{"id":621561,"date":"2026-04-07T06:18:19","date_gmt":"2026-04-07T13:18:19","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=events&#038;p=621561"},"modified":"2026-05-22T07:35:02","modified_gmt":"2026-05-22T14:35:02","slug":"genesys-future-of-cx-nederland-2026-09-06","status":"publish","type":"events","link":"https:\/\/www.genesys.com\/en-gb\/events\/genesys-future-of-cx-nederland-2026-09-06","title":{"rendered":"Genesys Future of CX &#8211; Nederland 2026"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":1113,"featured_media":0,"parent":0,"menu_order":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-621561","events","type-events","status-publish","hentry"],"acf":{"hide_navigation":"false","hide_footer":"false","item_nav_hide":"no","utm_pass":false,"asset_expiration":"","disable_chat":false,"enable_ab_test":false,"enable_external_utm":false,"add_to_global_events":true,"disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":550124,"post_author":"890","post_date":"2024-12-02 09:42:16","post_date_gmt":"2024-12-02 17:42:16","post_content":"[vc_section][vc_row][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h1>CX trends in 2025 and beyond<\/h1>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h2>Transformative insights for your business<\/h2>\r\n[\/vc_column_text][vc_column_text css=\"\"]<span class=\"TextRun SCXW22033385 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW22033385 BCX0\">CX experts explore key trends shaping customer and employee experiences\u2014and their impact on your business in 2025 and beyond.<\/span><\/span>[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]<span data-contrast=\"auto\">This webinar is a must-watch for contact centre leaders, customer service managers, business executives and anyone passionate about driving impactful customer experiences. If you're ready to lead the way in 2025 with cutting-edge insights, this event is for you.<\/span>\r\n<span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"auto\">About the webinar<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">As customer experience (CX) professionals rapidly adapt their strategies to include AI and digital transformation, staying ahead has never been more important. Join us for an exclusive look into 2025's top CX and EX trends. Our expert panel will unpack game-changing developments in AI-driven personalisation, ethical AI practices, workforce evolution and more\u2014equipping you to take your customer and employee experience strategies to the next level.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"auto\">Watch now to learn more about:<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n<ul>\r\n \t<li><span data-contrast=\"auto\">Leveraging AI for hyperpersonalised and ethical customer experiences<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Enhancing customer journeys with strategic, real-time cross-channel engagement<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Driving measurable business outcomes with CX strategies and next-gen workforce engagement management<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7014X000003AgOhQAK\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1733151066545{padding-top: 0px !important;}\"][vc_row el_class=\"mx-0\"][vc_column background_color=\"bgc-lgray\" el_class=\"p-md-3 px-1\"][vc_row_inner el_class=\"mx-0\"][vc_column_inner][vc_column_text css=\"\"]\r\n<h3 style=\"text-align: center;\">Meet the speakers<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549632\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><b>Megan Burns\r\n<\/b>Founder and Principal\r\nExperience Enterprises<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549633\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Robin Gareiss\r\n<\/strong>CEO &amp; Principal Analyst\r\nMetrigy<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549634\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Sami Beydoun\r\n<\/strong>Team Leader, Student Services Hub\r\nWestern Sydney University<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"549670\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>William Dummett<\/strong>\r\nChief Privacy Officer\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"550117\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Prajwal Ramachandra\r\n<\/strong><span data-contrast=\"auto\">Managing Director, Global Contact Center Practice Lead<\/span><span data-ccp-props=\"{}\">\r\n<\/span><span data-contrast=\"auto\">Accenture<\/span><\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"CX trends in 2025 and beyond","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cx-trends-in-2025-and-beyond","to_ping":"","pinged":"","post_modified":"2025-01-07 12:22:33","post_modified_gmt":"2025-01-07 20:22:33","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=550124","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":556476,"post_author":"954","post_date":"2025-02-07 02:52:25","post_date_gmt":"2025-02-07 10:52:25","post_content":"This year, artificial intelligence (AI) is set to transform industries, dramatically reshape customer experiences and redefine how businesses operate. Innovative technologies like advanced <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/virtual-agents-breaking-free-from-the-limits-of-traditional-chatbots\" target=\"_blank\" rel=\"noopener\">virtual agents<\/a> and agentic AI will elevate customer satisfaction and drive efficiency through highly personalised human-like interactions and seamless assistance. Let\u2019s look at a few predictions from myself and other Genesys experts about what AI-driven <a href=\"https:\/\/www.genesys.com\/en-gb\/webinars\/cx-trends-in-2025-and-beyond?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">opportunities and challenges we\u2019ll see in 2025<\/a>.\r\n\r\n&nbsp;\r\n<h3>Good News for Consumers: The Rise of Virtual Agents Is Upon Us<\/h3>\r\n<em><strong>Here\u2019s my take on what I think you can expect this year.<\/strong><\/em>\r\n\r\nMany businesses use chatbots to automate customer service and drive efficiency. When built correctly, they\u2019re valuable tools, easy to deploy and allow customers to interact with a brand 24\/7. But the reality is most chatbots provide fragmented interactions earning a reputation as one of the most frustrating parts of a customer experience.\r\n\r\nThe majority of chatbots are ineffective because they have rigid designs, aren\u2019t structured to keep up with human conversation and require constant maintenance to stay updated. When problems are escalated to a human agent, a customer\u2019s context and history often does not follow. This results in employees asking repetitive questions and adding to a customer\u2019s frustration and feelings of not being heard.\r\n\r\nTo <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\">orchestrate the highly personalised experiences<\/a> consumers desire, businesses should upgrade their chatbots to advanced virtual agents. Virtual agents use large language models to mimic natural human conversation. They can understand more complex conversations, seamlessly pass context to their human counterparts, and tailor experiences based on real-time consumer behaviour and preferences. Simply put, virtual agents can give customers the human touch that chatbots can\u2019t.\r\n\r\n&nbsp;\r\n<h3>Agentic AI Is the Next Big Thing in Tech \u2014 and the Ultimate Life Hack for Consumers<\/h3>\r\n<em><strong>\u2013 Glenn Nethercutt, Genesys Chief Technology Officer<\/strong><\/em>\r\n\r\nTech leaders are already looking beyond the power of <a href=\"https:\/\/www.genesys.com\/blog\/post\/modern-contact-center-ai-the-power-and-possibility\" target=\"_blank\" rel=\"noopener\">generative AI<\/a> to agentic AI. Agentic AI will usher in the next level of customer experiences through proactive and adaptive engagement with the potential to bring immense value to both businesses and their customers.\r\n\r\nNo longer just passive assistants, agentic AI will tackle complex, multistep tasks that defy a simple, predefined path and adapt to real-time decision-making. Think of it as the Jarvis to your Tony Stark \u2014 it coordinates multiple AI agents, each focused on a specific part of a task, to deliver seamless, real-time solutions that adjust with every new piece of information.\r\n\r\nPicture this: AI tracks your delivery, reroutes your package on the fly, dodges traffic jams and weather, and keeps you updated during every step of the process \u2014 without you ever asking. Agentic AI will empower the next generation of self-service, creating interactions that are as smooth, as fast and as intuitive as having your own personal assistant.\r\n\r\nGet ready for a future where AI handles the details effortlessly freeing you to focus on what truly matters.\r\n\r\n&nbsp;\r\n<h3>AI Will Drive Retail from the Back End Forward<\/h3>\r\n<em><strong>\u2013 Josh Goldlust, VP of Product, Digital Experience<\/strong><\/em>\r\n\r\nIn 2025, AI will transform the retail industry behind the scenes by enhancing operational efficiencies, orchestrating customer experiences, boosting inventory management through personalised in-stock recommendations and more. These changes will significantly enhance online shopping and customer service requiring brands to replicate the <a href=\"https:\/\/www.genesys.com\/en-gb\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">personalised, AI-driven experiences<\/a> consumers expect online, in store.\r\n\r\nOver the next few years, expect to see AI-powered predictive analytics in action, offering real-time, personalised discounts based on in-store behaviour. This will be particularly important for retailers with strong customer data and loyalty programs. Retailers that successfully integrate these seamless, personalised experiences both online and in-store will lead the pack, while others who are not experimenting with AI risk falling behind.\r\n\r\nIn 2025, AI will dramatically improve customer experiences with more personalised and empathetic interactions. It\u2019s no secret that AI\u2019s potential is near limitless, but challenges, such as ineffective AI chatbots, still remain. And businesses will need to do their part to address them. The companies that prioritise innovation and <a href=\"https:\/\/www.genesys.com\/blog\/post\/want-to-jump-start-your-cx-adopt-ai\" target=\"_blank\" rel=\"noopener\">embrace new AI technology<\/a> will create significantly better customer experiences and earn customer loyalty.\r\n\r\nWatch this webinar \u201c<a href=\"https:\/\/www.genesys.com\/en-gb\/webinars\/cx-trends-in-2025-and-beyond?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">CX trends in 2025 and beyond<\/a>\u201d to learn what other trends experts say are on the horizon in 2025.\r\n\r\n&nbsp;","post_title":"The Future of CX: How AI Will Redefine Customer Experiences in 2025","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-future-of-cx-how-ai-will-redefine-customer-experiences-in-2025","to_ping":"","pinged":"","post_modified":"2025-02-07 02:52:25","post_modified_gmt":"2025-02-07 10:52:25","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=556476","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"event_type":"gsummit","event_status":"ontime","event_start_date":"06\/09\/2026","event_start_time":"09:00:00","event_location":"Bij de Vuursche Lodge in Baarn","event_venue_name":"","country":"Netherlands","venue_map":{"address":"Hilversumsestraatweg 19, 3744 KB Baarn, Netherlands","lat":52.20580169999999,"lng":5.2172709,"zoom":16,"place_id":"ChIJzR3Q0vhqxkcRjAw4mc0n_0I","name":"Hilversumsestraatweg 19","street_number":"19","street_name":"Hilversumsestraatweg","city":"Baarn","state":"Utrecht","state_short":"UT","post_code":"3744 KB","country":"Netherlands","country_short":"NL"},"w_tycontent":"<p>Bedankt voor je registratie voor ons evenement. Dit is NIET uw bevestiging. Houd een e-mail van Genesys in de gaten ter bevestiging van uw registratie.<\/p>\n<p>Genesys behoudt zich het recht voor om inschrijvingen te annuleren indien nodig.<\/p>\n<p>Klik <a href=\"https:\/\/web-fire.genesys.com\/calendar\/ics\/222\/genesys-future-of-cx-nederland-2026.ics\">hier<\/a> om het event gelijk toe te voegen aan uw kalender<\/p>\n","event_header_bgc":"orange","event_header_title":"Genesys Future of CX","event_description_title":"Experience Orchestration in an Agentic World","event_description":"\u2022 Ontdek hoe Agentic AI klantcontact verandert<br \/>\r\n\u2022 Leer hoe je mens en AI effectief laat samenwerken<br \/>\r\n\u2022 Krijg concrete handvatten voor jouw organisatie<br \/>\r\n<br \/>\r\n<br \/>\r\n","event_header_image":"https:\/\/www.genesys.com\/media\/Vuursche-Lodge-foto-voorkant.png","disable_registration":false,"form_header_alignment":"left","form_header":"Registreer v\u00f2\u00f2r 25 mei!","form_button":"Registreer hier ","is_external_registration":[],"form_field_settings":["form_known","form_prefill","form_pp","cb_available","nolazy"],"form_setup":{"events_field_config":"advanced","events_custom_fields":["fl_email","fl_firstname","fl_lastname","fl_company","fl_busphone","fl_country","fl_jobfunction1","fl_joblevel1","fl_title"],"additional_custom_form_fields":{"advance_fields":[{"af_type":"text","af_width":"form-row","af_label":"Dieetwensen ","af_lid":"fe460","af_lname":"reusableField01Label","af_id":"fe461","af_name":"reusableField01Value","af_required":"not-required","af_opt_design":"stacked","af_value":"","select_option":[{"so_label":"YES","so_value":"YES"},{"so_label":"NO","so_value":"NO"}]}]},"cust_form_id":"","form_cid":"701Ht000001x8QDIAY","multiple_cid":false,"multiple_cid_setup":false,"ar_status":"no","ar_title":false,"ar_custom_title":"","ar_url":false,"ar_custom_url":"","custom_ty":"<p>Bedankt voor je registratie voor ons evenement. Dit is niet uw bevestiging. Houd een e-mail van Genesys in de gaten ter bevestiging van uw registratie. De bevestigings-email krijgt u enkele weken voor het event.<\/p>\n<p>Genesys behoudt zich het recht voor om inschrijvingen te annuleren indien nodig.<\/p>\n<p>Klik <a href=\"https:\/\/web-fire.genesys.com\/calendar\/ics\/222\/genesys-future-of-cx-nederland-2026.ics\">hier<\/a> om het event gelijk toe te voegen aan uw kalender<\/p>\n<p>&nbsp;<\/p>\n"},"additional_form_content":"","disable_content_section":false,"event_content_template":"a1","event_title_group":{"title":"","sub_title":""},"media_content":{"select_media":"image","content_image":621566,"content_video":""},"text_content":{"sub_title_h4":"Genesys Future of CX 9 juni 2026","text_content":"<p data-start=\"106\" data-end=\"353\">AI verandert klantcontact sneller dan de meeste organisaties kunnen bijbenen. Met de opkomst van Agentic AI verschuiven we van reactieve processen naar systemen die proactief handelen, besluitvorming ondersteunen en zelfstandig actie ondernemen.<\/p>\n<p data-start=\"355\" data-end=\"627\">Met het thema <strong data-start=\"369\" data-end=\"417\">Experience Orchestration in an Agentic World<\/strong> leer je hoe je technologie, data en menselijke expertise samenbrengt om naadloze, intelligente klantreizen te cre\u00ebren. Zo leg je de basis voor een nieuwe manier van werken waarin mens en AI als \u00e9\u00e9n opereren. Onze opening keynote wordt verzorgd door\u00a0<strong data-taxi-rich-text-references=\"{}\" data-taxi-style-rich-style-bold=\"true\">Peter Graf, SVP Strategy bij Genesys<\/strong>. In zijn keynote laat hij zien hoe CX zich ontwikkelt van losse interacties naar intelligente systemen die intentie begrijpen, middelen co\u00f6rdineren en realtime resultaten leveren binnen de hele organisatie.<\/p>\n<p data-start=\"629\" data-end=\"1099\">Tijdens <strong data-start=\"637\" data-end=\"671\">Genesys Future of CX <\/strong>ontdek je wat deze verandering in de praktijk betekent voor jouw organisatie. Je krijgt concrete inzichten en praktische handvatten om experience orchestration toe te passen en deze nieuwe manier van werken succesvol te implementeren. Verwacht inspirerende keynotes, inzichten van experts en interactieve sessies die je helpen de stap te maken van visie naar uitvoering.<\/p>\n<p data-start=\"1356\" data-end=\"1423\">En na een dag vol inspiratie sluiten we swingend af met een hapje, een drankje en een cocktailbar!<\/p>\n<p data-start=\"1356\" data-end=\"1423\">Heeft u een vraag? Stuur een e-mail naar <a class=\"decorated-link cursor-pointer\" rel=\"noopener\" data-start=\"1397\" data-end=\"1423\">lex.oosterhoff@genesys.com<\/a><\/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":false,"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\/09\/2026","event_agenda_group":[{"agenda_group_title":"","event_agenda":[{"agenda_date":"09\/06\/2026","agenda_tab_label":"Moderator: Eva Helmond","agenda_details":[{"agenda_title":"Welcome with coffee\t\t","agenda_start_time":"08:30:00","agenda_end_time":"09:15:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Opening Future of CX","agenda_start_time":"09:15:00","agenda_end_time":"09:25:00","agenda_single_description":"<p>Begin de dag met Michel Delfosse &amp; Ramses de Jong die het Genesys Future of CX event zal openen.<\/p>\n<div class=\"content footer has-bot-actions\">\n<div class=\"indicator\"><strong>Michel Delfosse \u2013 <\/strong>CX Advisor Director Benelux &#8211; Genesys<\/div>\n<div><strong>Ramses de Jong<\/strong>\u00a0\u2013 Salesmanager Benelux, Genesys<\/div>\n<\/div>\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":"<p>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<p><strong>Peter Graf<\/strong>\u00a0\u2013 SVP Strategy, Genesys<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Customer Story: Carglass","agenda_start_time":"10:15:00","agenda_end_time":"10:35:00","agenda_single_description":"<p><strong>Pieter Franssen<\/strong> \u2013Product Owner, Carglass<br \/>\n<strong>Bjorn Smulders<\/strong> \u2013 Manager, Customer Journey, Carglass<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Vereniging Eigen Huis: Onze reis naar de Cloud & AI - De evolutie van customer experience","agenda_start_time":"10:35:00","agenda_end_time":"10:55:00","agenda_single_description":"<p><strong>Yusuf Aydin<\/strong> \u2013 Vereniging Eigen Huis<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Break\t\t","agenda_start_time":"11:00:00","agenda_end_time":"11:15:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"From Automation to Autonomy: Driving Business Value with AI-Led Experiences","agenda_start_time":"11:15:00","agenda_end_time":"11:45:00","agenda_single_description":"<p><strong>James Cockbill <\/strong>\u2013<span class=\"cf0\">Principal Solutions Consultant, Genesys<\/span><strong><br \/>\n<\/strong><strong> Helene Bodart \u2013 <\/strong><span class=\"cf0\">Principal Solutions Consultant, Genesys<\/span><\/p>\n","agenda_session_speakers":false},{"agenda_title":"CED : Where a Small Team Becomes Champions","agenda_start_time":"11:45:00","agenda_end_time":"12:05:00","agenda_single_description":"<p><strong>Dennis van Wagtendonk &#8211;<\/strong> IT Infra Projectmanager\/European IT Team lead. CED<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Lunch\t\t","agenda_start_time":"12:05:00","agenda_end_time":"13:00:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Achmea & Genesys: Next Level","agenda_start_time":"13:05:00","agenda_end_time":"13:25:00","agenda_single_description":"<p><strong>Kim Epping<\/strong> \u2013 Team Manager Contact Center, Achmea<br \/>\n<strong>Marko Konienczny \u2013 <\/strong>Contact Center specialist, Achmea<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Breakout 1 & 2","agenda_start_time":"13:30:00","agenda_end_time":"14:15:00","agenda_single_description":"<h4><strong>Breakout: The Agentic Cafe: Transforrming Experience Orchestration<\/strong><\/h4>\n<p>In this interactive, hands-on session, we\u2019ll take you behind the scenes of the Agentic Virtual Agent demo from the previous session and show how it was built in the product. Together with product experts, we\u2019ll walk through the key building blocks, design choices, and configuration steps that bring the demo to life \u2014 giving you a practical view of what is possible today and how these capabilities can be applied to real use cases.<\/p>\n<p><strong>Hermina Cosic \u2013\u00a0<\/strong>Senior Solutions Architect, Genesys<br \/>\n<strong>Terrence Hottingg \u2013\u00a0<\/strong>Principal Solution Consultant, Genesys<\/p>\n<p>&nbsp;<\/p>\n<h4><strong>Breakout: <\/strong>The State of Copilots<\/h4>\n<p>Copilots ontwikkelen zich razendsnel van assistent naar actieve ondersteuning in het contactcenter\u2014maar wat betekent dat voor jouw organisatie? In deze sessie laten we zien hoe copilots binnen Genesys Cloud agents ondersteunen en steeds vaker meewerken in klantinteracties, met concrete voorbeelden van effici\u00ebntere gesprekken, minder after-call work en betere klantervaringen, plus wat nodig is om dit succesvol toe te passen.<\/p>\n<p><strong>Kevin van Leeuwen<\/strong> &#8211; Solution Consultant, Genesys<br \/>\n<strong>Matthijs van Laar<\/strong> &#8211; Principal Solution Consultant, Genesys<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Break\t\t","agenda_start_time":"14:15:00","agenda_end_time":"14:40:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Breakouts 3 & 4","agenda_start_time":"14:45:00","agenda_end_time":"15:30:00","agenda_single_description":"<h4>Networking Tables<\/h4>\n<p data-start=\"103\" data-end=\"390\">During this session, participants can join small networking tables for informal conversations with our Solution Consultants. 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Participants can rotate between tables across multiple rounds.<\/p>\n<p data-start=\"564\" data-end=\"591\"><strong data-start=\"564\" data-end=\"591\">Topics and table hosts:<\/strong><\/p>\n<ul data-start=\"593\" data-end=\"712\">\n<li data-section-id=\"10w9j4f\" data-start=\"593\" data-end=\"627\"><strong data-start=\"595\" data-end=\"614\">Case Management<\/strong> \u2014 Matthijs van Laar<\/li>\n<li data-section-id=\"155haag\" data-start=\"628\" data-end=\"656\"><strong data-start=\"630\" data-end=\"643\">AI Studio<\/strong> \u2014 Terrence Hotting<\/li>\n<li data-section-id=\"1ukpykg\" data-start=\"657\" data-end=\"691\"><strong data-start=\"659\" data-end=\"681\">Journey Management<\/strong> \u2014 Kevin van Leeuwen<\/li>\n<li data-section-id=\"f60o9a\" data-start=\"692\" data-end=\"712\"><strong data-start=\"27\" data-end=\"59\" data-is-only-node=\"\">Automated Quality Management<\/strong>. \u2014 Helene Bodart<\/li>\n<\/ul>\n<h4><b>How AI and Orchestration are Reshaping Customer Experience<\/b><\/h4>\n<p data-start=\"194\" data-end=\"483\">This session explores how AI and orchestration are changing the way organisations design and deliver customer experiences. 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