When AI stops being an advantage, what is left
"CX Vision 2035" puts a question to the room that most Vietnamese businesses are having to answer this year: when every competitor has AI, what still makes a difference in customer experience.
The one-day programme is built around that question, along four tracks — international keynotes, showcases from Vietnamese businesses, practitioner panels, and an industry research launch:
- Keynote 1 — "When AI is no longer the differentiator", Bruce Temkin, Chief Humanity Catalyst, Temkinsight: what is left to compete on — judgement, trust, understanding and being human.
- Keynote 2 — "How AI moves CX management inside a business", Hoang Anh Duc, CCXP, XMP, CCX, CXPA Asia Leadership Council: analytical AI, generative AI, agentic AI, and the steps that bring them into CX management.
- Keynote 3 — "Measuring experience in the age of AI, when the AI itself has to be measured", To Manh Tuan, CCXP, Founder & CEO, DXCon.
- Keynote 4 — "From digital worker to digital colleague", Le Duc Minh, Co-founder & CCO, Filum.ai: what separates a previous-generation chatbot from an AI Agent that decides for itself and carries a whole journey through.
- Launch of the Vietnam Customer Experience Report 2027, Le Thuong, Deputy CEO, SOI.Pro: where Vietnamese businesses stand on their CX journey, and what comes next.
- A CX Day message from CXPA Global, Greg Melia, CEO, CXPA Global (pre-recorded, with Vietnamese subtitles).
- Business showcases from MoMo, Manulife Vietnam and Filum.ai, plus three panels: CX-AI strategy in Vietnam and Southeast Asia, the CX journey from first step to 2035, and the human capabilities that stay irreplaceable once AI handles most of the interactions.
At the time of publication, 17 speakers are confirmed, with four more to be announced before the event.
Vietnam’s 30 CCXPs — Hall of Fame
The second centrepiece of the 2026 edition is the Vietnam CCXP Hall of Fame, honouring all 30 Vietnamese holders of CXPA’s CCXP (Certified Customer Experience Professional) credential — the first widely recognised professional standard in Customer Experience Management.
As of 30 September 2026, Vietnam ranks 8th among more than 70 countries by number of CCXPs. This is the first time all 30 appear in a single programme, as speakers, panel moderators and guests.
Following the 2025 edition
VCXP Global Summit 2025, held on 7 October 2025 at the same venue, sold out two weeks early and was covered by nine publications. Its theme — "Shaping the future of Customer Experience with AI" — opened the conversation the 2026 edition continues: from bringing AI into the experience, to working out what remains human.
Quotes
"In 2025 we were asking each other how to bring AI into customer experience. In 2026 the question has changed: when everyone has AI, what is left that makes a customer choose you. That is why this year’s theme is CX Vision 2035."
— Tran Van Vien, Co-founder & CEO, Filum.ai
"Vietnam now ranks 8th among more than 70 countries by number of CCXP-certified professionals. That number says a professional community has matured enough to set a long-term vision for itself."
— A representative of CXPA Global
Tickets
| Ticket | Price | Includes |
| Standard | VND 500,000 | Every keynote and panel, all day · tea break and networking · the event slide deck · interpretation support |
| VIP | VND 1,000,000 | Everything in Standard · front-row VIP seating · business lunch with the speakers · recordings of every session |
Tickets are on sale on the event page and on Quickom.
About Filum.ai
Filum.ai is an AI-Native platform for Sales, Support and CX that helps businesses listen, analyse, respond and engage with customers at every touchpoint.
About CXPA
CXPA (Customer Experience Professionals Association) is the world’s largest professional association for Customer Experience, and the body behind the CCXP credential — the first widely recognised professional standard in the field.
Press contact
Le Thuy Dung — Sales Manager, Filum.ai
Email: [email protected] · Phone: 0933 772 571
