CC-APAC Symposium 2025
Connecting Cultures – Elevating Customer Experience through AI and Human Touch
Date: 5-6 November 2025
Time: 09:30 – 17:00
Venue: Anthea Hotel, Shenzhen
AGENDA - DAY ONE
TIME
TOPICS / ACTIVITIES
09:00
Registration
09:30
Opening Ceremony
10:00
AI-Driven Personalization: Balancing Technology and Human Insight
Mr. Ananth X Duvvuri
Head of Conversational Banking and Artificial Intelligence, HSBC
10:30
Converge Tianhe, Building the Future: Access GBA Opportunities Together
Mr. Ted Wong, Secretary General, Guangzhou Tianhe Hong Kong and Macao Youth Entrepreneurship Service Center
Use case sharing: How does AI impact on Customer Experience across Markets
Ms. Renas Hung, Managing Director, DigiDumpling Limited
11:00
Break and Networking
11:30
The Next Leap in Customer Experience Orchestration
Mr. Louis Teoh
Regional Director, Commercial Operations APAC, Genesys
12:00
Health Check Contact Center: A Model for Diagnosing Performance, Optimizing Service
Mr. Andi Anugrah
Chairman, Indonesia Contact Center Association
12:30
Lunch
14:00
Making Digital Humans: Inside V-Studio platform
Mr. Chris Ezekiel
Founder & CEO, Creative Virtual
14:30
How Can “Heartless” AI Create a “Heartfelt” Experience? The Path to Human-Machine Harmony in the BPO Industry
Ms. Gao Lu, Executive Vice President of CITIC Guoan, Honglian 95
15:00
Break and Networking
15:30
Redefine Business Process by AI Agent
Mr. Ivan Kwok
Senior Manager, Business Services & Solution Division, Business Imaging Solution & Production Printing Group, Canon HongKong Company Limited
16:00
A New Wave of AI-driven Customer Experience
Mr. Chris Tsang
Head of Customer Centre, Consumer Banking Group Operations, DBS Bank (Hong Kong) Limited
16:30
Honors Session & Connecting Cultures Lucky Draw
17:00
End of Day One
AGENDA - DAY TWO
TIME
TOPIC / ACTIVITIES
09:30
CX Boardroom 2030: Shaping the Future Together
Mr. Vigneswaran Sivalingam
President of Contact Centre Association Malaysia (CCAM) and Protem Chairperson of CX Malaysia
10:00
From Clicks to Conversations: Voice + AI Powering the Next-Generation Contact Center
Mr. Kevin Lim
Manager of Voca CIC, APAC, AudioCodes
10:30
Beyond Automation: Cultivating Hyper-personalized Customer Journeys with AI and Human Empathy
Mr. Kishore Motwani
International Contact Centre & Citibank Singapore Wealth Operation Head, CitiBank
11:00
Break and Networking
11:30
Innovate to Elevate: 95511’s Digital Success in Action
Mr. Gui Zhaojun – General Manager
Shenzhen Ping An Finserve Co., Ltd. Central Branch
12:00
Fraud Risk Management in the Age of Digital Transformation
Mr. Kok Tin Gan
Partner, PwC Hong Kong
12:30
Lunch
14:00
AI Needs a Home: Balancing Technology with Human-Centric Customer Experience
Ms. Rachel Cui
President of Greater Chinese and East Asian Operations & Senior Consultant for Asia Pacific Region, COPC
14:30
The AI Technology Innovation and Digital Transformation in Taiwan Mobile
Mr. Steve Chou
Vice President, Customer Service of Taiwan Mobile Co., Ltd
15:00
Break and Networking
15:45
The Future of Customer Experience: Navigating the Hybrid Model of AI and Human Interaction
Mr. Chapman Lam
Chairman, Hong Kong Customer Contact Association
16:15
Panel Discussion
16:50
HKCCA Chairman wrap up and closing remarks
17:00
End of the Symposium
Remark:
1. Speakers, topics and sequency of presentations are subject to change without prior notice.
2. The speaker presentations will be delivered in English or Putonghua
3. Simultaneous Interpretation (Putonghua / English) to be provided
4. The Symposium Fee is inclusive of tea breaks and lunches.
Booking:
1. You may register online or contact local Association for booking;
2. Please email the participant’s name, title and email address to secretariat@hkcca.com
SPEAKERS
Mr. Chris Ezekiel, Founder & CEO, Creative Virtual
Chris founded Creative Virtual in 2003 and over the past two decades he has built the company into a globally recognised leader in the field of conversational AI, by building and creating solutions that deliver real business value by solving real business issues. Prior to founding Creative Virtual he was actively involved in the world of virtual assistants and has extensive experience in software engineering, sales and marketing, and he has held director level positions at a number of companies.
Creative Virtual’s V-PersonTM technology, which includes both its V-Person and V-StudioTM products, has earned the company many accolades, including: Best Conversational AI Solutions 2022, Innovation Excellence Leader in Conversational AI (AIxOutlook) and Leaders in Conversational AI (ISG Provider Lens). In 2017 the company was awarded the prestigious Queen’s Award for Enterprise Innovation.
Creative Virtual has offices in UK, USA, Europe, Singapore, and Australia.
Mr. Andi Anugrah, Chairman, ICCA
Andi Anugrah is a visionary leader and innovator in contact center industry in Indonesia. As the founder of Telexindo Bizmart, he has grown the company into a contact center training, consulting, and workforce provider with nearly 1,000 employees. He also plays a key role in the Indonesia Contact Center Association (ICCA) and CC-APAC, designing large-scale training, conferences, and awards programs. With a passion for customer experience, digital transformation, and workforce development, Andi has developed frameworks for Health Check Contact Center model and learning for contact center certification. Outside of business, he is a book and social media author, mentor, and advocate for sustainable leadership.
Mr. Chapman Lam, Chairman, HKCCA
Chapman has over 15 years in senior executive positions in insurance industry under both local and regional capacity for driving customer value propositions and customer engagement transformation through emerging technologies. He is the thought leader in Customer Experience, Customer Strategy and Direct Distribution across Asia Pacific, including leading 3,000+ contact center professionals to generate hundreds of million revenue through direct channel and deploying best in class customer experience practices to achieve market leading position.
Chapman holds a Master of Science degree in Information System and a Bachelor degree in Business Administration. He is a certified COPC Registered Coordinator (both CSP & VMO). Outside of work, Chapman loves sports, particularly tennis and volleyball. He also devotes to community services supporting ethic minorities and elderly.
Mr. Ananth Duvvuri, Head of Conversational Banking & AI, HSBC WPB
Ananth Duvvuri serves as the Head of Conversational Banking & AI at HSBC WPB, leveraging his extensive leadership experience in Digital, Customer Experience, and Contact Centres across six countries.
He has been instrumental in fostering innovation by utilizing Digital and AI capabilities to enhance both customer and frontline experiences. Under his leadership, HSBC Hong Kong WPB is rolling out initiatives designed to deliver top-tier Conversational Banking and AI services to its customers, ensuring seamless integration across Distribution channels. Ananth is dedicated to promoting collaboration among internal teams, external partners, and stakeholders to achieve optimal outcomes for customers.
Mr. Kok Tin Gan, Partner, PwC Hong Kong
Kok Tin is a Partner in PwC’s Cyber Security & Privacy practice with over 17 years of experience. Kok Tin is also the founder of Dark lab, Hackaday and Hackbot. Kok Tin is currently the Vice Chairman of ITSMf HK Chapter and the member of security committee of Fintech Association of HK.
His key areas of expertise and experience include Cyber security strategy, framework, IT security framework (ISO27001, NIST, Multi Level Protection), application security (OWASP, OWASP Mobile) and data security (e.g., PCI DSS), secure development life cycle, DevSecOps, Cloud security, IT risk, security / technology architecture and white hat hacking.
He has co-authored a number of cyber security and technology risk related guidelines for the Regulators in the Asia Pacific Region. He has led ~300 small to large size of security assessment / transformation engagements and has worked across different continents including, Asia, America, Europe and Africa.
Kok Tin is a TED talk speaker and he also founded a dot.com company during his early days of his career.
Mr. Louis Teoh, Regional Director, Commercial Operations APAC, Genesys
Louis Teoh is the Regional Director, Commercial Operations at Genesys APAC. Louis is responsible for Go-To-Market and Cloud CX commercialization strategy in APAC. Prior to Genesys, Louis held regional leadership positions, based in North America and Asia – with advanced analytics provider, SAS Institute, as well as management consulting firm, Accenture. Louis holds an MBA and Degree in Computer Science from the National University of Singapore.
Mr. Chris Tsang, Head of Customer Centre, DBS Bank (Hong Kong) Limited
As the Head of Customer Center at DBS, Chris is a seasoned leader with over 20 years of experience operating and transforming customer centers across various multinational banks.
He excels at identifying process inefficiencies and implementing significant changes to uplift productivity and elevate service levels.
Chris is a strong advocate for leveraging digital solutions and advanced technology to enhance customer interactions, proactively anticipating customer needs and designing strategies to reduce call volumes. He is also a trailblazer in integrating Generative Artificial Intelligence (GenAI) into the customer center, successfully deploying tools that have demonstrably increased agent productivity and effectiveness.
Mr. Zhaojun Gui, General Manager, Shenzhen Ping An Finserve Co., Ltd. Central Branch
Mr. Gui has held senior management positions at Ping An Life Insurance and Ping An Financial Services, where he developed extensive practical expertise in insurance, banking, financial services, and digital transformation. He has been honoured with multiple prestigious awards, including “Ping An Group Outstanding Leader,” “China’s Best Call Center Industry Contribution Award,” and “China Customer Service Inspirational Figure”.
In the field of customer service, he has consistently focused on building an industry-leading service brand. Guided by the principle of “leveraging digital technology to drive business innovation, transform service models, and serve customers with sincerity and professionalism,” he has led comprehensive digital initiatives within the customer service center. These efforts have contributed significantly to creating customer value and advancing the company’s sustainable development.
Mr. Vigneswaran Sivalingam, President of CCAM
Vig is now serving his second term as the President of Contact Centre Association of Malaysia. His contributions to the Association go beyond these leadership roles that he has carried and deep into reprograming some of the key initiatives in CCAM that touched the Training & Skills Certification, Conferences & Engagements, Research & Reporting for CCAM via “The State of CX in Malaysia” and the Industry Partnership Programs for CCAM for the past decade. Vig is also responsible for the set-up of CCAM’s first ever chapter in CX Malaysia in Y2024 where he is serving as the Protem Chairperson concurrently with his role at CCAM now. Vig leads all Government & Industry collaborations for CCAM.
Vig stands proud to be amongst a rare few in the industry who has been recognized with an Industry Career Achievement Awards by CCAM back in Y2013 while also being the winner of the Gold Award for the inaugural Best Head of Contact Centre in Y2012. He is married and a proud father of two daughters.
Ms. Gao Lu, Executive Vice President of CITIC Guoan · Honglian 95.
With over 20 years of deep-rooted experience in the customer contact center, telecommunications, and internet industries, she is a renowned dedicated entrepreneur and a leading figure in the call center sector. Adhering to the philosophy of “persistent service and relentless pursuit of excellence,” she spearheaded the creation of the “121” closed-loop management system, contributed to the formulation of the CCOM national industry standard, and has been instrumental in promoting systematic and scientific management practices in the industry.
As the chief editor, she led the compilation of the book Internet Content Moderation and Information Security Management, integrating practical insights to help enterprises excel in the comprehensive information services sector. Since 2016, as a key executive, she has driven the group to achieve leapfrog growth, expanding its operations to over 45,000 service seats. She has been honored with numerous awards, including “Outstanding Entrepreneur of Guangdong Province” and “Top Ten Outstanding Female Entrepreneurs of Shenzhen.”
Mr. Ted Wong, Secretary General, Guangzhou Tianhe Hong Kong and Macao Youth Entrepreneurship Service Center
Ted has previously served as the Executive General Manager of the Public Relations Department at Hong Kong Ta Kung Wen Wei Media Group, Secretary-General of the Greater Bay Area FinTech Promotion Association, Vice President (2018-2019) of the International Live Events Association (Hong Kong Chapter), and is a member of the Hong Kong Public Relations Professionals Association.
With over 12 years of experience in public relations, he has participated in organizing numerous large-scale events. He is well-versed in both Chinese mainland and Hong Kong cultures, political, business, and social environments, and actively engaged in matters related to the Guangdong-Hong Kong-Macao Greater Bay Area and youth development. He is currently focusing on assisting enterprises from Hong Kong, Macao, and overseas regions to establish and develop their businesses in Tianhe.
Ms. Renas Hung, Managing Director, DigiDumpling Limited
Renas is a pioneering entrepreneur and leader in the fields of digital transformation and artificial intelligence, renowned for his outstanding professional achievements and social influence. As the founder of DigiDumpling, an innovative IT and AI company established in 2017, Renas has driven technological advancements across multiple regions. Headquartered in Hong Kong, with branches in Shenzhen, Zhuhai, Guangzhou, and Malaysia, the company demonstrates Renas’ capability in leading a multinational enterprise. Specializing in website and application development, system integration, AI agent solutions, ESG (Environmental, Social, and Governance) analytical tools, and learning management systems, the company serves corporate clients and small-to-medium enterprises. Under Renas’ leadership, DigiDumpling has become a trusted partner in driving digital transformation, actively promoting the application of AI in real-world business scenarios and fostering sustainable growth.
Mr. Steve Chou, Vice President, Taiwan Mobile Co., Ltd.
Steve is the Vice President of Customer Service at Taiwan Mobile, as well as the President of Taiwan Teleservices and Technology. He also serves as an Executive Director of the Taiwan Contact Center Development Association.
Taiwan Mobile is the second largest telecom operator In Taiwan. Its business includes mobile, fixed-line, broadband, E-commerce…. With 35 years of experience in the customer service, sales, marketing and operation management field, Mr. Chou’s career highlights includes numerous executive roles in the international banks such as Citibank, HSBC, Standard Chartered and various Telecom operators, where he held senior positions in customer service and leads a large customer service organization of more than 1,500 employees. He has led Taiwan Mobile to receive multiple prestigious awards, including the Taiwan Contact Center Gold Award and the Excellence in Customer Service Award.
Mr. Kishore Motwani, International Contact Centre & Citibank Singapore Wealth Operations Head
With almost 30 years of distinguished banking experience across Asia Pacific and the Middle East, Kishore currently holds a pivotal leadership role as the International Head of Contact Centre, Strategy Lead for Asia Wealth Operations, and Singapore Wealth Operations Head at Citibank.
He brings a proven track record of driving operational excellence, client experience transformation, and digital innovation across some of the region’s most dynamic markets. Under his leadership, Citibank has been consistently ranked first in Client Experience in independent market surveys and has won several prestigious industry awards. Kishore is passionate about simplifying customer journeys and leveraging technology to deliver measurable business impact, while maintaining the highest standards of risk governance and compliance.
A dedicated advocate for building diverse and high-performing teams, he thrives in complex, multicultural environments and works closely with stakeholders to scale operations and embed a strong customer-centric framework across the organization.
Mr. Kevin Lim, Manager of Voca CIC, APAC, AudioCodes
Mr. Lim is a Customer Experience (CX) professional with over 20 years of experience driving cloud transformation, technology innovation, service excellence and operational efficiency across the Asia-Pacific region. He specializes in contact center technologies, including CCaaS platforms, Conversational AI, Workforce Engagement Management, and AI-powered analytics. He is passionate about helping organizations modernize their contact centers through AI, analytics, and automation, empowering them to deliver intelligent, human-like customer interactions across digital and voice channels.
Throughout his career, Kevin has been recognized for his visionary approach, consultative selling style, and ability to translate complex technologies into measurable business outcomes.
Ms. Rachel Cui, President of Greater Chinese and East Asian Operations, COPC
Rachel joined COPC Inc. as a Consultant, Asia Pacific Region in 2010 and has provided training, consulting, certification and benchmark review services for both in-house and third party contact centers as well as back-office processing centers, in a diverse range of industries, such as telecommunications, technical support, banking, insurance, energy and travel.
She is now regarded by her clients as a trusted advisor in contact centre operations. She has been certified at COPC Inc. as a lead trainer as well as lead auditor to the COPC® standards.
Rachel has worked with contact center functions from different clients and different regions, such as Huawei, Lenovo, Bank of China, ICBC, Bank of Communications, UOB, Maybank, Malaysia Airline, Ailpay, Taiping Insurance, Sunshine Insurance, China Insurance, Efund, Alibaba, Bytedance, Meituan, JD.com, Mercedes Benz, Didi, Trip, China Mobile, China Telecom, Beijing Unicom, Telstra, Truecorp, ENN, Guangdong State Grid, PCCW, Teleperformance, etc.
Mr. Ivan Kwok, Senior Manager of Business Services & Solution Division, Business Imaging Solution & Production Printing Group, Canon HongKong Company Limited
Ivan has over 10 years experience on sales and marketing in business imaging solution. With rapid changing in business printing environment, Ivan is continuing to explore and develop innovative business imaging solution and document management for handling challenge from different aspects. In 2015, he picks up a new role on promoting the importance of sustainability and mobility with exploring new solution in corporate workflow optimization and competition enhancement through technology.
