AI Operational Excellence Webinar Series

Beyond the Buzz: Real AI for Real CX

From operating models to ethics — your roadmap to AI success.

Next webinar

Date: 26 November
Theme: The Future of AI at Genesys: Vision, Roadmap and Ethics

The Future of AI at Genesys: Vision, Roadmap and Ethics

26 November 2025 – 11AM GMT/12PM CET

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.

Meet the speakers

Osen Akkemik

Osen Akkemik

Senior Director, AI Solutions & Services, Genesys

Joe Smyth

Joe Smyth

SVP of R&D, Digital & AI, Journey Management, Genesys

Valentina Postelnicu

Valentina Postelnicu

VP, CX Advisory Services, Genesys