January 13, 2026 09:00
Genesys welcomes you to our Community Day in Prague on January 13th!
Start the new year with inspiration and learnings about how AI can help you unlock business value and improve your customer experiences in 2026. Get the latest updates about CX Trends, and how Genesys AI is now available in Czech language. All while also networking and learning from your peers!
Got a question? Email Veronika.Lane@genesys.com
Martinický palác
Hradčanské náměstí 67/8, Prague 1-Hradčany, Czechia
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08:30 – 09:00
09:00 – 09:15
Martin Veselka, VP ECSEI/Benelux, Genesys
Apostolos Kemos, Director CEE, Genesys
Jiri Zeman, Account Director Central Europe, Genesys
09:15 – 10:00
In this session you will learn from Paulette Toynton, who recently joined Genesys and previously served as Managing Director, Global Head of Channel/Customer Care Strategy at HSBC, one of the world’s largest international banks. She will share why HSBC chose Genesys (twice!) and share her experiences managing the project that implemented Genesys.
You will learn how to leverage AI to deliver on your company vision, improving Customer experiences and delivering end to end operational efficiency, all while giving your people the tools they need for the moments that matter. Paulette will share why her belief that Happy agents (both digital and human) + AI technology = Happy customer.
Paulette Toynton, AI Customer Experience Orchestration Visionary, Genesys
10:00 – 10:20
In this session Jiri will introduce the five levels of Experience Orchestration, a framework for evolving from reactive service to intelligent, predictive engagement. Explore how AI is reshaping CX and learn how to link each stage of maturity to measurable business value.
Jiri Zeman, Account Director Central Europe, Genesys
10:20 – 10:50
Discover the latest updates in the Genesys Cloud Platform during a live demonstration. You will get to see the customer, agent and supervisor experience in action!
Henrich Eckhardt, Principal Solution Consultant, Genesys
10:50 – 11:15
11:15 – 11:35
MSD drive the direction of the digital revolution in healthcare by using the power of leading-edge science to save and improve lives around the world. In this session you’ll learn how Genesys Cloud helps to transform the Merck’s Customer Experience.
Giacomo Puccini, Voice Services Product Manager – Associate Director, at MSD Czech Republic
11:35 – 11:55
In this session you will learn about how by combining the power of Genesys, the industry-recognized leader in CCaaS, with ServiceNow Customer Service Management (CSM) and IT Service Management (ITSM) to make every interaction easier for your customers, agents and supporting teams.
Marcin Grzywacz, Solution Sales Executive Lead CEE, ServiceNow
11:55 – 12:20
Investing in a flexible interplay of digital and physical touchpoints in customer contact and the seamless connection of both worlds enables a more efficient organization of the customer relationship. All through cost savings in service provision while at the same time increasing the likelihood of sales success. This way, the branch network becomes a competitive differentiator.
Stefan Kauck, Senior Industry Executive, Banking EMEA, Genesys
12:20 – 12:45
Learn how Agentic AI transforms the world of Customer Experience. True agentic AI represents a shift in how artificial intelligence functions. It moves beyond merely executing tasks and begins to reason, adapt and act autonomously within ethical and operational constraints that the organization defines.
Alberto Pasi, Director, EMEA Digital & AI Presales, Genesys
12:45 – 13:15
In this session you will learn about CX transformation in the Cloud and lessons learned. It is not only about the technology, but the change will also make a difference if it improves the metrics and experiences that matter.
Anna Wardakowska, Senior Services Engagement Director, Genesys
13:15 – 13:30
13:30 – 14:30
14:30 – 15:30