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Engage on the Road 2026
Engage on the Road 2026
Kuala Lumpur – 13th August, Thursday
Singapore – 18th August, Tuesday
Hong Kong – 20th August, Thursday
Melbourne – 25th August, Tuesday
Sydney – 27th August, Thursday
Brisbane – 1st September, Tuesday
About
Verint Engage on the Road is the region’s premier customer engagement conference designed to help you perfect your organisation’s customer engagement strategy, uncover the truth behind AI in CX and turn it into AI business outcomes NOW.
With sessions designed for contact centres, back offices, customer experience, and operations, Engage on the Road has been curated to deliver the insights and inspiration you need to get maximum value from your Verint platform. From team leaders to managers and executives, there’s something valuable for every level of your organisation.
This year’s event marks an exciting milestone — your first opportunity to hear directly from Verint about what’s new, what’s next, and what it means for you. Get an exclusive look at the new Verint, the combined power of the Verint and Calabrio portfolio, and a first-hand view of the product roadmap from the experts building it. Register today to secure your seat.
What to Expect
- The Truth Behind AI in CX: Join our local Verint experts as they cut through the noise and share what AI in CX actually looks like in practice — and how it can deliver real, measurable outcomes for your organisation
- The New Verint: Discover the combined power of the Verint and Calabrio portfolio, and what the unified platform means for your CX strategy
- Roadmap & What’s Next: Get an exclusive first look at where the platform is heading, with practical insights into how upcoming innovations can benefit your business
- Networking & Post-Event Drinks: Connect with industry peers and your local Verint experts over drinks and canapés — and leave with the connections and clarity to move your CX strategy forward
Featured Speakers
More speakers to be announced — watch this space
Esther Mai
MD & Head, Digital Banking, Client Experience & Analytics - Standard Chartered Bank📍 Speaking in: Hong Kong
Esther Mai is a leader in the Hong Kong retail banking industry. She has rich experience in Digital, Customer Experience & Operations.
Esther joined Standard Chartered as International Graduate, and has held leadership positions in Risk Management, Operations and Digital Banking. She was the founding member and Chief Operating Officer of Mox Bank since its inception in 2018. Together with the team, she built the Bank from scratch and made it one of the top virtual banks in Hong Kong.
Esther rejoined Standard Chartered Hong Kong in early 2023, with the aspiration to transform banking via technology, innovation, and a sustainable operating model. Under her leadership, the Bank has launched its new mobile app in early 2024, and elevated the customer digital experience since. In 2024, Standard Chartered Hong Kong was named the Best Mobile Banking Service by The Asian Banker, and has taken home the EuroMoney Award for Excellence as Hong Kong’s Best Digital Bank.
Syamsul Kamal Bin Abdul Rahman
Director - Lembaga Hasil Dalam Negeri Malaysia (LHDN)📍 Speaking in: Kuala Lumpur
Mr. Syamsul Kamal Abdul Rahman is the Director of the Infrastructure Services and ICT Operations Division at Lembaga Hasil Dalam Negeri Malaysia (LHDN). In his current role, he oversees the technology infrastructure and ICT operations that support LHDN’s nationwide services and digital transformation initiatives.
He has been actively involved in supporting LHDN’s modernization efforts through the adoption of digital technologies, operational excellence, and innovation in public service delivery. His leadership focuses on ensuring resilient, secure, and efficient technology operations while enabling the organization to meet the evolving expectations of citizens in an increasingly digital environment.
Luey Fang 方俊雄
Secretary General, Service Outsourcing Development Committee - China Customer Contact Center📍 Speaking in: Hong Kong
Luey holds an EMBA from Beijing University of Posts and Telecommunications – Lyon Business School and an MBA from the City University of Macau, and is a certified Certificate in Business Leadership (CBL) Professor.
With over 30 years of experience in customer service and contact centers, he has worked with leading enterprises across Hong Kong and mainland China in telecom, IT, outsourcing, insurance, and wealth management. His expertise includes corporate strategy, digital customer service operations, and training.
He founded Beijing Shunwei Qianli Management Consulting Co., Ltd. in 2020 and serves as Secretary-General of the China Customer Contact Center Service Outsourcing Development Committee, and Senior Consultant to SCP and CC-CMM.
In 2026, he launched “Chill粤,” an AI-powered Cantonese learning app.
Michael Clark
Principal Consultant at CXTT Consulting and Principal Advisory Strategist - CrayonIQ📍 Speaking in: Melbourne, Sydney & Brisbane
Michael Clark is Principal Consultant at CXTT Consulting and Principal Advisory Strategist at CrayonIQ, where he co-authored the 2026 APAC Contact Centre CX Platforms with AI Buyers Guide, one of the region’s most comprehensive independent analyses of CX platforms and AI capability.
With over 25 years of executive leadership across government, financial services and customer operations, including as a CIO, Michael helps organisations navigate the intersection of customer experience, AI and enterprise transformation. Michael is known for challenging conventional thinking, believing organisations rarely have a contact centre problem — more often, they have operating model challenges that surface through customer interactions.
Shivanu Shukla
Senior Vice President - Twimbit📍 Speaking in: Kuala Lumpur & Singapore
Shivanu Shukla is a strategist and thought leader with over two decades of leadership in the ICT sector. His expertise spans Customer Experience, AI innovation, Future of Work, BPO strategy, and Unified Communications.
At Twimbit, he leads the global CX practice — driving research, strategic advisory, journey benchmarking, and technology intelligence for leading enterprises across go-to-market, AI implementation, and digital transformation.
Previously Associate Director at Frost & Sullivan, he led ICT and Public Sector business units across Asia-Pacific. He was also the founder of Teamie, a SaaS-based learning platform.
A sought-after keynote speaker, Shivanu has been quoted by CNBC, BBC, Channel News Asia, and the New York Times. He holds a Bachelor’s in Electrical Engineering with Honours and a Minor in Technopreneurship from NUS, and is a recipient of the SIA-NOL Scholarship.
Dave Rhodes
Chief Executive Officer - Verint📍 Speaking in: Singapore & Hong Kong
Dave Rhodes, the CEO of Verint, brings decades of experience growing and scaling software businesses with a passion for technology innovation that drives business outcomes.
Rhodes joined Calabrio as CEO in 2024, leading the workforce performance company through its combination with Verint, after which he was named CEO of the combined organization. Before Calabrio, he held senior executive roles at Sauce Labs, Unity Software, Paradigm/Emerson, and Autodesk, building a consistent track record of scaling technology businesses and driving growth across global markets.
Rhodes brings a track record of turning technology companies into market leaders, with deep expertise in go-to-market strategy and software-driven growth. At Verint, he leads the company’s mission to help organizations deliver smarter, more connected customer experiences through AI-powered innovation.
Ady Meretz
President, APAC - VerintDaniel Ziv
Global Vice President, AI and Analytics, Product Management and GTM Strategy - VerintManish Shah
VP, Southeast Asia & India - VerintMartyn Riddle
VP, Marketing, APAC – VerintMatty Kaffeman
VP, North Asia & Japan - VerintMichael Stelzer
VP, Australia & New Zealand - VerintAndy Hardy
Director- GTM Strategy, APAC - VerintKate Zawerucha
Director, GTM Strategy, APAC - VerintSean Morten
Director, Partner and Solution Development, Australia - VerintNick Curyer
Director, Back Office Practice APAC - VerintBaheeya Saliba
Manager, Customer Enablement, Australia & New Zealand - VerintArvindh Janarthanan
Sales – Pre-Sales/Solutions Consulting - Verint
W Hotel, Kuala Lumpur – 13th August, Thursday
🕒 10:00 – Registration
🕒 10:30 – The Verint Innovation Roadmap: AI, Workforce, and Contact Center Transformation
What does it take to deliver exceptional customer experiences in the age of AI? Join Verint’s team as we share how innovative organizations are combining human expertise with AI-powered automation to create meaningful business results. Through compelling customer examples and interactive demonstrations, you’ll see how companies are improving service, increasing productivity, uncovering new revenue opportunities, and responding faster to changing customer needs.
🕒 12:00- Market Perspectives & Future Outlook
Shivanu will share expert perspectives on the evolving CX landscape across Southeast Asia, drawing on his extensive experience in AI-driven transformation and customer engagement technologies.
In this session, he will unpack key regional trends in AI adoption and how organizations are leveraging innovation to reshape customer experiences and drive competitive advantage.
Attendees will also gain early insights from Twimbit’s upcoming AI-CX market landscape research, offering actionable intelligence for future-ready CX strategies.
Speaker: Shivanu Shukla, Senior Vice President, Twimbit
🕒 12:30 – Networking Lunch
🕒 13:30 – Beyond the Checkbox: Reinventing Compliance Beyond the 100%
What happens after you achieve 100% customer interaction coverage? Join us to explore the next evolution of AI-powered quality and compliance. Discover how you can better manage regulatory, governance, and data privacy requirements while ensuring every customer interaction is understood, every risk is identified, and every insight drives action. Learn how AI can help your organization stay compliant, improve operational efficiency, and deliver exceptional customer experiences.
🕒 13:50 – The Future of Workforce Intelligence
Verint’s AI-powered Workforce Intelligence capabilities are built into Verint WFM and Calabrio WFM, helping contact centres automate routine workforce management tasks, adjust schedules more easily, gain useful insights, and make faster, smarter decisions. These tools address key challenges faced by organisations to manage peak periods, as well as support flexible work arrangements. In this session, we will preview 2 of these capabilities—Agent Assist and Operations Assist.
🕒 14:10 – From Data to Decisions: The Evolution of Desktop Intelligence
Get a first look at Verint’s next-generation Process Analytics capabilities. Verint’s AI-powered Desktop Intelligence shows organizations how work is actually being done across applications and systems, helping uncover bottlenecks, reduce manual effort, improve productivity, and strengthen compliance. This session will preview Desktop Activity Bot and Process Discovery Bot, two new capabilities that help organizations gain visibility into employee workflows and identify opportunities for process improvement.
🕒 14:30 – Customer Experience in Action
Join Mr. Syamsul Kamal Abdul Rahman as he shares how Malaysia’s tax authority is transforming taxpayer engagement through digital innovation, automation, and data-driven services. Drawing on LHDN’s experience serving millions of taxpayers, he will explore key initiatives that have improved service accessibility, operational efficiency, and citizen interactions. The session will highlight practical lessons from leading large-scale transformation in the public sector and the role of emerging technologies in delivering better outcomes. Attendees will also gain insights into future opportunities for AI-enabled, citizen-centric services that balance innovation with public expectations.
Speaker: Syamsul Kamal Abdul Rahman, Director of Infrastructure Services and ICT Operations Division at LHDN
🕒 15:00 – Event Close
Pan Pacific, Singapore – 18th August, Tuesday
🕒 12:00 – Lunch & Registration
🕒 13:10 – Verint CEO Keynote
AI is everywhere, but many organizations are still struggling to turn AI investments into measurable business outcomes. Join Verint CEO Dave Rhodes for an honest look at what separates successful AI initiatives from those that fall short. Discover how Verint and Calabrio are helping organizations harness AI, automation, and workforce innovation to improve customer experience, increase productivity, and drive real business value.
Speaker: Dave Rhodes, CEO, Verint
🕒 13:30 – The Verint Innovation Roadmap: AI, Workforce, and Contact Center Transformation
What does it take to deliver exceptional customer experiences in the age of AI? Join Verint’s team as we share how innovative organizations are combining human expertise with AI-powered automation to create meaningful business results. Through compelling customer examples and interactive demonstrations, you’ll see how companies are improving service, increasing productivity, uncovering new revenue opportunities, and responding faster to changing customer needs.
🕒 14:40 – Market Perspectives & Future Outlook
Shivanu will share expert perspectives on the evolving CX landscape across Southeast Asia, drawing on his extensive experience in AI-driven transformation and customer engagement technologies.
In this session, he will unpack key regional trends in AI adoption and how organizations are leveraging innovation to reshape customer experiences and drive competitive advantage.
Attendees will also gain early insights from Twimbit’s upcoming AI-CX market landscape research, offering actionable intelligence for future-ready CX strategies.
Speaker: Shivanu Shukla, Senior Vice President, Twimbit
🕒 15:10 – Break
🕒 15:30 – Beyond the Checkbox: Reinventing Compliance Beyond the 100%
What happens after you achieve 100% customer interaction coverage? Join us to explore the next evolution of AI-powered quality and compliance. Discover how you can better manage regulatory, governance, and data privacy requirements while ensuring every customer interaction is understood, every risk is identified, and every insight drives action. Learn how AI can help your organization stay compliant, improve operational efficiency, and deliver exceptional customer experiences.
🕒 15:45 – Customer Experience in Action
🕒 16:15 – The Future of Workforce Intelligence
Verint’s AI-powered Workforce Intelligence capabilities are built into Verint WFM and Calabrio WFM, helping contact centres automate routine workforce management tasks, adjust schedules more easily, gain useful insights, and make faster, smarter decisions. These tools address key challenges faced by organisations to manage peak periods, as well as support flexible work arrangements. In this session, we will preview 2 of these capabilities—Agent Assist and Operations Assist.
🕒 16:35 – From Data to Decisions: The Evolution of Desktop Intelligence
Get a first look at Verint’s next-generation Process Analytics capabilities. Verint’s AI-powered Desktop Intelligence shows organizations how work is actually being done across applications and systems, helping uncover bottlenecks, reduce manual effort, improve productivity, and strengthen compliance. This session will preview Desktop Activity Bot and Process Discovery Bot, two new capabilities that help organizations gain visibility into employee workflows and identify opportunities for process improvement.
🕒 17:00- Networking Drinks & Canapes
🕒 19:00 – Event Close
Rosewood, Hong Kong – 20th August, Thursday
🕒 13:00 – Lunch & Registration
🕒 14:00 – Verint CEO Keynote
AI is everywhere, but many organizations are still struggling to turn AI investments into measurable business outcomes. Join Verint CEO Dave Rhodes for an honest look at what separates successful AI initiatives from those that fall short. Discover how Verint and Calabrio are helping organizations harness AI, automation, and workforce innovation to improve customer experience, increase productivity, and drive real business value.
Speaker: Dave Rhodes, CEO, Verint
🕒 14:20 – The Verint Innovation Roadmap: AI, Workforce, and Contact Center Transformation
What does it take to deliver exceptional customer experiences in the age of AI? Join Verint’s team as we share how innovative organizations are combining human expertise with AI-powered automation to create meaningful business results. Through compelling customer examples and interactive demonstrations, you’ll see how companies are improving service, increasing productivity, uncovering new revenue opportunities, and responding faster to changing customer needs.
🕒 15:30 – Market Perspectives & Expert Insights
Luey, a veteran of the industry, brings over 30 years of hands-on experience across customer service and contact center transformation.
In this session, he will share real-world insights from large-scale research across Chinese enterprises on AI adoption in contact centers, highlighting both the gains and challenges from the enterprise user perspective, alongside his own journey as a former Verint customer navigating transformation.
Attendees can look forward to thought-provoking perspectives on the future of AI in CX, including how AI amplifies human capability, reshapes competitive advantage, and elevates the importance of trust, creativity, and human connection in an increasingly automated world.
Speaker: Luey Fang, Secretary-General of the China Customer Contact Center Service Outsourcing Development Committee
🕒 16:00 – Break
🕒 16:15 – Beyond the Checkbox: Reinventing Compliance Beyond the 100%
What happens after you achieve 100% customer interaction coverage? Join us to explore the next evolution of AI-powered quality and compliance. Discover how you can better manage regulatory, governance, and data privacy requirements while ensuring every customer interaction is understood, every risk is identified, and every insight drives action. Learn how AI can help your organization stay compliant, improve operational efficiency, and deliver exceptional customer experiences.
🕒 16:35 – Customer Experience in Action
With contact centre operations spanning more than 20 markets, Standard Chartered Bank is undertaking a major transformation journey to create a more unified and consistent customer experience across its global footprint, while supporting the bank’s affluent growth strategy and elevating the client experience.
In this fireside chat, Esther will share the realities of driving change in a complex environment where platforms, processes and operating models have evolved independently over time. She will discuss the challenges of alignment at scale, balancing global consistency with local market needs, and navigating the reality of transformation in a highly dynamic landscape. She will also share where the bank is already seeing success from customer-facing AI initiatives. Attendees will gain practical insights into balancing long-term transformation goals with quick wins that deliver measurable customer and business value.
Speaker: Esther Mai, Managing Director, Head of Digital Banking, Client Experience and Analytics, Standard Chartered Bank
🕒 17:05 – The Future of Workforce Intelligence
Verint’s AI-powered Workforce Intelligence capabilities are built into Verint WFM and Calabrio WFM, helping contact centres automate routine workforce management tasks, adjust schedules more easily, gain useful insights, and make faster, smarter decisions. These tools address key challenges faced by organisations to manage peak periods, as well as support flexible work arrangements. In this session, we will preview 2 of these capabilities—Agent Assist and Operations Assist.
🕒 17:25 – From Data to Decisions: The Evolution of Desktop Intelligence
Get a first look at Verint’s next-generation Process Analytics capabilities. Verint’s AI-powered Desktop Intelligence shows organizations how work is actually being done across applications and systems, helping uncover bottlenecks, reduce manual effort, improve productivity, and strengthen compliance. This session will preview Desktop Activity Bot and Process Discovery Bot, two new capabilities that help organizations gain visibility into employee workflows and identify opportunities for process improvement.
🕒 18:00 – Networking Drinks & Canapes
🕒 19:00 – Event Close
Queens & Collins, Melbourne – 25th August, Tuesday
🕒 12:00 – Registration and Lunch
🕒 13:00 – Welcome and opening address
Speaker: Martyn Riddle, VP, Marketing, APAC, Verint
🕒 13:10 – Keynote: Inside the AI Reality Check
Speaker: Michael Stelzer, VP, Australia & New Zealand, Verint
🕒 13:30 – Unlocking Outcomes with AI and Human Workforce
Speaker: Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
🕒 13:50 – Deploying AI Across CX Operations
Speakers: Andy Hardy, Director- GTM Strategy, APAC, Verint
Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint &
Arvindh Janarthanan, Sales – Pre-Sales/Solutions Consulting, Verint
🕒 14:40 – Navigating the APAC CX AI Market – Fireside Chat
Speaker: Michael Clark, Principal Consultant at CXTT Consulting and Principal Advisory Strategist, CrayonIQ
🕒 15:00 – Break
🕒 15:30 – Reinventing Compliance Beyond the 100%
Speakers: Kate Zawerucha, Director, GTM Strategy, APAC, Verint &
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint
🕒 15:50 – Customer Presentation
🕒 16:10 – The Future of Workforce Intelligence
Speakers: Nick Curyer, Director, Back Office Practice APAC, Verint &
Sean Morten, Partner and Solution Development Director – Australia, Verint
🕒 16:30 – From Data to Decisions: The Evolution of Desktop Intelligence
Speaker: Nick Curyer, Director, Back Office Practice APAC, Verint
🕒 16:50 – Wrap up and Close
Speakers: Martyn Riddle, VP, Marketing, APAC, Verint &
Michael Stelzer, VP, Australia & New Zealand, Verint
Fullerton Hotel, Sydney – 27th August, Thursday
🕒 12:00 – Registration and Lunch
🕒 13:00 – Welcome and opening address
Speaker: Martyn Riddle, VP, Marketing, APAC, Verint
🕒 13:10 – Keynote: Inside the AI Reality Check
Speaker: Michael Stelzer, VP, Australia & New Zealand, Verint
🕒 13:30 – Unlocking Outcomes with AI and Human Workforce
Speaker: Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
🕒 13:50 – Deploying AI Across CX Operations
Speakers: Andy Hardy, Director- GTM Strategy, APAC, Verint
Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint &
Arvindh Janarthanan, Sales – Pre-Sales/Solutions Consulting, Verint
🕒 14:40 – Navigating the APAC CX AI Market – Fireside Chat
Speaker: Michael Clark, Principal Consultant at CXTT Consulting and Principal Advisory Strategist, CrayonIQ
🕒 15:00 – Break
🕒 15:30 – Reinventing Compliance Beyond the 100%
Speakers: Kate Zawerucha, Director, GTM Strategy, APAC, Verint &
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint
🕒 15:50 – Customer Presentation
🕒 16:10 – The Future of Workforce Intelligence
Speakers: Nick Curyer, Director, Back Office Practice APAC, Verint &
Sean Morten, Partner and Solution Development Director – Australia, Verint
🕒 16:30 – From Data to Decisions: The Evolution of Desktop Intelligence
Speaker: Nick Curyer, Director, Back Office Practice APAC, Verint
🕒 16:50 – Wrap up and Close
Speakers: Martyn Riddle, VP, Marketing, APAC, Verint &
Michael Stelzer, VP, Australia & New Zealand, Verint
Rivershed West, Brisbane – 1st September, Tuesday
🕒 12:00 – Registration and Lunch
🕒 13:00 – Welcome and opening address
Speaker: Martyn Riddle, VP, Marketing, APAC, Verint
🕒 13:10 – Keynote: Inside the AI Reality Check
Speaker: Michael Stelzer, VP, Australia & New Zealand, Verint
🕒 13:30 – Unlocking Outcomes with AI and Human Workforce
Speaker: Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
🕒 13:50 – Deploying AI Across CX Operations
Speakers: Andy Hardy, Director- GTM Strategy, APAC, Verint
Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint &
Arvindh Janarthanan, Sales – Pre-Sales/Solutions Consulting, Verint
🕒 14:40 – Navigating the APAC CX AI Market – Fireside Chat
Speaker: Michael Clark, Principal Consultant at CXTT Consulting and Principal Advisory Strategist, CrayonIQ
🕒 15:00 – Break
🕒 15:30 – Reinventing Compliance Beyond the 100%
Speakers: Kate Zawerucha, Director, GTM Strategy, APAC, Verint &
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint
🕒 15:50 – Customer Presentation
🕒 16:10 – The Future of Workforce Intelligence
Speakers: Nick Curyer, Director, Back Office Practice APAC, Verint &
Sean Morten, Partner and Solution Development Director – Australia, Verint
🕒 16:30 – From Data to Decisions: The Evolution of Desktop Intelligence
Speaker: Nick Curyer, Director, Back Office Practice APAC, Verint
🕒 16:50 – Wrap up and Close
Speakers: Martyn Riddle, VP, Marketing, APAC, Verint &
Michael Stelzer, VP, Australia & New Zealand, Verint
W Hotel, Kuala Lumpur – 13th August, Thursday
🕒 10:00 – Registration
🕒 10:30 – The Verint Innovation Roadmap: AI, Workforce, and Contact Center Transformation
What does it take to deliver exceptional customer experiences in the age of AI? Join Verint’s team as we share how innovative organizations are combining human expertise with AI-powered automation to create meaningful business results. Through compelling customer examples and interactive demonstrations, you’ll see how companies are improving service, increasing productivity, uncovering new revenue opportunities, and responding faster to changing customer needs.
🕒 12:00- Market Perspectives & Future Outlook
Shivanu will share expert perspectives on the evolving CX landscape across Southeast Asia, drawing on his extensive experience in AI-driven transformation and customer engagement technologies.
In this session, he will unpack key regional trends in AI adoption and how organizations are leveraging innovation to reshape customer experiences and drive competitive advantage.
Attendees will also gain early insights from Twimbit’s upcoming AI-CX market landscape research, offering actionable intelligence for future-ready CX strategies.
Speaker: Shivanu Shukla, Senior Vice President, Twimbit
🕒 12:30 – Networking Lunch
🕒 13:30 – Beyond the Checkbox: Reinventing Compliance Beyond the 100%
What happens after you achieve 100% customer interaction coverage? Join us to explore the next evolution of AI-powered quality and compliance. Discover how you can better manage regulatory, governance, and data privacy requirements while ensuring every customer interaction is understood, every risk is identified, and every insight drives action. Learn how AI can help your organization stay compliant, improve operational efficiency, and deliver exceptional customer experiences.
🕒 13:50 – The Future of Workforce Intelligence
Verint’s AI-powered Workforce Intelligence capabilities are built into Verint WFM and Calabrio WFM, helping contact centres automate routine workforce management tasks, adjust schedules more easily, gain useful insights, and make faster, smarter decisions. These tools address key challenges faced by organisations to manage peak periods, as well as support flexible work arrangements. In this session, we will preview 2 of these capabilities—Agent Assist and Operations Assist.
🕒 14:10 – From Data to Decisions: The Evolution of Desktop Intelligence
Get a first look at Verint’s next-generation Process Analytics capabilities. Verint’s AI-powered Desktop Intelligence shows organizations how work is actually being done across applications and systems, helping uncover bottlenecks, reduce manual effort, improve productivity, and strengthen compliance. This session will preview Desktop Activity Bot and Process Discovery Bot, two new capabilities that help organizations gain visibility into employee workflows and identify opportunities for process improvement.
🕒 14:30 – Customer Experience in Action
Join Mr. Syamsul Kamal Abdul Rahman as he shares how Malaysia’s tax authority is transforming taxpayer engagement through digital innovation, automation, and data-driven services. Drawing on LHDN’s experience serving millions of taxpayers, he will explore key initiatives that have improved service accessibility, operational efficiency, and citizen interactions. The session will highlight practical lessons from leading large-scale transformation in the public sector and the role of emerging technologies in delivering better outcomes. Attendees will also gain insights into future opportunities for AI-enabled, citizen-centric services that balance innovation with public expectations.
Speaker: Syamsul Kamal Abdul Rahman, Director of Infrastructure Services and ICT Operations Division at LHDN
🕒 15:00 – Event Close
Pan Pacific, Singapore – 18th August, Tuesday
🕒 12:00 – Lunch & Registration
🕒 13:10 – Verint CEO Keynote
AI is everywhere, but many organizations are still struggling to turn AI investments into measurable business outcomes. Join Verint CEO Dave Rhodes for an honest look at what separates successful AI initiatives from those that fall short. Discover how Verint and Calabrio are helping organizations harness AI, automation, and workforce innovation to improve customer experience, increase productivity, and drive real business value.
Speaker: Dave Rhodes, CEO, Verint
🕒 13:30 – The Verint Innovation Roadmap: AI, Workforce, and Contact Center Transformation
What does it take to deliver exceptional customer experiences in the age of AI? Join Verint’s team as we share how innovative organizations are combining human expertise with AI-powered automation to create meaningful business results. Through compelling customer examples and interactive demonstrations, you’ll see how companies are improving service, increasing productivity, uncovering new revenue opportunities, and responding faster to changing customer needs.
🕒 14:40 – Market Perspectives & Future Outlook
Shivanu will share expert perspectives on the evolving CX landscape across Southeast Asia, drawing on his extensive experience in AI-driven transformation and customer engagement technologies.
In this session, he will unpack key regional trends in AI adoption and how organizations are leveraging innovation to reshape customer experiences and drive competitive advantage.
Attendees will also gain early insights from Twimbit’s upcoming AI-CX market landscape research, offering actionable intelligence for future-ready CX strategies.
Speaker: Shivanu Shukla, Senior Vice President, Twimbit
🕒 15:10 – Break
🕒 15:30 – Beyond the Checkbox: Reinventing Compliance Beyond the 100%
What happens after you achieve 100% customer interaction coverage? Join us to explore the next evolution of AI-powered quality and compliance. Discover how you can better manage regulatory, governance, and data privacy requirements while ensuring every customer interaction is understood, every risk is identified, and every insight drives action. Learn how AI can help your organization stay compliant, improve operational efficiency, and deliver exceptional customer experiences.
🕒 15:45 – Customer Experience in Action
🕒 16:15 – The Future of Workforce Intelligence
Verint’s AI-powered Workforce Intelligence capabilities are built into Verint WFM and Calabrio WFM, helping contact centres automate routine workforce management tasks, adjust schedules more easily, gain useful insights, and make faster, smarter decisions. These tools address key challenges faced by organisations to manage peak periods, as well as support flexible work arrangements. In this session, we will preview 2 of these capabilities—Agent Assist and Operations Assist.
🕒 16:35 – From Data to Decisions: The Evolution of Desktop Intelligence
Get a first look at Verint’s next-generation Process Analytics capabilities. Verint’s AI-powered Desktop Intelligence shows organizations how work is actually being done across applications and systems, helping uncover bottlenecks, reduce manual effort, improve productivity, and strengthen compliance. This session will preview Desktop Activity Bot and Process Discovery Bot, two new capabilities that help organizations gain visibility into employee workflows and identify opportunities for process improvement.
🕒 17:00- Networking Drinks & Canapes
🕒 19:00 – Event Close
Rosewood, Hong Kong – 20th August, Thursday
🕒 13:00 – Lunch & Registration
🕒 14:00 – Verint CEO Keynote
AI is everywhere, but many organizations are still struggling to turn AI investments into measurable business outcomes. Join Verint CEO Dave Rhodes for an honest look at what separates successful AI initiatives from those that fall short. Discover how Verint and Calabrio are helping organizations harness AI, automation, and workforce innovation to improve customer experience, increase productivity, and drive real business value.
Speaker: Dave Rhodes, CEO, Verint
🕒 14:20 – The Verint Innovation Roadmap: AI, Workforce, and Contact Center Transformation
What does it take to deliver exceptional customer experiences in the age of AI? Join Verint’s team as we share how innovative organizations are combining human expertise with AI-powered automation to create meaningful business results. Through compelling customer examples and interactive demonstrations, you’ll see how companies are improving service, increasing productivity, uncovering new revenue opportunities, and responding faster to changing customer needs.
🕒 15:30 – Market Perspectives & Expert Insights
Luey, a veteran of the industry, brings over 30 years of hands-on experience across customer service and contact center transformation.
In this session, he will share real-world insights from large-scale research across Chinese enterprises on AI adoption in contact centers, highlighting both the gains and challenges from the enterprise user perspective, alongside his own journey as a former Verint customer navigating transformation.
Attendees can look forward to thought-provoking perspectives on the future of AI in CX, including how AI amplifies human capability, reshapes competitive advantage, and elevates the importance of trust, creativity, and human connection in an increasingly automated world.
Speaker: Luey Fang, Secretary-General of the China Customer Contact Center Service Outsourcing Development Committee
🕒 16:00 – Break
🕒 16:15 – Beyond the Checkbox: Reinventing Compliance Beyond the 100%
What happens after you achieve 100% customer interaction coverage? Join us to explore the next evolution of AI-powered quality and compliance. Discover how you can better manage regulatory, governance, and data privacy requirements while ensuring every customer interaction is understood, every risk is identified, and every insight drives action. Learn how AI can help your organization stay compliant, improve operational efficiency, and deliver exceptional customer experiences.
🕒 16:35 – Customer Experience in Action
With contact centre operations spanning more than 20 markets, Standard Chartered Bank is undertaking a major transformation journey to create a more unified and consistent customer experience across its global footprint, while supporting the bank’s affluent growth strategy and elevating the client experience.
In this fireside chat, Esther will share the realities of driving change in a complex environment where platforms, processes and operating models have evolved independently over time. She will discuss the challenges of alignment at scale, balancing global consistency with local market needs, and navigating the reality of transformation in a highly dynamic landscape. She will also share where the bank is already seeing success from customer-facing AI initiatives. Attendees will gain practical insights into balancing long-term transformation goals with quick wins that deliver measurable customer and business value.
Speaker: Esther Mai, Managing Director, Head of Digital Banking, Client Experience and Analytics, Standard Chartered Bank
🕒 17:05 – The Future of Workforce Intelligence
Verint’s AI-powered Workforce Intelligence capabilities are built into Verint WFM and Calabrio WFM, helping contact centres automate routine workforce management tasks, adjust schedules more easily, gain useful insights, and make faster, smarter decisions. These tools address key challenges faced by organisations to manage peak periods, as well as support flexible work arrangements. In this session, we will preview 2 of these capabilities—Agent Assist and Operations Assist.
🕒 17:25 – From Data to Decisions: The Evolution of Desktop Intelligence
Get a first look at Verint’s next-generation Process Analytics capabilities. Verint’s AI-powered Desktop Intelligence shows organizations how work is actually being done across applications and systems, helping uncover bottlenecks, reduce manual effort, improve productivity, and strengthen compliance. This session will preview Desktop Activity Bot and Process Discovery Bot, two new capabilities that help organizations gain visibility into employee workflows and identify opportunities for process improvement.
🕒 18:00 – Networking Drinks & Canapes
🕒 19:00 – Event Close
Queens & Collins, Melbourne – 25th August, Tuesday
🕒 12:00 – Registration and Lunch
🕒 13:00 – Welcome and opening address
Speaker: Martyn Riddle, VP, Marketing, APAC, Verint
🕒 13:10 – Keynote: Inside the AI Reality Check
Speaker: Michael Stelzer, VP, Australia & New Zealand, Verint
🕒 13:30 – Unlocking Outcomes with AI and Human Workforce
Speaker: Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
🕒 13:50 – Deploying AI Across CX Operations
Speakers: Andy Hardy, Director- GTM Strategy, APAC, Verint
Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint &
Arvindh Janarthanan, Sales – Pre-Sales/Solutions Consulting, Verint
🕒 14:40 – Navigating the APAC CX AI Market – Fireside Chat
Speaker: Michael Clark, Principal Consultant at CXTT Consulting and Principal Advisory Strategist, CrayonIQ
🕒 15:00 – Break
🕒 15:30 – Reinventing Compliance Beyond the 100%
Speakers: Kate Zawerucha, Director, GTM Strategy, APAC, Verint &
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint
🕒 15:50 – Customer Presentation
🕒 16:10 – The Future of Workforce Intelligence
Speakers: Nick Curyer, Director, Back Office Practice APAC, Verint &
Sean Morten, Partner and Solution Development Director – Australia, Verint
🕒 16:30 – From Data to Decisions: The Evolution of Desktop Intelligence
Speaker: Nick Curyer, Director, Back Office Practice APAC, Verint
🕒 16:50 – Wrap up and Close
Speakers: Martyn Riddle, VP, Marketing, APAC, Verint &
Michael Stelzer, VP, Australia & New Zealand, Verint
Fullerton Hotel, Sydney – 27th August, Thursday
🕒 12:00 – Registration and Lunch
🕒 13:00 – Welcome and opening address
Speaker: Martyn Riddle, VP, Marketing, APAC, Verint
🕒 13:10 – Keynote: Inside the AI Reality Check
Speaker: Michael Stelzer, VP, Australia & New Zealand, Verint
🕒 13:30 – Unlocking Outcomes with AI and Human Workforce
Speaker: Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
🕒 13:50 – Deploying AI Across CX Operations
Speakers: Andy Hardy, Director- GTM Strategy, APAC, Verint
Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint &
Arvindh Janarthanan, Sales – Pre-Sales/Solutions Consulting, Verint
🕒 14:40 – Navigating the APAC CX AI Market – Fireside Chat
Speaker: Michael Clark, Principal Consultant at CXTT Consulting and Principal Advisory Strategist, CrayonIQ
🕒 15:00 – Break
🕒 15:30 – Reinventing Compliance Beyond the 100%
Speakers: Kate Zawerucha, Director, GTM Strategy, APAC, Verint &
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint
🕒 15:50 – Customer Presentation
🕒 16:10 – The Future of Workforce Intelligence
Speakers: Nick Curyer, Director, Back Office Practice APAC, Verint &
Sean Morten, Partner and Solution Development Director – Australia, Verint
🕒 16:30 – From Data to Decisions: The Evolution of Desktop Intelligence
Speaker: Nick Curyer, Director, Back Office Practice APAC, Verint
🕒 16:50 – Wrap up and Close
Speakers: Martyn Riddle, VP, Marketing, APAC, Verint &
Michael Stelzer, VP, Australia & New Zealand, Verint
Rivershed West, Brisbane – 1st September, Tuesday
🕒 12:00 – Registration and Lunch
🕒 13:00 – Welcome and opening address
Speaker: Martyn Riddle, VP, Marketing, APAC, Verint
🕒 13:10 – Keynote: Inside the AI Reality Check
Speaker: Michael Stelzer, VP, Australia & New Zealand, Verint
🕒 13:30 – Unlocking Outcomes with AI and Human Workforce
Speaker: Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
🕒 13:50 – Deploying AI Across CX Operations
Speakers: Andy Hardy, Director- GTM Strategy, APAC, Verint
Daniel Ziv, Global Vice President, AI and Analytics, Product Management and GTM Strategy, Verint
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint &
Arvindh Janarthanan, Sales – Pre-Sales/Solutions Consulting, Verint
🕒 14:40 – Navigating the APAC CX AI Market – Fireside Chat
Speaker: Michael Clark, Principal Consultant at CXTT Consulting and Principal Advisory Strategist, CrayonIQ
🕒 15:00 – Break
🕒 15:30 – Reinventing Compliance Beyond the 100%
Speakers: Kate Zawerucha, Director, GTM Strategy, APAC, Verint &
Baheeya Saliba, Manager, Customer Enablement, Australia & New Zealand, Verint
🕒 15:50 – Customer Presentation
🕒 16:10 – The Future of Workforce Intelligence
Speakers: Nick Curyer, Director, Back Office Practice APAC, Verint &
Sean Morten, Partner and Solution Development Director – Australia, Verint
🕒 16:30 – From Data to Decisions: The Evolution of Desktop Intelligence
Speaker: Nick Curyer, Director, Back Office Practice APAC, Verint
🕒 16:50 – Wrap up and Close
Speakers: Martyn Riddle, VP, Marketing, APAC, Verint &
Michael Stelzer, VP, Australia & New Zealand, Verint
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