On September 10, 2024, Freshworks hosted a dynamic and forward-thinking event, The Freshworks Experience, at the Grand Hyatt in Kuala Lumpur. Organized by Freshworks, a global leader in customer and employee experience software, the event brought together industry leaders, innovators, and business professionals eager to explore how artificial intelligence (AI) is reshaping the future of work. With a focus on transforming both customer and employee experiences, the event highlighted how AI can be leveraged to meet the evolving demands of modern businesses.
The event attracted a diverse audience, including business executives, IT professionals, customer service leaders, and HR specialists. These attendees were keen to understand how AI can drive operational efficiency, enhance service delivery, and improve overall organizational performance. The discussions were tailored for decision-makers across various industries, from telecommunications to finance, as well as companies seeking to implement or optimize AI solutions within their operations.
The day kicked off with an insightful Welcome Note from Francois Teo, Regional Director for Asia at Freshworks, setting the tone for the event by unveiling the significance of AI in today’s business landscape. The first keynote session was delivered by Simon Ma, Managing Director for Asia at Freshworks, who explored how generative AI (Gen AI) is elevating both employee and customer experiences. Ma emphasized how the integration of AI can empower businesses to offer personalized, seamless interactions, driving productivity and satisfaction.
Following the keynote, the audience gained valuable insights into strategic partnerships through the session on Partners in Delivering Hypergrowth, led by Matthew Khaw, Head of Focus Partner Sales at AWS ASEAN. Khaw explored how collaboration between technology providers and businesses can unlock new opportunities for AI adoption, helping companies scale rapidly and effectively.
One of the event’s highlights was a thought-provoking Panel Discussion moderated by Malcolm Koh, Head of CX Advisory at Freshworks APMEA. The panel, composed of key industry leaders such as Subash Cobi, AGM of Technology Architecture & Management at TMOne, Prabhuraajan Selvarajan, CIO at TimeDotCom, and Ts Izzat Aziz, CTO at Permodalan Nasional Berhad, delved into the new standards of AI-powered experiences. The discussion revolved around the practicalities of integrating AI to drive productivity, operational efficiency, and more effective decision-making. The panelists provided a range of perspectives on AI’s role in improving customer service, employee experience, and IT operations.
The event also included focused Customer Experience and Employee Experience sessions. These tracks showcased the tangible benefits AI is delivering in both areas. A Customer Spotlight session with Satesh Vasu, Head of Customer Service at TIME dotCom Berhad, provided real-world insights into how AI-powered tools have streamlined operations and enhanced customer service delivery. Vasu shared how AI has helped TIME dotCom adapt to evolving customer needs while reducing manual workloads and improving response times.
In the Employee Experience track, Kavitha Arumugam, IT Ops Team Lead at QI Group, shared her experiences in integrating AI into IT operations. Arumugam highlighted the ways AI has empowered teams to automate routine tasks, allowing them to focus on higher-value activities and improve job satisfaction. Both sessions were accompanied by Solution Showcases, where Freshworks’ experts, such as Zonaldson Quah and Sindhuja Jayaraj, demonstrated innovative AI-driven solutions that are transforming the customer and employee experience landscapes.
The event also offered insights into the future of AI adoption with detailed Business Transformation with AI presentations by Varun KR and Ramsundar Radhakrishnan, both Product Marketing Managers at Freshworks. These sessions provided attendees with a roadmap for successfully implementing AI solutions, from initial adoption to scaling and continuous optimization.
After a day of rich discussions and networking, the event concluded with a refreshing Drinks and Networking session, offering participants an opportunity to engage further with thought leaders and peers. The conversations continued well into the evening, solidifying the importance of AI in shaping the future of business operations and customer service.
The Freshworks Experience | Kuala Lumpur proved to be an invaluable event for anyone interested in exploring the transformative power of AI. As businesses look for innovative ways to stay ahead of the competition, understanding how to leverage AI for enhanced customer and employee experiences will be key to future success.
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