Health Summit APAC

Reimagining Healthcare Engagement in the AI Era

Join us at the Genesys Health Summit, where leaders from across the APAC healthcare ecosystem come together to explore what’s next in connected care.
From hospitals and insurers to aged care, life sciences and digital health innovators, this event brings together decision-makers and change-makers who are transforming patient and workforce experiences across the region.

Tuesday 9 June, The Fullerton, Sydney

The Fullerton Hotel, Martin Place, Sydney NSW, Australia

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Connected care. Intelligent engagement. Real impact.

Healthcare is entering a new era, powered by AI, data, and rising expectations from patients, members, and staff. As digital maturity accelerates across APAC, organisations face a critical question: how do we deliver seamless, empathetic, and efficient care at scale?

At this year’s Summit, we’ll explore:

How AI is reshaping patient and member engagement
Strategies to improve access, coordination, and continuity of care
Innovations in workforce experience and operational resilience
Real-world stories from healthcare leaders driving measurable outcomes

Whether you’re a Genesys customer, a healthcare provider exploring transformation, or a partner shaping the future of the sector, this is your opportunity to connect with peers, gain practical insights, and leave with a clearer roadmap for what’s next.

Agenda

Tuesday, 09 June 2026

08:00 am – 09:00 am

Arrival coffee, pastries and registration

09:00 am – 09:05 am

Welcome to Genesys Health Summit

Jenny Reichard, Senior Industry Executive Healthcare, APAC & Middle East, Genesys

09:05 am – 09:35 am

The Next Era of Healthcare Experience: AI, Orchestration and Global Momentum

Healthcare is entering a new phase of transformation, where AI and experience orchestration are redefining how organisations engage patients and support care teams. In this keynote, Tara Mahoney, Global VP of Healthcare at Genesys, shares a global view of the progress made over the past year, including strategic partnerships and the rise of agentic AI, and what it means for healthcare providers. She will highlight key learnings, best practices and emerging innovations shaping the future of access, engagement and operational efficiency.

Tara Mahoney, Vice President, Global Healthcare, Genesys

09:35 am – 10:00 am

Customer Fireside Chat: Connected Care in Action

Every day, thousands of Australians reach out to Lifeline in moments of crisis. Join this fireside chat to explore how Lifeline Australia is delivering connected care at scale, bringing together voice and digital channels to reach more people, while empowering communities through training and support. A powerful conversation about compassion, innovation, and the impact of being there when it matters most.

Dr Anna Brooks, Chief Research Officer, Lifeline Australia
Priti Thadhani, Head of Clinical Service Design and Consumer Experience
Tara Mahoney, Vice President, Global Healthcare, Genesys

10:00 am – 10:25 am

Customer Fireside Chat: Adopting AI in Healthcare: Lessons from Diagnostic Imaging

AI is rapidly transforming patient engagement, access and operational efficiency in diagnostic imaging. In this fireside chat, PRP Imaging shares its journey adopting AI, focusing on how intelligent automation and digital engagement are improving patient experience while supporting clinical workflows.

Shannon Burrell, Head of Customer Experience, PRP Diagnostic Imaging
Tim Deveson, Account Director, Healthcare, Genesys

10:30 am – 11:00 am

Morning Tea

Network with peers

11:00 am – 11:45 am

The Value Equation: Why Patient Engagement Deserves Priority

Healthcare organisations are navigating an unprecedented wave of innovation, from AI and automation to new clinical technologies and digital care models. With so many competing priorities, leaders face a critical question: where should investment focus first to deliver the greatest impact?

This panel brings together healthcare and technology leaders to explore why patient engagement is increasingly becoming a strategic priority. From improving access and care coordination to reducing administrative burden and operational pressure, engagement technologies are proving to be a catalyst for better experiences and more sustainable health systems.

Join us as our panel discusses how healthcare organisations can prioritise investments that deliver measurable value for patients, staff and the broader healthcare ecosystem.

Moderator

Jenny Reichard, Senior Industry Executive Healthcare, APAC & Middle East, Genesys

11:45 am – 12:30 pm

Interactive Session: The Healthcare Exchange, Conversations That Matter

No slides, just meaningful conversations. In this interactive session, you’ll pick a topic that matters most to you and join a small group of peers to explore it together. Share experiences, compare approaches, and uncover new ways to tackle common challenges in healthcare communication, from frontline pressures to digital channels and AI.

12:30 pm – 01:30 pm

Lunch

Network with peers

01:30 pm – 02:30 pm

Workshops 1A - C (choose one)

Workshop 1A: Agentic AI in Action, Build Your Own Virtual Agent

Experience the next wave of healthcare innovation in this hands-on Agentic AI workshop. You will design and build your own intelligent virtual agent while exploring how AI can transform patient interactions, improve access and ease operational pressure.

Walk away with a clear, practical understanding of how agentic systems work and how they can be applied across real healthcare scenarios

Workshop 1B: The Value Equation, Prioritising Technology Investments in Healthcare

With growing pressure to do more with less, making the right technology investments has never been more critical. This workshop introduces a practical value framework to help you prioritise initiatives, align stakeholders and clearly measure impact.

Through real-world scenarios, you will assess trade-offs, build stronger business cases and gain confidence in linking technology decisions to meaningful outcomes for patients, staff and the broader system.

Workshop 1C: Designing Better Experiences, CX Principles and Best Practices in Healthcare

Great healthcare experiences do not happen by accident. They are designed with intention. In this interactive session, you will apply proven CX principles and best practices to tackle real healthcare challenges.

Working in groups, you will solve business problems, redesign key journeys and learn how to embed patient-centric thinking into everyday operations.

02:30 pm – 03:30 pm

Workshops 2A - C (choose one)

Workshop 2A: Agentic AI in Action, Build Your Own Virtual Agent

Walk away with a clear, practical understanding of how agentic systems work and how they can be applied across real healthcare scenarios.

Workshop 2B: The Value Equation, Prioritising Technology Investments in Healthcare

Workshop 2C: Designing Better Experiences, CX Principles and Best Practices in Healthcare

Working in groups, you will solve business problems, redesign key journeys and learn how to embed patient-centric thinking into everyday operations.

03:30 pm – 04:00 pm

Afternoon Tea

Network with peers

04:00 pm – 04:30 pm

Designing the Future of Healthcare: Where AI Meets Human-Centred Systems

In this fireside chat, The Hon. Victor Dominello will explore how increasingly advanced healthcare systems risk becoming fragmented, leaving patients to navigate disconnected services, technologies and experiences, and what it will take to move toward a truly consumer-centred health continuum.

Drawing on his leadership across policy, digital transformation and experience reform, Victor will reflect on the opportunity for AI to enhance care, improve access and personalise experiences, while highlighting why technology alone is not enough. He will share why the future of healthcare depends on combining innovation with horizontal, systems-level thinking that keeps the consumer at the centre of the entire health journey. The conversation will also examine the role of experience-led leadership, the importance of connecting disparate parts of the system, and what “good” should look like for patients, carers and clinicians.

Challenging conventional approaches to reform, this discussion offers a practical vision for how leadership, experience design and systems thinking must come together to enable the future of healthcare.

The audience will have the opportunity to pose questions directly to Victor during the session.

The Hon. Victor Dominello, CEO, Future Government Institute
Jenny Reichard, Senior Industry Executive Healthcare, APAC & Middle East, Genesys

04:30 pm – 05:15 pm

What's Next in Genesys Healthcare

Genesys Cloud continues to evolve to meet the needs of patients, members, and care teams. In this session, we’ll explore what’s coming next, from smarter integrations and seamless digital engagement to AI-driven experience orchestration that streamlines workflows and supports more proactive, personalised care.

Julian Tass, Principal Solution Consultant, Genesys

05:15 pm – 07:00 pm