07/10/2025 13:00

Future of CX – Genesys Summer edition

London

Discover the latest trends shaping the future of CX and connect with industry peers at our exclusive Genesys customer day. Join us at the stunning, newly unveiled venue at Fulham Football Club (Craven Cottage), London, for an insightful afternoon by the River Thames. Engage with experts and fellow CX leaders to explore how to level up your CX.

This is an invitation-only event with limited seating (2 attendees/company)

Got a question? Email viktoria.vianden@genesys.com

Fulham Football Club

Fulham Football Club, Stevenage Road, London, UK

Get directions

Register by June 27th

Thank you for registering for the Future of CX event, we will send you a confirmation shortly.

Web networking

Soak Up Summer Vibes & Future Insights!

Escape an ordinary afternoon and dive into a session packed with powerful learnings. Discover what’s new, unlock the transformative power of AI for your business, and explore the Genesys vision for the Levels of Experience Orchestration and the exciting Experience Economy. Gain invaluable perspectives directly from other Genesys customers as they share their real-world journeys with Genesys Cloud.

As the sun begins to set, we’ll transition to the stunning Water’s Edge restaurant. Join us overlooking the river for refreshing drinks, delicious canapés, and relaxed networking with your peers.

Don’t miss this perfect blend of summer atmosphere, cutting-edge knowledge, and valuable connections. Spaces are limited – secure yours today!

How to get there?
Craven Cottage is accessible via all major transport links. Make your way from Putney Bridge (a lovely 15 minute walk along the river) or Hammersmith Underground Stations, Putney Rail Station or the local bus stop. There’s even a ferry to Putney Wharf for those wanting to travel from the City.

For all the latest updates from Transport for London, please click here.

If traveling by car there is plenty of residential street parking and you pay by the hour.

Agenda

Thursday, 10 July 2025

13:00

Arrival - sandwich and salad buffet lunch

13:30

Welcome!

Osen Akkemik, Senior Director Customer Success, Genesys

Stuart Templeton, VP Sales UK&I, Genesys

13:45

Keynote: The 5 levels of Experience Orchestration

In today’s rapidly shifting marketplace, customer expectations are evolving faster than ever—and at the heart of this change lies the rise of the experience economy. In this session, we’ll explore how the AI disruption is accelerating this transformation, fundamentally reshaping how brands connect with people. But it’s not just about deploying new tools; it’s about orchestrating meaningful, human-centred experiences at scale.

Drawing on the framework of Experience Orchestration Levels, we’ll examine the journey from basic service delivery to deeply personalised, predictive, and proactive engagement. We’ll uncover how businesses can unlock real value by moving up the maturity curve—from reactive to orchestrated experiences that drive loyalty, efficiency, and growth.

Peter Graf, SVP Strategy and Operations, Genesys

14:45

From Service to Economy: Unlocking Business Value Through Experience Orchestration

Using the Experience Orchestration Levels framework, we’ll explore the evolution from basic service delivery to intelligently coordinated, context-aware engagement. Discover how organisations can unlock real value by progressing from reactive service to orchestrated experiences—shifting from transactional interactions to the Experience Economy to drive loyalty, efficiency, and growth.

As AI-powered capabilities mature, understanding the business value behind each one becomes critical. But how do you move from potential to priority—from features to financial impact?

In this session, a business value expert will guide you through a proven approach to mapping value projections aligned with each level of Experience Orchestration. Learn how to link every stage of the CX journey to measurable outcomes that resonate across your organisation.

Keith Fulford, Senior Business Value Specialist, Genesys

15:15

Coffee break

15:45

See Genesys in Action: Unleashing the Power of AI

Discover how next-level customer experiences are brought to life with Genesys. In this dynamic session, our expert solution consultants will walk you through a real-world customer journey, revealing how the Genesys Cloud AI-powered platform intelligently orchestrates every interaction.

You’ll see firsthand how our advanced self-service tools empower customers with speed and ease, while AI-driven agent support transforms efficiency and precision — all without losing the human touch. This is more than a demo; it’s a front-row look at how empathy, automation, and innovation converge to deliver exceptional CX.

16:05

Customer solution showcase

Details to be communicated shortly.

16:25

Panel Q&A session

Fireside chat with Genesys customers and the speakers of the day.

Osen Akkemik, Senior Director Customer Success, Genesys

16:55

Wrap-up

Osen Akkemik, Senior Director Customer Success, Genesys

Stuart Templeton, VP Sales UK&I, Genesys

17:00 – 19:00

Drinks & Canapes

We’ll head down to Water’s Edge, the stunning new riverside restaurant at the football ground, for drinks, canapés, and the chance to connect with fellow attendees in a relaxed setting.

Speakers

Peter Graf

Peter Graf

SVP Strategy and Operations, Genesys

Osen Akkemik

Osen Akkemik

Senior Director Customer Success, Genesys

Stuart Templeton

Stuart Templeton

VP Sales UK&I, Genesys

Keith Fulford

Keith Fulford

Senior Business Value Specialist, Genesys