Mar 10–12, 2026

Enterprise Connect

Las Vegas, NV

Discover how Genesys is transforming customer experience with AI-powered experience orchestration where efficiency and loyalty work together. See how leading enterprises orchestrate the right response in real time to deliver human-feeling automation, optimize customer journeys, and connect experiences across the enterprise. Through live demos and real customer stories, learn how AI in action is driving measurable business outcomes by doing CX the right way.

Caesars Forum

CAESARS FORUM, S Koval Ln, Las Vegas, NV, USA

Get directions

Start the Conversation

By providing your information, you agree to our privacy policy.

Thank you for your interest in connecting with Genesys ahead of Enterprise Connect. A member of our team will follow up shortly to schedule time either before the event or onsite. We look forward to discussing how agentic AI is transforming customer and employee experiences with the Genesys Cloud platform.

Thank you again for your submission.

Whether you’re preparing for Enterprise Connect or evaluating customer experience solutions, our experts are here to answer your questions and connect you with the right resources.

We look forward to speaking with you.

Las vegas strip

Discover Award-Winning Innovation at Enterprise Connect

Genesys Cloud™ Agentic Virtual Agent has been named an Enterprise Connect Best of 2026 🏆 finalist.  Join us in Las Vegas to hear real-world customer stories and see how AI that acts—not just answers—is shaping the next wave of customer experience.

Explore how Genesys delivers:

  • Experience orchestration in action—AI that delivers real business outcomes
  • Human-feeling automation that streamlines work and improves customer journeys
  • The future of CX with agentic AI, A2A orchestration, and real-time journey optimization

Register now and use discount code GENESYS to receive $700 off an All Access or Premium conference pass.

Register today

Get the most out of your time at Enterprise Connect with Genesys

Tuesday, 10 March 2026
Wednesday, 11 March 2026
Thursday, 12 March 2026

09:30 am – 09:55 am

Half-Day Summit: Panel Discussion: Tales from the Trenches: Enterprise Leaders Share their Stories of AI Successes and Struggles

Genesys spotlight session

Now that you’ve got the bird’s-eye view of CX AI in 2026, it’s time to get up close and personal with your peers who have been doing the work and have the scars — and kudos — to prove it. This panel discussion will feature CX leaders whose significant AI implementations yield takeaways you can benefit from. You’ll learn how to get buy-in from both leadership and agents, what works and what doesn’t, how to measure success, how to scale AI pilots, and how to prove value. You’ll come away with real-world insights you can apply to your own enterprise.

Moderator: Steve Leaden, Founder and President, Leaden Associates, Inc.

Panelists: Asia Russell, Workforce & Business Analytics Manager, Fanatics Collectibles

10:55 am – 11:20 am

Half-Day Summit: Panel/Interactive Discussion: Your 12-Month CX AI Roadmap

Genesys spotlight session

What will you do over the next 12 months to make sure that your AI strategy and implementations don’t fall behind? What will the technology and market look like in a year, and what must you do to keep your enterprise at the leading edge? In this session, a diverse panel of experts and stakeholders will share their expectations and roadmaps. You’ll learn how the trends in AI technology, costs, and capabilities are likely to impact the feasibility and cost-effectiveness of the different elements of AI for CX. You’ll come away with a better vision of the future, and how to execute on it.

 

Moderator: Mila D’Antonio, Principal Analyst, Omida

Panelist: Ryan Rivera, Product Marketing Director, AI & WEM, Genesys

03:00 pm – 06:00 pm

Expo: Genesys Booth #607

Stop by Booth #607 to experience a live demo, meet our experts, and learn how Genesys can elevate your customer experience.

03:45 pm – 04:05 pm

No More Tradeoffs: How Genesys Eliminates the False Loyalty vs. Efficiency Debate with Agentic Virtual Agents​

Genesys spotlight theater session

For years, customer experience leaders have been pushed into a false choice: automate to deflect and cut costs, OR rely on people to deliver high touch, personalized engagements. As AI adoption accelerates, that tension has only intensified.​

But that harmful tradeoff is no longer necessary. This session introduces CX done the right way — where efficiency and loyalty compound instead of compete. Grounded in real-time conversational data, a unified platform, and decades of enterprise CX expertise, this approach reframes how AI should be applied across the customer experience.​  You’ll also get a first look at Agentic Virtual Agents powered by Large Action Models — autonomous digital workers designed to help eliminate the loyalty-versus-efficiency tradeoff by planning, adapting, and executing end-to-end CX workflows across systems, with trust and governance built in.​

If you’re exploring autonomous CX and want to scale AI agents without sacrificing control, trust, or experience quality, this session shows where to start and what comes next.​

​Speaker: Ryan Rivera​, Product Marketing, Director, Genesys​

11:10 am – 11:30 am

Keynote Panel - CX Panel: Does More Technology = Happier Customers?

Genesys Spotlight Session

AI is providing new capabilities for contact centers, but how does this translate into better customer experience? In this session, thought leaders will debate the role of technology in customer satisfaction: Do customers want to do more self-service? Can agents really handle more complex and contentious customer problems, or will they burn out? What tools do we have to improve agent and customer experience, and how do we know they work? You’ll hear competing perspectives and learn what your enterprise has to do if it’s going to deploy technology that makes a difference to the customer, the agent, and the bottom line.

Speaker: Brian Spencer, Vice President, Solution Consulting, Genesys

12:00 pm – 05:00 pm

Expo: Genesys Booth #607

Stop by Booth #607 to experience a live demo, meet our experts, and learn how Genesys can elevate your customer experience.

01:30 pm – 02:00 pm

Journey Orchestration Beyond the Contact Center: Embedding AI-Service Touchpoints in Unexpected Enterprise Workflows

Genesys Spotlight Session

Customer service doesn’t stop at the contact center. This session will present a forward-thinking vision (with concrete examples) for embedding AI-powered service moments into non-traditional enterprise channels—such as onboarding experiences, interactive IoT devices, billing portals, or even physical in-store kiosks. We will discuss success stories from industries breaking out of the call/chat mold, address technical and change-management hurdles, and unpack the business cases behind these cross-silo AI touchpoints.

Discover how embedding AI-powered customer service into non-traditional enterprise workflows unlocks new business value, increases customer satisfaction, and differentiates brands beyond the contact center model; Gain actionable inspiration from industries that have successfully integrated AI touchpoints in unexpected places, with practical takeaways about technical, process, and change-management hurdles to accelerate similar innovation in attendees’ own organizations; Equip yourself with strategies and real-world examples to advocate for and implement cross-silo AI service enhancements, providing the business case and roadmap to future-proof customer journeys in an increasingly automated, omnichannel landscape.

Panelist(s):

Derek Top, Principal Analyst & Research, Opus Research

Ian Jacobs, Vice President & Lead Analyst, Opus Research

Ian Felder, Director of Product Marketing, Genesys

03:00 pm – 03:25 pm

How IHG Hotels & Resorts Checked Out of Legacy Systems and Into a Modern Customer Experience with Sinch and Genesys ​ Speaker(s): Mary Henderson, IHG Ho

Genesys Spotlight Session

For global hospitality leader IHG Hotels & Resorts, a legacy contact center meant mounting security risks and a block on innovation. With agents battling fraud and legacy carriers unable to support a modern cloud environment, IHG needed a major upgrade.

Join IHG, Sinch, and Genesys to learn how they successfully migrated IHG’s global operations to a secure, cloud-native contact center. In this 25-minute session, discover how Sinch acted as the central communications partner, enabling IHG to:

  • Integrate seamlessly with Genesys Cloud CX in AWS, displacing legacy carriers.
  • Combat fraud by integrating a voice security shield to protect customer data.
  • Solve critical technical hurdles where other carriers failed, including custom SIP-REFER functionality.
  • Expand beyond voice with messaging APIs for secure payments and surveys.

Speaker(s): 

  • Mary Henderson, Head of Contact Center Technology, IHG Hotels & Resorts
  • Julia Fraser, Head of Americas, Sinch
  • Michael Logan, Strategic Director Innovation, Genesys

12:00 pm – 04:00 pm

Expo: Genesys Booth #607

Stop by Booth #607 to experience a live demo, meet our experts, and learn how Genesys can elevate your customer experience.

Genesys Voices Shaping the Future of CX

Ryan Rivera

Ryan Rivera

Product Marketing Director, AI & WEM, Genesys

Product and marketing leader with a passion for delivering exceptional customer experiences. From leading product-led growth teams to shaping narratives that translate technical detail to business value.

Ian Felder

Ian Felder

Director, Product Marketing, Genesys

With more than 20 years of experience spanning SaaS, digital innovation, and customer experience, Ian specializes in shaping strategic narratives that help CX leaders better understand and activate the value of their data.

Michael Logan

Michael Logan

Strategic Director Innovation, Genesys

Brian Spencer

Brian Spencer

Vice President, Solution Consulting, Genesys

CX enthusiast who has invested over 25 years in delivering the world's best experiences. He has led sales, solutions consulting, marketing, product management, and executive functions.

Caesars Forum

CAESARS FORUM, S Koval Ln, Las Vegas, NV, USA

Get directions
Agentic ai in practice 824×528 px

AI in Action: Experience Orchestration at Work

Discover how Genesys is helping organizations of all sizes deliver empathetic, personalized experiences at scale, bringing the future of CX to life.

Get started today