A familiar face to 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 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.