liona.islamian@genesys.com<\/a>.<\/em><\/p>\nWe look forward to seeing you there!<\/p>\n","cta_text":"","cta_url":""},"disable_agenda_section":false,"disable_speaker_section":false,"disable_venue_section":false,"enable_map":true,"disable_faq_section":true,"disable_sponsor_section":true,"disable_partner_section":false,"event_partners_title":"","event_partners_subtitle":"","event_partners_columns":"5","disable_additional_content_section":true,"additional_content_template":"a1","additional_title_group":{"title":"","sub_title":""},"additional_media_content":{"select_media":"image","content_image":false,"content_video":""},"additional_text_content":{"sub_title_h4":"","text_content":"","cta_text":"","cta_url":""},"nav_logo":false,"nav_form_text":"","disable_navigation_form_link":false,"event_date_format":"F j, Y","event_time_format":"H:i","event_hashtag":"","meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","event_end_date":"06\/02\/2026","event_agenda_group":[{"agenda_group_title":"","event_agenda":[{"agenda_date":"02\/06\/2026","agenda_tab_label":"","agenda_details":[{"agenda_title":"Coffee & Registration","agenda_start_time":"08:45:00","agenda_end_time":"09:15:00","agenda_single_description":"
Welcome to Hasselbacken to register at 8:45. Our presentations begin at 9:15.<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Welcome to Genesys Community Day 2026!","agenda_start_time":"09:15:00","agenda_end_time":"09:30:00","agenda_single_description":"
This introduction will be presented by the event host, Osen Akkemik VP, Customer Success<\/em> at Genesys and Steve Barratt Nordics Sales Director<\/em> at Genesys.<\/p>\n","agenda_session_speakers":false},{"agenda_title":"How Agentic Orchestration Transforms CX and Your Business","agenda_start_time":"09:30:00","agenda_end_time":"10:15:00","agenda_single_description":"Customer experience is entering a new era. The first wave of agentic AI has shown how autonomous agents can improve and automate conversations. The next wave will be far more transformative: orchestrating end-to-end experiences across AI, people, data, workflows, and partner ecosystems. In this vision session, we will explore how CX is evolving from isolated interactions to intelligent systems of action that understand intent, coordinate resources, and deliver outcomes across the enterprise in real time. We will examine why automation alone is not enough, why hybrid human and AI workforces require a new operating model, and why platforms remain essential even in a world of distributed agents and open standards. The future of CX is not a better bot. It is a trusted orchestration layer for the entire experience lifecycle.<\/p>\n
Speaker: Peter Graf, SVP Strategy and Operations at Genesys<\/strong><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Designing AI from Outside In","agenda_start_time":"10:15:00","agenda_end_time":"10:45:00","agenda_single_description":"Discover how Genesys\u2019 \u201coutside-in\u201d approach helps you align AI use cases with business priorities and deliver measurable value fast. In this session, we will walk through a practical five-step method, from identifying the experiences that matter and pinpointing friction, to exploring the art of the possible, designing the solution, and scaling deployment. You will leave with a clear way to prioritize initiatives using a value, effort, risk lens, define the right KPIs, and structure a 90-day pilot that builds momentum.<\/p>\n
Speaker: Niels Kusters, Senior CX Advisory Consultant at Genesys<\/strong><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Coffee Break ","agenda_start_time":"10:45:00","agenda_end_time":"11:15:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Demo: How to Apply Agentic AI in CX for Real Impact","agenda_start_time":"11:15:00","agenda_end_time":"12:00:00","agenda_single_description":"How can <\/i>businesses<\/i>\u00a0use Agentic AI in CX? <\/i>Traditional AI agents stop at answers. Agentic virtual agents go further: they understand intent, reason across complex scenarios and take action across systems to deliver complete resolutions. Built for adaptability and enterprise-grade governance, they empower organizations to resolve faster, scale with confidence and maintain control over every interaction. Joakim Skalberg<\/b> will demo how agentic virtual agents deliver true end-to-end customer resolutions and more!<\/div>\n<\/div>\n
\u00a0<\/strong><\/div>\nSpeaker: Joakim Skalberg, Sr Principal Solution Consultant at Genesys<\/strong><\/div>\n","agenda_session_speakers":false},{"agenda_title":"Customer Case: Rewriting Customer Service - Talkmore\u2019s Leap into Agentic AI with Genesys AVA","agenda_start_time":"12:00:00","agenda_end_time":"12:30:00","agenda_single_description":"In this session, you\u2019ll hear how recurring invoice periods once drove overwhelming call spikes, strained employees, and created friction in the customer experience. By rethinking self-service and embracing AI,
Talkmore<\/span><\/b>\u00a0turned these pain points into an opportunity to optimise both efficiency and satisfaction. Andr\u00e9 will take you through their journey of piloting AVA<\/b>\u00a0\u2013 the Agentic Virtual Agent built on LAMS<\/i>\u2014and how it quickly proved to be a game changer. From reducing call volumes and freeing up human agents, to improving response times and boosting CSAT, Talkmore<\/span> unlocked a new era of intelligent, scalable self-service.<\/div>\n<\/div>\n
<\/div>\n
Speaker: Andr\u00e9 Nyg\u00e5rd Odinsen, Head of Performance Management at Talkmore<\/strong><\/div>\n","agenda_session_speakers":false},{"agenda_title":"Lunch at Hasselbacken","agenda_start_time":"12:30:00","agenda_end_time":"13:30:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"When AI scales, but the experience breaks","agenda_start_time":"13:30:00","agenda_end_time":"14:00:00","agenda_single_description":"Organizations are moving fast. New tools. Automation. AI in multiple parts of the business. The expectation is clear. Better efficiency should lead to better experiences. But the opposite is happening. Customer satisfaction in Sweden is now at its lowest level in over 20 years. At the same time, investments in technology have never been higher. In this keynote, we focus on what happens when organisations optimise for speed and cost, but fail to lead the experience end to end. When decisions are taken in silos and the customer is left to connect the dots.<\/div>\n
<\/div>\n
Speaker: Hel\u00e9n Rigamonti, Author and expert in customer experience and customer-centric leadership<\/b><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Customer Case: Scaling AI in Customer Care - Norwegian\u2019s Real-World Experience with AI and Copilot","agenda_start_time":"14:00:00","agenda_end_time":"14:30:00","agenda_single_description":"\n
\n
\n
\n
In this session, our host Osen Akkemik will be in a live conversation with Caroline Lutnes from Norwegian as they explore Norwegian’s journey with Copilot so far. Together, they\u2019ll share lessons from their journey with Genesys, AI and Copilot. The session will also look ahead to what\u2019s next and how organizations can continue to unlock value from AI.<\/p>\n
\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n
Speaker:<\/strong> Caroline E. Lutnes, Customer Care Systems Specialist at Norwegian<\/span><\/b><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Coffee Break","agenda_start_time":"14:30:00","agenda_end_time":"15:00:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"The AI Journey from Outside In: Delivering Continuous Value","agenda_start_time":"15:00:00","agenda_end_time":"15:30:00","agenda_single_description":"Building on Designing AI from Outside In<\/em>, this session shows how those prioritized, experience-led use cases are rapidly brought to life\u2014delivered in production, measured against clear KPIs, and validated through real customer impact. It then demonstrates how continuous insights, innovation, and new capabilities in Genesys Cloud fuel an ongoing cycle of optimization and growth\u2014turning outside-in design into a sustained journey of value, in close partnership with the customer.<\/p>\nSpeakers: Johannes Linnman, Sr Project Manager at Genesys<\/strong><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Interactive Workshop with the Audience & Wrap-Up","agenda_start_time":"15:30:00","agenda_end_time":"16:00:00","agenda_single_description":"Speaker: Osen Akkemik, VP, Customer Success at Genesys & Valentina Postelnicu, VP CX Advisory Services at Genesys<\/strong><\/p>\n","agenda_session_speakers":false},{"agenda_title":"Drinks, Fingerfood and Live Music!","agenda_start_time":"16:00:00","agenda_end_time":"18:00:00","agenda_single_description":"Let\u2019s network, celebrate, and enjoy the last hours of the day together.<\/em><\/p>\n","agenda_session_speakers":[{"speaker_photo":623295,"speaker_full_name":"Cilla Hektor","speaker_position_company":"https:\/\/cillahector.se\/"}]}]}],"additional_agenda_content":""}],"event_speakers":[{"speaker_name":"Osen Akkemik","speaker_position":"VP Customer Success at Genesys","speaker_description":"","speaker_image":475890,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/osen-akkemik-661487\/"}]},{"speaker_name":"Steve Barratt","speaker_position":"Nordics Sales Director at Genesys","speaker_description":"","speaker_image":621938,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/stbarratt\/"}]},{"speaker_name":"Peter Graf","speaker_position":"SVP Strategy at Genesys","speaker_description":"","speaker_image":621941,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/peterggraf\/"}]},{"speaker_name":"Joakim Skalberg","speaker_position":"Sr Principal Solution Consultant","speaker_description":"","speaker_image":621940,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/joakimskalberg\/"}]},{"speaker_name":"Niels Kusters","speaker_position":"Senior CX Advisory Consultant at Genesys","speaker_description":"","speaker_image":621939,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/niels-kusters\/"}]},{"speaker_name":"Andr\u00e9 Nyg\u00e5rd Odinsen","speaker_position":"Head of Performance Management at Talkmore","speaker_description":"","speaker_image":622626,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/aodinsen\/"}]},{"speaker_name":"Helen Rigamonti","speaker_position":" Author and expert in customer experience and customer-centric leadership","speaker_description":"","speaker_image":623172,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/helenrigamonti\/?locale=sv"}]},{"speaker_name":"Caroline E. Lutnes","speaker_position":"Customer Care Systems Specialist at Norwegian and Wider\u00f8es","speaker_description":"","speaker_image":624980,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/caroline-engelhardt-lutn%C3%A6s-37700522b\/"}]},{"speaker_name":"Johannes Linnman","speaker_position":"Sr Project Manager at Genesys","speaker_description":"","speaker_image":625148,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/johanneslinnman\/"}]},{"speaker_name":"Valentina Postelnicu","speaker_position":"VP CX Advisory Services at Genesys","speaker_description":"","speaker_image":626056,"speaker_social":[{"social_site_link":"https:\/\/www.linkedin.com\/in\/valentinapostelnicu\/"}]}],"event_sponsor_tier":[{"sponsor_tier":"Gold","custom_tier":"","event_sponsors":[{"sponsor_name":"Advania","sponsor_image":225603,"sponsor_url":"https:\/\/www.advania.com\/"}]},{"sponsor_tier":"Silver","custom_tier":"","event_sponsors":[{"sponsor_name":"Black Box","sponsor_image":475897,"sponsor_url":"https:\/\/www.blackbox.com\/en-se\/solutions\/customer-experience"},{"sponsor_name":"WFM Buddy","sponsor_image":433770,"sponsor_url":"https:\/\/www.wfmbuddy.com\/"},{"sponsor_name":"Audiocodes","sponsor_image":474686,"sponsor_url":" https:\/\/www.audiocodes.com\/solutions-products\/solutions\/contact-center-innovation\/contact-center-cloud-migration"},{"sponsor_name":"Orange Business","sponsor_image":476739,"sponsor_url":"https:\/\/www.orange-business.com\/en\/business-needs\/deliver-customer-experience-excellence "},{"sponsor_name":"WEM Optimizer ","sponsor_image":478996,"sponsor_url":"https:\/\/wemoptimizer.com\/"},{"sponsor_name":"Tele2","sponsor_image":438423,"sponsor_url":"https:\/\/www.tele2.se\/foretag\/contact-center"},{"sponsor_name":"Sabio","sponsor_image":431499,"sponsor_url":"https:\/\/sabiogroup.com\/partners\/genesys"},{"sponsor_name":"Tata Communication","sponsor_image":482345,"sponsor_url":"https:\/\/www.tatacommunications.com\/solutions\/unified-communications\/contact-centre-as-a-service\/genesys-cloud-cx\/"}]}],"event_venue_address":"Hazeliusbacken 20. 11521 Stockholm","additional_content_position":"default","event_agenda_title":"","remove_agenda_nav":false,"event_agenda_nav":"","event_speaker_title":"","remove_speaker_nav":false,"event_speaker_nav":"","remove_venue_nav":false,"event_venue_nav":"","event_faq_title":"","remove_faq_nav":false,"event_faq_nav":"","event_sponsor_title":"","remove_sponsor_nav":false,"event_sponsor_nav":"","remove_partners_nav":false,"event_partners_nav":"","event_agenda_opened":"1","event_faq_opened":"3","event_end_time":"18:00:00","event_link":"","get_started_config":"default","gsc_tab":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"event_header_image":"https:\/\/www.genesys.com\/media\/Genesys_lifestyle_threads9.png"},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/events\/618125","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/events"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/events"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1157"}],"version-history":[{"count":20,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/events\/618125\/revisions"}],"predecessor-version":[{"id":626153,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/events\/618125\/revisions\/626153"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=618125"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=618125"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=618125"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=618125"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=618125"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=618125"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=618125"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=618125"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=618125"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=618125"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=618125"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}