CTRL + AI + SUCCEED is a practical webinar series designed to help customer experience, operations, and digital transformation teams understand how AI can drive measurable business value across customer service journeys. Each episode focuses on real use cases, proven implementation patterns, and actionable insights that show how organizations can move from AI experimentation to scalable, outcome-driven success.
The series is for business leaders, customer service managers, solution consultants, operations teams, and AI adoption stakeholders who want to improve automation, agent productivity, customer satisfaction, and self-service effectiveness.
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September 16th at 3:00 PM CET / 9:00 AM EDT / 6:00 AM PDT
What if the quality of your AI-powered customer experience comes down to one simple thing: how well you ask? As customer experience moves beyond traditional bots toward Agentic AI, prompting is becoming much more than a way to get better answers. It’s how we give AI agents context, intent, direction and the guardrails they need to reason, act and deliver meaningful customer outcomes. In this episode of CTRL+AI+SUCCEED, host Juan Perez is joined by Emir Munoz and Bilal Zaghloul to explore “The Art of the Ask: Prompt Engineering for Agentic CX.”
Key Topics Covered
AI-powered FAQ and self-service experiences, showing how virtual agents can support customers with common questions and pending tasks.
Genesys Virtual Agent capabilities, including how tools such as Custom Bias can improve response relevance and guide conversations more effectively.
Guided process recommendations, explaining how AI can support agents and operations teams with smarter, data-driven next-best-action guidance.
Business impact and improvement opportunities, focusing on efficiency, containment, customer experience, operational consistency, and better use of data.
Data science behind AI recommendations, helping audiences understand how AI models learn, improve, and support decision-making in customer service environments.
The series is hosted by Juan Perez, Director in the Customer Success EMEA organization, with more than 15 years of experience helping enterprise customers transform and optimize their customer experience operations. Juan is an expert in AI adoption, customer engagement strategy, and value realization, bringing a strong mix of business vision, technical understanding, and practical field experience.
Throughout CTRL + AI + SUCCEED, Juan is joined by expert guests who share specialized perspectives, and bring real-world experience to each topic. Together, they explore the opportunities, challenges, and practical applications of AI in customer service, making complex concepts accessible and relevant for teams looking to accelerate their AI journey.
