Xperience 2026 brings the Genesys community, including customers and experts in the world of customer experience (CX), together in Las Vegas for three days of ideas, innovation and practical learning about what comes next in customer experience. 

Across more than 80 sessions and six learning tracks, the focus is increasingly clear: AI is moving from isolated tools and experiments toward a more connected, agentic model for CX. That shift has implications not only for technology, but for how organizations work, how people and AI collaborate and how customer context is used to create better outcomes. 

We’re capturing some of the biggest ideas, conversations and moments from Xperience here as they happen. 


Tuesday, September 1: Xperience Begins

Xperience 2026 Is Underway

Yesterday, Xperience 2026 officially began in Las Vegas.

For three days, CX leaders, technology experts, partners and innovators will explore what happens as AI moves beyond assisting individual tasks and begins helping orchestrate experiences across an organization.

Across more than 80 sessions and six learning tracks, attendees are digging into some of the most important questions facing CX leaders today: how to reinvent CX operating models for the AI era, reimagine the human + AI workforce, move AI from pilot to business impact, apply innovation within different industries, expand CX beyond the contact center and navigate risk, trust and compliance.

A common thread connects those topics. AI is becoming more embedded in how experiences are designed, delivered and improved — which means transformation increasingly touches the operating model as much as the technology itself.

The conversation will extend well beyond the breakout rooms. Keynotes will explore the future of Genesys Cloud and the Experience Economy, while the Orchestrators Hall will bring the technology to life through demos, expert conversations and hands-on experiences.

The emphasis throughout Xperience is on moving from possibility to practice: not simply asking what AI can do, but how organizations can use it to work differently and create better outcomes for customers, employees and the business.

 

Celebrating the Orchestrators Innovation Awards

The first day recognized organizations and individuals redefining what’s possible through AI-Powered Experience Orchestration with the Genesys Orchestrators Innovation Awards. 

Selected from a highly competitive global field of nominees, eight winners were recognized for innovation, impact and leadership in customer experience: 

  • Experience Orchestration Excellence: Computacenter 
  • Level Up: Utility Warehouse 
  • Humanitarian Impact: Child Bereavement UK 
  • Sustainability Impact: BCD 
  • Orchestrator of the Year — C-Suite: Vijay Narsapur, SVP and Global Head, Customer Experience Independent Unit, Infosys BPM 
  • Orchestrator of the Year — CX Leader: Pamela Bou Zeid, Head of Shared Services & CX, Al Wathba Insurance 
  • Orchestrator of the Year — Developer: Eystein Kylland, Tech Lead, Contact Center, DNB Bank 
  • Orchestrator of the Year — Agent: Maribeth Lagman, Customer Experience Agent, Trademark Global 

Together, the winners offer an early glimpse of a broader theme at Xperience 2026: meaningful CX innovation isn’t only about adopting new technology. It’s about applying it in ways that improve experiences, solve real problems and create measurable impact for customers, employees, communities and the business. 

 

Welcome to Xperience 2026 

The day closed with the Xperience Welcome Reception — bringing customers, partners, Genesys leaders and attendees together before the main conference program gets underway.

It was a chance to reconnect, meet new people and get a first look at the community that will fill the Wynn over two packed days.

The first full day begins today with the opening keynote and a packed program of sessions, demos and conversations about where CX goes next. Stay tuned.