Genesys Community Day

Speaker: Osen Akkemik, Genesys

Customer expectations are rising fast—and meeting them means moving beyond service to orchestrated, human-centric experiences. In this session, we introduce the five levels of Experience Orchestration, a framework for evolving from reactive service to intelligent, predictive engagement.

Explore how AI is reshaping CX and learn how to link each stage of maturity to measurable business value. Discover how to drive loyalty, efficiency, and growth by shifting from transactional interactions to orchestrated experiences that deliver real impact.

Speaker: Keith Fulford and Lauren Miller, Genesys

Navigating the Future of CX in the Medtech Industry: The Modern Coloplast Contact Center (MC3)

Liz Lagrimas, a CX professional at heart, dives into the heart of her presentation, emphasizing the importance of modern contact centers as the frontline of customer engagement. She shares how customer expectations have shifted dramatically in recent years, particularly in the MedTech sector, where consumers and health care professionals demand not only efficiency but also empathy and modern technology solutions. Liz highlights that the modern contact center must evolve into a strategic partner in delivering exceptional customer experiences, rather than just a reactive support system.

Speaker: Liz Lagrimas, Coloplast

Welcome to the era of Agentic AI​

• Agentic AI is built to act on its own — it understands goals, makes decisions, and takes action to drive outcomes, all without constant human input.​
• ​Unlike AI solutions in use today, which executes on fixed rules and stick to scripts, agentic AI adapts in real time and figures out the best next step based on context, and goals or outcome​
• ​Guardrails are at the heart of Genesys agentic AI—ensuring it’s always safe, responsible, and aligned to your business goals.

We will outline the path forward for 2025 and 2026 from a Nordic perspective and explore how to apply this approach within our market.

Speaker: Joakim Skalberg & Niklas Rosendahl, Genesys

Lovely lunch will be served at Operaterassen.

From Zero to Efficiency: Accelerating Customer Service with Genesys Cloud

We started our Genesys Cloud journey earlier this year with no larger experience, and in just a few months we’ve transformed how we handle customer interactions.

In this session, We’ll share how we approached the adoption, the challenges we faced, and the quick wins that drove efficiency across our customer care operations. You’ll get practical insights into what worked, what didn’t, and how we are setting ourselves up for long-term success. Whether you’re just getting started or looking to optimize, this session will give you a real-world perspective on adopting Genesys Cloud effectively.

Speaker: Tomas Petersson, Elkjøp Nordic

See how you can reduce human orchestration and back office effort to maintain the promises you make to your customers. Never let internal processes become a reason a customer has a negative experience. Go from internal SLAs to customer facing promises in every part of the organization.

Speaker: Marc Sassoon, Genesys

Discussion of relevant topics with Genesys customers.

Speaker: Osen Akkemik, Genesys and Genesys Customers

Speaker: Osen Akkemik, Genesys

Continue your conversations from the day in a nice setting, enjoying drinks and some tasty finger food!