Hear from leaders building the future of AI-powered CX

AI delivers the most value when it supports a broader experience strategy. In this three-hour, Education-led session, attendees will explore Genesys Cloud AI and its role across the Levels of Experience Orchestration.​​​

Using a practical business scenario, attendees will see how an organisation can move from early-stage customer experience maturity to a more connected, orchestrated approach. The session will show how automation, augmentation, knowledge, analytics and journey insights can work together to improve customer outcomes, employee experience and business performance.​​

Through practical examples and guided demonstrations, attendees will explore key Genesys Cloud AI capabilities, including Agentic Virtual Agents powered by LAMs, Genesys Cloud Agent Copilot and insights. They’ll leave with a clearer understanding of where these capabilities fit, how they work together across the end-to-end customer journey, and how to continue building their skills after the event.​​

In this three-hour, hands-on workshop, discover how Genesys is bringing AI into every layer of Workforce Engagement Management through Outcome Orchestration uniting gamification, speech and text analytics, quality management, coaching, learning, AI-powered Virtual Supervisor scoring, and Supervisor Copilot into one intelligent, connected experience.​

You’ll go beyond theory with a live Outcome Orchestration demo and a hands-on exercise, then step into the future of building with AI through Spec-Driven Development (SDD), a game-changing approach to designing Agentic Virtual Agents and quality forms, faster and smarter.​ See it explained, see it demoed, then see it built live.​

Hear real-world perspectives in a customer fireside chat, get a first look at the Workforce Engagement Management roadmap, and leave knowing exactly how Genesys can help make this real for your organisation.​

You’ll walk away with:

• A clear view of how AI unifies insights, performance, quality, coaching, and learning into one orchestrated experience
• Hands-on exposure to Spec-Driven Development – the new standard for building AI agents and quality forms
• Hear directly from a Genesys customer on how they took AI from idea to production
• A concrete roadmap of what’s next – and how to get started

Follow one customer’s journey – from the very first “hello” to a fully resolved, automated outcome – and see exactly how Genesys AI works end to end. In this 3-hour hands-on workshop, watch a live demo of a real customer interaction flow through AI-powered self-service (Virtual Front Door), agent-assisted resolution (Front Office Copilot), automatic quality (Post-Interaction AI Analysis), and cross-department orchestration (Work Automation) – then get into the sandbox yourself.​

Open, self-paced lab stations let you try each capability hands-on, at whatever depth suits you, with Genesys experts on hand throughout.​​
Whether you’re evaluating your first AI use case or scaling across your organisation, you’ll leave with a clear view of how these capabilities connect – and a concrete next step for your own contact centre.​

• See a single, connected AI customer journey – not disconnected features​
• Get real hands-on time with Virtual Front Door, Front Office Copilot, AI-powered quality, and Work Automation​
• Suited to all technical levels – choose your own depth in the open lab​
• Walk away with a clear next step for piloting or extending AI in your own organisation

Move beyond AI hype and isolated pilots to identify where AI can deliver real value, and how to bring the right use cases into production. Hear directly from customers about their AI journeys and work alongside Genesys experts and independent consultants in an interactive workshop designed to turn AI ambition into practical action.​
Across three components, you’ll:​

• ​Define the Value – Assess your current level of Experience Orchestration and identify where AI can have the greatest impact on customer experience, employee experience and business outcomes.
• Prioritise the Right Use Cases – Take an outside-in approach to identify and prioritise AI opportunities based on customer and employee needs, desired outcomes, value, effort and risk.​
• Operationalise and Scale – Explore how to bring priority use cases to life in Genesys Cloud, moving from opportunity and proof of value to scaled deployment and measurable outcomes.​

Join us for an immersive three-hour workshop, purpose-built for public sector leaders navigating the promise and complexity of AI-powered automation. As government agencies accelerate digital transformation, the stakes around security, compliance, transparency and data sovereignty have never been higher.​

This hands-on session will explore how AI and automation can be deployed responsibly within the public sector’s unique regulatory and citizen-trust landscape. Discover practical frameworks for embedding security-by-design and compliance guardrails, maintaining transparency and auditability in AI-driven decision-making, and protecting citizen information within Australian jurisdictional boundaries.​

Whether you’re evaluating AI adoption or scaling existing initiatives, you’ll leave with actionable insights and real-world use cases to help modernise service delivery with confidence, while upholding the trust citizens place in government.​

There’s no shortage of AI advice – whitepapers, frameworks, thought leadership and endless LinkedIn feeds.​

But it’s all just noise until you apply it to a real business problem.​

In this immersive workshop, participants will work through realistic CX and EX scenarios using Design Thinking™ principles and a Vegas-inspired gameboard experience to identify pain points, prioritise outcomes and explore where AI can create real business value.​

Solve: Get hands-on with a real business scenario, make choices around where AI can improve outcomes, and see the ramifications of those decisions on the business. Learn from the trade-offs, consequences and results as the scenario evolves.​

See: See how Genesys Cloud brings some of the solutions explored in the workshop to life. Through a focused demo, we’ll connect the business challenges and decisions from the gameboard to real capabilities across AI, automation and Experience Orchestration.​

Scale :Explore what needs to change inside the organisation to make AI successful – from roles and accountability to governance, operating models and human-AI collaboration.​

Designed primarily for business users and CX leaders, but everyone is welcome.​

Behind every patient, member, provider or service journey is a huge volume of work that needs to happen. Referrals need processing, claims need assessing, orders and requests need actioning, documents need reviewing, exceptions need resolving and follow-ups need completing. Much of this work still moves through shared inboxes, spreadsheets, queues and manual handoffs, making it difficult to see what is waiting, what matters most and where work is getting stuck.​

But do you know where that work is, where it is getting stuck and why? And if you cannot see it, do you know what it is costing you, how it is affecting the people you serve, or the impact it may be having on your organisation’s performance? In this hands-on workshop, Genesys and Ensighted will explore how healthcare organisations can bring greater visibility, intelligence and automation to these workflows. Using the ACC work automation journey alongside examples from across healthcare, we’ll examine how work can be prioritised and routed based on skills, urgency and capacity, while giving teams greater visibility into workloads, backlogs, bottlenecks and performance.​

Then we’ll put it into practice. You’ll map a real workflow from your own organisation, identify where work gets stuck or relies on manual coordination, and explore how intelligent routing and automation could improve the way that work gets done.​

Come with a workflow. Leave with a blueprint for making it work better.​

Peter Graf, Senior Vice President, Strategy, shares our vision for how customers will win in the Agentic Era. Only Genesys delivers the platform that orchestrates systems, data, and humans and AI agents to deliver personalised experiences at scale and measurable business outcomes. With Genesys Cloud and our broad ecosystem of partners, customers can level up, orchestrate and lead! Peter will be joined by Alex Ball, Senior Vice President, Genesys Cloud, who discuss the new operating model for CX, the Agentic Operating Model, and share Genesys Cloud demos and our future roadmap.​​​​

Speakers

Peter Graf

Senior Vice President, Strategy, Genesys

Alex Ball

Senior Vice President, Genesys Cloud, Genesys

Customer expectations aren’t changing because AI exists. They’re changing because customers expect outcomes, not interactions. Join Latitude and Nexon as we explore how agentic AI can move beyond answering questions to resolving customer needs, integrating with business systems, and partnering with human agents to deliver faster, safer, and more effective customer experiences at scale.

Speakers

Dee Grieger

Head of Technology, Customer Care, Latitude Financial Services

Mike Woods

Chief Technology Officer, Nexon Asia Pacific

​Get an update from the Genesys Services organisation on how it is helping customers accelerate value and navigate AI transformation with Genesys Cloud.​
Then hear directly from customers about their AI transformation journeys—from building the right foundation across architecture, data, and change management to putting AI into practice across the enterprise.​
Discover real-world examples of how organisations are using AI to increase efficiency, empower employees, strengthen customer loyalty, and drive growth, along with practical strategies for preparing teams and operations for a future where humans and AI work together.​​​

Speakers

Janelle Binder

Senior Vice President of Customer Engagement and Advocacy, Genesys

As AI reshapes how we connect, serve and support people, how do we ensure technology strengthens rather than replaces the human moments that matter most?

Maya Rashed sits down with Dr Anna Brooks, Chief Research Officer at Lifeline Australia, to explore what Lifeline’s research is revealing about changing help-seeking behaviours, trust and the role of technology in enabling human connection. Together, they’ll consider what organisations can learn from Lifeline about designing experiences around people, and why knowing when human connection matters most will become even more important in an AI-powered world.

Speakers

Dr. Anna Brooks

Chief Research Officer, Lifeline Australia

Maya Rashed

Vice President, Demand Generation, APAC, Genesys

Navigate Risk, Trust and Compliance in CX​
Roadmap​

Discover how Genesys is building towards agentic, goal-driven experiences that can reason, adapt and take action while remaining aligned to business policies and governance requirements. In this session, you’ll hear about the latest innovations in AI and agentic orchestration that help organisations automate more complex tasks with transparency, control and trust. Learn how we’re enabling businesses to confidently scale AI-powered execution without sacrificing compliance or oversight.​

Speakers

Mike Marshall

Senior AI Specialist, Genesys

​Reinvent Your CX Operating Model for the AI Era​
Best Practices​

Customer journeys don’t start with a menu — they start with intent. Yet too many customer experiences still rely on rigid decision trees, endless prompts and frustrating handoffs that slow resolution before the interaction even begins.

This session explores how agentic AI can transform the front door of customer experience by dynamically understanding customer intent, taking action and guiding people to faster, more personalised outcomes. Instead of forcing customers to navigate systems, intelligent AI agents can interpret needs in real time and orchestrate the next best action across channels and workflows.

Attendees will learn how to reduce friction, improve containment and create smarter entry points that set the foundation for seamless, end-to-end customer journeys. Through real-world CX scenarios and emerging AI patterns, we’ll examine how enterprises can move beyond static routing towards adaptive experiences that feel more natural, connected and effective.

This session is designed for CX, AI and digital transformation leaders looking to reimagine how customer interactions begin — and how great experiences are built from the very first moment.

Speakers

Brett Dal Santo

Senior AI Specialist, Genesys​

Scale AI from Pilot to Business Impact​
Customer Testimonial​

Not every customer interaction needs advanced AI – and not every interaction should be automated.​
In this interactive workshop, participants will use our Self-Service Assessment methodology to evaluate 15 real-world customer intents through the lens of complexity and business value. We’ll explore where rules-based automation, Virtual Agents and Agentic Virtual Agents create the most value – and where human support remains critical. For more complex or brand-sensitive interactions, we’ll also look at how Predictive Routing and Copilot can augment employees and improve outcomes The result is a practical, value-led approach to AI: applying the right technology to the right interaction, based on business impact rather than technology for technology’s sake.​
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Participants will leave with a simple framework for deciding where to automate, where to augment, and where the human touch matters most.​

Speakers

Prerna Pant

Director Business & Innovation Value, APAC, Genesys​

​Reinvent Your CX Operating Model for the AI Era​
Customer Testimonial​

Hear directly from the 2026 Genesys Orchestrators Innovation Award finalists as they reveal how they’re reinventing customer and employee experiences. In a landscape defined by rapid change and rising expectations, this session delivers hard-won lessons and proven approaches you can’t afford to miss. ​

You’ll gain exclusive insights into how to:

• Drive meaningful experience innovation while delivering measurable business impact
• Embed AI into critical workflows to support customers and employees, reduce costs and accelerate resolution
• Elevate transformation strategies to streamline end-to-end journeys and unlock new levels of personalisation, empathy, efficiency and effectiveness
• Choose the success metrics that directly align your experience investments with your organisation’s top business priorities

Speakers

Moderator: Michael Buttsworth

Associate Director of Student Experience Service Centre, Charles Sturt University ​

Panellist: Helen Crossan

General Manager - Member Services, ART

Panellist: Swaroop Raj Urs

APAC Service Centre Lead, JLL

Expand CX Impact Beyond the Contact Centre
Solutions Overview​

This session shows leaders and operations teams how to move from AI experimentation to measurable improvement. Attendees learn how Genesys Cloud Insights and Genesys Cloud Journey Management help them understand not only what happened, but also where friction exists, why customers escalate and where to optimise journeys for better business outcomes.​
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Through examples and demonstrations, attendees see how dashboards, journey flows, Journey Analyzer, funnels and charts identify drop-offs, improve self-service containment, reduce customer effort and connect customer experience decisions to ROI. Attendees leave with a clear framework to prioritise optimisation work, prove the impact of AI investments and extend value beyond the contact centre into broader customer journeys.

Speakers

Darren Adrian

Principal Solution Consultant, Genesys

Julian Tass

Principal Solution Consultant, Genesys

Reimagine the Human + AI Workforce​
Solutions Overview​

How to Validate Customer Outcomes When Every Conversation Is Unique. When your AI agents respond differently every single time, how do you test it? Traditional scripted testing was built for predictable systems, but today’s conversational AI is dynamic, probabilistic, and may never say the same thing twice. Cyara Botium and our new Agentic Testing capabilities solve exactly that problem.

Speakers

Pankaj Pathak

Senior Solution Architect, Cyara​

Bring CX Innovation to Your Industry
​Best Practices​

As healthcare increasingly moves into homes, virtual environments and community settings, delivering the care itself is only part of the challenge. Making these models work requires coordination across patients, clinicians, care teams, services and technology, often spanning multiple organisations and settings.​
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Explore what it takes to make distributed models of care work in practice. Drawing on Hospital in the Home and other real-world examples, the session will examine where coordination becomes difficult, what needs to happen around the patient as care moves across settings, and the role orchestration can play in connecting the people, work and systems involved.​

Speakers

Jenny Reichard

Senior Industry Executive Healthcare, APAC & Middle East, Genesys

Reinvent Your CX Operating Model for the AI Era​
Roadmap​

Join this roadmap session to explore how Genesys is advancing AI-Powered Experience Orchestration across journeys, channels, systems and teams. Learn how we’re connecting customer intent to resolution through deeper orchestration, richer journey intelligence and expanded automation capabilities that help organisations deliver seamless experiences at scale. Hear the latest innovations designed to eliminate silos, reduce friction and coordinate customer, employee and business workflows across the enterprise.

Speakers

Mark Booth

Senior Solution Architect, Genesys​

Reimagine the Human + AI Workforce​
Solutions Overview​

Explore the next generation of AI-powered augmentation for agents, supervisors and administrators. This roadmap session will showcase the latest innovations in copilots, guided workflows, real-time recommendations, automated insights and performance optimisation. Learn how Genesys is empowering employees with the context, knowledge and intelligence they need to work more efficiently, make better decisions and deliver exceptional customer experiences.

Speakers

Brett Dal Santo

Senior AI Specialist, Genesys​

Reinvent Your CX Operating Model for the AI Era​
Solutions Overview​

AI agents are getting more capable — but the real breakthrough comes when enterprises can build, supervise and operate them with confidence. As organisations move beyond pilots and demos, the next challenge is trust at scale: ensuring AI agents are grounded in the right business intent, tested against real-world scenarios and safely supervised once live.

This session introduces a new operating model for trusted agentic AI that’s built around spec-driven development and additive UX. Spec-driven development turns SOPs, policies, transcripts and business processes into structured specifications that guide agent generation, testing, evaluation and repair. Additive UX provides the runtime supervision layer, giving teams visibility, control and fast intervention when judgement, escalation or exception handling is required.

Speakers

Jarryd Tuyau

AI Solution Architect, Genesys​

Scale AI from Pilot to Business Impact​
Best Practices​

AI success starts with the experiences that matter most, not just the technology’s potential. This session introduces the Genesys outside-in approach for designing AI use cases that are grounded in real customer and employee needs, aligned to strategic business priorities, and focused on measurable value.

Attendees will learn a practical five-step methodology for moving beyond generic AI ideas and short-lived proofs of concept towards high-value use cases that are relevant, executable and scalable. The session shows how to identify friction across journeys and workflows; explore the art of the possible; prioritise opportunities using value, effort and risk; define the right KPIs; and design solutions that connect directly to business outcomes.

This session is for teams looking to translate AI opportunities into clear AI-enabled solution paths and launch a focused 90-day pilot that creates momentum for broader AI adoption and transformation.

Reinvent Your CX Operating Model for the AI Era​
Customer Testimonial​

Every CX leader is under pressure to do more with less, faster, and now with AI on top of that. Jonathan Schrauwen’s answer at Maxxia was to go back to first principles: understand why customers are actually calling before deciding what to do about it. An honest conversation with Jonathan Schrauwen about going from “we genuinely didn’t know why our phones were ringing” to a complete operating model redesign – including the surprises in the conversations and the internal debates they faced.

Speakers

Jonathan Schrauwen

Product Owner – Contact Centre, Maxxia​

Phill Townsend

Head of Sales & Partnership, ANZ, Operative Intelligence​

Reinvent Your CX Operating Model for the AI Era​
Best Practices​​

You’ve heard the AI efficiency story: automate routine work, reduce volume and lower cost to serve. That story is true. This session explores what comes next – and why it demands more from your CX platform, not less.​ As agentic AI scales, operations face two shifts: lower volume with higher volatility, and more complex conversations reaching human agents. When AI handles routine interactions, the remaining conversations cluster around failures, exceptions and emotionally charged situations. Smaller agent pools must absorb larger demand swings, making traditional workforce management models less effective.​
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At the same time, the conversations reaching humans carry greater risk. Misrouting a sensitive claim or vulnerable customer can damage trust, retention and compliance outcomes.​ You’ve heard the AI efficiency story: automate routine work, reduce volume and lower cost to serve. That story is true. This session explores what comes next – and why it demands more from your CX platform, not less.​
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As agentic AI scales, operations face two shifts: lower volume with higher volatility, and more complex conversations reaching human agents. When AI handles routine interactions, the remaining conversations cluster around failures, exceptions and emotionally charged situations. Smaller agent pools must absorb larger demand swings, making traditional workforce management models less effective.​
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At the same time, the conversations reaching humans carry greater risk. Misrouting a sensitive claim or vulnerable customer can damage trust, retention and compliance outcomes.​
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The solution isn’t more agents. It’s an integrated CX architecture combining work automation, asynchronous engagement and predictive routing to manage volatility and connect customers to the right agents in real time.

Attendees will leave with:​

• A framework for identifying AI-driven operational fragility​
• Strategies for managing demand variance without adding headcount​
• A clear case for predictive routing in an AI-first CX strategy

Speakers

Dalton Sim

APAC Director, AI Sales Specialists, Genesys​

Bring CX Innovation to Your Industry​
Roadmap​

The way healthcare organisations engage with patients, members and providers is changing rapidly. AI is reshaping what’s possible, models of care are becoming more connected, and the lines between interactions, operational work and clinical systems are increasingly converging. Together, these shifts are changing what healthcare organisations need from their technology platforms.

Join Shannon McCallum, Global Industry Senior Designer, Healthcare at Genesys, for an inside look at the thinking, architecture and investment shaping the Genesys healthcare roadmap. Explore the challenges and opportunities we’re seeing across healthcare globally and where we believe healthcare engagement and orchestration are heading. See how these insights are influencing what we’re designing and building next. You’ll also have the opportunity to put your questions directly to Shannon along the way.

Speakers

Shannon McCallum

Global Industry Senior Designer, Healthcare, Genesys​

Navigate Risk, Trust and Compliance in CX​
Roadmap​

AI innovation is accelerating, and so is the complexity of sovereignty, regulation and governance across CX. For IT, AI and Compliance leaders, the challenge isn’t just what’s possible; it’s what’s permissible, provable, sustainable, and within Regulatory and Compliance frameworks across regions while still delivering seamless, real-time experiences.

This interactive session brings together Genesys product leaders and experts to unpack what trusted, AI-powered CX really looks like in practice. Rather than attempting a country-by-country legal briefing or broad regional breakout, the session will use moderated discussion, audience input and real-world CX scenarios to examine common data, AI and governance decisions that apply across markets, even as local requirements differ.

Attendees will get a clear view into how Genesys Cloud is evolving for this new reality, including additional core regions designed to support CX data residency and sovereignty requirements; ongoing investments in regulatory and compliance readiness; and built-in AI guardrails that help organisations manage risk and deliver trusted customer interactions with greater control and confidence.

If you’re responsible for delivering AI-powered customer experiences in a world where trust, control and compliance are as critical as innovation, this session will help you move forward with clarity and confidence.

Speakers

John Gorry

Principal Solution Consultant, Genesys​

Reimagine the Human + AI Workforce​
Strategy and Trends​

AI is not just transforming customer experience — it’s reshaping the CX workforce itself. As autonomous agents become embedded across service and support operations, organisations are realising that traditional roles alone are no longer enough.

This session explores the new hybrid roles emerging at the intersection of AI, CX and operations — from AI performance managers and conversation designers to prompt engineers and human-in-the-loop orchestrators. We’ll examine how responsibilities are shifting between humans and machines, and what it takes to build teams that can guide, optimise and govern AI-driven experiences at scale.

Attendees will gain practical insight into the skills, structures and operating models needed to support AI-powered customer engagement while maintaining quality, trust and empathy across the customer journey. Through real-world examples and emerging organisational patterns, this session offers a practical look at the workforce companies will need next — and how to start building it today.

This is designed for CX, operations, HR and transformation leaders preparing for the future of AI-driven customer experience.

Speakers

Becky Harper

Senior Solution Consultant, Genesys​

Darren Adrian

Principal Solution Consultant, Genesys​

Reimagine the Human + AI Workforce​
Best Practices​

What happens when copilots work together? More value, faster adoption and better outcomes. Join this session to see how Genesys Cloud Copilot and Agent Copilot make one another even more effective, from improving knowledge configuration to helping teams respond to challenges like increasing AHT. Learn how combining these capabilities creates a multiplier effect where the whole is greater than the sum of its parts.

Speakers

Brett Dal Santo

Senior AI Specialist, Genesys​

Scale AI from Pilot to Business Impact​
Best Practices​

As AI moves from experimentation to enterprise transformation, organisations need a clear strategy that delivers measurable business impact, not just isolated pilots. This session shows how to move from scattered AI experiments to a true AI transformation strategy powered by experience orchestration.

Attendees will learn how to define a clear transformation objective; identify the experiences that matter most; uncover friction across journeys and workflows; and build the operating model, governance and platform needed to scale. The session will also explore how to shift from a scarcity mindset — where CX has historically been limited by time, budget, people and technology — to an abundance mindset enabled by agentic AI.

Participants will leave with a practical framework to connect business goals to high-value use cases, prioritise where to start and create momentum through quick wins while laying the foundation for long-term transformation. By the end of the session, they will be able to distinguish tactical AI from true transformation; understand why many AI pilots fail to drive P&L impact; and take back a clear, repeatable approach to designing AI around outcomes, adoption and scalable value.

Navigate Risk, Trust and Compliance in CX​
Customer Testimonial​

It’s never been easier to deploy AI. Proving the value, managing risk and bringing people with you is where the real work remains. In this session, ANZ customers in highly regulated industries share real-world examples of what it took to bring AI into their customer experience. They will talk through why they invested, the business case that had to stand up to scrutiny, the risk and security reviews it had to pass, and how they got people on board. They will also share the outcomes, how they measured them, and what they’d do differently next time.​
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You’ll leave with a practical view of how to pick the business case worth backing, navigate risk and security, and prove the value.

Speakers

Tammy Hall

General Manager, Customer Operations, The Lottery Corporation

Dave Flanagan

Strategy and Partnerships Director

Bring CX Innovation to Your Industry​
Customer Testimonial

Skip the theory and hear directly from healthcare organisations putting transformation into practice. Three organisations will take you inside three very different initiatives, sharing what they set out to achieve, what they did and the impact they have seen.

But this isn’t just about the outcome. Each speaker will share the one lesson they believe is worth passing on: an insight, decision or approach that shaped their journey and could help others approaching similar change. Three real stories. Three lessons worth sharing.

Speakers

Moderator: Tim Deveson

Account Director, Healthcare, Genesys​

Panellist: Mitchell Klaassen

Chief Technology Officer, PRP Imaging

Panellist: Sam Ciaravolo

Sales and Service Leader, Benetas

Panellist: Moet Sela

Senior IT Operations Manager, Catholic Healthcare

Three hundred feet beneath the North Sea, saturation diver Chris Lemons was left stranded on the seabed in complete darkness, with his breathing gas, light and heat severed – and only minutes of emergency oxygen remaining.​

What followed was an extraordinary story of survival, made possible not by one person or one piece of technology, but by people, systems, expertise and technology working together under unimaginable pressure.​

In this unforgettable closing keynote, Chris takes us inside those critical moments and the remarkable rescue that followed, exploring the power of trust, teamwork, resilience and human connection when the stakes could not be higher.​

Speakers

Chris Lemons

Saturation Diver​