AI Operational Excellence Webinar Series
AI Operational Excellence Webinar Series
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
Date: 20 January ’26
Theme: Smart AI Consumption: The Key to Unlocking Customer Experience Success
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.
As AI moves from experimentation to execution, the true differentiator isn’t what you deploy — it’s how you consume it. In this fireside chat, Genesys Chief Product Officer Olivier Jouve and Osen Akkemik, AI Solutions & Services, will share insights on how smart AI consumption models are helping organisations bridge the gap between ambition and impact.
Discover how flexible, value-driven approaches — including token-based models — enable businesses to innovate faster, control costs, and scale AI seamlessly across their customer experience operations.
Key takeaways:
• Discover why AI consumption models are becoming a critical driver of CX success.
• Why flexibility and transparency in AI economics are key to sustainable growth.
• Real-world examples of organisations accelerating innovation with token-based AI models.
• Gain practical insights to align AI strategy, funding, and measurable outcomes.
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.
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