The CX+AI Event of the year
Secure your spot today
Register for $499 AUD until 4 November.
The CX+AI Event of the year
Register for $499 AUD until 4 November.
Hyatt Regency Sydney
Nov 19 – 20, 2025
Why attend
Learn from industry leaders and peers
Interact with the innovative leaders and global brands that are shaping AI and the experience economy.
Explore over 40 sessions and interactive experiences
Immerse yourself in expert-led discussions, hands-on workshops and real-world case studies designed to inspire innovation.
Network with colleagues and experts
Connect and collaborate with your industry peers through roundtable discussions, networking breakfasts and social events.
See the future of CX and AI firsthand
Gain insights on how to get more out of your current investment or level up your business with innovations from Genesys product and services teams.
12:30 PM – 5:00 PM
1:30 PM – 2:45 PM
1:30 PM – 2:45 PM
Empowering Support Teams for Omnichannel Success
Join us for a focussed discussion and hands-on experience about social, WhatsApp and other digital offerings. This will encompass an in-depth session on these topics critical to customers wanting to extend beyond traditional contact centre technology. Bring your computers and get ready to roll up your sleeves!
Brett Dal Santo, Principal Solution Consultant, Genesys
Mike Marshall, Principal Solution Consultant, Genesys
1:30 PM – 2:45 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 75 minutes of 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.
Annemarie Hodgson, Senior Solution Consultant, Genesys
Andrew Thean, Principal Solution Consultant, Genesys
1:30 PM – 2:45 PM
Smarter Healthcare: Making AI Work for You
AI is no longer a distant promise. It’s here, and it’s delivering results in healthcare today. Join us for an interactive session exploring the latest Genesys AI capabilities and how they’re helping health organisations improve patient access, streamline operations, and support frontline staff. We’ll unpack practical strategies to build a compelling business case, quantify ROI, and ensure your AI investments deliver real impact.
Jenny Reichard, Senior Industry Executive Healthcare, APAC & Middle East, Genesys
Julian Tass, Principal Solution Consultant, Genesys
1:30 PM – 2:45 PM
Self-Funding AI in Action: Build your Business Case with Real Use Cases
AI can unlock immense value, but where should you start and how do you prove ROI? In this interactive, workshop-style session, you’ll explore the concept of self-funding AI by identifying high-impact use cases within your own organisation. Guided by experts, you’ll use our AI Value Calculator to quantify potential benefits like cost savings, efficiency gains and improved customer outcomes. Whether you’re just beginning your AI journey or looking to scale, you’ll leave with a tailored view of how AI can deliver measurable value, and fund its own growth.
Satish Annamalai, Senior Business Value Specialist, Genesys
1:30 PM – 2:45 PM
Scaling Citizen Experience Responsibly: A CX Roadmap for Government
Join this interactive session designed specifically for government leaders. The Genesys team will guide you through a hands-on assessment to identify your organisation’s current position in its customer experience (CX) journey. Together, we’ll explore maturity across areas such as experience strategy, measurement, AI capabilities, and value delivery. You’ll leave with tailored insights, practical tools, and a clear action plan to advance your CX orchestration strategy and better serve citizens.
Megan Gordan, Senior Principal PS Consultant, Genesys
Martin Harvey, Technology & Workforce Planning Manager, DTMR
1:30 PM – 2:45 PM
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.
1:30 PM – 2:45 PM
Enhancing Your Customer Experience with Virtual Agents
AI-powered virtual agents are transforming how businesses interact with customers, delivering faster, smarter, and more efficient service. In this interactive session, you’ll explore how Genesys AI virtual agents automate initial interactions across digital and voice channels, providing natural, conversational support that streamlines operations and improves service quality. Through demonstrations and practical frameworks, this educational session will show you how to set clear goals, configure prerequisites, and leverage AI for different scenarios and use cases. You’ll learn how to design, configure, and optimise Genesys Cloud Virtual Agents to boost efficiency, deflect routine inquiries, and improve customer satisfaction, equipping you to level up your customer experience.
Jason Keller, Vice President, Customer Success Education, Genesys
Rodrigo Romao, Orchestrator Education, Genesys
02:45 PM – 03:15 PM
03:15 PM – 04:30 PM
03:15 PM – 04:30 PM
Empowering Support Teams for Omnichannel Success
Join us for a focussed discussion and hands-on experience about social, WhatsApp and other digital offerings. This will encompass an in-depth session on these topics critical to customers wanting to extend beyond traditional contact centre technology. Bring your computers and get ready to roll up your sleeves!
Brett Dal Santo, Principal Solution Consultant, Genesys
Mike Marshall, Principal Solution Consultant, Genesys
03:15 PM – 04:30 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 75 minutes of 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.
Annemarie Hodgson, Senior Solution Consultant, Genesys
Andrew Thean, Principal Solution Consultant, Genesys
03:15 PM – 04:30 PM
Smarter Healthcare: Making AI Work for You
AI is no longer a distant promise. It’s here, and it’s delivering results in healthcare today. Join us for an interactive session exploring the latest Genesys AI capabilities and how they’re helping health organisations improve patient access, streamline operations, and support frontline staff. We’ll unpack practical strategies to build a compelling business case, quantify ROI, and ensure your AI investments deliver real impact.
Jenny Reichard, Senior Industry Executive Healthcare, APAC & Middle East, Genesys
Julian Tass, Principal Solution Consultant, Genesys
03:15 PM – 04:30 PM
Self-Funding AI in Action: Build your Business Case with Real Use Cases
AI can unlock immense value, but where should you start and how do you prove ROI? In this interactive, workshop-style session, you’ll explore the concept of self-funding AI by identifying high-impact use cases within your own organisation. Guided by experts, you’ll use our AI Value Calculator to quantify potential benefits like cost savings, efficiency gains and improved customer outcomes. Whether you’re just beginning your AI journey or looking to scale, you’ll leave with a tailored view of how AI can deliver measurable value, and fund its own growth.
Satish Annamalai, Senior Business Value Specialist, Genesys
03:15 PM – 04:30 PM
Scaling Citizen Experience Responsibly: A CX Roadmap for Government
Join this interactive session designed specifically for government leaders. The Genesys team will guide you through a hands-on assessment to identify your organisation’s current position in its customer experience (CX) journey. Together, we’ll explore maturity across areas such as experience strategy, measurement, AI capabilities, and value delivery. You’ll leave with tailored insights, practical tools, and a clear action plan to advance your CX orchestration strategy and better serve citizens.
Megan Gordan, Senior Principal PS Consultant, Genesys
Martin Harvey, Technology & Workforce Planning Manager, DTMR
03:15 PM – 04:30 PM
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.
03:15 PM – 04:30 PM
Level Up Your Employee Experience with Genesys Copilots
Step into the future of AI-assisted customer experience with Genesys Cloud Copilots. This interactive session explores how Agent Copilot and Supervisor Copilot are transforming contact centre operations, delivering real-time guidance, automating post-call tasks, and streamlining evaluations. See firsthand how copilots boost productivity, reduce training time, and improve both service quality and employee satisfaction. Through live demonstrations and practical insights, you’ll discover how Agent Copilot supports frontline teams with next-best action suggestions, wrap-up assistance, and knowledge recommendations, while Supervisor Copilot provides automated scoring, conversation summaries, and real-time translations. Walk away with proven strategies to balance AI automation with human oversight, and a clear understanding of how to deploy copilots to drive operational excellence.
Jason Keller, Vice President, Customer Success Education, Genesys
Rodrigo Romao, Orchestrator Education, Genesys
4:30 PM – 6:30 PM
Connect with industry peers at the welcome celebration.
8:50 AM – 9:10 AM
Albert Nel, Senior Vice President, Asia Pacific, Genesys
09:10 AM – 09:40 AM
Peter Graf shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. Here our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration.
Peter Graf, Senior Vice President Strategy, Genesys
09:40 AM – 10:00 AM
Hear from our Senior Vice President of Customer Advocacy and Engagement Janelle Binder on the power of AI-Powered Experience Orchestration. Janelle will be joined by Customer Innovation Award winner Engie who describe how the Genesys strategic orchestration platform is fuelling their success.
Shylaja Chandrasekhar, Business Capability Manager, Engie
Janelle Binder, Senior Vice President Customer Advocacy and Engagement, Genesys
10:00 AM – 10:15 AM
This session explores how organisations can progress from small-scale AI pilots to impactful, enterprise-wide solutions. Hear from leaders in government and financial services on how they are embedding AI into daily operations to enhance efficiency, decision-making, and customer experience, drawing real-world examples, practical strategies, and sustainable models of support.
Helen Crossan, General Manager – Member Services, Australian Retirement Trust
Dee Grieger, Head of Technology, Customer Care & Enterprise Engineering, Latitude Financial Services
David Russell, General Manager, CX Product & Business Development, Nexon Asia Pacific
Dave Flanagan, Head of Digital and AI, Nexon Asia Pacific
10:15 AM – 10:25 AM
For more than 90 years, Red Cross Blood Australia has been dedicated to a single purpose: enabling life-giving donations that create life-changing outcomes. In this session, discover the critical services RCBA provides and explore its ongoing transformation journey, one that is delivering greater efficiencies and enhancing impact across communities.
Greg Parker, Head of National Contact Centre, Australian Red Cross Lifeblood
Joshua Smith, Lead Relationship Manager, Australian Red Cross Lifeblood
Jenny Reichard, Senior Industry Executive Healthcare, APAC & Middle East, Genesys
10:30 AM – 11:00 AM
11:00 AM – 11:20 AM
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
11:20 AM – 12:00 PM
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.
Hear from CX Leaders from leading enterprises to discuss evolving AI foundations, including governance, skills libraries and reasoning, to create customer journeys that deliver real business value.
Jarryd Tuyau, Lead AI Architect, APAC, Genesys
Rohan Khanna, Chief Technology and Digital Officer, Probe Group
Ryan McGillivray, Product Manager – Technology Services & Platforms, ACC
12:00 PM – 12:15 PM
12:15 PM – 12:30 PM
Hear from Customer Innovation Award finalist Charles Sturt University as they share how their student-first mission inspired a bold shift toward digital transformation. Guided by four strategic pillars: accessibility, personalisation, proactivity, and empowerment. CSU is embracing Agentic AI to reimagine both student and employee experiences. Learn how this approach is enabling proactive, personalised support at scale and setting a new benchmark for higher education innovation.
Michael Buttsworth, Associate Director, SX Service Centre, Charles Sturt University
Janelle Binder, Senior Vice President Customer Engagement and Advocacy, Genesys
12:30 PM – 01:30 PM
01:30 PM – 01:55 PM
02:05 PM – 02:30 PM
02:40 PM – 03:10 PM
03:10 PM – 03:40 PM
03:40 PM – 04:30 PM
Professor Joel Pearson, Professor of Cognitive Neuroscience, University of NSW & Founder, Future Minds Lab
04:30 PM – 04:55 PM
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.
04:55 PM – 05:00 PM
Albert Nel shares key takeaways from Xperience APAC and a look ahead to what’s next, followed by an unforgettable evening on Sydney Harbour aboard the spectacular glass boat, Starship Aqua.
Albert Nel, Senior Vice President, Asia Pacific, Genesys
05:30 PM – 10:30 PM
Join us for an unforgettable night on Sydney Harbour’s spectacular glass boat, Starship Sydney.
Just a few minutes walk from Hyatt Regency, with the opportunity to disembark during the night at Circular Quay and Darling Harbour.
From expert-led talks and hands-on workshops to real-world case studies, Xperience APAC delivers the insights you need to navigate the experience economy. Dive into AI-powered CX innovations and proven strategies that will propel your organisation to the next level of experience orchestration.
Discover the next-generation agent for autonomous and smarter CX.
Design bespoke CX on a scalable, responsible platform for growth.
Navigate the shift from isolated touchpoints to seamless end-to-end experiences.
Transform agent roles and performance through dynamic human-AI synergy.
Convert AI-driven CX into ROI – cutting costs, raising revenue and earning loyalty.
Unify channels to orchestrate outcome-driven customer journeys.
Speakers
Get inspired by world-class leaders, bold thinkers and industry trailblazers.
Standard pricing available til 4 Nov, secure premium content at a preferred cost.
Xperience APAC sponsors are visionary brands that create world-class customer experiences. Their support connects you with leading CX professionals and decision-makers, helping to elevate engagement and inspire solutions. Explore our sponsors and discover the partners making the next level of experience possible.
Check out our answers to frequently asked questions here to help prepare for the event. If you have any additional questions, feel free to contact us at events@cw3.co.
Genesys Xperience APAC is an annual event where industry leaders, technology enthusiasts and professionals come together to explore the latest in customer experience innovation, AI and cloud solutions. It features keynote speakers, breakout sessions, workshops and networking opportunities with experts and thought leaders in the field.
The fee includes pass offerings and benefits (your badge, materials and access to the keynote/breakout sessions; community expo; networking reception and the Xperience APAC closing party). The registration fee doesn’t include your hotel, airfare or transportation between the hotel and airport. Credit cards and invoice on request are the only method of payment that will be accepted (Visa, Mastercard or American Express).
Once you register, you’ll receive information on booking a room at Hyatt Regency at the event rate. The room block is first come, first served, and the daily rate from $390 including breakfast.
Sponsoring Xperience APAC positions your brand at the forefront of customer experience innovation while connecting with key decision-makers. Enjoy visibility among targeted CX professionals and IT leaders seeking solutions to enhance customer engagement. Leverage branding opportunities and networking sessions to generate leads and establish thought leadership. To learn more, contact mel.lloyd@genesys.com.
