CX Tour

Mark Buckley, Vice President ANZ, Genesys 

Jarryd Tuyau 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, Jarryd Tuyau demystifies the promise of agentic AI and clarifies what true technological agency means as organisations prepare for Level 5 of Experience Orchestration.

Jarryd 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.

Jarryd Tuyau, AI Lead Architect, APAC, Genesys

Jarryd is joined on stage by a CX leader to discuss evolving AI foundations, including governance, skills libraries and reasoning, to create customer journeys that deliver real business value.

Jarryd Tuyau, AI Lead Architect, APAC, Genesys

See firsthand how leaders and teams can be supercharged with practical AI innovations that deliver real impact.

Annemarie Hodgson, Senior Solution Consultant, Genesys
Julian Tass, Principal Solution Consultant, Genesys

Hear from CX leaders at the forefront of business and technology innovation. These industry experts will explore how they are leading transformative change, sharing key strategies for success in a fast paced business environment. The panellists will share what it takes to innovate experiences in today’s rapidly evolving, AI-driven world.

What’s Next for Genesys Cloud? Hear the latest updates and roadmap for the Genesys Cloud.

Julian Tass, Principal Solution Consultant, Genesys

In today’s evolving contact centres, AI isn’t here to replace agents or supervisors, it’s here to empower them. This interactive workshop dives into how Human + AI collaboration is transforming employee engagement, improving performance, and reducing churn.

Join experienced peers and practitioners for interactive demos, roundtable discussions, and a forward look at what’s next in Genesys Workforce Engagement Management.

Walk away with real-world strategies to optimise your workforce and unlock the full potential of AI-enhanced employee performance.

Afternoon workshop B - From Strategy to Impact: Applying the Genesys Experience Orchestration Plan

This hands-on workshop will demonstrate how to define your CX strategy and execution plan using the Genesys Experience Orchestration Plan. Together, we’ll explore how to translate strategy into action with a focus on achieving measurable outcomes and transformational impact. Through interactive activities, customer success stories, and practical tools, you’ll dive into the full journey of proven pathways for delivering success.

Create your own Experience Orchestration Plan and leave with actionable frameworks and the confidence to drive growth and create lasting competitive advantage within your own organisation.

Join colleagues, peers and the Genesys team for a social hour at 18 Knots Rooftop Bar.