APAC has strong AI momentum.

Consumers across the region are ready for AI-powered customer experience, and organisations are moving quickly toward efficiency, automation and the promise of agentic CX.

But momentum alone does not create advantage.

APAC’s diversity makes it the proving ground for what comes next. Each market brings different customer expectations, channel behaviours and levels of operational maturity. The opportunity now is to learn from those differences and create a more unified customer experience: one that gives organisations a clearer view across data, systems, channels and workflows, builds trust into AI-powered service, empowers employees with context and keeps CX human when it matters.

Join Albert Nel, Senior Vice President APAC, Genesys, and Anne Marie Hodgson, Senior Customer Success Manager, APAC, Genesys, for the opening session in the State of CX: APAC series. Together, they’ll explore where the region is leading, what each market can teach us and how CX leaders can close the gap between AI-powered interaction and human-quality experience.

In this session, you will:

• Understand where APAC is leading in AI optimism, automation momentum and agentic CX readiness.
• Explore what different APAC markets reveal about customer expectations, channel behaviours and CX maturity.
• Learn how a unified view across data, systems, channels, workflows and people can help create trusted AI-powered service.
• Identify how CX leaders can balance business efficiency, employee empowerment and human-quality experiences as AI scales.

APAC has the momentum. Each market has the lessons. The next advantage is agentic CX that creates a unified experience, earns trust, empowers the workforce and feels human when it matters.

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Meet the speakers