Join a deep dive workshop for expert insights in creating customer experiences that build loyalty.<\/li>\n<\/ul>\nJoin us for a day of networking with peers, industry experts and the Genesys team.<\/p>\n","cta_text":"CX Tour Bangkok","cta_url":""},"disable_speaker_section":false,"disable_agenda_section":false,"event_agenda_group":[{"agenda_group_title":"","event_agenda":[{"agenda_date":"02\/10\/2025","agenda_tab_label":"","agenda_details":[{"agenda_title":"Arrival, Coffee, Bites & Networking","agenda_start_time":"08:30:00","agenda_end_time":"09:00:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Welcome to CX Tour Kuala Lumpur: Deliver the Next Level of Experience","agenda_start_time":"09:00:00","agenda_end_time":"09:40:00","agenda_single_description":"
Mao Gen Foo, Vice President \u2013 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
Prerna Pant, Director, Global Innovation \u2013 APAC, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"The Experience Economy Revolution","agenda_start_time":"10:00:00","agenda_end_time":"10:20:00","agenda_single_description":"AI is changing the relationships organisations build with their customers and employees, creating an unprecedented opportunity in the experience economy. The next era of customer experience won\u2019t be shaped by automation alone, but by autonomy. Antoine demystifies the promise of agentic AI and clarifies what true technological agency means as organisations prepare for Level 5 of Experience Orchestration.<\/p>\n
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":"10:20:00","agenda_end_time":"10:50:00","agenda_single_description":"What\u2019s new for Genesys Cloud? Hear the latest updates and roadmap for Genesys Cloud.<\/p>\n
Jarryd Tuyau, AI Lead – APAC, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"AI in ASEAN: Impact, Challenges, and Opportunities with AWS & ServiceNow","agenda_start_time":"10:50:00","agenda_end_time":"11:10:00","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
Prem Chandar Ganesan, Director, Customer Workflow Solution Sales, ServiceNow<\/strong><\/em><\/p>\nRaveender Singh, Senior Manager, Partner Sales – SEA, GC & India, Genesys\u00a0<\/strong><\/em><\/p>\nTrisha Heah, Head of Small Business Enterprise & Digital, AWS<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Morning tea & Networking","agenda_start_time":"11:10:00","agenda_end_time":"11:40:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Elevating CX in Financial Services: Harnessing AI for Secure, Personalised, and Compliant Engagements","agenda_start_time":"11:40:00","agenda_end_time":"12:00:00","agenda_single_description":"Discover how financial institutions can elevate customer experience with AI-powered platforms that deliver secure, compliant, and personalised engagement. This session highlights how modern CCaaS solutions drive efficiency, empower agents, and enable seamless digital and voice interactions\u2014helping financial services organisations stay competitive and future-ready.<\/p>\n
David Porter, VP\/Managing Director, Global Banking Industry, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Customer Panel: Leading the Future of CX","agenda_start_time":"12:00:00","agenda_end_time":"12:40:00","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
John Lau, Head, Business Optimisation, Strategy and Solutions, Alliance Bank Malaysia Berhad<\/strong><\/em><\/p>\nPrerna Pant, Director, Global Innovation \u2013 APAC, Genesys<\/strong><\/em><\/p>\nRajendran Gunaratnam, Head, Customer Engagement, AEON Bank<\/strong><\/em><\/p>\nRisham Akashah bin Kamaruzaman, Group Chief Technology & Operating Officer, Affin Bank Berhad<\/strong><\/em><\/p>\nSharifah Ivy Syed Azmi, Lead (CareLine), Tenaga Nasional Berhad<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Lunch & Networking","agenda_start_time":"12:40:00","agenda_end_time":"14:00:00","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":"14:00:00","agenda_end_time":"14:40:00","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":"14:40:00","agenda_end_time":"15:20:00","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\u00a0Genesys 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":"14:00:00","agenda_end_time":"14:40:00","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.<\/p>\n
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 – APAC, Genesys<\/strong><\/em><\/p>\n<\/div>\n","agenda_session_speakers":false},{"agenda_title":"Track 2 - Workshop B: Evolving with Purpose: CX Transformation Advisory & Advocacy Experience Orchestration Framework","agenda_start_time":"14:40:00","agenda_end_time":"15:20:00","agenda_single_description":"
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\n- Align every customer and employee journey using Experience Orchestration<\/li>\n
- Turn insights into action with help from our CX Advisors<\/li>\n
- Maximise platform value through Professional Services<\/li>\n
- Drive continuous success with TAM-led engagement<\/li>\n
- Join our Advocacy Program to spotlight your achievements<\/li>\n<\/ul>\n
Jane Cheong, Customer Success Manager – Asia, Genesys<\/strong><\/em><\/p>\nJoseph Romero, Technical Account Manager – Asia, Genesys<\/strong><\/em><\/p>\nNaveen Kandasami, Services Engagement Manager – Asia, Genesys<\/strong><\/em><\/p>\nRachana Singh, Customer Advocacy Director – APAC, 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
Chin Arn Chang, Principal Solution Consultant, APAC, Genesys<\/strong><\/em><\/p>\n <\/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":"
This fireside chat will feature Adrian O\u2019Brien, Chief Operating Officer at Europ Assistance, and Prerna Pant, Director, Global Innovation \u2013 APAC at Genesys, in a lively and engaging conversation. Together, they will explore Europ Assistance\u2019s evolving customer expectations, strategic priorities, and technology adoption journey.<\/p>\n
The discussion will balance Adrian\u2019s perspective on aligning global vision with local execution, while also highlighting real-world success stories, lessons learned, and practical insights from Europ Assistance\u2019s transformation journey.<\/p>\n
Adrian O’Brien, Chief Operating Officer, Europ Assistance<\/strong><\/em><\/p>\nPrerna Pant, Director, Global Innovation \u2013 APAC, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false},{"agenda_title":"That's a Wrap on CX Tour Kuala Lumpur: Closing Remarks","agenda_start_time":"16:50:00","agenda_end_time":"17:00:00","agenda_single_description":"Join us as we wrap up CX Tour Kuala Lumpur and celebrate our attendees with exciting lucky draw prizes.<\/p>\n
Mao Gen Foo, Vice President \u2013 Asia, Genesys<\/strong><\/em><\/p>\n","agenda_session_speakers":false}]}],"additional_agenda_content":""}],"disable_venue_section":false,"enable_map":true,"disable_faq_section":true,"disable_sponsor_section":false,"event_sponsor_tier":[{"sponsor_tier":"Custom","custom_tier":"Premium Partner","event_sponsors":[{"sponsor_name":"NTT Data","sponsor_image":587447,"sponsor_url":"https:\/\/services.global.ntt\/en-us\/"}]},{"sponsor_tier":"Custom","custom_tier":"Supporting Sponsor ","event_sponsors":[{"sponsor_name":"ITApps","sponsor_image":567642,"sponsor_url":"https:\/\/www.itapps.com"},{"sponsor_name":"Radiant Communication","sponsor_image":567832,"sponsor_url":"https:\/\/www.radiantcomm.com"},{"sponsor_name":"Sestek","sponsor_image":589807,"sponsor_url":"https:\/\/www.sestek.com"}]}],"disable_additional_content_section":true,"additional_content_template":"a1","additional_title_group":{"title":"","sub_title":""},"additional_media_content":{"select_media":"image","content_image":false,"content_video":""},"additional_text_content":{"sub_title_h4":"","text_content":"","cta_text":"","cta_url":""},"nav_logo":false,"event_date_format":"F j, Y","event_time_format":"g:i a","event_hashtag":"","w_tycontent":"","event_status":"ontime","disable_registration":true,"form_header":"","nav_form_text":"","disable_navigation_form_link":false,"event_venue_address":"35th Street, Bonifacio Global City, Taguig","meta_title":"Genesys %%title%%","meta_description":"As companies adapt to a new normal quickly, they discover that the benefits of a cloud contact centre go far beyond enabling agents to work from home. 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