VCXP Global Summit 2026 wraps up: 250+ leaders and all 30 of Vietnam’s CCXPs set a CX and AI vision to 2035

Ho Chi Minh City, 13 October 2026 — VCXP Global Summit 2026, themed "CX Vision 2035" and co-hosted by Filum.ai and CXPA Global, took place on 2 October 2026 on level 23 of The METT Tower, Thu Thiem, in celebration of global CX Day on 6 October. The summit brought together more than 250 business, CX and AI leaders, with 20 speakers from Vietnam and abroad across 12 sessions of keynotes, panels and showcases. It was also the first time all 30 of Vietnam’s CCXP professionals appeared in a single programme.

From "should we use AI" to "what do we hand to AI"

In 2025, VCXP Global Summit asked how AI would change customer experience. In 2026 the question had moved on: how to make AI deliver experiences people can trust, and business results that can be measured.

Across one day, speakers from CXPA, Qualtrics, MoMo, Manulife, Aristino, DXCON, GEEK Up and Filum.ai followed the same thread: which work to hand to AI, which to keep with people, and who is accountable when the machine gets it wrong.

Highlights of the day

A CX Day message from CXPA Global — Greg Melia, CEO of CXPA Global, sent a video greeting, called Vietnam’s 30 CCXPs a professional milestone, and put a question to 2035: does the CX community want to be operators, or strategic leaders?
Keynote 1 — "What is still ours after AI?" — Heather Gillbanks, CCXP, Executive Editor of CXPA’s CX Book of Knowledge (recorded): an AI strategy is just a strategy; agree on the problem and 3–5 KPIs first, technology last.
Keynote 2 — AI driving customer experience management — Hoang Anh Duc, CCXP, CXPA Asia Leadership Council: 89% of organisations have started AI initiatives but only 12% succeed at organisational scale, because they do not separate analytical, generative and agentic AI.
Keynote 3 — From listening to simulating — Anass Bendemra, Head of Sales Southeast Asia, Qualtrics: like a Formula 1 team, CX should simulate outcomes before acting, and be measured in business results rather than dashboards.
Keynote 4 — From "digital worker" to "digital colleague" — Le Duc Minh, Co-founder & CCO, Filum.ai: hire, onboard and set KPIs for an AI employee as you would a colleague. At ZUS Coffee, the AI employee takes part in more than 99% of conversations and fully resolves more than 55% on its own.
Aristino showcase — Pham Tuyet Hanh, Marketing Director, K&G Vietnam: "AI knows more, people care more", with a three-stage AI roadmap to 2035.
MoMo showcase — Hieu Vu, Head of CX: the points where MoMo deliberately slows the journey down to fight fraud, when more than 90% of scams involve customers transferring the money themselves and 70% of victims are under 25.
Filum.ai showcase — From "black box" AI to trustworthy AI — Tran Van Vien, Co-founder & CEO: work can be automated, accountability cannot; AI is a governance problem.
Keynote 5 — Making CX part of the organisation’s DNA — Tran Phuong Lan, CCXP, Lead Consultant, DXCON.
Three panels on where AI decides and where people decide; on the CX career across three generations of CCXPs; and on the human capabilities that stay irreplaceable once AI handles most interactions — with Joe Black (Dreamscope), Chris Elkin (Doodle Design), Le Nguyen Thong (Manulife Vietnam), Nguyen Nam, To Manh Tuan (DXCON), and CCXPs Nguyen Thanh Hang, Phan Ngoc Minh, Phan Nhat Le and Hoang Ngoc Vi Anh, with Jane Nguyen (GEEK Up) moderating.

Vietnam CCXP Hall of Fame

The centrepiece of the 2026 edition was the Vietnam CCXP Hall of Fame, bringing together for the first time all 30 Vietnamese holders of CXPA’s CCXP (Certified Customer Experience Professional) credential, as speakers, moderators and guests. As of 30 September 2026, Vietnam ranks 8th among more than 70 countries by number of CCXPs.

Quotes from the stage

"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

"AI can automate a great deal, but accountability cannot be automated at all."

— Tran Van Vien, Co-founder & CEO, Filum.ai

"The best experience is not the smoothest one; sometimes all it takes is giving the customer one more second, one more minute, to think."

— Hieu Vu, Head of CX, MoMo

The CX Vision 2035 report

All 12 sessions are collected in the CX Vision 2035 report (26 pages): the key ideas, numbers and memorable lines from each session, plus 10 things businesses can start on right away — from fixing 3–5 KPIs for every AI initiative, to handing work to AI one task at a time, to making sure every AI agent has a named person accountable for it.

Get the CX Vision 2035 report

Thank you

The organisers thank the 250+ guests, 20 speakers and 30 CCXPs who joined; Diamond Sponsor Qualtrics XM, Platinum Sponsor Aristino, Gold Sponsor Shinhan Future's Lab and Silver Sponsor DXCON; media partner CSMO Vietnam; operations partners Zoom Event, GEEK Up and GreenJump · ArchiPilot; Doctranslate.io (AI interpretation booth) and Quickom (ticketing and LED screens).

Photos and the full programme are on the event page.

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.