Workshop Day: New Zealand
Wellington – Tuesday, 21 July
Auckland – Thursday, 23 July
AI in Action: Building Agentic Experiences and Empowering Employees
Join us for a dedicated day of hands-on learning and discussion as we explore how AI is reshaping both customer engagement and workforce performance.
Build the Future of CX: Get Hands-On with Agentic Virtual Agents, you’ll gain practical experience designing and building Agentic Virtual Agents in Genesys Cloud. Guided by Genesys product experts, you’ll learn how large action models (LAMs) enable virtual agents to reason, take action, and autonomously resolve complex customer needs across systems and channels.
The AI-Driven Employee: Shaping the Future of Contact Centre Performance, we’ll explore how AI is empowering agents and supervisors to work smarter, improve engagement, and drive better outcomes. Through interactive demonstrations, peer discussions, and insights into the future of Workforce Engagement Management, you’ll discover practical strategies for enhancing employee performance and reducing attrition.
Together, these workshops provide a unique opportunity to explore the future of AI-powered customer and employee experiences and leave with actionable ideas you can apply in your organisation.
Join us in Auckland or Wellington for an immersive experience.
What you’ll learn: Get Hands-On with Agentic Virtual Agents
How to design and build an Agentic Virtual Agent using Genesys Cloud AI Studio (no-code)
How agentic AI moves from intent recognition to goal-driven, autonomous action
Techniques to orchestrate workflows across systems, channels and customer journeys
How to handle complex, off-script scenarios with dynamic reasoning and real-time adaptation
Best practices for governance, guardrails and safe deployment at scale
What you’ll learn: The AI-Driven Employee
How to design Engagement Orchestration workflows that trigger AI-driven outcomes and automatically guide the right follow-up actions or notifications
How to use AI Scoring to evaluate interactions consistently and uncover insights that support better coaching, quality, and operational decisions
How to engineer effective AI Scoring prompts tailored to specific business goals, evaluation criteria, and customer interaction use cases
Hands-on techniques to turn AI concepts into practical workflows through guided exercises and real-world application scenarios
How to align on the WEM roadmap, strategy, and next steps to deliver measurable workforce engagement outcomes
Join us in a city near you
Wellington
Tuesday, 21 July 2026
Agenda
Tuesday, 21 July 2026
08:00 AM – 09:00 AM
Registration & arrival coffee
09:00 AM – 12:30 PM
Build the Future of CX: Get Hands-On with Agentic Virtual Agents
Move beyond traditional chatbots and discover a new era of AI-powered customer experience.
In this hands-on workshop, you’ll learn how to design and build your own Agentic Virtual Agent using Genesys Cloud. Powered by large action models (LAMs), these next-generation virtual agents don’t just respond; they reason, take action and resolve customer needs across systems and channels.
Guided by Genesys product experts, you’ll gain practical experience in creating autonomous AI agents that can handle complex, multi-step workflows, adapt in real time and deliver meaningful outcomes. Whether you’re exploring AI innovation or looking to scale self-service, this session will give you the tools and confidence to bring agentic automation to life.
12:30 PM – 01:30 PM
Lunch
01:30 PM – 04:00 PM
The AI-Driven Employee: Shaping the Future of Contact Centre Performance
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.
Speakers
Annemarie Hodgson
Senior Customer Success Manager, Genesys
Mike Marshall
Senior AI and Experience Orchestration Specialist, Genesys
Jarryd Tuyau
Lead AI Architect, APAC, Genesys
Mark Booth
Senior Solution Architect, Genesys
Andrew Thean
Principal Solutions Consultant, Genesys
Auckland
Thursday, 23 July 2026
Agenda
Thursday, 23 July 2026
08:00 AM – 09:00 AM
Registration & arrival coffee
09:00 AM – 12:30 PM
Build the Future of CX: Get Hands-On with Agentic Virtual Agents
Move beyond traditional chatbots and discover a new era of AI-powered customer experience.
In this hands-on workshop, you’ll learn how to design and build your own Agentic Virtual Agent using Genesys Cloud. Powered by large action models (LAMs), these next-generation virtual agents don’t just respond; they reason, take action and resolve customer needs across systems and channels.
Guided by Genesys product experts, you’ll gain practical experience in creating autonomous AI agents that can handle complex, multi-step workflows, adapt in real time and deliver meaningful outcomes. Whether you’re exploring AI innovation or looking to scale self-service, this session will give you the tools and confidence to bring agentic automation to life.
12:30 PM – 01:30 PM
Lunch
01:30 PM – 04:00 PM
The AI-Driven Employee: Shaping the Future of Contact Centre Performance
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.
Speakers
Annemarie Hodgson
Senior Customer Success Manager, Genesys
Mike Marshall
Senior AI and Experience Orchestration Specialist, Genesys
Jarryd Tuyau
AI Lead Architect, APAC, Genesys
Andrew Thean
Principal Solutions Consultant, Genesys
Questions?
Please contact us and a member of the Genesys events team will respond.