BFSI AI-Powered Customer Experience Masterclass - Malaysia J

Transforming CX for Malaysia's Most Iconic BFSI Brands

From CX friction to AI-powered Experience

A three-hour, highly interactive programme designed to help banking and insurance leaders move from recognising CX friction to designing actionable AI-powered journeys. Attendees will gain exposure to the latest cloud and AI trends shaping financial services, see live demonstrations of connected customer experiences, and hear directly from industry voices on adoption priorities and transformation challenges.

Participants will:

• Explore cloud and AI trends shaping BFSI customer experience.

• See live demos of AI-driven journeys with virtual agents and orchestration.

• Engage in peer discussions and case studies to diagnose pain points and design future journeys.

Meet the Speakers

Louis Teoh
Commercial Operational Director, Genesys

Albert Tay
Senior Industry Executive, APAC Banking, Genesys

Prerna Pant
Global Director of Innovation – Social, Genesys

Dalton Sim
Director, AI & Experience Orchestration Sales, Genesys

Masterclass Agenda

09:00am
Registration

09:30am
Welcome Introduction

09:40am
Designing Intelligent Experiences for the Future of Financial Services

10:00am
Orchestrating the Future of BFSI CX with Cloud and AI

10:20am
Live Demo: AI-Powered BFSI Journey

10:40am
Refreshment Break

10:55am
Breakout Discussion - Diagnose & Design Journey Flipchart

11:35am
Group Presentation: Case Study Findings

12:10pm
Peer Review

12:35pm
Closing Remarks

12:40pm
Lunch & Networking

W Kuala Lumpur

VENUE

121, Jln Ampang, Kuala Lumpur, 50450

REGISTRATION FORM

About Genesys:

Genesys is a global leader in AI-powered customer experience and cloud contact centre solutions. Through Genesys Cloud™, its AI-Powered Experience Orchestration platform, Genesys helps organisations orchestrate personalised customer and employee experiences across voice and digital channels. By combining agentic AI, automation and journey orchestration, Genesys enables businesses to improve engagement, operational efficiency, employee productivity and measurable business outcomes.