TDCX Talks: Powerful CX in the Age of AI - Events

CX Redefined: AI-Powered. Human-Centered.

TDCX Talks: Powerful CX in the Age of AI brought together 225 leaders from industries including technology, finance, travel, luxury, public sector, and retail to explore the transformative impact of artificial intelligence (AI) on customer experience (CX).
This dynamic gathering sparked meaningful dialogue and provided actionable insights to drive CX innovation. Expert-led sessions showcased AI’s potential to enhance customer engagement through improved personalization and operational efficiency, while emphasizing the importance of data quality, strategic AI use, and ethical considerations like privacy and transparency.
Speakers highlighted the critical balance between technology and the human touch — preserving creativity, critical thinking, and empathy in delivering impactful CX. Mystery shopping exercises and thought-provoking discussions offered attendees practical strategies to navigate the evolving AI landscape confidently.
TDCX Talks marked a pivotal moment in shaping the future of AI-driven, human-centered CX. Stay connected to the movement redefining the industry and discover more from this transformative event.

Maybe instead of asking, ‘What can AI do?’ we should start asking, ‘What should AI do? How am I using AI to deliver more value to my clients? How am I using AI to help my clients save the three most important resources to them — their time, money, and energy?

Lianne Dehaye

Senior Director, TDCX AI
Ex-Meta, ex-Google, ex-IBM

Lianne has over 15 years of experience in digital marketing, strategy, and operations within the technology industry. She focuses on revenue generation, business expansion, and solution implementation.

You don’t need to solve every problem immediately or be the first responder for everything. By stepping back, you gain clarity to understand what’s truly going on. As a Chinese businessman once said, ‘Dare to be a latecomer.’ Don’t rush to educate the market yourself; leverage what others have built and go for the win.

Jianggan Li

Founder and CEO
Momentum Works

Jianggan founded Momentum Works, a Singapore-headquartered venture outfit that tracks and analyses some of the hottest trends in the region. Before launching Momentum Works in 2016, Jianggan built and scaled internet and technology companies across Southeast Asia at Rocket Internet.

AI is here to complement, not replace, human beings. While it excels at routine tasks, it lacks the creativity, critical thinking, and emotional intelligence that only people bring. As AI takes on more customer interactions, we need to prioritize talent that goes beyond following instructions — those who can think critically and creatively.

Angie Tay

COO and EVP
TDCX

Angie is TDCX’s Group COO and EVP for Singapore, Thailand, Taiwan, China, and Korea who brings in more than 20 years of expertise in contact center operations, client relationship management, and performance excellence.

There’s massive paranoia about AI taking over jobs — will we all be replaced? Some tasks will be automated, but humans will continue to adapt. AI is an augmentation tool, not a replacement. Our focus should be on developing skills that help us coexist with it — empathy, flexibility, and adaptability. AI can free up capacity, not capability. So, hone your capabilities to thrive in a hybrid environment.

Neha Singla

Global Head of Monetization Product Operations
TikTok

Neha has over 20 years in Sales, Technical Services, and Operations within tech. As head of TikTok’s Monetization Product Operations team, she manages product operations, pre-sales implementation, post-sales support, and internal tools.

By 2024, AI’s potential to break career ceilings and enhance creativity stood out. Nearly half of employees have only recently started their AI journey, and 70% of managers now prioritize AI skills over traditional experience. For the best outcomes, the more prescriptive we are with AI, the greater the results.

Kenneth Chong

Co-founder and CEO
SUPA

Kenneth leads Microsoft’s Modern Work & Security strategy across ASEAN, driving go-to-market engagement with a focus on hybrid work, AI-ML automation, and customer experience.

The challenge isn’t gathering data — it’s knowing what to do with it. Many organizations have access to vast amounts of data, but without a clear strategy, it just sits there. To truly drive impact, you need to prioritize and act on data insights that align with what matters most to your customers.

Eleanor O’Dwyer–Duggan

Head of CX & Research Solution Strategy
Qualtrics SEA & India

Elle has over 12 years of experience designing and running large-scale CX, brand, and research programs. She leads CX and research strategy for Qualtrics in SEA and India, partnering with organizations to design experience management programs.

By automating mundane tasks, AI frees us to focus on strategic, meaningful work. The question isn’t about what AI replaces but what we’ll accomplish with the time it saves. Will you spend it connecting with teammates, driving strategy, or converting insights into action? This is the evolution we must prepare for.

Bhavana Chauhan

Country Manager, Philippines
LinkedIn

Bhavana brings over 20 years of experience in sales, HR, consulting, client management, and the non-profit sector. She helps organizations and government bodies navigate the future of work through LinkedIn’s data and technology.

EVENT GALLERY

How do businesses blend AI’s efficiency with the irreplaceable human touch?

This E-book dives into actionable strategies from top CX leaders, showcasing how AI can drive hyper-personalization, real-time insights, and seamless interactions—all while preserving the emotional connections that build loyalty. Explore cutting-edge tools and expert insights that will help your organization stay ahead in delivering exceptional, human-centered CX.

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