CX Tour Kuala Lumpur

Start CX Tour over good food and meaningful networking with industry peers, Genesys team and our partners.

Mao Gen Foo, VP Sales Asia, Genesys

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

Mohit Sagar, CEO & Editor-in-Chief at OpenGov Asia

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

Mohit Sagar, CEO & Editor-in-Chief at OpenGov Asia

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

Mohit Sagar, CEO & Editor-in-Chief at OpenGov Asia

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

Mohit Sagar, CEO & Editor-in-Chief at OpenGov Asia

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

Mohit Sagar, CEO & Editor-in-Chief at OpenGive Asia

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

As customer expectations continue to evolve, organisations are leveraging AI, automation and connected customer data to deliver more seamless, personalised experiences across every touchpoint. But great CX goes beyond efficiency—it’s about orchestrating every interaction with the right balance of speed, context and empathy.

Join Prerna Pant, Director, Business Value, Genesys APAC, and a panel of leaders from banking, insurance, technology and digital engagement as they explore how AI-powered orchestration is helping organisations connect messaging, voice and digital channels to create more responsive, context-driven customer experiences. From leveraging platforms like WhatsApp to enabling seamless transitions between digital and human engagement, the discussion will uncover practical strategies for building stronger customer relationships and lasting loyalty at scale.

Moderator: Prerna Pant, Director, Business Value, Genesys APAC

Panelists:

• Faitmah Hussein, Senior Vice President, Head of Customer Contact Centre, RHB Banking Group
• Safina Samudi, Associate Director, AIA
• Eddyman Kharma, Strategic Partner Manager, Business Messaging, Meta
• Cynthia Seow, Director, Digital & Customer Experience, Astro

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.

Mao Gen Foo, VP Sales Asia, Genesys

Wrap up the session over good food and meaningful networking with industry peers, Genesys team and our partners.