Hear from leaders building the future of AI-powered CX

Workshop #1 From AI Capabilities to Experience Orchestration: A Practical Introduction to Genesys Cloud AI​

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.​

Workshop #2 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.

Workshop #3 AI in Action: One Customer, One Journey, Four AI Breakthrough​​​

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

​Workshop #4 AI in Action: Prioritise, Prove, Scale​

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:

1. ​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.​
2. 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.
3. 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.

Workshop #5 ​Experience Orchestration: From AI Ambition to Real Business Impact

AI can transform customer experience – but technology alone won’t deliver the outcome. As AI takes on more work and greater autonomy, organisations also need to rethink how work gets done, who owns the outcome and where accountability sits.​

In this immersive, hands-on workshop, participants will work through real CX and EX scenarios to explore what needs to change inside the organisation to realise the full value of AI-powered Experience Orchestration.​ Together, we’ll explore how AI changes operating models, roles, ownership, accountability and ways of working – including how humans and AI work together as responsibilities evolve.​

The session connects the technology with the operating model around it: how Genesys AI and Experience Orchestration can enable transformation, and how your organisation needs to evolve to make that transformation successful and sustainable.

Workshop #6 Health Stream | From Journey to Work: Operationalising Healthcare Orchestration​

Journey orchestration is only part of the story. In this interactive workshop, explore how Work Item Management extends patient journeys into the operational work that sits behind every interaction. Through real healthcare use cases, live demonstrations and hands-on activities, you’ll discover how better coordination drives measurable improvements in efficiency, workforce productivity and patient outcomes.​

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Welcome to Xperience APAC​

Albert Nel, Senior Vice President, APAC, Genesys ​

Your power move for the Experience Economy: Genesys Cloud​
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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.​

Peter Graf, Senior Vice President, Strategy, Genesys​
Alex Ball, Senior Vice President, Genesys Cloud, Genesys​​

Your map for success with Genesys Cloud​
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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.​

Janelle Binder, Senior Vice President of Customer Engagement and Advocacy, Genesys​​

Connected Care in Action​

From transforming operations with AI to using technology to strengthen human connection, hear what innovation looks like when the outcome truly matters.​

Every day, thousands of Australians reach out to Lifeline in moments of crisis. In this powerful fireside chat, discover how Lifeline Australia is evolving connected care at scale, bringing together voice and digital channels to reach more people, while ensuring human connection remains at the heart of every interaction.​

Hear how technology, people and community come together to extend Lifeline’s reach, empower communities through training and support, and help ensure someone is there when they’re needed most.​

A compelling conversation about compassion, innovation and the power of connection.​

Dr Anna Brooks, Chief Research Officer, Lifeline Australia​
Priti Thadhani, Head of Clinical Service Design and Consumer Experience​
Maya Rashed, Vice President, Demand Generation, APAC, Genesys