CX Tour Kuala Lumpur
AI-Powered Customer Experience. Real Business Outcomes.
Join Genesys in Kuala Lumpur to explore practical AI use cases, orchestration strategies, and real-world approaches to delivering measurable CX outcomes.
Join Genesys in Kuala Lumpur to explore practical AI use cases, orchestration strategies, and real-world approaches to delivering measurable CX outcomes.
Doing CX right isn’t about choosing between automation or human service. It’s about understanding what the customer needs in the moment — and orchestrating the right response across people, systems and journeys in real time.
When AI connects intent, context and history, decisions happen as experiences unfold. Interactions deliver the right balance of speed and empathy. Organisations move from managing volume to orchestrating outcomes.
And when that shift happens, loyalty and efficiency compound — not compete.
CX Tour Kuala Lumpur 2026 is where this transformation unfolds—save your seat today
Why Attend:
Explore a unified platform approach — connect people, systems and journeys seamlessly.
See AI in action — understand how intent, context and conversation data drive smarter decisions in the moment.
Attend expert-led workshops – learn how to make CX Done Right a reality in your organization.
Hear real transformation stories from your peers.
From hands-on platform learning to strategic business insights, each session is designed for a different audience and objective.
Why attend? “If you’re already on Genesys Cloud and use the platform daily, this session helps you unlock more value from your platform — faster, smarter, and with AI at the core.”
08:30 AM – 09:00 AM
Connect with Genesys experts, partners and your peers over coffee & tea
09:00 AM – 09:10 AM
An opening perspective on how AI—powered through Genesys Cloud—is reshaping customer experience today. Learn why organisations must move beyond exploration and start activating AI capabilities within the Genesys Cloud platform to drive real outcomes.
Andrew Berneron, Customer Success Management Senior Director, Genesys APAC
09:10 AM – 10:10 AM
Understand how Genesys Cloud WEM capabilities—forecasting, scheduling, quality management, and performance analytics—create the foundation for high-performing contact centres. Discover how strong WEM maturity within Genesys Cloud enables continuous improvement and prepares your organisation for scalable AI adoption.
Catrina Duff, PS WEM Business & Strategy Director, Genesys APAC
10:10 AM – 10:25 AM
10:25 AM – 11:25 AM
Explore how Genesys Cloud Agent Copilot delivers immediate value by assisting agents in real time with guidance, automation, and knowledge surfacing. Then look ahead to Agentic AI within Genesys Cloud, where autonomous capabilities enhance decision-making, streamline workflows, and elevate both customer and employee experiences.
SiewMun Sam, Orchestrator Education Team Lead, Genesys APAC
11:25 AM – 11:50 AM
Key takeaways and next steps to help you maximise Genesys Cloud AI capabilities. Learn how to assess your current maturity, prioritise high-impact use cases, and confidently move from strategy to execution for measurable business outcomes.
11:50 AM – 01:30 PM
Wrap up the session over good food and meaningful networking with industry peers, Genesys team and our partners.
01:30 PM – 05:00 PM
See Afternoon Experience tab for complete information
12:00 PM – 01:30 PM
Start CX Tour over good food and meaningful networking with industry peers, Genesys team and our partners.
01:30 PM – 01:40 PM
Mao Gen Foo, VP Sales Asia, Genesys
01:40 PM – 01:50 PM
What does the future of customer experience look like in Malaysia? This keynote shares key insights from data, highlighting how AI is shaping customer expectations, behaviours, and business strategies, and what organisations need to do to stay ahead.
Prerna Pant, Director, Business Value, Genesys
01:50 PM – 02:10 PM
AI isn’t coming — it’s already reshaping customer experience. In this high-impact keynote, Alex shares a bold vision for the future of CX in the age of AI.
Discover how businesses are moving beyond basic automation into agentic AI — where intelligent systems don’t just assist but actively orchestrate end-to-end customer journeys. From blending human empathy with AI at scale to driving faster outcomes, lower costs, and deeper loyalty, this is a look at what’s happening right now.
Antoine Ducarme, Vice President, Solutions Consulting, Genesys APAC
02:10 PM – 02:30 PM
Jarryd shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees.
The next era of customer experience won’t be shaped by automation alone, but by autonomy. In this keynote, Alex demystifies the promise of agentic AI and clarifies what true technological agency means as organisations prepare for Level 5 of Experience Orchestration.
Jarryd will explore how reasoning, non-determinism and agent-to-agent collaboration will transform the CX landscape, and the new guardrails enterprises must implement to stay in control. He’ll highlight how Genesys is bridging these worlds through structured, autonomous decision-making.
Jarryd Tuyau, AI Lead Architect, Genesys APAC
02:30 PM – 03:00 PM
Prerna Pant, Director, Business Value, Genesys APAC
03:00 PM – 03:30 PM
03:30 PM – 03:50 PM
Trust is what makes or breaks AI in the enterprise. In this live demo, we showcase agentic AI in action—how it can make decisions, take actions, and still stay secure, compliant, and under control. See how organisations can confidently deploy AI that is not just powerful, but truly enterprise-ready.
Chin Arn Chang, Principal Solution Consultant, Genesys APAC
Pei Wen Quek, Principal Solution Consultant, Genesys APAC
03:50 PM – 04:10 PM
As companies move to AI-driven experiences, trust and resilience matter more than ever. This keynote looks at how customers are using the cloud to improve business continuity, while still meeting regulatory requirements. Using examples like HSBC, we’ll show how organisations have gained approval for cross-border cloud use and built secure, resilient systems.
Igor Bozic, Director COE, Security, Privacy, Compliance, Genesys
04:10 PM – 04:30 PM
Growth today depends on more than efficiency—it requires continuous innovation in how value is created and delivered. This session explores how organisations are using technology, data, and new ways of working to unlock business value, drive growth, and stay competitive in a fast-changing market.
Prerna Pant, Director, Business Value, Genesys APAC
04:30 PM – 04:50 PM
This session introduces Genesys Orchestrators—a unified hub for learning, community, and AI-driven guidance. Discover how it helps organisations and teams build the skills and capabilities to design, scale, and lead the future of AI-powered experience orchestration.
04:40 PM – 05:00 PM
Mao Gen Foo, VP Sales Asia, Genesys APAC
Why attend? “If you’re shaping CX + AI strategy or investment decisions, this session gives you the insight and confidence to lead transformation.”
Mao Gen Foo
VP Sales Asia, Genesys
SiewMun Sam
Orchestrator Education Team Lead, Genesys
Antoine Ducarme
Vice President, Solutions Consulting, APAC, Genesys
Jarryd Tuyau
AI Lead Architect, APAC, Genesys
Chin Arn Chang
Principal Solution Consultant, Genesys
Pei Wen Quek
Senior Solutions Consultant, Genesys
Igor Bozic
Director COE, Security, Privacy, Compliance, Genesys
Prerna Pant, Director
Business Value, Genesys
Catrina Duff
PS WEM Business & Strategy Director, Genesys