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

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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.

Register now

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

Senior Director, AI Solutions & Services, Genesys

Joe Smyth

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

Valentina Postelnicu

VP, CX Advisory Services, Genesys