Organizing Chairperson, CX Summit 2026
President, Contact Centre Association of Malaysia (CCAM)
Protem Chairperson, CX Malaysia

As we count down to CX Summit 2026, it gives me great pleasure to invite you to join us on 25–26 November 2026 for what promises to be one of the region’s most engaging and insightful gatherings dedicated to the future of customer experience.

Held under the theme “CX – Connected by Intelligence”, this year’s Summit explores a defining shift taking place across businesses and organisations worldwide. In an era where customer expectations continue to evolve at unprecedented speed, exceptional experiences are increasingly shaped by the convergence of artificial intelligence, human intelligence and data intelligence. Together, these interconnected sources of intelligence are transforming how organisations understand, engage and create value for the customers and communities they serve.

CX Summit 2026 has been carefully curated to bring together leading voices, practitioners, innovators and decision-makers from across Malaysia and the Asia Pacific region. Over two days, delegates will gain access to a rich programme of thought leadership, practical insights, innovation showcases and real-world transformation stories from organisations that are redefining customer experience in meaningful and measurable ways.

Our speakers will share perspectives on emerging trends, digital transformation, AI adoption, customer engagement strategies, workforce evolution and the leadership required to navigate an increasingly connected future. More importantly, the Summit will focus on practical applications and lessons learned, enabling participants to take away ideas and approaches that can be translated into tangible outcomes within their own organisations.

Beyond the conference sessions, CX Summit 2026 is designed to foster meaningful conversations and valuable business connections. It provides a platform for industry leaders, CX professionals, technology partners, policymakers and business stakeholders to exchange ideas, build relationships and explore new opportunities for collaboration.

As President of the Contact Centre Association of Malaysia (CCAM), Protem Chairperson of CX Malaysia and Organizing Chairperson of CX Summit 2026, I am encouraged by the growing recognition that customer experience is no longer a supporting business function—it is a strategic capability that influences growth, competitiveness and long-term sustainability. As organisations navigate increasing complexity and rapid technological advancement, the ability to connect intelligence across people, processes, technology and data will become a defining characteristic of future-ready enterprises.

Whether you are a CX leader, business executive, customer service professional, digital transformation practitioner, policymaker or technology innovator, CX Summit 2026 offers a unique opportunity to learn from industry pioneers, connect with peers and partners, discover emerging solutions, and contribute to shaping the future of customer experience in our region.

I invite you to be part of this important conversation and join us in exploring how intelligence, in all its forms, can be connected to create experiences that are more human, more insightful and more impactful.

“The future of customer experience will be defined not by artificial intelligence alone, but by how effectively we connect artificial, human and data intelligence to create experiences that matter.”

We look forward to welcoming you to CX Summit 2026 this November.