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The CX+AI Event of the year

Secure your spot today

Register for $499 AUD until 4 November.

Hyatt Regency Sydney

Nov 19 – 20, 2025

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Why attend

Engage in the next level of experience

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.

Agenda at a glance

Wednesday, 19 November 2025

12:30 PM – 5:00 PM

Registration Open

1:30 PM – 2:45 PM

Interactive Workshop #1

1:30 PM – 2:45 PM

Designing guided experiences with Agentic AI

This hands-on session will teach you how to get started with AI Guides, the structured, step-by-step workflows that can significantly streamline and enhance the virtual agent design process. Attendees will learn how using guides reduces complexity, improves accuracy, and enables collaboration between technical and non-technical stakeholders. Bring your computers and get ready to roll up your sleeves!

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.

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.

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.

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.

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.

02:45 PM – 03:15 PM

Afternoon Tea

03:15 PM – 04:30 PM

Interactive Workshop #2

03:15 PM – 04:30 PM

Designing guided experiences with Agentic AI

This hands-on session will teach you how to get started with AI Guides, the structured, step-by-step workflows that can significantly streamline and enhance the virtual agent design process. Attendees will learn how using guides reduces complexity, improves accuracy, and enables collaboration between technical and non-technical stakeholders. Bring your computers and get ready to roll up your sleeves!

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.

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.

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.

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.

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.

4:30 PM – 6:30 PM

Xperience APAC Welcome Celebration

Connect with industry peers at the welcome celebration.

Thursday, 20 November 2025

8:50 AM – 9:10 PM

Welcome to Xperience APAC

Albert Nel, Senior Vice President, Asia Pacific, Genesys

09:10 AM – 09:40 AM

Genesys Delivers Agentic AI in the Experience Economy

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

Experience Orchestration in Action

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

From Pilot to Performance: Accelerate and Scale AI Responsibly

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, Head of Technology, Customer Care & Enterprise Engineering, ART
Dee Grieger, General Manager – Member Services, Latitude
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

Life-Giving, Life-Changing: Red Cross Blood Australia’s Transformation Journey

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

Morning Tea

11:00 AM – 11:20 AM

The New Era of AI in Action: Experience Orchestration Live Demo

See firsthand how leaders and teams can be supercharged with practical AI innovations that deliver real impact.

11:20 AM – 12:00 PM

Preparing for Universal Agentic Experience Orchestration

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

Customer Speakers To Be Announced

12:00 PM – 12:15 PM

Session to be announced

12:15 PM – 12:30 PM

Student-First Innovation: Charles Sturt University’s Agentic AI Transformation

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

Lunch

01:30 PM – 01:55 PM

Breakout Sessions #1

02:05 PM – 02:30 PM

Breakout Sessions #2

02:40 PM – 03:10 PM

Breakout Sessions #3

03:10 PM – 03:40 PM

Afternoon Tea

03:40 PM – 04:30 PM

Navigating the Psychological Landscape of AI Distruption

Professor Joel Pearson, Professor of Cognitive Neuroscience, University of NSW & Founder, Future Minds Lab

04:30 PM – 04:55 PM

Customer Panel: Leading the Future in an AI-Driven World

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.

Customer Panellists to be Announced

04:55 PM – 05:00 PM

Xperience Orchestrated

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

Xperience APAC Closing Party

Join us for an unforgettable night on Sydney Harbour’s spectacular glass boat, Starship Aqua.

Just a few minutes walk from Hyatt Regency, with the opportunity to disembark during the night at Circular Quay and Darling Harbour.

Expert sessions to level up every experience

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.

The evolution to agentic AI

Discover the next-generation agent for autonomous and smarter CX.

Composing CX your way

Design bespoke CX on a scalable, responsible platform for growth.

Beyond basic interactions

Navigate the shift from isolated touchpoints to seamless end-to-end experiences.

Human + AI collaboration

Transform agent roles and performance through dynamic human-AI synergy.

The ROI of AI-driven CX

Convert AI-driven CX into ROI – cutting costs, raising revenue and earning loyalty.

Total experience orchestration

Unify channels to orchestrate outcome-driven customer journeys.

Speakers

Hear from visionaries shaping the future

Get inspired by world-class leaders, bold thinkers and industry trailblazers.

Peter Graf

Peter Graf

Senior Vice President, Strategy, Genesys

Professor Joel Pearson

Professor Joel Pearson

Professor of Cognitive Neuroscience, University of NSW & Founder, Future Minds Lab

Janelle Binder

Janelle Binder

Senior Vice President, Customer Engagement & Advocacy, Genesys

Albert Nel

Albert Nel

Senior Vice President, Asia Pacific, Genesys

Jarryd Tuyau

Jarryd Tuyau

Lead AI Architect, Asia Pacific, Genesys

Jeff Wise

Jeff Wise

Senior Vice President, Product Management, Genesys

Experience more. Pay less.

Standard pricing available til 4 Nov, secure premium content at a preferred cost.

Sponsors

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.

Nexon logo black transparent background
Operative intelligence logo   web signage
Telstra primary logo c rgb blue and orange
Sponsor logo 1600x600 vonage ericsson
Blackbox 500x300
Datacom primary logo   admiral blue
Qpc logo dark blue
Xpr2025 sponsor logo servicenow
Customer science   full colour horizontal   150ppi
Pci pal
Globallogo nttdata futureblue rgb
Customerdriven logo
Edvbiggerlogo
Ericom solo
Synergy logo colour rgb

Frequently asked questions about Xperience APAC 2025

Who can I contact with questions?

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.

What is Genesys Xperience APAC?

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.

What’s included in my registration fee?

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).

How can I book my accommodation at the event rate?

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.

Is there value in my organisation sponsoring Xperience APAC?

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.