Name: Genesys Community Day Benelux Amsterdam – 15/10
Start: 2026-10-15T08:30:00
End: 2026-10-15

Genesys Community Day Benelux

Genesys Community Day brings Genesys Cloud customers across the Benelux together to connect, share, and learn from one another. Build relationships, exchange best practices, and pick up ideas you can apply in your own organisation.

What you can expect:

Customer stories. Hear how other Benelux organisations are using Genesys Cloud, with real results and honest lessons.
The latest on Genesys Cloud. Insights and product updates straight from the source.
Hands-on “How-To” sessions. Practical, interactive sessions to help you get more out of the platform.
A guided tour of the Heineken Experience. We’ll close the day with a tour of this iconic Amsterdam landmark.

We’re especially pleased that Heineken, a long-standing Genesys customer, is hosting this year’s event at the Heineken Experience in Amsterdam.

Got a question? Email lex.oosterhoff@genesys.com

The Heineken Experience

Agenda

Moderator: Osen Akkemik

08:30 – 09:15

Registration & Coffee

09:15 – 09:30

Opening with Heineken

Lissa Mackie, Communication & Coordination Specialist

Lorelei Coryn, Global Customer Service Manager

09:30 – 09:45

Open with Michel & Ramses

Michel Delfosse, Sales Director Benelux, Genesys

Ramses De Jong, Sales Manager Benelux, Genesys

09:45 – 10:15

Van Lanschot Kempen: Journey with Genesys Cloud: From Foundation to Innovation.

Martijn Boevink, Manager Client Services

10:30 – 10:45

Coffee Break

10:45 – 11:30

The Next Operating Model for CX: Agentic Orchestration

Genesys introduces the Operating Model of CX for winning in the agentic era, a stronger model, natural voice, faster builds, and a governance layer that finally answers “can I trust this agent?”. Agentic Orchestration is the answer.

Jaap Dijkhuizen, Principal Solution Consultant, Genesys

Matthijs van Laar, Principal Solution Consultant, Genesys

11:30 – 12:00

Customer Story: UCB

Jonas Haentjens, Digital Workplace Application & AI Development Lead, UCB

12:00 – 12:55

Lunch

13:00 – 14:00

Workshops

From Use Case to Working Agent: Agentic AI in Action
Turn your most valuable Agentic AI use case into a working AI agent. In this hands-on workshop, you’ll work alongside Genesys experts to bring your use case to life and experience how Agentic AI can move from answering questions to taking action and delivering real outcomes

Kevin van Leeuwen, Solution Consultant, Genesys

Helene Bodart, Senior Solution Consultant, Genesys,

How to get from AI experimentation to AI at scale?

An interactive workshop designed to help you move from individual AI opportunities to scalable business impact. Using a practical Analyse, Evaluate and Expand methodology, we will explore how to identify the right opportunities, assess their value and readiness, and expand successful use cases across the organization.

Niels Kusters, Senior CX Advisory Consultant, Genesys

Patrick Wiedijk, Senior Manager CX Advisory, Genesys

14:00 – 14:15