05/22/2025 09:00 am

Bell + Genesys: Developing Your AI-Powered CX Strategy for 2025

Toronto, ON

Future-proofing Customer and Employee Experiences with AI-driven Strategies.

Join IT leaders and industry experts for a half-day session on leveraging AI to drive long-term growth in your contact centre operations.

Sheraton Centre Hotel Toronto

123 Queen Street West, Toronto, ON M5H 2M9, Canada

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Agenda

Thursday, 22 May 2025

09:00 am – 10:00 am

Registration / Check-In

Breakfast is included

10:00 am – 10:15 am

Welcome and Opening Remarks

  • How AI-powered innovation is reshaping the customer and employee experience landscape
  • How Bell and Genesys are bringing complementary strengths together to deliver greater value to clients

10:15 am – 10:35 am

Navigating the Future of Experience: Market Shifts and AI Foundations

  • Evolving Expectations: Key Disruptors and Developments in Customer Experience
  • Demystifying AI: What’s Real, What’s Next for CX and EX Innovation

10:35 am – 11:05 am

Real-World Success Stories

  • High-impact scenarios driving measurable improvements in CX, EX, and business intelligence
  • Extending your AI-powered CX Strategies into Salesforce + ServiceNow
  • Delivering scalable, tailored experiences that deepen customer connection and loyalty

11:05 am – 11:35 am

Demo: Genesys Cloud integration with ServiceNow and Salesforce

  • Demo showcasing native AI-powered integrations between Genesys Cloud and platforms like Salesforce CX Cloud and ServiceNow Unified Experience.
  • How you can elevate your customer and employee experience
  • Discover how seamless data sharing, intelligent routing, and workflow automation drive faster resolutions, proactive engagement, and unified visibility across channels
  • See how leading enterprises are breaking down silos and achieving true end-to-end service transformation with integrated AI

11:35 am – 12:00 pm

AI Horizons: What’s Ahead for 2025

  • Aligning Your CX Strategy with the Next Wave of AI Advancements
  • A Forward View: Key Technologies Shaping the 2025 AI Landscape

12:00 pm – 12:30 pm

Fireside Chat: Making the investment: Sharing perspectives on approaches for successful rollouts and Integrations

  • Practical strategies for embedding AI and modern CX solutions into contact center workflows
  • Discuss key considerations in your pan when rolling out CCaaS and AI with and integrations to your CRM and other

12:30 pm – 02:00 pm

Live Q & A, Closing Remarks, Lunch

Speakers

Thomas Muller

Thomas Muller

National Director, Collaboration and Contact Centre Solutions - Bell

John Rocca

John Rocca

Director,  Technical Product Management,  Modern Work and Contact Center Practices - Bell

David Bolefski

David Bolefski

AI Solution Lead - Canada AI | Digital | Orchestration - Genesys

Moises Ruiz Chavez

Moises Ruiz Chavez

Principal Solution Consultant North America- Genesys

Hosts