AI Operational Excellence Webinar Series

Beyond the Buzz: Real AI for Real CX

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

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Date: 20 January ’26
Theme: Smart AI Consumption: The Key to Unlocking Customer Experience Success

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AI That Scales: Strategy, Ethics and Innovation

Artificial intelligence has the power to transform customer experience — but only when applied with the right strategy, operating model, and ethical foundation. Too often, organisations fall into the trap of treating AI as a quick fix, rather than a journey that requires alignment of people, processes, and technology.

In this webinar series, Genesys experts will cut through the hype to show how AI can deliver measurable business impact today while preparing your organisation for tomorrow. From building a sustainable AI operating model to understanding the Genesys AI roadmap and ethics principles, you’ll gain the knowledge to adopt AI responsibly, scale effectively, and unlock true customer experience innovation.

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Smart AI Strategy: The Key to Unlocking Customer Experience Success

20 January 2026 – 3PM GMT/4PM CET

As AI moves from experimentation to execution, the real differentiator isn’t just what you deploy — it’s how you operationalise it across your business.

In this fireside chat, Genesys Chief Product Officer Olivier Jouve, Direct Line Group’s Director of Transformation Steve Hubbard, and Genesys AI Solutions & Services Director, Osen Akkemik, will discuss what organisations can do now to prepare for the next wave of AI.

They’ll explore the use cases for emerging potential of Large Action Models, which will enable AI to take more complex, multi-step actions across the customer journey.

Key takeaways:
• Understand how AI is being operationalised as a key driver of CX success.
• Learn how governance and transparency are being embedded in AI solutions and daily operations.
• Learn how Genesys and leading customers are preparing for AI’s next big leap: Large Action Models.

Beyond the Silver Bullet: Building an AI Operating Model for Customer Experience Success

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.

Watch on-demand

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.

Meet the speakers

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