CX Tour Manila

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

Kulachart Ngernpermpoon, Country Manager, Genesys APAC

What does the future of customer experience look like in the Philippines?  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 APAC

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.

Alex Ball, SVP, Genesys Cloud Platform

Antoine outlines Genesys’ vision for a unified CX platform that brings together data, channels, AI, and workflows into a single, intelligent ecosystem—eliminating fragmentation and enabling scalable, high-quality experiences. ​

At the center is the shift to agentic AI, delivering autonomous, context-aware interactions powered by unified data and deep enterprise integrations like Salesforce and Scaled Cognition. ​

A key innovation, Large Action Models (LAMs), unlocks adaptive automation and real-time, insight-driven customer engagement—defining the next era of experience orchestration.

Antoine Ducarme, Vice President, Solutions Consulting, APAC, Genesys APAC

LLMs changed how AI understands and communicates—but they don’t get work done. Large Action Models (LAMs) take the next step, enabling AI to decide, execute, and complete tasks across real systems and workflows. ​

In this presentation, Jarryd will explore how combining LLM intelligence with LAM execution unlocks agentic orchestration—shifting AI from passive assistant to autonomous operator. The result is a new enterprise paradigm: moving beyond conversation to true end-to-end resolution, where AI doesn’t just understand intent—it delivers outcomes.

Jarryd Tuyau, AI Lead Architect, Genesys APAC

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.

Shitta Narendra, Senior Solution Consultant, Genesys APAC​

Manrick Ting, Senior Solution Consultant, Genesys APAC

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

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

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.

Kulachart Ngernpermpoon, Country Manager, Genesys APAC