Session schedule

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!

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.

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

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.

Preparing for the Agentic Era: What’s new and what’s next in Genesys Cloud AI

In this session, we’ll explore the agentic AI themes delivered in the keynote sessions. You’ll gain recommendations on the best way to prepare for agentic AI, identify the initial use cases and build a business case.

Beyond the Horizon: Reimagining the Future of Work

Artificial intelligence is transforming the way customer experience teams operate. As the experience economy accelerates and emerging technologies evolve quickly, leaders must rethink how to drive efficiency, engagement and customer satisfaction. In this session, we’ll explore the impact of AI on frontline operations, workforce dynamics and customer expectations. Walk away with actionable insights and strategic best practices to future-proof your organisation and lead with confidence in the new era of work.

Elevating the Employee Experience: Genesys Cloud WEM Demo

Discover how Genesys Cloud AI transforms Workforce Engagement Management (WEM) by connecting quality, forecasting, scheduling, performance, and coaching into one seamless experience. This demo highlights how AI-driven insights and automation empower employees, boost engagement, and deliver a holistic, connected workplace journey.

Beyond the Dashboard: How Leading Brands Face Hard Truths to Drive Real Change

Dashboards and warm, fuzzy CX metrics give the illusion of progress, but they rarely reflect what’s actually happening in your business. Making the leap to reality can be uncomfortable: discovering that FCR is far lower than expected, that avoidable contacts are flooding the centre, or that agent performance spans are wider than anyone wanted to admit. Three leading Australian enterprises will share how they made this leap with Operative Intelligence, challenging themselves, their teams, and their businesses to confront reality and unlock meaningful, measurable improvements.

From Chaos to Coordination: Automating the Work That Happens After the Conversation

Exceptional customer experience doesn’t stop when the interaction ends. From automating escalations, follow-ups, approvals, and all the critical tasks that happen after “thank you for contacting us,” back-office workflows are essential to meeting customer expectations. Yet in many organisations, those processes, like return merchandise authorisations, claims approvals, fulfilment coordination, and account adjustments, remain disconnected, manual, and invisible to both employees and customers.

In this session for CX leaders and back-office decision-makers, we’ll explore how Genesys Cloud serves as a centralised orchestration engine that connects and streamlines CX workflows across the front, middle, and back office. With Work Automation as the enabler, organisations can manage, measure, and automate the full lifecycle of customer experience workflows, far beyond the contact centre.

See how leading brands are improving SLA adherence, reducing errors, increasing compliance, and boosting cross-functional collaboration, all while keeping customers informed and engaged at every step. You’ll walk away with real-world examples, proven business results, and a clear understanding of how to operationalise end-to-end experience delivery at scale.

Health Insurance CX: What’s Driving Change and How to Stay Future-Ready

Session detail to follow

Roadmap: From Automation to Augmentation: Building with Agentic AI

See how Genesys is enabling intelligent automation and real-time augmentation with Virtual Agents, Agent Copilot, Supervisor Copilot, and Reasoned-Based Routing. Learn what’s coming in AI Studio, including new capabilities for building and managing AI Guides and Skills, and how these tools help drive trusted, context-aware decisioning across roles.

Roadmap: The Agent and Supervisor Experience: Copilots, Coaching, Workforce Management, and Flexibility

Explore how Genesys is evolving the day-to-day experience for employees—on and off queue. Get a preview of what’s next for Agent Copilot, Virtual Supervisor and Supervisor Copilot, including AI-powered checklists, wrap-up automation, and coaching insights. Discover how we’re improving schedule flexibility and off-shift capabilities through enhanced Workforce Management. Learn how role-aware augmentation is being embedded across every workflow to support real-time decisions, optimise staffing, and elevate employee engagement.

The Data Advantage: Your Secret Weapon to Personalisation, Performance, and AI Readiness

What do AI, journey insights, and CX decisions have in common? None of them work without the right data foundation. In this session, we’ll explore how the Genesys Cloud Event Data Platform (EDP) transforms raw interaction data into structured, analytics-ready intelligence and AI-relevant signals that power personalisation, measurement, and optimisation across the customer experience. We’ll look at how data flows in from Genesys Cloud and external systems like CRMs and ERPs, and how it flows out to fuel reporting, Journey Management, and enterprise-wide insights. Whether you’re focused on orchestration, performance tracking, or future-ready AI strategies, this session will help you connect the dots between data and business impact and show you where we’re headed next.

The Future of Client Conversational Banking

Attend any financial services event or meeting now and you’ll likely hear a familiar list of AI-related terms: agentic AI, large language models, copilots and more. So there’s no better time to assess how these tools are shaping the future of client services across banking, payments and wealth management.

Session detail coming soon

From Planning to Progress: Provider Perspectives on AI in Healthcare Communication

Session detail to follow

Roadmap: The Future of Routing: Real-Time Intelligence and Reasoned Decisioning

See how Genesys is transforming routing from static rules and prediction into adaptive, reasoned AI. Learn how AI Studio enables you to build and manage Routing Guides that interpret intent, customer goals, and agent attributes in real time. Preview what’s coming with Reason-Based Routing and how it’s reshaping resource selection across queues, teams, and AI agents.

Advance Workforce Engagement: Agentic-Driven Employee Experience

Discover how Genesys Cloud’s advanced Workforce Engagement Management capabilities are transforming the employee experience. This session will showcase AI-powered workflows, including the Virtual Supervisor, Supervisor Copilot, triggers, data actions and APIs and highlighting Capacity Planning. Gain insight into what’s possible today, explore the future roadmap, and see how AI-driven WEM can unlock smarter ways to engage, empower and elevate your workforce.

Roadmap: Intelligent Channels: Powering Every Touchpoint with Context and Continuity

From public social to embedded video, explore the next evolution of customer interaction. Get a look at upcoming channel capabilities, like asynchronous messaging enhancements, persistent conversation histories, rich media support, and how AI enables personalisation at scale across all messaging, voice, and social touchpoints.

Session detail coming soon