Governing the Agentic Customer Experience:

How Trusted AI, Human Oversight and Enterprise-Grade Security Enable Autonomous Service with Confidence

23rd September 2026 | 11 AM - 2 PM

St. Regis Hotel, Kuala Lumpur

CXO Discussions

CX leaders unite to reimagine the future of customer engagement, harnessing predictive AI to build next-generation digital contact centers that deliver frictionless, personalized experiences.

AI That Thinks, Acts and Knows Its Boundaries

How intelligent context, predictive insights and agentic orchestration can move customer service beyond answering questions to resolving requests while defining when AI can act autonomously and when human intervention is required.

Secure, Governed AI That Can Scale with Confidence

How organisations can establish the guardrails, data controls, auditability, observability and cross-functional governance needed to protect AI-driven interactions, maintain compliance and enable successful use cases to scale from controlled pilots into enterprise operations.

Adaptive Experiences with Humans at the Right Moments

How AI agents, employees, voice and digital channels can work together to deliver continuous, personalised customer journeys with intelligent escalation, clear intervention thresholds and human accountability for complex or sensitive decisions.

Agenda

11:00 AM

Networking over lunch

Introductions

Insights on the current CX landscape

CXO discussion topics

AI That Thinks, Acts and Knows Its Boundaries
Secure, Governed AI That Can Scale with Confidence
Adaptive Experiences with Humans at the Right Moments

1:45 PM