October 1, 2025 09:00

Genesys Community Day

Name: Genesys Community Day Stockholm 2025
Start: 2025-10-01T09:00:00
End: 2025-10-01

Stockholm, Sweden

This is an exclusive, invite-only event tailored for our customers. We look forward to seeing you at Operaterassen!

Operaterrassen Möten & Event, Karl XII:s torg, Stockholm, Sweden

Get directions

Register by EOD September 16

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Thank you for registering for our event. Be on the lookout for an email from “liona.islamian@genesys.com”

Genesys reserves the right to cancel any registration as needed.

This special event is designed to bring together our Swedish and Norwegian Genesys customers for a day of connection, inspiration, and shared learning. Expect discussions, valuable insights, and the chance to build meaningful relationships with peers across the region.

This year’s theme: Agentic AI and the Road Ahead to 2026. We’ll explore how Agentic AI is reshaping customer experience—moving beyond passive automation to proactive, adaptive engagement.

Don’t miss our featured speakers, see agenda below.

Got a question? Email liona.islamian@genesys.com

Location map: Operaterassen, Stockholm

Agenda

Wednesday, 01 October 2025

08:30 – 09:00

Registration opens

09:00 – 09:10

Welcome!

Speaker: Osen Akkemik, Genesys

09:10 – 10:00

Genesys Vision & CX Trends 2026: Unlocking Business Value in the Experience Economy

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: Lauren Miller, Genesys

10:00 – 10:30

Customer Case 1: Coloplast

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

10:30 – 11:00

Coffee Break

11:00 – 12:00

Agentic AI & the way forward 2026

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

12:00 – 13:00

Lunch

Lovely lunch will be served at Operaterassen.

13:00 – 13:30

Customer Case 2: Elkjøp Nordic (Elgiganten)

Speaker: Tomas Petersson & Jonas Håkansson, Elkjøp Nordic

13:30 – 14:15

Work Automation – CX Process Orchestration and Cases

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

15:00 – 15:30