About the Event
Malaysia’s customer experience (CX) market is on track for robust expansion in 2026 and 2027, driven by digital transformation and heightened consumer demands for seamless, personalized interactions across sectors like finance, retail, telecom, e-commerce, healthcare, manufacturing, and tourism. The CX business process outsourcing segment, valued at USD 1.43 billion in 2024, is forecasted to grow at a 12.5% CAGR through 2030, bolstered by 85% internet penetration, strong GDP growth, and initiatives like MyDIGITAL that enhance cloud solutions and multilingual support.
Key trends include AI innovations such as chatbots and sentiment analysis for real-time personalization; omnichannel approaches where 73% of consumers will pay premiums for consistency; and opportunities in East Malaysia and rural areas for localized solutions. Join this event to discover Malaysia’s rise as a Southeast Asian CX hub—register now to network with leaders and gain strategies for competitive advantage.
Past Speakers
This is my second time participating in customerX and I'm thankful for the opportunity not only for myself but also for Genesys and we are really excited and looking forward to participating in future Xperiences
Genesys
2026 Speakers
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Program Flow
08:30 - 09:00
Registration
09:00 - 09:30
Opening Keynote Presentation
The Future of CX: Malaysia’s 2026-2027 Digital Transformation Blueprint
Dato' Dr. Munirah Looi, Malaysia Digital Economy Corporation (MDEC)
09:30 - 10:00
Hyper-Personalization at Scale: AI’s Role in Winning Malaysian Consumers
Keynote Presentation
10:00 - 10:25
1-2-1 Meetings/Networking & Coffee Break
10:30 - 11:00
Keynote Presentation
Malaysia’s CX Revolution: Lessons from Finance, Retail, and Telecom Leaders
11:00 - 11:25
1-2-1 Meetings/Networking & Coffee Break
11:25 - 12:10
Panel Discussion
Sustainability Wash in Retail: Green CX Claims or GDP-Fueled Scam?
Moderator: Aina Nadzir, KPJ Healthcare
Panelists: Kok Chiann, CARSOME | Khazalin Ghuzal, Pos Malaysia Berhad | Ostwin Paw, Alpro Group and Alpro Foundation
12:10 - 13:10
Exclusive Lunch at Serena Brasserie
Executive By Invitation Only Luncheon
The Rise of Agentic Personalization - Autonomous. Explainable. Real-time. At Scale.
CleverTap
WHO SHOULD ATTEND?
C-levels, VPs, Heads of:
Customer Experience
Customer Engagement
Customer Excellence
Customer Happiness
Customer Loyalty
Growth & Marketing
Customer Data
Premium Delegeate Experience
Peer-to-Peer Content Sharing
Gain actionable insights and strategies directly from industry peers through engaging and thought-provoking content.
1-to-1 Meetings
Engage in curated discussions tailored to your business goals.
Interactive Sessions
Participate in dynamic, hands-on discussions designed to foster collaboration and address real-world challenges.
Access to Solution Providers
Meet with top-tier solution providers who offer tailored tools and technologies to help overcome your business challenges.
Director-Level Attendance
Connect with an exclusive group of decision-makers, ensuring high-value discussions with impactful outcomes.
Unique Networking Opportunities
Build meaningful relationships with industry leaders in an environment conducive to forging long-term partnerships.
Intimate Environment
Experience a focused and curated setting designed to maximize interaction, learning, and collaboration.
Past Series Sponsors
2026 Sponsors
Bronze
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Contentsquare is a leader in digital analytics, empowering businesses of all sizes with the insights they need to understand customers and deliver seamless experiences at scale. Its all-in-one experience intelligence platform provides rich and contextual insight into customer behaviors, sentiment, and intent, across all channels, helping businesses continuously deliver the right experience on web, mobile, and apps.
More than 1.3M websites worldwide rely on Contentsquare's AI-powered platform to grow their business, drive customer loyalty, and operate with greater efficiency in a constantly changing world.
DevRev is the enterprise platform behind Computer, the only AI with native Shared Memory. Most AI is intelligent but knows nothing about your organization. Computer stores every piece of information about your customers and your business – and makes it AI-ready – so teams get dependable answers, every time, just by asking. The result is AI built for real work: 95% fewer tokens than a popular frontier model, 5.5x faster responses, 20x cheaper than self-built MCP, and first-try precision. From CX and support to startups and 50,000-strong enterprises, Computer works across every team, every scale, everywhere – with certified security.
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
interaction
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses.
Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.
EXHIBITOR
Survey Sparrow is an AI-powered experience management platform that turns feedback into clear answers. It uses conversational AI agents to gather richer, honest responses across surveys, market research, reviews, support tickets, and social conversations. Its advanced text analytics help teams move from raw data to clear action, surfacing patterns, sentiment shifts, and root causes. With a global footprint spanning 149 countries and support in more than 130 languages, Survey Sparrow serves over 4,000 customers worldwide. Notable among its clientele are industry leaders such as Audi, Honda, McDonald's, DHL, Grant Thornton, and many more.
Customer Engagement Partner
CleverTap is the all-in-one customer engagement platform built to help brands personalize and optimize every consumer touchpoint—driving stronger user engagement, retention, and lifetime value. As the only solution purpose-built for both retention and growth teams, CleverTap brings together audience analytics, deep segmentation, multi-channel engagement, product recommendations, and automation in one unified product.
At the core of the platform is TesseractDB™—the world's first purpose-built database for customer engagement, delivering both speed and economies of scale. Trusted by 2,000 customers including AirAsia, Tesco, Carousell, TD Bank, the English Premier League, and TED, CleverTap has earned its place as a global leader in customer engagement.
Backed by Peak XV Partners, Tiger Global, Accel, and CDPQ, and with a presence spanning Mountain View, Singapore, Jakarta, Dubai, London, and beyond—CleverTap is built for the scale that modern retail demands.
Rockbird's Past Events
past series Sponsors
Gold
Founded in 2015, Darwinbox is a globally trusted HR technology provider that offers a unified, AI-powered Human Capital Management (HCM) suite. The Darwinbox platform enables enterprises to streamline their entire employee lifecycle – from recruitment, onboarding, workforce management and payroll, to talent development, engagement, and analytics – on one scalable cloud platform with an intuitive, mobile-first user experience. Nearly 4,000,000 employees across 1,000+ enterprises in 130 countries use Darwinbox every day to enhance productivity and elevate their workplace experiences. Darwinbox is backed by leading global investors including Microsoft, Salesforce Ventures, TCV, Lightspeed, Sequoia India (Peak XV), and others. It is the youngest and the only Asian-origin player to be consistently recognized as a Challenger in the Gartner Magic Quadrant for Cloud HCM Suites for large enterprises. Industry analysts globally have lauded Darwinbox for its deep functionality, outstanding user experience, and rapid AI innovation. More at www.darwinbox.com
With payroll coverage spanning 150+ countries, Ramco has been processing 35+ million annual payslips for 500+ large MNCs and Fortune500 customers. Leveraging award-winning AI and ML technology and integrating with major HR tech partners like Workday, Ramco has been transforming global payroll for 25+ years.
Silver
ELSA Corp owns ELSA Speak, a top 5 AI-based English communication app, with over 90 million downloads across 193 countries, and more than 1,000 educational and corporate partners worldwide. Key partners include NashTech, Ajinomoto, Huali Industrial Group, Bosch, and Siemens Healthineers. With the mission of empowering English communication skills in the workplace, ELSA provides a comprehensive end-to-end English solution: For employees: an Enterprise AI Learning Agent that goes beyond the basics — featuring context-aware, factual, and dynamic conversations across highly specific workplace topics to ensure a deeply contextual learning experience. For managers: a centralized dashboard with real-time visibility into learning goals and progress, along with actionable insights at both company-wide and individual levels, making it easy to measure performance.
ZingHR is a global Human Capital Management platform driving the next phase of workforce transformation through its pioneering GHROWTH™ philosophy. Backed by advanced AI and intelligent automation, GHROWTH moves HR technology beyond traditional record-keeping to outcome-driven workforce intelligence. It connects employee potential with measurable business performance, enabling organizations to translate people data into strategic value. By combining responsible AI, actionable insights, and enterprise-grade governance, ZingHR empowers CXOs with real-time visibility into productivity, engagement, and operational performance. Through GHROWTH, ZingHR enables forward-looking enterprises across global markets to build agile, high-performing workplaces while aligning human capital strategy with sustainable business growth.
Bronze
Disprz is an AI-native enterprise learning platform built to turn workforce capability into business performance. From onboarding to upskilling to frontline enablement, Disprz delivers personalized, measurable learning across knowledge workers, frontline teams, and the extended enterprise—at scale. Trusted by 500+ enterprises and 3.5M+ learners across 20+ countries, Disprz serves leading organizations across BFSI, retail, manufacturing, healthcare, and telecom."
CIBI Information Inc. (CIBI) is the Philippines’ first and only local credit bureau and a pioneering workforce solutions company, established in 1982 under the Central Bank of the Philippines (now Bangko Sentral ng Pilipinas). Accredited by the Credit Information Corporation (CIC), CIBI provides credit, business, workforce, and fraud risk solutions to over 500 organizations. With over 200 professionals, CIBI enables data-driven decision-making for responsible lending, secure hiring, and business growth. Backed by Creador and strengthened through partnerships with FICO, GDS, Smart Consulting, and CTOS, CIBI continues to advance financial inclusion and build a more trusted data ecosystem in the Philippines.
SAVii, a sister company of GoTyme Bank, helps businesses drive performance through financial wellness. Trusted by 150+ companies and 800,000+ employees nationwide, SAVii delivers salary-linked benefits that boost productivity, reduce turnover, and strengthen engagement. With reliable salary loans, free insurance, practical financial education, and savings powered by GoTyme Bank, SAVii empowers employees to achieve financial stability and perform at their best. Now part of the GoTyme Bank family, SAVii is backed by a larger financial ecosystem—enabling smarter, more seamless benefits that deliver measurable business results. When employees thrive, businesses thrive.
Veremark is a global background screening and workforce trust company, trusted by 6,000+ organisations across 190+ countries. From credential verification and criminal checks to continuous monitoring and whistleblowing, Veremark helps organisations verify, monitor, and protect — at every stage of the employment lifecycle. ISO 27001 and SOC 2 certified.
Interaction
presentation sponsor
Gallup delivers analytics and advice to help leaders and organizations solve their most pressing problems. Combining more than 90 years of experience with its global reach, Gallup knows more about the attitudes and behaviors of employees, customers, students and citizens than any other organization in the world. Gallup provides data-driven solutions and consulting services to help Business and HR leaders improve employee engagement, performance, and organizational culture. Their offerings include workplace analytics, talent assessments (like CliftonStrengths), leadership development, employee experience design, and culture transformation programs.
Exhibitors
Sprout Solutions is the People-First AI platform for Payroll, Compliance, and Work, built for businesses in the Philippines and Southeast Asia. Founded in 2015, Sprout delivers end-to-end HR and payroll software and managed services covering recruitment, timekeeping, payroll, performance, and employee engagement — powered by AI-driven insights and intelligent automation. Our built-in AI assistant, Sidekick, helps both HR teams and employees work faster and make smarter decisions, while embedded financial wellness solutions such as salary-on-demand and responsible financing support employees beyond payday. Trusted by over 2,000 companies and 350,000 users, Sprout combines enterprise-grade security and compliance with industry-leading implementation and responsive local support — ensuring long-term success, not just software deployment. Sprout exists to impact the lives of employees by improving businesses in the communities we serve.
Hive Health is a tech-enabled HMO that offers hassle-free plans tailor-made for small-medium enterprises (SMEs) and growing enterprises in the Philippines. We provide a hassle-free experience through our all-in-one platform, ensuring that all employees and their loved ones get the best care possible from 1,700 hospitals, clinics, and dental clinics, and 20,000 doctors nationwide. Founded at Harvard and Stanford and backed by top global investors such as Y Combinator, BEENEXT, Gentree, Amasia, etc., this award-winning startup is revolutionizing access to quality, affordable healthcare for millions of Filipinos, one SME at a time.
HONO is a global next-generation HR technology company offering AI-driven HCM solutions trusted by 300+ clients with workforce spread across 50+ countries. The platform delivers end to end HR management, global payroll, recruitment, talent management and workforce analytics, enabling organizations to streamline operations and foster a culture of excellence from hire to retire. With a strong focus on ROI, transformation, and customer success, HONO is trusted by enterprises like Novotel, Samsung E&A, AG&P, InterContinental, Indomas, Ayala, Dole, IHG, Accor, Marriott, Toyota Boshoku and IEE along with other large global enterprises, in transforming their people operations at scale. HONO’s robust AI capabilities, intuitive user experience, and regional expertise make it a partner of choice for organizations looking to stay ahead in today’s fast-changing landscape.
media partners
Event Passes
EARLY BIRD - ENDS JULY 13
Standard End User
The fees are for the end-user only and not applicable for sponsors/vendors.
$300.00
Full Access to all conference segments
Curated buffet lunch, premium canapés and beverages
Exclusive Networking Access to closed-door business matchmaking and booth interactions
Premium Content Takeaway
*End-user only. Subject for approval.
EARLY BIRD - ENDS JULY 13
VIP End User
The fees are for the end-user only and not applicable for sponsors/vendors.
$395.00
Priority Access in securing 1-to-1 meeting
Full Access to all conference segments
VIP Hospitality Experience featuring a curated buffet lunch, premium canapés and beverages. Access to private hosted lunch (if available).
Exclusive Networking Access to closed-door business matchmaking and booth interactions
Premium Content Takeaway
*End-user only. Subject for approval.
Venue
InterContinental Kuala Lumpur
165, Jln Ampang, Kuala Lumpur, 50450 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia
