Tuesday, 19 September 2023

09:30 am – 10:00 am

Registration & Networking

10:00 am – 10:10 am

Welcome Address

  • Raymond Low, Chief Technology Officer, ITAPPS

10:10 am – 10:30 am

Building Exceptional CX – Mastering the art of service, digital and employee experience

Companies are working hard to differentiate and build value in today’s Experience Economy. As customer expectations shift and industries become more competitive, it is becoming critical to master CX. Let’s explore what defines Exceptional CX and what companies need to prioritize to build personalized, engaging, and delightful experiences.

  • Shivanu Shukla, Principal Advisor, CX, twimbit

10:30 am – 11:00 am

Panel Discussion: Lessons in Building Personalized Empathetic Experiences

Moderated by:

  • Shivanu Shukla, Principal Advisor, CX, twimbit

11:00 am – 11:30 am

Coffee/Tea Break & Networking

11:30 am – 12:20 pm

Roundtable Discussion: The Great CX Debate

Join a small group of your CX peers to discuss the impact of digital transformation on enhancing customer experiences and improving employee productivity through Experience Orchestration.


  • Generative AI: Yay (Need to embrace AI now) or Nay (AI is not yet ready for CX)
  • Cloud CC is critical for CX vs. Cloud CC is not preferred for our industry
  • Seamless Omnichannel is a dream vs. Omnichannel is a pre-requisite for great CX

12:20 am – 12:30 pm

Readout and Wrap up

– Shivanu Shukla, Principal Advisor, CX Practice, twimbit

12:30 pm – 01:30 pm

Executive Networking Lunch

Please contact for any dietary requirements.


Shivanu Shukla

Principal Advisor, CX Practice, twimbit

Raymond Low

Group Chief Technology Officer, ITAPPS

David Toh

Country Director, Genesys

Eyo Meiyuen

Country Manager, ITAPPS

Nick Fun

Senior Sales Manager, ITAPPS

Pavilion Hotel, Kuala Lumpur

Pavilion Hotel Kuala Lumpur Managed By Banyan Tree, Jalan Bukit Bintang, Bukit Bintang, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia