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
From Automation to Agency: Designing Agentic AI That Acts with Purpose and Control
• Understanding the shift from rules-based automation to agent-driven decisioning in CX operations
• Defining where AI should act independently versus when human intervention is essential
• Designing escalation, override, and accountability models for agentic workflows
• Avoiding common failure points when scaling autonomous CX systems
11:20 am - 12:00 pm
Human-in-the-Loop by Design: Building Trust, Governance, and Ethical Guardrails for Agentic CX
• Designing “human-in-the-loop” models that preserve empathy and contextual judgment
12:00 pm - 1:00 pm
Lunch & Networking Break
1:00 pm - 1:40 pm
Experience Orchestration at Scale: Using Agentic AI to Anticipate, Decide, and Act in Real Time
• Connecting behavioural, operational, and contextual signals to trigger autonomous CX actions
• Designing adaptive journeys that respond dynamically to customer intent and risk
• Moving from reactive service models to predictive, self-optimising experiences
• Measuring impact through speed, satisfaction, effort reduction, and commercial outcomes
