AI is moving fast in Philippine CX and Support, but most leaders will quietly admit their AI projects have not lived up to the demo. The reason is usually not the technology. It is how the process around it is designed. As a customer's issue moves across chat, ticketing, billing, and a human agent, context gets dropped at every step until the AI is answering with only part of the story, confidently and often wrongly.
This is a closed-door conversation for a small group of CX and Support leaders to compare notes honestly on what is working, what is not, and where AI in Philippine CX and Support goes from here. Malcolm Koh, Head of ASEAN and North Asia at DevRev, opens with a short, evidence-backed framing, and then the room takes over. DevRev facilitates. It is a discussion, not a presentation.
A familiar face in the APAC CX scene, Malcolm Koh has spent 30 years at the intersection of people, technology, and experience: helping some of the world's largest organisations transform how they serve their customers. With a career spanning eight industries and advisory work across retail, banking, hospitality, and leading CX tech vendors, he brings rare depth to what actually moves the needle in practice. A Forrester CX Pro (Level III) certified practitioner and an alumnus of design thinking programmes at the National University of Singapore and UC Berkeley, Malcolm is a sought-after regional speaker and trusted advisor, known for turning complex CX challenges into measurable business outcomes. Currently leading the ASEAN and North Asia charter, he's paving the new way of AI & CX with DevRev.
John Lim Ding Wei currently leads DevRev's Solution Engineering efforts in ASEAN, with nearly a decade of deep specialisation in identity, security, and enterprise AI across Okta, Auth0, and HackerOne. As a founding member of Auth0's Asia team, he led regional market expansion and earned both Presidents Club and the APAC Presales FY2022 award for his impact. John brings rare technical depth and commercial acumen to the intersection of AI, cybersecurity, and workflow automation, helping organisations move beyond point solutions toward integrated, intelligent operating models.