IDC & Adobe Roundtable
AI-Powered Interactions
Redesigning Customer Engagement for the Intelligent Enterprise
In Partnership with
AI is changing how customers find brands, engage with them, decide and buy. More of these interactions are happening inside AI assistants, before a customer reaches a brand’s own channel. At the same time customer wants every interaction to be personal, relevant and immediate, while budgets stay the same.
For ASEAN organisations this means rethinking customer engagement as single intelligent systems, with data, content, AI, people working together in real time. This roundtable organised by IDC and Adobe brings senior technology, marketing and customer experience leaders together to discuss how they are redesigning engagement for customers who are both people and AI agents.
64%
of customer interactions will run through agents and answer engines by 2029, making journey data invisible to marketers (IDC FutureScape: Worldwide Agentic Experience Orchestration 2026 Predictions)
Key Discussion Points
From pilots to production in customer experience
Where AI is creating measurable customer value today, and why most efforts still stall before they scale.
When the customer is an AI agent
How answer engines and buyer agents are changing discovery, and what brands must do to stay visible and trusted.
Orchestration across ASEAN
Delivering personalised engagement across many markets, languages and data rules without adding cost or headcount.
Who owns AI-powered engagement
Aligning CIO, CMO and CX leaders on data, platforms, governance and accountability.
Proving value
Moving AI measurement from productivity estimates to revenue, retention and customer lifetime value.
Speakers
Deepika Giri
Vice President, AI Research
IDC
Read bio
Deepika Giri
Deepika manages and leads the research programs in big data and analytics (BDA), artificial intelligence (AI), blockchain, and Web3.
Deepika is a seasoned data and AI professional and brings extensive knowledge about the impact of data engineering, big data cloud platforms, and data science across critical sectors. She has extensive experience in software delivery as well as sales leadership and management. She also has over 20 years of experience in IT services, including leadership roles, at Capgemini, Infosys, and Accenture, and has strong industry expertise in the telecommunications and retail industries. More so, Deepika has an entrepreneurial spirit and has previously founded her own online retail fashion business.
Deepika holds a master’s degree in communication systems engineering from the University of Kent in United Kingdom and a bachelor’s degree in electronics and communications from the University of Madras, India.
Event Sessions
One Day Event 2:05 pm
Summary & Close
One Day Event 1:30 pm
Open Discussion: From Pilots to Production: Are You Ready to Let AI Agents Run Your Customer Experience?
One Day Event 1:00 pm
From AI Experiments to Scaled Business Value
Where ASEAN enterprises are today, what is stopping them, and why customers’ AI agents change the game.
Chak Ming Fai
Head of Technology, Asia
Adobe
Read bio
Chak Ming Fai
As Head of Technology for Asia at Adobe, Chak leads the Solutions Consulting team, advising customers on Customer Experience Management and Digital Media solutions.
Over more than 15 years at Adobe, he has held presales and consulting roles across Southeast Asia and Greater China, and led the mobile consulting practice in Asia Pacific and Japan.
Before joining Adobe, Chak worked in business development and content operations at Microsoft Singapore and in technical sales at IBM. He also ran his own web design startup.
Event Sessions
One Day Event 1:30 pm
Open Discussion: From Pilots to Production: Are You Ready to Let AI Agents Run Your Customer Experience?
One Day Event 1:15 pm
Scaling Agentic AI for Customer Experience
A practical look at moving agentic AI from pilots to production across the customer journey, with the data, governance and orchestration needed to do it at scale.
Agenda
IDC & Adobe Roundtable
Thu, Nov 12
Registration, Tea/Coffee & Networking
From AI Experiments to Scaled Business Value
Where ASEAN enterprises are today, what is stopping them, and why customers’ AI agents change the game.
Deepika Giri
Vice President, AI Research, IDC
Scaling Agentic AI for Customer Experience
A practical look at moving agentic AI from pilots to production across the customer journey, with the data, governance and orchestration needed to do it at scale.
Chak Ming Fai
Head of Technology, Asia, Adobe
Open Discussion: From Pilots to Production: Are You Ready to Let AI Agents Run Your Customer Experience?
Deepika Giri
Vice President, AI Research, IDC
Chak Ming Fai
Head of Technology, Asia, Adobe
Summary & Close
Deepika Giri
Vice President, AI Research, IDC
In Partnership With
Adobe
Adobe empowers everyone, everywhere to imagine, create, and bring any digital experience to life. From creators and students to small businesses, global enterprises, and nonprofit organizations — customers choose Adobe products to ideate, collaborate, be more productive, drive business growth, and build remarkable experiences.
Venue
