{"id":594333,"date":"2025-09-30T13:16:33","date_gmt":"2025-09-30T20:16:33","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=events&#038;p=594333"},"modified":"2025-11-19T16:22:34","modified_gmt":"2025-11-20T00:22:34","slug":"sessions","status":"publish","type":"events","link":"https:\/\/www.genesys.com\/en-sg\/events\/sessions","title":{"rendered":"Xperience APAC 2025 &#8211; Sessions"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_class=&#8221;py-4 py-md-4 py-xl-5&#8243; css=&#8221;.vc_custom_1758783854556{background-image: url(https:\/\/www.genesys.com\/media\/Hero-Shot-Genesys-Xperience-97-1728wx700h.jpg?id=588932) !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column background_color=&#8221;bgc-glass&#8221; width=&#8221;7\/12&#8243; el_class=&#8221;form-card px-2 px-lg-3&#8243; offset=&#8221;vc_col-lg-5 vc_col-md-6&#8243;][vc_single_image image=&#8221;589272&#8243; css=&#8221;&#8221; si_max_width=&#8221;247px&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"eyebrow mb-0 mt-1\">The CX+AI Event of the year<\/p>\n<h1>Session schedule<\/h1>\n<p>[\/vc_column_text]<div class=\"wpb_row vc_row-fluid vc_row-o-equal-height vc_row-flex row justify-content-center event-dates-component\"><div class=\"col-sm col-lg col-md-12 p-0\">\n                            <div class=\"d-flex flex-row align-items-start\">\n                                <div class=\"icon-wrapper d-flex justify-content-center align-items-center\">\n                                    <div class=\"icon-box\">\n                                        <!-- SVG Icon 1 -->\n                                        <svg class=\"responsive-icon\" width=\"20\" height=\"24\" viewBox=\"0 0 20 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                                            <path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M10 2C7.87827 2 5.84344 2.84285 4.34315 4.34315C2.84285 5.84344 2 7.87827 2 10C2 13.0981 4.01574 16.1042 6.22595 18.4373C7.31061 19.5822 8.39867 20.5195 9.21668 21.1708C9.52111 21.4133 9.78702 21.6152 10 21.7726C10.213 21.6152 10.4789 21.4133 10.7833 21.1708C11.6013 20.5195 12.6894 19.5822 13.774 18.4373C15.9843 16.1042 18 13.0981 18 10C18 7.87827 17.1571 5.84344 15.6569 4.34315C14.1566 2.84285 12.1217 2 10 2ZM10 23C9.4453 23.8321 9.44476 23.8317 9.44476 23.8317L9.4419 23.8298L9.43524 23.8253L9.41232 23.8098C9.39285 23.7966 9.36508 23.7776 9.32956 23.753C9.25853 23.7038 9.15646 23.6321 9.02779 23.5392C8.77055 23.3534 8.40636 23.0822 7.97082 22.7354C7.10133 22.043 5.93939 21.0428 4.77405 19.8127C2.48426 17.3958 0 13.9019 0 10C5.96046e-08 7.34784 1.05357 4.8043 2.92893 2.92893C4.8043 1.05357 7.34784 0 10 0C12.6522 0 15.1957 1.05357 17.0711 2.92893C18.9464 4.8043 20 7.34784 20 10C20 13.9019 17.5157 17.3958 15.226 19.8127C14.0606 21.0428 12.8987 22.043 12.0292 22.7354C11.5936 23.0822 11.2295 23.3534 10.9722 23.5392C10.8435 23.6321 10.7415 23.7038 10.6704 23.753C10.6349 23.7776 10.6072 23.7966 10.5877 23.8098L10.5648 23.8253L10.5581 23.8298L10.556 23.8312C10.556 23.8312 10.5547 23.8321 10 23ZM10 23L10.5547 23.8321C10.2188 24.056 9.78066 24.0556 9.44476 23.8317L10 23Z\" fill=\"#0B1228\"\/>\n                                            <path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M10 8C8.89543 8 8 8.89543 8 10C8 11.1046 8.89543 12 10 12C11.1046 12 12 11.1046 12 10C12 8.89543 11.1046 8 10 8ZM6 10C6 7.79086 7.79086 6 10 6C12.2091 6 14 7.79086 14 10C14 12.2091 12.2091 14 10 14C7.79086 14 6 12.2091 6 10Z\" fill=\"#0B1228\"\/>\n                                        <\/svg>\n                                    <\/div>\n                                <\/div>\n                                <div class=\"d-grid align-items-center\">\n                                    <p class=\"text-primary mb-0\">Hyatt Regency Sydney<\/p>\n                                    \n                                <\/div>\n                            <\/div>\n                        <\/div><div class=\"col-sm col-lg col-md-12 p-0\">\n                            <div class=\"d-flex flex-row align-items-start\">\n                                <div class=\"icon-wrapper d-flex justify-content-center align-items-center\">\n                                    <div class=\"icon-box\">\n                                        <!-- SVG Icon 2 -->\n                                        <svg class=\"responsive-icon\" width=\"20\" height=\"22\" viewBox=\"0 0 20 22\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                                            <path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M3 4C2.44772 4 2 4.44772 2 5V19C2 19.5523 2.44772 20 3 20H17C17.5523 20 18 19.5523 18 19V5C18 4.44772 17.5523 4 17 4H3ZM0 5C0 3.34315 1.34315 2 3 2H17C18.6569 2 20 3.34315 20 5V19C20 20.6569 18.6569 22 17 22H3C1.34315 22 0 20.6569 0 19V5Z\" fill=\"#0B1228\"\/>\n                                            <path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M14 0C14.5523 0 15 0.447715 15 1V5C15 5.55228 14.5523 6 14 6C13.4477 6 13 5.55228 13 5V1C13 0.447715 13.4477 0 14 0Z\" fill=\"#0B1228\"\/>\n                                            <path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M6 0C6.55228 0 7 0.447715 7 1V5C7 5.55228 6.55228 6 6 6C5.44772 6 5 5.55228 5 5V1C5 0.447715 5.44772 0 6 0Z\" fill=\"#0B1228\"\/>\n                                            <path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M0 9C0 8.44771 0.447715 8 1 8H19C19.5523 8 20 8.44771 20 9C20 9.55229 19.5523 10 19 10H1C0.447715 10 0 9.55229 0 9Z\" fill=\"#0B1228\"\/>\n                                        <\/svg>\n                                    <\/div>\n                                <\/div>\n                                <div class=\"d-grid align-items-center\">\n                                    <p class=\"text-primary mb-0\">Nov 19 &ndash; 20, 2025<\/p>\n                                    \n                                <\/div>\n                            <\/div>\n                        <\/div><\/div><div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"\/en-sg\/explore\/xperience-apac-live\" target=\"\" rel=\"\">Watch on-demand<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section sec_wrap_no=&#8221;enable&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row r_wrap_no=&#8221;enable&#8221;][vc_column c_wrap_no=&#8221;enable&#8221;]\n  <header class=\"octobeam-secondary sticky-top\">\n    <div class=\"container\">\n      <nav class=\"navbar rounded-3 navbar-expand-lg w-100\">\n        <a class=\"navbar-brand animated\" href=\"#\">\n          <img decoding=\"async\" class=\"genesys-logo\" width=\"200\" height=\"36\" src=\"https:\/\/www.genesys.com\/media\/LogoTertiary-Logo-ColorFull-Color.svg\" alt=\"Logo\">\n        <\/a>\n        <button class=\"navbar-toggler collapsed\" type=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\".octobeam-secondary-nav\" aria-label=\"Toggle navigation\">\n          <i class=\"fa-kit fa-chevron-up\"><\/i>\n        <\/button>\n        <div class=\"navbar-collapse collapse octobeam-secondary-nav\">\n          <ul class=\"navbar-nav primarydrop\">\n            <li class=\"nav-item\"><a class=\"nav-link\" href=\"\/en-sg\/events\/xperience-sydney#why-attend\">Why attend<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"\/en-sg\/events\/xperience-sydney#agenda\">Agenda<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"#sessions\">Sessions<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"\/en-sg\/events\/xperience-sydney#pricing\">Pricing<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"\/en-sg\/events\/xperience-sydney#sponsors\">Sponsors<\/a><\/li><li class=\"nav-item\"><a class=\"nav-link\" href=\"\/en-sg\/events\/xperience-sydney#faq\">FAQs<\/a><\/li>\n          <\/ul>\n          <ul class=\"navbar-nav seconddrop ms-auto\">\n            <li class=\"nav-item kraken-started\">\n              <a class=\"nav-link\" role=\"button\" href=\"\/en-sg\/explore\/xperience-apac-live\"><div class=\"btn btn-secondary small mt-0\">Watch on-demand<\/div><\/a>\n            <\/li>\n          <\/ul>\n        <\/div>\n      <\/nav>\n    <\/div>\n  <\/header>\n  [\/vc_column][\/vc_row][\/vc_section][vc_section full_height=&#8221;yes&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_id=&#8221;sessions&#8221;][vc_row][vc_column width=&#8221;5\/6&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 style=\"text-align: center;\">Workshop, Breakout and Theatre Sessions<\/h2>\n<p style=\"text-align: center;\"><strong>More sessions are being finalised and will be updated here regularly.<\/strong><\/p>\n<p style=\"text-align: center;\">This year, secure your seat by pre-booking sessions in the event app, available from 1 November.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/6&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"component-agenda agenda-tabs heading-h2\"><div class=\"agenda-dates\" data-opened=\"3\"><div class=\"agenda-date-container  has-agenda-date\" data-date=\"2025-11-19\"><div class=\"agenda-date\"><h3 class=\"agenda-date-label title h5\">Wednesday, 19 November 2025<\/h3><\/div><div class=\"agenda-sessions-container\"><div class=\"agenda-session has-title\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><h3 class=\"agenda-title title\">Interactive Workshop #1<\/h3><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>The Future of Customer Engagement: Messaging, AI, and Beyond<\/strong><\/p>\n<p>Step into the future of customer connection. In this dynamic, hands-on session, we\u2019ll explore how business messaging and AI are reshaping how brands engage, serve, and build loyalty. Discover what\u2019s next for WhatsApp and Apple Business Messaging channels redefining real-time customer conversations with richer, more trusted experiences. Then, dive into AI Studio and AI Guides to see how anyone can design intelligent, conversational experiences that scale with ease. Finally, experience Copilot Summarisation in action where custom prompts and smart summaries transform agent productivity and customer satisfaction. Bring your laptop and your imagination. Together, we\u2019ll build what\u2019s next in customer engagement.<\/p>\n<p>Brett Dal Santo, Principal Solution Consultant, Genesys<br \/>\nMike Marshall, Principal Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Enhancing Your Customer Experience with Virtual Agents<\/strong><\/p>\n<p>AI-powered virtual agents are transforming how businesses interact with customers, delivering faster, smarter, and more efficient service. In this interactive session, you\u2019ll 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\u2019ll 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.<\/p>\n<p>Jason Keller, Vice President, Customer Success Education, Genesys<br \/>\nRodrigo Romao, Orchestrator Education, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>The AI-Driven Employee: Shaping the Future of Contact Centre Performance<\/strong><\/p>\n<p>In today\u2019s evolving contact centres, AI isn\u2019t here to replace agents or supervisors, it\u2019s 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\u2019s 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.<\/p>\n<p>Annemarie Hodgson, Senior Solution Consultant, Genesys<br \/>\nAndrew Thean, Principal Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Leading People Through Change: The Key to Realising CX &amp; AI Outcomes<\/strong><\/p>\n<p>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\u2019t led through change in a consistent, informed, and intentional way.<\/p>\n<p>This interactive session helps leaders move beyond managing change to truly guiding their people through it. Participants will learn to navigate the emotional \u201cchange curve,\u201d 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\u2019ll 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.<\/p>\n<p>Lyn Trewenack, Director, BBB Advisory<br \/>\nKristel Serra, Principal PS Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Scaling Citizen Experience Responsibly: A CX Roadmap for Government<\/strong><\/p>\n<p>Join this interactive session designed specifically for government leaders. The Genesys team will guide you through a hands-on assessment to identify your organisation\u2019s current position in its customer experience (CX) journey. Together, we\u2019ll explore maturity across areas such as experience strategy, measurement, AI capabilities, and value delivery. You\u2019ll leave with tailored insights, practical tools, and a clear action plan to advance your CX orchestration strategy and better serve citizens.<\/p>\n<p>Megan Gordan, Senior Principal PS Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>From Cloud Foundations to AI Readiness: Healthscope\u2019s Path to Smarter Healthcare<\/strong><\/p>\n<p>In this 75-minute interactive workshop, hear directly from\u00a0Healthscope 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\u2019s possible, and take part in a practical exercise to help shape your own roadmap.<\/p>\n<p>Sally Mainsbridge, Practice Director, Customer Science Group<br \/>\nPrashant Patha, Senior UC Engineer, Healthscope<br \/>\nSuzanne Soares, Head of Technology Business Engagement, Healthscope<br \/>\nJulian Tass, Principal Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>From Strategy to Impact: Applying the Genesys Experience Orchestration Plan<br \/>\n<\/strong><\/p>\n<p>This hands-on workshop will demonstrate how to define your CX strategy and execution plan using the Genesys Experience Orchestration Plan. Together, we\u2019ll 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\u2019ll 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.<\/p>\n<p>Gavin Josef, Manager Customer Contact Operations, City of Melbourne<br \/>\nMichael Buttsworth, Associate Director, SX Service Centre, Charles Sturt University<br \/>\nPhaneendra Avatapalli, Technical Solutions Consultant, Monash University<br \/>\nLucia Oles, Senior Customer Success Manager, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"02:45 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 02:45 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Self-Funding AI in Action: Build your Business Case with Real Use Cases<br \/>\n<\/strong><\/p>\n<p>AI can unlock immense value, but where should you start and how do you prove ROI? In this interactive, workshop-style session, you\u2019ll explore the concept of self-funding AI by identifying high-impact use cases within your own organisation. Guided by experts, you\u2019ll use our AI Value Calculator to quantify potential benefits like cost savings, efficiency gains and improved customer outcomes. Whether you\u2019re just beginning your AI journey or looking to scale, you\u2019ll leave with a tailored view of how AI can deliver measurable value, and fund its own growth.<\/p>\n<p>Satish Annamalai, Senior Business Value Specialist, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-title\" data-time=\"1775402100\" data-start-time=\"03:15 PM\" data-end-time=\"04:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">03:15 PM &ndash; 04:30 PM<\/p><h3 class=\"agenda-title title\">Interactive Workshop #2<\/h3><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775402100\" data-start-time=\"03:15 PM\" data-end-time=\"04:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">03:15 PM &ndash; 04:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>The Future of Customer Engagement: Messaging, AI, and Beyond<\/strong><\/p>\n<p>Step into the future of customer connection. In this dynamic, hands-on session, we\u2019ll explore how business messaging and AI are reshaping how brands engage, serve, and build loyalty. Discover what\u2019s next for WhatsApp and Apple Business Messaging channels redefining real-time customer conversations with richer, more trusted experiences. Then, dive into AI Studio and AI Guides to see how anyone can design intelligent, conversational experiences that scale with ease. Finally, experience Copilot Summarisation in action where custom prompts and smart summaries transform agent productivity and customer satisfaction. Bring your laptop and your imagination. Together, we\u2019ll build what\u2019s next in customer engagement.<\/p>\n<p>Brett Dal Santo, Principal Solution Consultant, Genesys<br \/>\nMike Marshall, Principal Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775402100\" data-start-time=\"03:15 PM\" data-end-time=\"04:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">03:15 PM &ndash; 04:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Level Up Your Employee Experience with Genesys Copilots<\/strong><\/p>\n<p>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\u2019ll 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.<\/p>\n<p>Jason Keller, Vice President, Customer Success Education, Genesys<br \/>\nRodrigo Romao, Orchestrator Education, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775402100\" data-start-time=\"03:15 PM\" data-end-time=\"04:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">03:15 PM &ndash; 04:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>The AI-Driven Employee: Shaping the Future of Contact Centre Performance<\/strong><\/p>\n<p>In today\u2019s evolving contact centres, AI isn\u2019t here to replace agents or supervisors, it\u2019s 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\u2019s 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.<\/p>\n<p>Annemarie Hodgson, Senior Solution Consultant, Genesys<br \/>\nAndrew Thean, Principal Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775402100\" data-start-time=\"03:15 PM\" data-end-time=\"04:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">03:15 PM &ndash; 04:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Leading People Through Change: The Key to Realising CX &amp; AI Outcomes<\/strong><\/p>\n<p>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\u2019t led through change in a consistent, informed, and intentional way.<\/p>\n<p>This interactive session helps leaders move beyond managing change to truly guiding their people through it. Participants will learn to navigate the emotional \u201cchange curve,\u201d 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\u2019ll 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.<\/p>\n<p>Lyn Trewenack, Director, BBB Advisory<br \/>\nKristel Serra, Principal PS Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775402100\" data-start-time=\"03:15 PM\" data-end-time=\"04:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">03:15 PM &ndash; 04:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Scaling Citizen Experience Responsibly: A CX Roadmap for Government<\/strong><\/p>\n<p>Join this interactive session designed specifically for government leaders. The Genesys team will guide you through a hands-on assessment to identify your organisation\u2019s current position in its customer experience (CX) journey. Together, we\u2019ll explore maturity across areas such as experience strategy, measurement, AI capabilities, and value delivery. You\u2019ll leave with tailored insights, practical tools, and a clear action plan to advance your CX orchestration strategy and better serve citizens.<\/p>\n<p>Megan Gordan, Senior Principal PS Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775402100\" data-start-time=\"03:15 PM\" data-end-time=\"04:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">03:15 PM &ndash; 04:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>From Strategy to Impact: Applying the Genesys Experience Orchestration Plan<br \/>\n<\/strong><\/p>\n<p>This hands-on workshop will demonstrate how to define your CX strategy and execution plan using the Genesys Experience Orchestration Plan. Together, we\u2019ll 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\u2019ll 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.<\/p>\n<p>Gavin Josef, Manager Customer Contact Operations, City of Melbourne<br \/>\nMichael Buttsworth, Associate Director, SX Service Centre, Charles Sturt University<br \/>\nPhaneendra Avatapalli, Technical Solutions Consultant, Monash University<br \/>\nAdam Young, Senior Customer Success Manager, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775402100\" data-start-time=\"03:15 PM\" data-end-time=\"04:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">03:15 PM &ndash; 04:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Self-Funding AI in Action: Build your Business Case with Real Use Cases<\/strong><\/p>\n<p>AI can unlock immense value, but where should you start and how do you prove ROI? In this interactive, workshop-style session, you\u2019ll explore the concept of self-funding AI by identifying high-impact use cases within your own organisation. Guided by experts, you\u2019ll use our AI Value Calculator to quantify potential benefits like cost savings, efficiency gains and improved customer outcomes. Whether you\u2019re just beginning your AI journey or looking to scale, you\u2019ll leave with a tailored view of how AI can deliver measurable value, and fund its own growth.<\/p>\n<p>Satish Annamalai, Senior Business Value Specialist, Genesys<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div><div class=\"agenda-date-container  has-agenda-date\" data-date=\"2025-11-20\"><div class=\"agenda-date\"><h3 class=\"agenda-date-label title h5\">Thursday, 20 November 2025<\/h3><\/div><div class=\"agenda-sessions-container\"><div class=\"agenda-session has-title\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"01:55 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 01:55 PM<\/p><h3 class=\"agenda-title title\">Breakout Sessions #1<\/h3><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"01:55 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 01:55 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Preparing for the Agentic Era: What\u2019s new and what\u2019s next in Genesys Cloud AI<\/strong><\/p>\n<p>In this session, we\u2019ll explore the agentic AI themes delivered in the keynote sessions. You\u2019ll gain recommendations on the best way to prepare for agentic AI, identify the initial use cases and build a business case.<\/p>\n<p>Jarryd Tuyau, AI Lead Architect, APAC, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"01:55 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 01:55 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Driving Engagement, Delivering Impact: Real Stories of Employee Experience Transformation<\/strong><\/p>\n<p>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\u2019ve 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.<\/p>\n<p>Shylaja Chandrasekhar, Business Capability Manager, ENGIE Australia &amp; New Zealand<br \/>\nRobert Cooper, Digital Experience Architect, Probe CX<br \/>\nAnnemarie Hodgson, Senior Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"01:55 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 01:55 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Elevating the Employee Experience: Genesys Cloud WEM Demo<\/strong><\/p>\n<p>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.<\/p>\n<p>Andrew Thean, Principal Solution Consultant, Genesys<br \/>\nChris Visick, Principal Technical Account Manager, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"01:55 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 01:55 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Beyond the Dashboard: How Leading Brands Face Hard Truths to Drive Real Change<\/strong><\/p>\n<p>Dashboards and warm, fuzzy CX metrics give the illusion of progress, but they rarely reflect what\u2019s 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.<\/p>\n<p>Brent Alexander, National Manager, Beyond Bank Australia<br \/>\nFahrena Mitchelson, Executive Manager Customer and Distribution Performance &amp; Insights, Suncorp<br \/>\nMeg Kelly, Director of Operations Support, Colonial First State<b><br \/>\n<\/b>Phillip Townsend, Head of Sales &amp; Partnership &#8211; ANZ, Operative Intelligence<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"01:55 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 01:55 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Gain a Competitive Edge by Fast-Tracking Digital and AI Innovation<\/strong><\/p>\n<p>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\u2019ll 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.<\/p>\n<p>Kristel Serra, Principal PS Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"01:55 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 01:55 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>From Chaos to Coordination: Automating the Work That Happens After the Conversation<\/strong><\/p>\n<p>Exceptional customer experience doesn\u2019t stop when the interaction ends. From automating escalations, follow-ups, approvals, and all the critical tasks that happen after \u201cthank you for contacting us,\u201d 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.<\/p>\n<p>In this session for CX leaders and back-office decision-makers, we\u2019ll 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.<\/p>\n<p>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\u2019ll walk away with real-world examples, proven business results, and a clear understanding of how to operationalise end-to-end experience delivery at scale.<\/p>\n<p>Darren Adrian, Principal Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775395800\" data-start-time=\"01:30 PM\" data-end-time=\"01:55 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">01:30 PM &ndash; 01:55 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Health Insurance CX: What\u2019s Driving Change and How to Stay Future-Ready<\/strong><\/p>\n<p>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.<\/p>\n<p>Campbell Mackie, Head of Technology, ACC<br \/>\nJess Standen, Head of Member Services, CBHS<br \/>\nChristine Arnold, Principal Consultant, Arzo<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-title\" data-time=\"1775397900\" data-start-time=\"02:05 PM\" data-end-time=\"02:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:05 PM &ndash; 02:30 PM<\/p><h3 class=\"agenda-title title\">Breakout Sessions #2<\/h3><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775397900\" data-start-time=\"02:05 PM\" data-end-time=\"02:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:05 PM &ndash; 02:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Roadmap: The Future of Routing: Real-Time Intelligence and Reasoned Decisioning<\/strong><\/p>\n<p>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\u2019s coming with Reason-Based Routing and how it\u2019s reshaping resource selection across queues, teams, and AI agents.<\/p>\n<p>Mark Booth, Senior Solution Architect, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775397900\" data-start-time=\"02:05 PM\" data-end-time=\"02:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:05 PM &ndash; 02:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Roadmap: The Agent and Supervisor Experience: Copilots, Coaching, Workforce Management, and Flexibility<\/strong><\/p>\n<p>Explore how Genesys is evolving the day-to-day experience for employees\u2014on and off queue. Get a preview of what\u2019s next for Agent Copilot, Virtual Supervisor and Supervisor Copilot, including AI-powered checklists, wrap-up automation, and coaching insights. Discover how we\u2019re 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.<\/p>\n<p>Annemarie Hodgson, Senior Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775397900\" data-start-time=\"02:05 PM\" data-end-time=\"02:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:05 PM &ndash; 02:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>AI in Practice: The Highs, Lows, and Lessons of Real CX Transformation<\/strong><\/p>\n<p>Join CX leaders as they share practical insights on bringing AI and innovation to life within complex organisations. This session explores how to build momentum, gain leadership support, and scale initiatives that truly enhance customer and employee outcomes. Expect open discussion on the successes, challenges, and lessons learned from delivering real transformation in customer experience.<\/p>\n<p>Helen Crossan, General Manager &#8211; Member Services, Australian Retirement Trust<br \/>\nDavid Flanagan, CX Sales Specialist, National Sales, Nexon Asia Pacific<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775397900\" data-start-time=\"02:05 PM\" data-end-time=\"02:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:05 PM &ndash; 02:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>The Data Advantage: Your Secret Weapon to Personalisation, Performance, and AI Readiness<\/strong><\/p>\n<p>What do AI, journey insights, and CX decisions have in common? None of them work without the right data foundation. In this session, we\u2019ll 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\u2019ll 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\u2019re 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\u2019re headed next.<\/p>\n<p>Matt McPhee, Senior Principal Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775397900\" data-start-time=\"02:05 PM\" data-end-time=\"02:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:05 PM &ndash; 02:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Rabobank Customer Experience Transformation: Powered by Genesys Cloud and guided by Telstra\u2019s partnership<\/strong><\/p>\n<p>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\u2019s 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\u2019s support, continues to deliver better outcomes for customers and employees alike.<\/p>\n<p>Chris Boyd, Team Leader, Workplace Engineering, Rabobank<br \/>\nPatrick Caudle, Regional Head of Client Services, COO RANZ, Rabobank<br \/>\nVineeta Srivastava, Head of Mobility, IoT and Collaboration, Telstra<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775397900\" data-start-time=\"02:05 PM\" data-end-time=\"02:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:05 PM &ndash; 02:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Clearing Common CX Problems in Government to Enable True Transformation<br \/>\n<\/strong><\/p>\n<p>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.<\/p>\n<p>Darren Leditschke, Account Director, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775397900\" data-start-time=\"02:05 PM\" data-end-time=\"02:30 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:05 PM &ndash; 02:30 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Healthcare CX Roundtable: Exploring Today\u2019s Trends and Tomorrow\u2019s Opportunities<\/strong><\/p>\n<p>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.<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-title\" data-time=\"1775400000\" data-start-time=\"02:40 PM\" data-end-time=\"03:05 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:40 PM &ndash; 03:05 PM<\/p><h3 class=\"agenda-title title\">Breakout Sessions #3<\/h3><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775400000\" data-start-time=\"02:40 PM\" data-end-time=\"03:05 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:40 PM &ndash; 03:05 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Roadmap: From Automation to Augmentation &#8211; Building with Agentic AI<\/strong><\/p>\n<p>See how Genesys is enabling intelligent automation and real-time augmentation with Virtual Agents, Agent Copilot, Supervisor Copilot, and Reasoned-Based Routing. Learn what\u2019s 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.<\/p>\n<p>Jeff Wise, Vice President, Product Management, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775400000\" data-start-time=\"02:40 PM\" data-end-time=\"03:05 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:40 PM &ndash; 03:05 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Advance Workforce Engagement: Agentic-Driven Employee Experience<\/strong><\/p>\n<p>Discover how Genesys Cloud\u2019s 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. Gain insight into what\u2019s possible today, explore the future, and see how AI-driven WEM can unlock smarter ways to engage, empower and elevate your workforce.<\/p>\n<p>Andrew Thean, Principal Solution Consultant, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775400000\" data-start-time=\"02:40 PM\" data-end-time=\"03:05 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:40 PM &ndash; 03:05 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Roadmap: Intelligent Channels: Powering Every Touchpoint with Context and Continuity<\/strong><\/p>\n<p>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.<\/p>\n<p>Matt Holmes, Senior Director, Solutions Architects APAC, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775400000\" data-start-time=\"02:40 PM\" data-end-time=\"03:05 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:40 PM &ndash; 03:05 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>The Future of Client Conversational Banking<\/strong><\/p>\n<p>Attend any financial services event or meeting now and you\u2019ll likely hear a familiar list of AI-related terms: agentic AI, large language models, copilots and more. So there\u2019s no better time to assess how these tools are shaping the future of client services across banking, payments and wealth management.<\/p>\n<p>Aarti Kumar, Head of Architecture, Pepper Money<br \/>\nBen White, Head of Retail Distribution, Bank Australia<br \/>\nDavid Porter, Vice President, Global Financial Services, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775400000\" data-start-time=\"02:40 PM\" data-end-time=\"03:05 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:40 PM &ndash; 03:05 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong>Transform Customer Experiences\u200b with Agentic AI Communications Hub\u200b<\/strong><\/p>\n<p>Discover how AWS and Genesys are redefining enterprise customer experience through the Agentic AI Communications Hub. In this \u00a0session, we will show \u00a0how 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.<\/p>\n<p>Matt McPhee, Senior Principal Solution Consultant, Genesys<br \/>\nAllanna Rigby, Generative AI Go-To-Market Lead, ANZ, AWS<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775400000\" data-start-time=\"02:40 PM\" data-end-time=\"03:05 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:40 PM &ndash; 03:05 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p><strong><b>Balancing Productivity &amp; Experience &#8211; <\/b>Getting Started with AI in a Government Context<\/strong><\/p>\n<p>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\u2019s. 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.<\/p>\n<p>Amanda Gray, Service Owner, Inland Revenue<br \/>\nBronwyn Riley, Head of Core Customer Services, Commonwealth Superannuation Corporation<br \/>\nRobyn O&#8217;Reilly, Head of Resolution Management APAC, Genesys<\/p>\n<\/div><\/div><\/div><div class=\"agenda-session has-content\" data-time=\"1775400000\" data-start-time=\"02:40 PM\" data-end-time=\"03:05 PM\"><div class=\"agenda-session-heading\"><p class=\"agenda-time text-14 font-weight-bold\">02:40 PM &ndash; 03:05 PM<\/p><\/div><div class=\"agenda-content\"><div class=\"agenda-content-container\"><p class=\"WordSection1\"><b>Steering CX toward True and Meaningful Value Realisation<\/b><\/p>\n<p class=\"WordSection1\">This session will cover how you can get the most success out of your Genesys subscription. We\u2019ll describe how to monitor for value and design your next steps, all while managing changes and risks.<\/p>\n<p>Adam Young, Senior Customer Success Manager, Genesys<br \/>\nDavid Macfarlane, Customer Success Director APAC, Genesys<br \/>\nSatish Annamalai, Senior Business Value Specialist, Genesys<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; el_class=&#8221;py-4 py-md-4 py-xl-5&#8243; css=&#8221;.vc_custom_1758783854556{background-image: url(https:\/\/www.genesys.com\/media\/Hero-Shot-Genesys-Xperience-97-1728wx700h.jpg?id=588932) !important;}&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column background_color=&#8221;bgc-glass&#8221; 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