October 2, 2025 8:30 am
CX Tour
Kuala Lumpur, Malaysia
Deliver the next level of experience
In the experience economy, leading means never standing still. Like elite athletes and teams, the most successful businesses never plateau. Leaders don’t settle — they look for every edge to outperform the competition.
Join CX Tour Kuala Lumpur, the event series for customer experience (CX) leaders looking to harness the power of artificial intelligence (AI) and automation to drive real business outcomes, whilst creating effortless, efficient and personalized experiences.
The St. Regis Kuala Lumpur, Jalan Stesen Sentral 2, Kuala Lumpur Sentral, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Save your spot
Register today and redefine what’s possible for CX with AI-Powered Experience Orchestration
Learn how to drive meaningful outcomes and build deeper relationships with experience orchestration, which enables you to deliver personalized customer and employee experiences at scale — the right experience at the right time, every time.
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Discover the latest advancements in digital, AI and journey management — and how AI-Powered Experience Orchestration can help you break away from the competition.
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Hear from industry-leading organizations on how they are using digital, AI, cloud and workforce engagement tools to elevate their customer and employee experience.
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Join a deep dive workshop for expert insights in creating customer experiences that build loyalty.
Join us for a day of networking with peers, industry experts and the Genesys team.
Agenda
Thursday, 2 October 2025
8:30 am – 9:30 am
9:30 am – 9:40 am
Mao Gen Foo, Vice President – APAC, Genesys
9:30 am – 9:40 am
What’s new for Genesys Cloud? Hear the latest updates and roadmap for Genesys Cloud.
Jarryd Tuyau, AI Architect – APAC, Genesys
9:30 am – 9:40 am
Prerna Pant, Director – Global Innovation, Genesys
9:30 am – 9:40 am
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’t 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.
Antoine Ducarme, Vice President, Solutions Consulting – APAC, Genesys
8:30 am – 9:30 am
9:30 am – 9:40 am
No frills, no fluff; just a live demo, supercharging leaders and teams with Genesys AI.
9:30 am – 9:40 am
Ashok Sankaran, Parter & Alliances – APAC, Genesys
9:30 am – 9:40 am
Don’t 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 panelists will share what it takes to innovate experiences in today’s rapidly evolving, AI-driven world.
8:30 am – 9:30 am
9:30 am – 9:40 am
Glendon Wong, Solution Consulting Sr. Manager – APAC, Genesys
Gabriel Ng, Sr. Solution Consultant – APAC, Genesys
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.
Chin Arn Chang, Principal Solution Consultant – APAC, Genesys
9:30 am – 9:40 am
Leveraging Digital Tools and AI (Agentic AI Guide for collections and telesales – what have we learned from humans to scale and teach AI)
Jarryd Tuyau, AI Architect – APAC, Genesys
In this interactive session, you’ll discover how Genesys helps leading organizations like yours:
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Align every customer and employee journey using Experience Orchestration
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Turn insights into action with help from our CX Advisors
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Maximize platform value through Professional Services
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Drive continuous success with TAM-led engagement
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Join our Advocacy Program to spotlight your achievements
Rachana Singh, Customer Advocacy Director – APAC, Genesys
Shanker Bharadwaj Ramaiyah, Customer Success Management, Sr. Manager – APAC, Genesys
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8:30 am – 9:30 am
8:30 am – 9:30 am
8:30 am – 9:30 am
9:30 am – 9:40 am
Albert Nel, Senior Vice President – APAC, Genesys
8:30 am – 9:30 am
Speakers
Albert Nel
Senior Vice President, APAC, Genesys
Andrew Thean
Principal Solution Consultant, Genesys
Antoine Ducarme
Vice President, Solutions Consulting, APAC, Genesys
Ashok Sankaran
Director, Parter & Alliances, APAC, Genesys
Chin Arn Chang
Principal Solution Consultant, APAC, Genesys
Gabriel Ng
Sr Solution Consultant, APAC, Genesys
Glendon Wong
Solutions Conslulting Sr. Manager, APAC, Genesys
Jarryd Tuyau
AI Architect, APAC, Genesys
Louis Teoh
Director, Commercial Operations, APAC, Genesys
Mao Gen Foo
Vice President, APAC, Genesys
Prerna Pant
Director, Global Innovation, Genesys
Rachana Singh
Customer Advocacy Director, APAC, Genesys
Shanker Bharadwaj Ramaiyah
Customer Success Management Sr. Manager, APAC, Genesys
The St. Regis Kuala Lumpur, Jalan Stesen Sentral 2, Kuala Lumpur Sentral, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia