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St. Regis Deer Valley, Park City, UT

Thank you for registering for the Genesys CX Leadership Summit November 7 – 10, 2022, at the St. Regis Deer Valley, Park City, UT. We look forward to seeing you there! Please reach out to [email protected] with any questions.

Due to the exclusive nature of this event, this invitation is being extended to you personally. Completing this form does not guarantee your event acceptance. This invitation is non-transferable without approval from Genesys.

Accelerate your CX innovation strategy for 2023

Customer Experience business leaders face daunting new challenges when it comes to providing a full, omnichannel, end-to-end customer journey. The Genesys CX Leadership Summit is designed to advance your knowledge in the latest industry trends and innovations while exploring how the current economy and cultural shifts will impact CX in the future. Join this exclusive community of CX leaders November 7-10 to fast track your CX digital transformation journey.

Putting customers, and employees, at the center of CX orchestration is a critical component to better managing the end-to-end customer journey and the overall the success of your business. But this isn’t the only one that matters.

The Genesys CX Leadership Summit is the event where you will learn the latest industry trends and innovations from leading analysts and thought leaders while exploring how the current economy and cultural shifts will impact CX in the future.

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The summit provides the chance to engage with peers who have recently undergone changes to their CX orchestration, and have open, frank conversations about ‘lessons learned’ and what they would do differently if they were doing it again. You will also participate in peer to peer think tank sessions on topics important to you and your CX journey to drive a better customer experience for your business.

We’ve structured the event to maximize your ability to:

Fastrack your CX digital transformation journey and get a head start on your strategy going into the new year

Expand your CX network with new peer, analyst and influencer relationships, plus get face time with Tony Bates and the Genesys executive leadership team

Learn the latest trends and innovations direct from leading analysts, influencers and other industry experts

Take part in peer discussions on topics important to you and your organization’s CX journey. Have open, frank conversations about ‘lessons learned” from those who have ”been there, done that”

Have a little bit of fun. We’ve got a number of ‘off the clock’ activities planned to help you connect with your peers in a recreational setting in beautiful Deer Valley, Utah


We are hard at work creating a meaningful, discussion-based agenda full of value for you. Explore the timeline below and check back soon for full session details. Agenda is subject to change.

Monday, 07 November 2022

06:00 pm – 07:00 pm

Welcome Reception

07:00 pm – 09:00 pm


Tuesday, 08 November 2022

08:00 am – 09:00 am


09:00 am – 09:30 am

Welcome & Introductions

09:30 am – 10:15 am

The Experience Index: Measuring Success in the Experience Economy

Quality experiences are more important than ever. With competition just one click away, superior experiences are a growth engine and the best protection from product displacement. The old measures of success are increasingly irrelevant. Companies need people-centric metrics to understand how people really feel about their experiences and how to deliver exactly what people value. Until recently there were no such methods, so we created the Genesys Experience Index, a data-driven recommendation engine that shows companies how to improve customer, partner and employee experiences based on what people find important. It’s a new way of measuring any experience along the customer journey. Join us to learn how the Genesys Experience Index works to transform experiences for Genesys employees, customers and partners.

10:00 am – 10:45 am

Customer Experience & Journey Orchestration

Customers and employees want to be delighted with smooth, effortless, personalized experiences, not only while interacting in the contact center, but before they get there and after they leave. This full visibility underpins an enduring focus on connected data and the delivery of empathy across all experiences. Learn how customers are delivering frictionless familiarity in every customer experience today and the power of the platform to support digital empowerment and deliver effortless innovation.

10:45 am – 11:30 am

Customer Story

Featuring Jamie Gladson, Director, Global Information Systems, Consumer Services Technology at Whirlpool Corporation

11:45 am – 12:45 pm


12:45 pm – 01:30 pm

Customer Story

01:30 pm – 02:00 pm

Economic Outlook, Employee Experience & Optimization

02:00 pm – 02:45 pm

Empathy in Action with Tony Bates

Join Genesys CEO Tony Bates for a thoughtful discussion on empathy and the importance of employee experience in delivering superior customer experience. In this session, we’ll explore how consumer and employee expectations are changing and the right approach to achieving success in the experience economy. We’ll discuss how organizations can develop actionable systems of empathy; where organizations are along the path to becoming empathy-centric, and the biggest gaps to reaching their goals.

02:45 pm – 03:00 pm


03:00 pm – 04:00 pm

CX Leadership Panel

04:00 pm – 06:00 pm

Free/Personal Time

06:00 pm – 08:00 pm


Wednesday, 09 November 2022

08:00 am – 09:00 am


09:00 am – 09:15 am

Welcome – Day Two

09:15 am – 10:15 am

Roundtable Discussion Breakouts

10:15 am – 11:00 am

Analyst & Influencer Panel

11:00 am – 11:15 am


11:15 am – 12:00 pm


12:00 pm – 01:00 pm


01:00 pm – 01:30 pm

Free Time

01:30 pm – 05:00 pm

Offsite Activities (Optional)

06:00 pm – 08:00 pm

Dinner (Optional)

Thursday, 10 November 2022

08:00 am – 09:00 am

Breakfast (Optional)

09:00 am


PLEASE NOTE: We understand your time is valuable. If you need to leave the event early, we’ve structured the schedule so that the offsite activities and dinner on Wednesday afternoon and evening are optional. If you are able to join us however, we promise you’ll get tremendous value out of this unstructured time with your peers.


Check back soon for a full list of speakers, including analysts, influencers and CX leaders.

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Tony Bates

Chairman and CEO, Genesys

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Peter Graf

Chief Strategy Officer, Genesys

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Brian Swartz

Chief Financial Officer, Genesys

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Scott Cravotta

EVP, Customer Success, Genesys

Elcenora martinez@2x
Elcenora Martinez

Global Vice President, Digital, AI & Cloud Product Marketing, Genesys

Sheila McGee-Smith

President & Principal Analyst at McGee-Smith Analytics

jamie Gladson
James Gladson

Director, Global Information Systems, Consumer Services Technology, Whirlpool

Frequently asked questions

Are all expenses paid for?

All expenses are covered apart from airfare and any personal incidentals. This includes transportation between the Salt Lake City airport and Deer Valley, accommodations, meals, and offsite activities.

How and when should I book my flight?

You may book your flight as soon as your registration is confirmed. Our events team will reach out to you with additional agenda details to give you a better idea of when to fly in and out.

What are the offsite activities?

You will have an opportunity to choose from a list of offsite activities shortly after registration. These will include a variety of leisure group activities taking place off of the property. Think fly fishing and glass blowing for inspiration.

What happens after I register?

Soon after registration, you will receive a confirmation email from our events team. That will be followed by a form where you can provide travel details and dietary restrictions as well as select your group discussion topics and offsite activity.

What if I have additional questions?

Please email [email protected] with any questions and a member of the team will get back to you.

St. Regis Deer Valley Resort

The Genesys CX Leadership Summit will take place at the world-renowned St. Regis Deer Valley. This AAA Five Diamond mountainside retreat has access to a world of year-round outdoor sports in the vibrant town of Park City.

Amenities also include the 14,000 square-foot Remède Spa, a 3,000 square-foot fitness facility overlooking a year-round, outdoor, bi-level pool flanked with hot tubs with serene mountain views. The St. Regis signature butler service and twice daily housekeeping service provides guests with a blend of comfort and convenience.

With its modern, mountain-lodge architecture, breathtaking views, unparalleled service and distinctive gourmet cuisine, The St. Regis Deer Valley delivers uncompromising luxury and serves as one of Park City’s premier destination resorts.

Genesys will book all accommodations on your behalf.

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