Session schedule

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

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

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

Leading People Through Change: The Key to Realising CX & AI Outcomes

AI, automation, and CX technologies hold the promise of transforming customer experience, yet results often fall short. The tools are powerful and the plans solid, but adoption frequently stalls because people aren’t led through change in a consistent, informed, and intentional way.

This interactive session helps leaders move beyond managing change to truly guiding their people through it. Participants will learn to navigate the emotional “change curve,” build consistent leadership to reduce resistance and build trust, and use proven frameworks to embed lasting change, whether introducing new AI capabilities, reshaping teams, or improving processes. We’ll get hands on applying these tools directly to a typical project scenario, or in groups to a real initiative you are driving in your contact centres.

Lyn Trewenack, Director, BBB Advisory
Kristel Serra, Principal PS Consultant, Genesys

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

From Cloud Foundations to AI Readiness: Healthscope’s Path to Smarter Healthcare

In this 75-minute interactive workshop, hear directly from Healthscope leaders about their journey with Genesys Cloud and how they are preparing for the next step: AI. Learn what it takes to build the right foundation, explore their aspirations and early plans for AI, see a short demo of what’s possible, and take part in a practical exercise to help shape your own roadmap.

Prashant Patha, Senior UC Engineer, Healthscope
Suzanne Soares, Head of Technology Business Engagement, Healthscope
Julian Tass, Principal Solution Consultant, Genesys

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.

Gavin Josef, Manager Customer Contact Operations, City of Melbourne
Michael Buttsworth, Associate Director, SX Service Centre, Charles Sturt University
Phaneendra Avatapalli, Technical Solutions Consultant, Monash University
Lucia Oles, Senior Customer Success Manager, Genesys

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

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

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

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

Leading People Through Change: The Key to Realising CX & AI Outcomes

AI, automation, and CX technologies hold the promise of transforming customer experience, yet results often fall short. The tools are powerful and the plans solid, but adoption frequently stalls because people aren’t led through change in a consistent, informed, and intentional way.

This interactive session helps leaders move beyond managing change to truly guiding their people through it. Participants will learn to navigate the emotional “change curve,” build consistent leadership to reduce resistance and build trust, and use proven frameworks to embed lasting change, whether introducing new AI capabilities, reshaping teams, or improving processes. We’ll get hands on applying these tools directly to a typical project scenario, or in groups to a real initiative you are driving in your contact centres.

Lyn Trewenack, Director, BBB Advisory
Kristel Serra, Principal PS Consultant, Genesys

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

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.

Gavin Josef, Manager Customer Contact Operations, City of Melbourne
Michael Buttsworth, Associate Director, SX Service Centre, Charles Sturt University
Phaneendra Avatapalli, Technical Solutions Consultant, Monash University
Adam Young, Senior Customer Success Manager, Genesys

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

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.

Jarryd Tuyau, AI Lead Architect, APAC, Genesys

Driving Engagement, Delivering Impact: Real Stories of Employee Experience Transformation

Frontline employees are at the heart of every great customer experience and empowering them is key to driving business success. In this fireside chat, two leading organisations share how they’ve leveraged Genesys capabilities to elevate employee engagement, boost satisfaction, and unlock new levels of performance. Hear real-world stories about transforming the agent experience, connecting technology with culture, and creating workplaces where employees feel supported, motivated, and valued. Join us to discover practical strategies for turning engagement into measurable impact.

Shylaja Chandrasekhar, Business Capability Manager, ENGIE Australia & New Zealand
Robert Cooper, Digital Experience Architect, Probe CX
Annemarie Hodgson, Senior Solution Consultant, Genesys

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.

Andrew Thean, Principal Solution Consultant, Genesys
Chris Visick, Principal Technical Account Manager, Genesys

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 business to confront reality and unlock meaningful, measurable improvements.

Brent Alexander, National Manager, Beyond Bank Australia
Fahrena Mitchelson, Executive Manager Customer and Distribution Performance & Insights, Suncorp
Meg Kelly, Director of Operations Support, Colonial First State
Phillip Townsend, Head of Sales & Partnership – ANZ, Operative Intelligence

Gain a Competitive Edge by Fast-Tracking Digital and AI Innovation

Technological innovation is advancing at an exponential rate, making it crucial for organisations to stay prepared and agile. To remain competitive, businesses must rapidly create new customer and employee experiences that are aligned with the experience economy and ever-evolving market demands. Join us for an insightful session where we’ll explore the risks of inaction, the advantages of embracing change and the best practices for successful implementation and adoption of continuous innovation, driving meaningful transformation with lasting impact and enabling your organisation to reach higher levels of experience orchestration.

Kristel Serra, Principal PS Consultant, Genesys

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.

Darren Adrian, Principal Solution Consultant, Genesys

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

Join leading health insurers as they discuss the forces reshaping customer experience and loyalty. Discover how innovation, data, and empathy are driving smarter, more connected member engagement.

Campbell Mackie, Head of Technology, ACC
Jess Standen, Head of Member Services, CBHS
Christine Arnold, Principal Consultant, Arzo

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.

Mark Booth, Senior Solution Architect, Genesys

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.

Annemarie Hodgson, Senior Solution Consultant, Genesys

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.

Matt McPhee, Senior Principal Solution Consultant, Genesys

Rabobank Customer Experience Transformation: Powered by Genesys Cloud and guided by Telstra’s partnership

Join us for an engaging on-stage conversation between Rabobank and Telstra, where both organisations will explore how innovation and collaboration are reshaping customer experience in the financial sector. The session will delve into Rabobank’s customer vision, the evolving role of contact centres, and the impact of new technologies such as AI and automation. Hear candid insights into both the challenges faced and the successes achieved as Rabobank, with Telstra’s support, continues to deliver better outcomes for customers and employees alike.

Chris Boyd, Team Leader, Workplace Engineering, Rabobank
Patrick Caudle, Regional Head of Client Services, COO RANZ, Rabobank
Vineeta Srivastava, Head of Mobility, IoT and Collaboration, Telstra

Clearing Common CX Problems in Government to Enable True Transformation

Creating exceptional CX and EX experiences demands balance between establishing a strong foundation and innovating to transform CX services. This session explores overcoming common foundational challenges to provide a strong service base to innovate from. Do you have task visibility across the whole CX service chain, outcome-oriented reporting and accountability, knowledge integration to support productivity and quality, fragmented digital and voice experiences, a low first contact resolution or excess transfers? These challenges are common across our customers; lets explore proven methods to overcome and create a compelling base to innovate from.

Darren Leditschke, Account Director, Genesys

Healthcare CX Roundtable: Exploring Today’s Trends and Tomorrow’s Opportunities

An interactive discussion where healthcare leaders and peers share insights on emerging CX trends, digital transformation, and the road ahead. Join the conversation to exchange ideas and shape the future of healthcare experience.

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.

Jeff Wise, Vice President, Product Management, Genesys

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.

Andrew Thean, Principal Solution Consultant, Genesys

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.

Matt Holmes, Senior Director, Solutions Architects APAC, Genesys

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.

Aarti Kumar, Head of Architecture, Pepper Money
Ben White, Head of Retail Distribution, Bank Australia
David Porter, Vice President, Global Financial Services, Genesys

Transform Customer Experiences​ with Agentic AI Communications Hub​

Discover how AWS and Genesys are redefining enterprise customer experience through the Agentic AI Communications Hub. In this  session, we will show  how unified AI orchestration, spanning predictive, conversational, generative, and agentic AI, drives automation, personalisation, and operational excellence drives CX. Learn how the secure, scalable Genesys Cloud on AWS integrates with Amazon Bedrock to deliver reasoning, retrieval-augmented generation (RAG), and measurable CX outcomes.

Matt McPhee, Senior Principal Solution Consultant, Genesys
Allanna Rigby, Generative AI Go-To-Market Lead, ANZ, AWS

Balancing Productivity & Experience – Getting Started with AI in a Government Context

Pursuit of productivity improvements whilst enhancing experience demands a challenging balance. Within this session we explore how government departments are successfully achieving both. We further acknowledge a lot of government departments are only now developing their first AI strategy. Maybe you have been asked to contribute your top AI initiatives and how they will support departmental KPI’s. This session will also review how your government peers are responding to these requests and the top Genesys initiatives getting your peers started with AI to balance productivity and experience.

Amanda Gray, Service Owner, Inland Revenue
Bronwyn Riley, Head of Core Customer Services, Commonwealth Superannuation Corporation
Robyn O’Reilly, Head of Resolution Management APAC, Genesys

Steering CX toward True and Meaningful Value Realisation

This session will cover how you can get the most success out of your Genesys subscription. We’ll describe how to monitor for value and design your next steps, all while managing changes and risks.

Adam Young, Senior Customer Success Manager, Genesys
David Macfarlane, Customer Success Director APAC, Genesys
Satish Annamalai, Senior Business Value Specialist, Genesys