AI Operational Excellence Webinar Series
AI Operational Excellence Webinar Series
From operating models to ethics — your roadmap to AI success.
Next webinar
Date: 20 January ’26
Theme: Smart AI Strategy: The Key to Unlocking Customer Experience Success
As AI shifts from exploration to real-world execution, the true competitive edge no longer comes from what you build — but how you embed it across your organisation.
Join Genesys Chief Product Officer Olivier Jouve, Direct Line/Aviva Director of Transformation Steve Hubbard, and Genesys AI Solutions & Services Director Osen Akkemik for an in-depth fireside conversation on what leaders should be doing now to prepare for the next wave of AI.
They’ll unpack the emerging use cases and business impact of Large Action Models, a new class of AI that can take sophisticated, multi-step actions across the customer journey — and what it will take to operationalise them effectively.
Key takeaways:
• Uncover how leading organisations are turning AI into a measurable CX advantage — not just a technology experiment.
• Get an inside look at the governance and transparency practices that keep AI trustworthy, scalable and ready for enterprise impact.
• See how Genesys and forward-thinking customers are gearing up for AI’s next breakthrough moment: Large Action Models and the transformative opportunities they unlock.
Too often, organisations treat AI as a quick fix for customer experience transformation. But AI isn’t plug-and-play — it’s a powerful capability that requires the right operating model to generate lasting value.
In this webinar, our experts will reveal how true AI success comes from more than just technology. You’ll learn how to align people, processes, and performance metrics to build a sustainable framework that drives measurable business outcomes. Discover how to unlock AI’s full potential and create customer experiences that consistently deliver impact across the entire journey.
Key takeaways:
• Debunking the AI Silver Bullet Myth: Why buying AI alone won’t solve your customer experience challenges.
• Aligning People and Processes: How to prepare your teams and workflows to fully leverage AI capabilities.
• Measuring What Matters: Setting the right success metrics to track and prove the value of your AI investment.
• Creating a Sustainable AI Operating Model: Building a framework that evolves with your business and customers.
AI is evolving rapidly — but true impact comes from pairing innovation with responsibility. In this session, we’ll connect Genesys’ product vision for AI with the near-term roadmap customers care about, while highlighting our ethics and governance principles.
You’ll also gain practical guidance on adopting advanced, agentic AI responsibly — learning how to balance innovation with trust, scale confidently, and empower your teams to deliver customer experiences that are both smarter and sustainable.
Key takeaways:
• Understand Genesys’ strategic direction for AI and how it maps to business outcomes.
• Identify key near-term capabilities to pilot or scale in Genesys Cloud.
• Apply Genesys Cloud AI ethics principles to real implementation decisions.
• Build an adoption plan (crawl → walk → run) that balances innovation with governance.
Osen Akkemik
Senior Director, AI Solutions & Services, Genesys
Joe Smyth
SVP of R&D, Digital & AI, Journey Management, Genesys
Valentina Postelnicu
VP, CX Advisory Services, Genesys
Olivier Jouve
Chief Product Officer, Genesys