CX Tour India 2026

Preparing for Universal Agentic Experience Orchestration

Speaker – Aditya Garg, Head of Solution Consulting, India, Genesys

Aditya Garg shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees.

The next era of customer experience won’t be shaped by automation alone, but by autonomy. In this keynote, Aditya Garg demystifies the promise of agentic AI and clarifies what true technological agency means as organisations prepare for Level 5 of Experience Orchestration.

Aditya will explore how reasoning, non-determinism and agent-to-agent collaboration will transform the CX landscape, and the new guardrails enterprises must implement to stay in control. He’ll highlight how Genesys is bridging these worlds through structured, autonomous decision-making.

In this session, Aditya explains why traditional automation is no longer enough for modern customer experience. While automation can follow instructions and execute workflows, the future belongs to AI systems that can understand goals, reason within context, initiate actions, and adapt over time.

CX Tour Keynote – AI, Customer Experience, and Experience Orchestration

Speaker – Raja Lakshmipathy, Vice President and Managing Director, India, Genesys

Explore how organisations can transform customer interactions into measurable business outcomes. This session will reveal why loyalty and efficiency are not competing priorities, but the result of intelligent orchestration done right.

Join Raja Lakshmipathy, Vice President and Managing Director, India, as he opens the session with a powerful keynote on the future of customer experience, AI, and experience orchestration.

He discusses how customer expectations are changing faster than ever, with brands now being measured against the best experiences across industries. From the rise of “liquid expectations” to the shift from transactions to outcomes, Raja explains why businesses need to rethink how they engage with customers.

The keynote also explores the evolution of AI in the contact centre industry, from natural language processing and predictive AI to conversational AI, generative AI, and agentic AI. Raja outlines how Genesys is enabling organizations to use AI across the customer journey, including predictive engagement, virtual agents, predictive routing, agent copilot, supervisor copilot, workforce engagement, and journey management.