Deliver the next level of experience
CX Tour Delhi | 13 June 2025
CX Tour Bengaluru | 18 June 2025
CX Tour Mumbai | 20 June 2025
CX Tour Delhi | 13 June 2025
CX Tour Bengaluru | 18 June 2025
CX Tour Mumbai | 20 June 2025
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For any queries please reach out to aastha.gupta@genesys.com
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Imagine a world where AI-powered technology seamlessly orchestrates contextual, efficient, and personalised experiences—crafted for tomorrow’s needs and available today. Join us at our CX Tour India as we unveil the next evolution in AI-driven innovation. The future is here. It’s intelligent, unified, and designed to accelerate your business growth.
Why Attend:
Discover the latest advancements in digital, and AI— how AI-Powered Experience Orchestration can help you break away from the competition.
Hear from industry-leading organisations on how they are using digital, AI and cloud to elevate their customer experience.
Join a deep dive workshop for expert insights in creating customer experiences that build loyalty.
Unlock new possibilities in customer engagement by leveraging AI to deliver personalised, seamless, and context-driven experiences. Redefine what’s possible, build lasting loyalty, and elevate every interaction to create exceptional value for your customers. Get exclusive insights into our latest AI-powered solutions from Genesys executives, our customers and partners.
Are you ready to deliver the next level of experience?
13 June 2025
03:00 PM – 03:30 PM
Connect with Genesys experts, partners and your peers over networking Tea/Coffee.
03:30 PM – 04:00 PM
In today’s experience-driven economy, personalisation is the new loyalty. Brands that truly understand and anticipate customer needs are the ones building deeper, lasting relationships. But delivering on that promise requires more than data — it demands imagination. Discover how the fusion of personalisation and intelligent innovation is reshaping the future of customer experience.
Rajiv Makhni, India Tech Guru, TV and Radio Show Host, Author, and the Founder & Chairman of RM MAARRG (a Global Media Group)
04:00 PM – 04:40 PM
Welcome note and kick start CX Tour Delhi.
Goods are fungible. Services are intangible. Experiences are memorable.
In today’s experience economy, delivering a product or completing a service is no longer enough. Customers expect seamless, personalised interactions that make them feel seen and valued.
Join us as our speaker explores how AI is reshaping the future of customer experience—building intelligent systems that anticipate needs and deliver truly personalised journeys.
Discover how to move beyond transactions and create moments that matter
Raja Lakshmipathy, Vice President and Managing Director, India and SAARC, Genesys
04:40 PM – 04:55 PM
What’s more inspiring than hearing directly from your peer? Discover how leading brand – AIonOS, is navigating their CX journeys and transforming customer experiences in today’s AI-Powered Experience Orchestration Era
Dan Ferns, VP Global Head Delivery, AIonOS
04:55 PM – 05:25 PM
AI-empowered business outcomes leverage artificial intelligence (AI) to enhance decision-making processes, streamline operations, and personalise customer experiences. In this demo, learn how leverage Genesys AI powered experience orchestration to deliver personalised journeys for you customers, drive improved operational efficiency and improve the CX within your organisation
Aditya Garg, Head of Solutions Consulting – India, Genesys
05:25 PM – 05:55 PM
Recharge and connect with fellow attendees, Genesys team and partners over tea and coffee. Don’t miss the chance to capture your personalised AI picture at our sponsor’s photo booth
05:55 PM – 07:00 PM
07:00 PM – 07:20 PM
07:20 PM – 07:35 PM
While innovation is exciting, business run on Profitability and not on Possibilities. Genesys cloud solution don’t just push the boundaries of what’s possible – they help businesses drive measurable, scalable and repeatable ROI
Satish Annamalai, Senior Business Value Specialist, Genesys
07:35 PM – 07:50 PM
Meeting expectations and SLAs requires a unified experience for both you customers and employees. Give your customer service teams all the interaction controls and customer context they need in one unified, AI-powered desktop. With the ServiceNow and Genesys integration, you can consolidate and automate routing rules, customer tasks and other workflows to speed time to resolution and improve data accuracy.
Shruti Srivastav, Advisory Solution Consultant CSM, ServiceNow
Ajay Natarajan, Head BPO Vertical, India, Genesys
07:50 PM – 08:10 PM
Hear from diverse panel of CX leaders across industries as they share real-world strategies, challenges and successes in delivering exceptional customer experience in an AI-driven world.
Ajay Nambiar, COO-PYP and CSO-M3M & Smartworld
Irendra Chhabra, President, Bharuwa Solutions
Sian Jenkins, Marketing Director, India and ANZ, Genesys (Moderator)
08:10 PM – 08:15 PM
Raja Lakshmipathy, Vice President and Managing Director, India and SAARC, Genesys
08:15 PM – 10:30 PM
Wrap up the day with a relaxed evening of dinning, cocktails and meaningful networking with industry peers, Genesys team and our partners.
Rajiv Makhni
India Tech Guru, TV and Radio Show Host, Author, and the Founder & Chairman of RM MAARRG (a Global Media Group)
Raja Lakshmipathy
Vice President and Managing Director - India and SAARC, Genesys
Aditya Garg
Head of Solutions Consulting - India, Genesys
Dan Ferns
VP, Global Head Delivery, AIonOS
Satish Annamalai
Senior Business Value Specialist, Genesys
Sian Jenkins
Marketing Director, India and ANZ, Genesys
Ajay Nambiar
COO-PYP and CSO-M3M & Smartworld
Irendra Chhabra
President, Bharuwa Solutions
Shruti Srivastav
Advisory Solution Consultant CSM, ServiceNow
05:55 PM – 06:25 PM
Today’s contact centres are stitched together with legacy systems that don’t talk—and agents who pay the price. Join Tata Communications, a multiple award-winning Genesys partner, as we explore how our AI-powered orchestration engine can connect across your legacy and incumbent platforms into a self-learning, insight-rich ecosystem that drives agent productivity, eliminates CX silos, and delivers the outcomes modern customers demand.
Breakout Room – Rosewood, Leela Ambience
Sachin Bharadwaj, Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar, Associate Director – Customer Interaction Suite, Tata Communications
Speakers
Sachin Bharadwaj
Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar
Associate Director - Customer Interaction Suite, Tata Communications
05:55 PM – 06:25 PM
In this interactive session, we’ll explore how organisations already on the Genesys journey are scaling their CX and EX impact using digital, AI, self-service, and workforce tools. Share your current challenges, hear success stories, and learn how CX Advisors, Professional Services, and TAMs help you continuously drive value. We’ll also introduce opportunities to elevate your voice through the Genesys Advocacy Program.
Hall Name – Royal Grand, Leela Ambience
Kaushik Ananda, Sr. Customer Success Manager, Genesys
Arockia Meetpan, Sr. Manager, Technical Account Management, Genesys
Vishal Marwaha, Service Engagement Director, Genesys
Rachana Singh, Customer Advocacy Director, Genesys
Speakers
Kaushik Ananda
Sr. Customer Success Manager, Genesys
Arockia Meetpan
Sr. Manager, Technical Account Management, Genesys
Vishal Marwaha
Service Engagement Director, Genesys
Rachana Singh
Customer Advocacy Director, Genesys
06:30 PM – 07:00 PM
Today’s contact centres are stitched together with legacy systems that don’t talk—and agents who pay the price. Join Tata Communications, a multiple award-winning Genesys partner, as we explore how our AI-powered orchestration engine can connect across your legacy and incumbent platforms into a self-learning, insight-rich ecosystem that drives agent productivity, eliminates CX silos, and delivers the outcomes modern customers demand.
Breakout Room – Rosewood, Leela Ambience
Sachin Bharadwaj, Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar, Associate Director – Customer Interaction Suite, Tata Communications
Speakers
Sachin Bharadwaj
Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar
Associate Director - Customer Interaction Suite, Tata Communications
06:30 PM – 07:00 PM
In this interactive session, we’ll explore how organisations already on the Genesys journey are scaling their CX and EX impact using digital, AI, self-service, and workforce tools. Share your current challenges, hear success stories, and learn how CX Advisors, Professional Services, and TAMs help you continuously drive value. We’ll also introduce opportunities to elevate your voice through the Genesys Advocacy Program.
Hall Name – Royal Grand, Leela Ambience
Kaushik Ananda, Sr. Customer Success Manager, Genesys
Arockia Meetpan, Sr. Manager, Technical Account Management, Genesys
Vishal Marwaha, Service Engagement Director, Genesys
Rachana Singh, Customer Advocacy Director, Genesys
Speakers
Kaushik Ananda
Sr. Customer Success Manager, Genesys
Arockia Meetpan
Sr. Manager, Technical Account Management, Genesys
Vishal Marwaha
Service Engagement Director, Genesys
Rachana Singh
Customer Advocacy Director, Genesys
18 June 2025
01:30 PM – 02:30 PM
Connect with Genesys experts, partners and your peers over networking lunch
02:30 PM – 04:00 PM
Paddy Upton, Leadership, High-performance coach, Author, Speaker and Professor
04:00 PM – 04:10 PM
Welcome and kick start CX Tour Bengaluru
Raja Lakshmipathy, Vice President and Managing Director – India and SAARC, Genesys
04:10 PM – 04:40 PM
Goods are fungible. Services are intangible. Experiences are memorable.
In today’s experience economy, delivering a product or completing a service is no longer enough. Customers expect seamless, personalised interactions that make them feel seen and valued.
Join us as our speaker explores how AI is reshaping the future of customer experience—building intelligent systems that anticipate needs and deliver truly personalised journeys.
Discover how to move beyond transactions and create moments that matter.
Albert Nel, Senior Vice President – APAC, Genesys
04:40 PM – 04:55 PM
What’s more inspiring than hearing directly from your peer? Discover how leading brand- IDP, is navigating their CX journeys and transforming customer experiences in today’s AI-Powered Experience Orchestration Era
Neeraja Krishnan, Director – Digital Campus & Global Engineering & Delivery, IDP
04:55 PM – 05:25 PM
AI-empowered business outcomes leverage artificial intelligence (AI) to enhance decision-making processes, streamline operations, and personalise customer experiences. In this demo, learn how leverage Genesys AI powered experience orchestration to deliver personalised journeys for you customers, drive improved operational efficiency and improve the CX within your organisation.
Aditya Garg, Head of Solutions Consulting – India, Genesys
05:25 PM – 05:55 PM
Recharge and connect with fellow attendees, Genesys team and partners over tea and coffee. Don’t miss the chance to capture your personalised AI picture at our sponsor’s photo booth
05:55 PM – 07:00 PM
07:00 PM – 07:20 PM
07:20 PM – 07:35 PM
While innovation is exciting, business run on Profitability and not on Possibilities. Genesys cloud solution don’t just push the boundaries of what’s possible – they help businesses drive measurable, scalable and repeatable ROI.
Satish Annamalai, Senior Business Value Specialist, Genesys
07:35 PM – 08:05 PM
Hear from diverse panel of CX leaders across industries as they share real-world strategies, challenges and successes in delivering exceptional customer experience in an AI-driven world.
Dr. Lakshmanan Ramanathan, AVP, Business Head – Technology and Automation, Infosys BPM
Amit Kumar Singh, National Head Phone Banking Vertical, VP-II, Ujjivan Small Finance Bank
Sian Jenkins, Marketing Director, India and ANZ, Genesys (Moderator)
08:05 PM – 08:20 PM
Meeting expectations and SLAs requires a unified experience for both your customers and employees. Give your customer service teams all the interaction controls and customer context they need in one unified, AI-powered desktop. With the ServiceNow and Genesys integration, you can consolidate and automate routing rules, customer tasks and other workflows to speed time to resolution and improve data accuracy.
Lavanya Sadasivan, Sr Advisory Solution Consultant CSM, ServiceNow
Ajay Natarajan, Head BPO Vertical, India, Genesys
08:20 PM – 08:25 PM
Raja Lakshmipathy, Vice President and Managing Director, India and SAARC, Genesys
08:25 PM – 10:30 PM
Wrap up the day with a relaxed evening of dinning, cocktails and meaningful networking with industry peers, Genesys team and our partners.
Paddy Upton
Leadership, High-performance coach, Author, Speaker and Professor
Albert Nel
Senior Vice President, APAC, Genesys
Raja Lakshmipathy
Vice President and Managing Director, India and SAARC, Genesys
Aditya Garg
Head of Solutions Consulting, India, Genesys
Neeraja Krishnan
Director – Digital Campus & Global Engineering & Delivery, IDP
Dr. Lakshmanan Ramanathan
AVP, Business Head – Technology and Automation, Infosys BPM
Satish Annamalai
Senior Business Value Specialist, Genesys
Sian Jenkins
Marketing Director, India and ANZ, Genesys
Amit Kumar Singh
National Head Phone Banking Vertical, VP-II, Ujjivan Small Finance Bank
Lavanya Sadasivan
Sr. Advisory Solution Consultant CSM
05:55 PM – 06:25 PM
Today’s contact centres are stitched together with legacy systems that don’t talk—and agents who pay the price. Join Tata Communications, a multiple award-winning Genesys partner, as we explore how our AI-powered orchestration engine can connect across your legacy and incumbent platforms into a self-learning, insight-rich ecosystem that drives agent productivity, eliminates CX silos, and delivers the outcomes modern customers demand.
Breakout Room – Richmond, Taj MG Road
Sachin Bharadwaj, Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar, Associate Director – Customer Interaction Suite, Tata Communications
Speakers
Sachin Bharadwaj
Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar
Associate Director - Customer Interaction Suite, Tata Communications
05:55 PM – 06:25 PM
In this interactive session, we’ll explore how organisations already on the Genesys journey are scaling their CX and EX impact using digital, AI, self-service, and workforce tools. Share your current challenges, hear success stories, and learn how CX Advisors, Professional Services, and TAMs help you continuously drive value. We’ll also introduce opportunities to elevate your voice through the Genesys Advocacy Program.
Hall Name – Vijaynagar, Taj MG Road
Karthikeyan Muttan, Sr. Customer Success Manager, Genesys
John Sunder, Sr. Technical Account Manager, Genesys
Vishal Marwaha, Service Engagement Director, Genesys
Rachana Singh, Customer Advocacy Director, Genesys
Speakers
Karthikeyan Muttan
Sr. Customer Success Manager, Genesys
John Sunder
Sr. Technical Account Manager, Genesys
Vishal Marwaha
Service Engagement Director, Genesys
Rachana Singh
Customer Advocacy Director, Genesys
06:30 PM – 07:30 PM
Today’s contact centres are stitched together with legacy systems that don’t talk—and agents who pay the price. Join Tata Communications, a multiple award-winning Genesys partner, as we explore how our AI-powered orchestration engine can connect across your legacy and incumbent platforms into a self-learning, insight-rich ecosystem that drives agent productivity, eliminates CX silos, and delivers the outcomes modern customers demand.
Breakout Room – Richmond, Taj MG Road
Sachin Bharadwaj, Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar, Associate Director – Customer Interaction Suite, Tata Communications
Speakers
Sachin Bharadwaj
Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar
Associate Director - Customer Interaction Suite, Tata Communications
06:30 PM – 07:00 PM
In this interactive session, we’ll explore how organisations already on the Genesys journey are scaling their CX and EX impact using digital, AI, self-service, and workforce tools. Share your current challenges, hear success stories, and learn how CX Advisors, Professional Services, and TAMs help you continuously drive value. We’ll also introduce opportunities to elevate your voice through the Genesys Advocacy Program.
Hall Name – Vijaynagar, Taj MG Road
Karthikeyan Muttan, Sr. Customer Success Manager, Genesys
John Sunder, Sr. Technical Account Manager, Genesys
Vishal Marwaha, Service Engagement Director, Genesys
Rachana Singh, Customer Advocacy Director, Genesys
Speakers
Karthikeyan Muttan
Sr. Customer Success Manager, Genesys
John Sunder
Sr. Technical Account Manager, Genesys
Vishal Marwaha
Service Engagement Director, Genesys
Rachana Singh
Customer Advocacy Director, Genesys
20 June 2025
01:30 PM – 02:30 PM
Connect with Genesys experts, partners and your peers over networking lunch.
02:30 PM – 04:00 PM
Paddy Upton, Leadership, High-performance coach, Author, Speaker and Professor
04:00 PM – 04:10 PM
Welcome and kick start CX Tour Mumbai
Raja Lakshmipathy, Vice President and Managing Director, India and SAARC, Genesys
04:10 PM – 04:40 PM
Goods are fungible. Services are intangible. Experiences are memorable.
In today’s experience economy, delivering a product or completing a service is no longer enough. Customers expect seamless, personalised interactions that make them feel seen and valued.
Join us as our speaker explores how AI is reshaping the future of customer experience—building intelligent systems that anticipate needs and deliver truly personalised journeys.
Discover how to move beyond transactions and create moments that matter
Albert Nel, Senior Vice President, APAC, Genesys
04:55 PM – 05:15 PM
Get an exclusive preview of the latest Genesys innovations, key product developments and strategic roadmap designed to power the next generation of customer experiences
04:55 PM – 05:25 PM
AI-empowered business outcomes leverage artificial intelligence (AI) to enhance decision-making processes, streamline operations, and personalise customer experiences. In this demo, learn how leverage Genesys AI powered experience orchestration to deliver personalised journeys for you customers, drive improved operational efficiency and improve the CX within your organisation
Aditya Garg, Head of Solutions Consulting, India, Genesys
05:25 PM – 05:55 PM
Recharge and connect with fellow attendees, Genesys team and partners over tea and coffee. Don’t miss the chance to capture your personalised AI picture at our sponsor’s photo booth
05:55 PM – 07:00 PM
07:00 PM – 07:20 PM
07:20 PM – 07:35 PM
While innovation is exciting, business run on Profitability and not on Possibilities. Genesys cloud solution don’t just push the boundaries of what’s possible – they help businesses drive measurable, scalable and repeatable ROI
Satish Annamalai, Senior Business Value Specialist, Genesys
07:35 PM – 07:50 PM
Meeting expectations and SLAs requires a unified experience for both your customers and employees. Give your customer service teams all the interaction controls and customer context they need in one unified, AI-powered desktop. With the ServiceNow and Genesys integration, you can consolidate and automate routing rules, customer tasks and other workflows to speed time to resolution and improve data accuracy.
Lavanya Sadasivan, Sr Advisory Solution Consultant CSM, ServiceNow
Ajay Natarajan, Head BPO Vertical, India, Genesys
07:50 PM – 08:20 PM
Hear from diverse panel of CX leaders across industries as they share real-world strategies, challenges and successes in delivering exceptional customer experience in an AI-driven world.
Vinod Venkateswaran, Chief Operating Officer, PGIM India
Preethi Nair, Corporate Vice President – Customer Experience, Credit Saison India
Mahendra Bindra, Head – Customer Excellence, Unity Small Finance Bank Limited
Sian Jenkins, Marketing Director, India and ANZ, Genesys
08:20 PM – 08:25 PM
Raja Lakshmipathy, Vice President and Managing Director, India and SAARC, Genesys
08:25 PM – 10:30 PM
Wrap up the day with a relaxed evening of dinning, cocktails and meaningful networking with industry peers, Genesys team and our partners.
Paddy Upton
Leadership, High-performance coach, Author, Speaker and Professor
Albert Nel
Senior Vice President, APAC, Genesys
Raja Lakshmipathy
Vice President and Managing Director, India and SAARC, Genesys
Aditya Garg
Head of Solutions Consulting, India, Genesys
Satish Annamalai
Senior Business Value Specialist, Genesys
Vinod Venkateswaran
Chief Operating Officer, PGIM India
Mahendra Bindra
Head – Customer Excellence, Unity Small Finance Bank Limited
Preethi Nair
Corporate Vice President – Customer Experience, Credit Saison India
Sian Jenkins
Marketing Director, India and ANZ, Genesys
Lavanya Sadasivan
Sr. Advisory Solution Consultant CSM
05:55 PM – 06:25 PM
Today’s contact centres are stitched together with legacy systems that don’t talk—and agents who pay the price. Join Tata Communications, a multiple award-winning Genesys partner, as we explore how our AI-powered orchestration engine can connect across your legacy and incumbent platforms into a self-learning, insight-rich ecosystem that drives agent productivity, eliminates CX silos, and delivers the outcomes modern customers demand.
Breakout Room – Pompapour Salon, Sofitel MG Road
Sachin Bharadwaj, Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar, Associate Director – Customer Interaction Suite, Tata Communications
Speakers
Sachin Bharadwaj
Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar
Associate Director - Customer Interaction Suite, Tata Communications
05:55 PM – 06:25 PM
In this interactive session, we’ll explore how organizations already on the Genesys journey are scaling their CX and EX impact using digital, AI, self-service, and workforce tools. Share your current challenges, hear success stories, and learn how CX Advisors, Professional Services, and TAMs help you continuously drive value. We’ll also introduce opportunities to elevate your voice through the Genesys Advocacy Program.
Hall Name – Petite Salon Matisse, Sofitel BKC
Shanker Bharadwaj Ramaiyah, Sr. Manager – Customer Success Management, Genesys
Jayaraman Krishnamurthy, Sr. Technical Account Manager, Genesys
Vishal Marwaha, Service Engagement Director, Genesys
Rachana Singh, Customer Advocacy Director, Genesys
Speakers
Shanker Bharadwaj Ramaiyah
Sr. Manager – Customer Success Management, Genesys
Jayaraman Krishnamurthy
Sr. Technical Account Manager, Genesys
Vishal Marwaha
Service Engagement Director, Genesys
Rachana Singh
Customer Advocacy Director, Genesys
06:30 PM – 07:00 PM
Today’s contact centres are stitched together with legacy systems that don’t talk—and agents who pay the price. Join Tata Communications, a multiple award-winning Genesys partner, as we explore how our AI-powered orchestration engine can connect across your legacy and incumbent platforms into a self-learning, insight-rich ecosystem that drives agent productivity, eliminates CX silos, and delivers the outcomes modern customers demand.
Breakout Room – Pompapour Salon, Sofitel MG Road
Sachin Bharadwaj, Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar, Associate Director – Customer Interaction Suite, Tata Communications
Speakers
Sachin Bharadwaj
Head of CCaaS Business, India & Middle East, Tata Communications
Karthik Raja Sivacoumar
Associate Director - Customer Interaction Suite, Tata Communications
06:30 PM – 07:00 PM
In this interactive session, we’ll explore how organizations already on the Genesys journey are scaling their CX and EX impact using digital, AI, self-service, and workforce tools. Share your current challenges, hear success stories, and learn how CX Advisors, Professional Services, and TAMs help you continuously drive value. We’ll also introduce opportunities to elevate your voice through the Genesys Advocacy Program.
Hall Name – Petite Salon Matisse, Sofitel BKC
Shanker Bharadwaj Ramaiyah, Sr. Manager – Customer Success Management, Genesys
Jayaraman Krishnamurthy, Sr. Technical Account Manager, Genesys
Vishal Marwaha, Service Engagement Director, Genesys
Rachana Singh, Customer Advocacy Director, Genesys
Speakers
Shanker Bharadwaj Ramaiyah
Sr. Manager – Customer Success Management, Genesys
Jayaraman Krishnamurthy
Sr. Technical Account Manager, Genesys
Vishal Marwaha
Service Engagement Director, Genesys
Rachana Singh
Customer Advocacy Director, Genesys
Please contact us and a member of the Genesys events team will respond.
