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Mao Gen Foo, Vice President – Asia, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"The State of Customer Experience","agenda_start_time":"09:40:00","agenda_end_time":"10:00:00","agenda_single_description":"Prerna Pant, Director of Global Innovation \u2013 APAC at Genesys, will share key insights from the State of CX in Asia. She will explore how businesses can leverage AI, cloud, and omnichannel innovation to meet rising customer expectations and create seamless, empathetic experiences that drive loyalty and growth.<\/p>\n
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Antoine Ducarme, Vice President, Solutions Consulting – APAC, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Embracing the Agentic Era: Innovations and Future Directions in Genesys Cloud","agenda_start_time":"10:30:00","agenda_end_time":"11:00:00","agenda_single_description":"What\u2019s new for Genesys Cloud? Hear the latest updates and roadmap for Genesys Cloud.<\/p>\n
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David Porter, VP\/Managing Director, Global Banking Industry, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"AI in ASEAN: Impact, Challenges, and Opportunities with AWS & ServiceNow","agenda_start_time":"11:50:00","agenda_end_time":"12:10:00","agenda_single_description":"AI is reshaping the way enterprises across ASEAN operate and compete. In this keynote, leaders from AWS and ServiceNow will join Genesys and showcase real-world examples of AI adoption that have delivered tangible benefits, from streamlining operations to enriching customer experiences. We shall examine the principal challenges organisations in ASEAN encounter when implementing AI, from integration complexities to workforce readiness, and how together with Genesys, AWS and ServiceNow support them through resilient infrastructure and skills development initiatives. The session will further address ethical AI, data privacy, and security, whilst providing a forward-looking perspective on the evolving role of generative AI in driving innovation across the region.<\/p>\n
Ashok Sankaran, Director, Partner & Alliances \u2013 APAC, Genesys<\/strong><\/em><\/p>\nCeejay Dideles, Senior Solutions Architect, AWS<\/strong><\/em><\/p>\nOlivier Schroder, Senior Manager, Solution Consulting Customer Workflows, ServiceNow<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Customer Panel: Leading the Future of CX","agenda_start_time":"12:10:00","agenda_end_time":"12:30:00","agenda_single_description":"Don\u2019t miss this engaging panel discussion with CX leaders at the forefront of business and technology innovation. These industry experts will explore how they are leading transformative change, sharing key strategies for success in a fast-paced business environment. The panellists will share what it takes to innovate experiences in today\u2019s rapidly evolving, AI-driven world.<\/p>\n
Prerna Pant, Director, Global Innovation – APAC, Genesys<\/strong><\/em><\/p>\nMyla Resurreccion-Untalan, Senior Vice President, Security Bank<\/strong><\/em><\/p>\nSam Acu\u00f1a, Vice President, LandBank of the Philippines<\/strong><\/em><\/p>\nSherwin Que, Vice President, Product Support & Manila Site Leader, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Lunch & Networking","agenda_start_time":"12:30:00","agenda_end_time":"13:30:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Track 1 - Workshop A: From Vision to Value: HSBC's Customer Case Study","agenda_start_time":"13:30:00","agenda_end_time":"14:30:00","agenda_single_description":"Discover how HSBC transformed its customer experience strategy into measurable business value with Genesys Cloud CX. In this session, you\u2019ll learn how AI-driven orchestration, predictive routing, and real-time visibility helped HSBC achieve a projected $60M in value, reduce abandonment rates by nearly half, cut handling times, and boost customer satisfaction. Join us to see how vision translates into tangible results.<\/p>\n
Glendon Wong, Solution Consulting Senior Manager \u2013 Asia, Genesys<\/strong><\/em><\/p>\nGabriel Ng, Senior Solution Consultant \u2013 Asia, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Track 1 - Workshop B: Agentic AI in Outbound: Balancing Automation and Human Touch","agenda_start_time":"14:30:00","agenda_end_time":"15:30:00","agenda_single_description":"Discover how agentic AI can transform outbound operations like collections and telesales. We\u2019ll share strategies for scaling AI-driven engagement, teaching AI with human best practices, and knowing when to hand off to humans for empathy and compliance. The session will also spotlight the Genesys Roadmap<\/strong>, showing how upcoming innovations support more efficient, human-centric outbound engagement.<\/p>\n\n
Jarryd Tuyau, AI Lead \u2013 APAC, Genesys<\/strong><\/em><\/p>\n<\/div>\n","agenda_session_speakers":false},{"agenda_title":"Track 2 - Workshop A: AI-Driven Employee Engagement","agenda_start_time":"13:30:00","agenda_end_time":"14:30:00","agenda_single_description":"Artificial intelligence is transforming employee engagement. Join this workshop to explore strategies that blend responsible automation with human-centric practices, fostering a thriving workplace. Learn how to support supervisors with the tools they need to lead and inspire effectively by balancing technology with empathy. Equip yourself with the knowledge and skills to elevate employee engagement and create a future-ready workforce.<\/p>\n
Chin Arn Chang, Principal Solution Consultant – Asia, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Track 2 - Workshop B: Evolving with Purpose: CX Transformation Advisory & Advocacy Experience Orchestration Framework","agenda_start_time":"14:30:00","agenda_end_time":"15:30:00","agenda_single_description":"In this interactive session, you’ll discover how Genesys helps leading organizations like yours:<\/div>\n
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Christopher Chua, Services Engagement Director – Asia, Genesys<\/strong><\/em><\/p>\nMark Bernardo, Technical Account Manager – Philippines, Genesys<\/strong><\/em><\/p>\nRachana Singh, Customer Advocacy Director – APAC, Genesys<\/strong><\/em><\/p>\nTamme Ondevilla, Customer Success Manager – Philippines, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Afternoon Tea Break","agenda_start_time":"15:30:00","agenda_end_time":"16:00:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Live Demo: The New Era of AI with Experience Orchestration","agenda_start_time":"16:00:00","agenda_end_time":"16:20:00","agenda_single_description":"No frills, no fluff; just a live demo, supercharging leaders and teams with Genesys AI.<\/p>\n
Gabriel Ng, Senior Solution Consultant \u2013 Asia, Genesys<\/strong><\/em><\/p>\nManrick Ting, Senior Solution Consultant \u2013 Asia, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Interactive Fireside Chat: Customer Spotlight","agenda_start_time":"16:20:00","agenda_end_time":"16:50:00","agenda_single_description":"Interactive Fireside Chat: Customer Spotlight\u201d brings together industry leaders and customers in an engaging, conversational format. The session highlights real-world success stories, lessons learned, and practical insights, offering the audience a unique opportunity to hear directly from customers about their journeys, challenges, and outcomes. The interactive format encourages dialogue, making it both informative and inspiring.<\/p>\n
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