Experience Genesys at Customer Contact Week

Stop by Booth #111 to experience a live demo, meet our experts, and learn how Genesys can elevate your customer experience.

Customer expectations continue to rise, and AI is reshaping what organizations must deliver. For many companies, including Global Payments, moving to the cloud was only the first step. The real shift now is moving beyond cloud migration to a more unified and AI-enabled way of managing customer and employee experiences. Early use of AI for call summaries, real-time guidance and smarter self-service is helping Global Payments reduce friction and support more consistent interactions.

In this session, Mackenzi Eisman, Senior Manager of Platform Communication Services at Global Payments, will share a firsthand view of this shift. Drawing on her experience as both an agent and a contact center leader, she will describe how this evolution is unfolding inside the organization and how a unified platform and AI-powered tools are helping teams work more efficiently and deliver more reliable outcomes. A Genesys expert will add perspective on how other organizations are navigating similar changes and where AI is opening new opportunities across the industry.

Attendees will leave with practical ideas to help their organizations take the next step toward an AI-powered, more intentional approach to customer experience.