Asia's #1 Customer Experience
Leaders Platform16 - 19 June 2026 l Amara Sentosa, Singapore
Leaders Platform
16 June 2026 | Pre-Conference Day
Harnessing Agentic AI for Intelligent, Human-Centred Customer Experience
10:30 am - 10:40 am
Welcome & Housekeeping Address
10:40 am - 11:20 am
Human-in-the-Loop by Design: Building Trust, Governance, and Ethical Guardrails for Agentic CX
Damien Cummings -
Chief of AI Strategy & Organisational Transformation,
NUS-ISS
Rajesh Grover - Group Vice President of Artificial Intelligence, Digital and Omnichannel, Kanmo Group
• Designing “human-in-the-loop” models that preserve empathy and contextual judgment
• Establishing governance frameworks for autonomous CX decisions
• Communicating AI involvement clearly to customers to build trust and confidence
• Translating responsible AI principles into day-to-day operational practice
Rajesh Grover
Group Vice President of Artificial Intelligence, Digital and OmnichannelKanmo Group
11:20 am - 12:00 pm
Interactive discussion: Key takeaways and action points
We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!
12:00 pm - 1:00 pm
Lunch & Networking Break
1:00 pm - 1:40 pm
Case Study | Scaling Human-Centred AI in Retail at Kanmo Group
Rajesh Grover -
Group Vice President of Artificial Intelligence, Digital and Omnichannel,
Kanmo Group
Rajesh Grover
Group Vice President of Artificial Intelligence, Digital and OmnichannelKanmo Group
1:40 pm - 2:20 pm
Interactive discussion: Key takeaways and action points
We will break out into a friendly roundtable session to exchange and share key takeaways and actionable points on your learnings from the workshop. Let's learn and grow together!
