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 three tracks — international keynotes, showcases from Vietnamese businesses and practitioner panels:
- A CX Day message from CXPA Global, Greg Melia, CEO, CXPA Global (pre-recorded, with Vietnamese subtitles).
- Keynote 1 — "What is still ours after AI?", Heather Gillbanks, CCXP, Executive Editor of CXPA’s CX Book of Knowledge (pre-recorded).
- 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 — "The future of Experience Management", Anass Bendemra, Head of Sales – Southeast Asia, Qualtrics.
- 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.
- Keynote 5 — "Making customer experience part of the organisation’s DNA", Tran Phuong Lan, CCXP, Lead Consultant, DXCON.
- Business showcases from Aristino, MoMo and Filum.ai, plus three panels: where AI decides and where people decide, the CX journey from first step to 2035, and the human capabilities that stay irreplaceable once AI handles most of the interactions.
The programme has 20 speakers from Vietnam and abroad.
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
"A profession does not move forward through individual effort. It moves forward when practitioners learn together and raise the standard together."
— Greg Melia, CEO, CXPA Global, in his CX Day message to the summit
The summit has taken place
VCXP Global Summit 2026 took place on 2 October 2026 with more than 250 guests. Read the wrap-up and get the CX Vision 2035 report.
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
