Nov 11, 2026 08:30

Genesys Partner Forum

Hyatt Regency Sydney

The Genesys Partner Forum is your opportunity to connect, collaborate, and shape the future of customer experience together. Designed exclusively for our Partner Ecosystem this forum brings you closer to Genesys leaders and industry peers in the lead-up to Genesys Xperience APAC 2026.

Please note: The Partner Forum is open only to Genesys partners and consultants. Registration does not include access to Xperience APAC.

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Thank you for registering for the Genesys Partner Forum. You will receive a confirmation email shortly.

If you don’t receive an email, please contact the Genesys Events Team via email at events@cw3.co or call +61 3 9870 2611.

Please note: The Partner Forum is open only to Genesys partners and consultants. Registration does not include access to Xperience APAC. 

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The Partner Forum delivers five outcomes. Each is focused on turning Experience Orchestration into execution.

  • Align on Agentic Orchestration: Understand what it means for customers, Genesys and the role of our partner ecosystem in FY28.
  • Turn AI into customer outcomes: Use the AI Adoption Journey to identify opportunities, sequence value and move customers from AI ambition to measurable impact.
  • Take AI into real customer conversations: Hear what is working in the field, including the language, proof points and approaches that resonate with economic buyers.
  • Build repeatable partner practices: Explore practical opportunities across Agentic AI, Work Automation, Orchestrator and Journey Management that partners can take to market and scale.
  • Commit to FY28 execution: Leave with clear priorities for building capability, creating customer value and growing together through Experience Orchestration.

Why Attend the Genesys Partner Forum?

The Experience Economy is evolving rapidly, and AI is changing both what customers expect and how value is created.

In one focused morning, you’ll gain:

  • Executive perspective on the rise of Experience Orchestration and why it is becoming a critical business discipline.
  • A practical AI Adoption Journey for moving customers from Agent Copilot through Virtual Agent to Agentic Virtual Agent, with a framework for identifying and sequencing opportunity.
  • Real-world insight from Genesys sales and industry leaders on how AI conversations are landing with customers and economic buyers.
  • Lessons from live ANZ deployments, including Agentic Virtual Agents, Navigator and Work Automation, what we are learning and where partners can create value.
  • Practical partner plays for building repeatable practices around Work Automation, Orchestrator and Journey Management.
  • Direct access to Genesys leaders, customers and ecosystem peers to connect, exchange perspectives and identify opportunities to work together in FY28.

Agenda

Wednesday, 11 November 2026

08:30 – 09:00

Arrival, Coffee & Networking

Start the morning by connecting with fellow partners and Genesys leaders, building relationships and making new connections across the ANZ partner ecosystem.

09:00 – 09:05

Welcome

Building on last year’s call to collaborate and transform together, we’ll introduce the next evolution: Design. Orchestrate. Improve.

Speakers

Rob alexander 1600

Rob Alexander

Manager, Partner Sales, ANZ, Genesys

09:05 – 09:30

The Experience Economy and the Rise of Experience Orchestration

The experience economy is changing rapidly. Peter will explore what’s driving that shift and why Experience Orchestration is emerging as a critical business discipline – enabling organisations and their partners to design, govern and continuously improve customer journeys.

Speakers

Peter graf

Peter Graf

Senior Vice President, Strategy, Genesys

09:30 – 09:40

Building the Experience Orchestration Partner Ecosystem

The Partner Forum will open with three questions that will frame the morning: What is Experience Orchestration and why does it matter? How does our partner operating model need to evolve? And what are we committing to together for FY28?

Speakers

Apac tech summit speaker gwilym2

Gwilym Funnell

Vice President, Partner & Alliances APAC, Genesys

09:40 – 10:10

AI in Practice: Recommendations for Partners

Brett will take a deeper look at two live ANZ deployments using Agentic Virtual Agents and Navigator. Rather than a product demonstration, this is a view from the field – what we’re learning, the adoption patterns emerging and where we see the greatest opportunities for partners in FY28.

Speakers

Brett dal santo

Brett Dal Santo

Senior Specialist, AI & Experience Ochestration, Genesys

10:10 – 10:35

Winning in the AI-led Experience Economy: Turning AI into Customer Outcomes

How do we move customers from AI ambition to measurable outcomes? Mark will set the ANZ market context before Charles introduces the AI adoption journey – from Agent Copilot to Virtual Agent and Agentic Virtual Agent – and a practical framework partners can use to identify opportunities, sequence value and build repeatable AI practices.

Speakers

Mark buckley apc2024

Mark Buckley

Vice President, ANZ, Genesys

Charles oppenheim

Charles Oppenheim

Account Director, Financial Services, Genesys

10:35 – 10:50

Selling AI in Reality

Moving from strategy to the sales conversation. Hear from Genesys sales and industry leaders on how to take the AI Adoption Journey into customer conversations, including the language, proof points and approaches that resonate with economic buyers.

Moderator:
Mitchell Phillips, Sales Director, Genesys

Panellists:
Charles Oppenheim, Account Director, Financial Services, Genesys
Tim Deveson, Account Director, Healthcare, Genesys
Tamsin Daly, State Lead, WA & SA, Genesys

10:50 – 11:20

Break

Refreshments and partner networking.

11:20 – 11:40

Work Automation in Action: Inside an ACC Deployment

A practical customer story exploring Work Automation in action. Alan will set the commercial context before we hear directly from the customer about what drove the decision, the operational reality of deployment and what has changed as a result.

Speakers

Kim duncan

Kim Duncan

Account Director, Partners, Genesys

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Alan Ball

Director, Customer Success and Services, Genesys

Jeannie coburn

Jeannie Coburn

Acting Head of Service Operations, ACC

11:40 – 11:55

Practice Play 1: Work Automation

How can partners turn successful customer deployments into a repeatable practice? Genesys and Ensighted will unpack the delivery model behind Work Automation and explore how partners can build the capability, approach and expertise to take it to more customers.

Speakers

Mattmcphee

Matt McPhee

Senior Principal Solution Consultant, Genesys

Frank mastronardo 1600

Frank Mastronardo

Managing Director, Ensighted

11:55 – 12:10

Practice Play 2: Orchestrator & Journey Management

Moving beyond individual interactions to orchestrating the end-to-end customer journey. This session explores how partners can build an Experience Orchestration practice, identify the right customer opportunities and help organisations continuously design, orchestrate and improve experiences.

Speakers

Alex ball genesys

Alex Ball

Senior Vice President, Genesys Cloud, Genesys

12:10 – 12:15

Closing Remarks: FY28 Ecosystem Commitments

We’ll close by turning the morning’s discussion into action, with clear FY28 commitments for Genesys and our partner ecosystem — focused on building capability, creating customer value and growing together through Experience Orchestration.

Speakers

Rob alexander 1600

Rob Alexander

Manager, Partner Sales, ANZ, Genesys

12:15 – 13:15

Networking Lunch