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

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.

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

22 October 2025 – 11AM BST/12PM CET

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.

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

Valentina Postelnicu

VP, CX Advisory Services, Genesys

Joe Smyth

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