Genesys Vision: Unlocking Business Value in the Experience Economy

First-hand lessons from leading customer experience change at one of the world’s largest banks

Customer experience transformation is easy to talk about and hard to deliver – especially inside a complex organisation, where every decision must withstand operational complexity, regulation and scrutiny at scale.

In this session, Paulette Toynton, former Global Head of Channel & Customer Care Strategy at HSBC, shares the inside story of transformation at one of the world’s largest international banks: the customer and operational challenges that made change unavoidable, the choices she faced when evaluating technology and partners, and the outcomes that proved the investment right.

It’s a decision Paulette knows better than most – across her career she has selected Genesys as her customer experience platform three times, including at HSBC. Drawing on that experience, she’ll explore what transformation leaders should prioritise when evaluating CX technology, how to build a stronger business case for change, and how to align AI, customer experience and operational goals to deliver meaningful impact.

Whether you’re building the case for CX investment, evaluating technology, or mid-transformation yourself, this is a rare opportunity to learn from someone who has sat in your seat.

Beyond Go-Live: Turning CX Transformation into Measurable Results

Most organisations can get a CX transformation live. Far fewer can prove it worked. With only around one in ten service leaders reporting that their AI investments have hit their primary business objectives, the gap between implementation and impact has become the defining challenge in customer experience.

In this session, Paulette Toynton, former Global Head of Channel & Customer Care Strategy at HSBC, goes beyond the go-live moment to explore what it really takes to turn AI and CX investments into measurable, sustained outcomes: driving adoption across thousands of employees, embedding new ways of working, and proving value to customers, agents and the board alike.

Drawing on real examples from enterprise-scale transformation, Paulette will share how successful organisations move from implementation to impact, improving customer satisfaction, streamlining operations and empowering employees, while balancing automation with the human experiences customers still expect.