Agentic AI in action: Building trusted, compliant CX systems

Agentic AI isn’t about full autonomy — it’s about calibrated autonomy: applying the right level of intelligence to each task while maintaining security, compliance and control.

Join us to see how these principles come to life in real-world customer experience (CX) environments. You’ll learn how to design AI systems that balance automation with human oversight — combining reasoning, governance, and transparency so every action remains explainable, traceable and trusted.

Learn how to:

Apply calibrated autonomy to match intelligence levels with each task — without compromising on security or compliance.
Design agentic workflows that blend deterministic automation with retrieval-augmented generation (RAG) for safe, controlled execution.
Implement zero-trust principles to enhance data protection and operational resilience.
Automate compliance at scale using policy-as-code guardrails for consent, data residency and retention.

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Meet the speakers

James Walford
AI Innovations Director
Genesys

Trevor Oakes
Principal Solution Consultant
Genesys