June 2, 2026 08:00

Community Day Sweden & Norway 2026

Name: Community Day 2026: Sweden & Norway
Start: 2026-06-02T08:00:00
End: 2026-06-02

Stockholm

Engage in the Next Level of Experience!

This is an exclusive, invite-only event tailored for our customers. We look forward to seeing you at Hasselbacken.

Hasselbacken

Hasselbacken, Hazeliusbacken, Stockholm, Sweden

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Register by 19th of May

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Thank you for registering for our event. Be on the lookout for an email from liona.islamian@genesys.com

Genesys reserves the right to cancel any registration as needed.

Welcome to the 2026 Community Day at Hasselbacken in Stockholm.

We’ve prepared an engaging agenda featuring keynotes, customer case studies, and a full day of new insights, product updates, and peer discussions. Be sure to reserve your seat as soon as possible!

Please note that seats are limited (a maximum of five per company), so we kindly ask you to coordinate internally.

If you have any questions, please don’t hesitate to contact Liona, Nordic Marketing Manager, at liona.islamian@genesys.com.

We look forward to seeing you there!

Agenda

Tuesday, 02 June 2026

08:45 – 09:15

Coffee & Registration

Welcome to Hasselbacken to register at 8:45. Our presentations begin at 9:15.

09:15 – 09:30

Welcome to Genesys Community Day 2026!

This introduction will be presented by the event host, Osen Akkemik VP, Customer Success at Genesys and Steve Barratt Nordics Sales Director at Genesys.

09:30 – 10:15

How Agentic Orchestration Transforms CX and Your Business

Customer experience is entering a new era. The first wave of agentic AI has shown how autonomous agents can improve and automate conversations. The next wave will be far more transformative: orchestrating end-to-end experiences across AI, people, data, workflows, and partner ecosystems. In this vision session, we will explore how CX is evolving from isolated interactions to intelligent systems of action that understand intent, coordinate resources, and deliver outcomes across the enterprise in real time. We will examine why automation alone is not enough, why hybrid human and AI workforces require a new operating model, and why platforms remain essential even in a world of distributed agents and open standards. The future of CX is not a better bot. It is a trusted orchestration layer for the entire experience lifecycle.

Speaker: Peter Graf, SVP Strategy and Operations at Genesys

10:15 – 10:45

When AI scales, but the experience breaks

Organizations are moving fast. New tools. Automation. AI in multiple parts of the business. The expectation is clear. Better efficiency should lead to better experiences. But the opposite is happening. Customer satisfaction in Sweden is now at its lowest level in over 20 years. At the same time, investments in technology have never been higher. In this keynote, we focus on what happens when organisations optimise for speed and cost, but fail to lead the experience end to end. When decisions are taken in silos and the customer is left to connect the dots.

Speaker: Helén Rigamonti, Author and expert in customer experience and customer-centric leadership

10:45 – 11:15

Coffee Break

11:15 – 12:00

Demo: How to Apply Agentic AI in CX for Real Impact

How can businesses use Agentic AI in CX? Traditional AI agents stop at answers. Agentic virtual agents go further: they understand intent, reason across complex scenarios and take action across systems to deliver complete resolutions. Built for adaptability and enterprise-grade governance, they empower organizations to resolve faster, scale with confidence and maintain control over every interaction. Joakim Skalberg will demo how agentic virtual agents deliver true end-to-end customer resolutions and more!

Speaker: Joakim Skalberg, Sr Principal Solution Consultant at Genesys

12:00 – 12:30

Customer Case: Rewriting Customer Service - Talkmore’s Leap into Agentic AI with Genesys AVA

In this session, you’ll hear how recurring invoice periods once drove overwhelming call spikes, strained employees, and created friction in the customer experience. By rethinking self-service and embracing AI, Talkmore turned these pain points into an opportunity to optimise both efficiency and satisfaction. André will take you through their journey of piloting AVA – the Agentic Virtual Agent built on LAMS—and how it quickly proved to be a game changer. From reducing call volumes and freeing up human agents, to improving response times and boosting CSAT, Talkmore unlocked a new era of intelligent, scalable self-service.

Speaker: André Nygård Odinsen, Head of Performance Management at Talkmore

12:30 – 13:30

Lunch at Hasselbacken

13:30 – 14:00

Designing AI from Outside In

Discover how Genesys’ “outside-in” approach helps you align AI use cases with business priorities and deliver measurable value fast. In this session, we will walk through a practical five-step method, from identifying the experiences that matter and pinpointing friction, to exploring the art of the possible, designing the solution, and scaling deployment. You will leave with a clear way to prioritize initiatives using a value, effort, risk lens, define the right KPIs, and structure a 90-day pilot that builds momentum.

Speaker: Niels Kusters, Senior CX Advisory Consultant at Genesys

14:00 – 14:30