September 25, 2024 | Toronto, Canada | Shangri-La Hotel
*Registration is closed.
October 1, 2024 | Orange County, California | Marriott Irvine Spectrum
*Registration is closed.
October 15, 2024 | Chicago, Illinois | InterContinental Hotel
September 25, 2024 | Toronto, Canada | Shangri-La Hotel
*Registration is closed.
October 1, 2024 | Orange County, California | Marriott Irvine Spectrum
*Registration is closed.
October 15, 2024 | Chicago, Illinois | InterContinental Hotel
Please be sure to add @email.genesys.com to your safe sender list to ensure successful email delivery of all communications about this event.
Partner attendance is welcomed for sponsors only. Please contact ludy.morales@genesys.com to discuss sponsorship package opportunities.
In the meantime, experience the Genesys Cloud CX™ platform through this self-guided tour.
We’re taking the best of our flagship event, Xperience 2024, on the road and coming to a location near you in Toronto, Orange County and Chicago. Register now to meet your peers and learn from industry experts and customers. Your future accelerated will showcase how empathy, AI and automation create outstanding experiences for your customers and employees.
Whether you’re new to Genesys or an existing customer, this free one-day conference is packed with topics to help you.
It’s more important than ever that organizations deliver seamless, AI-powered customer experiences. Join us at a location near you to gain actionable tactics you can implement in weeks, not months, to accelerate business for the coming year.
This event is complimentary.
08:00 AM – 09:30 AM
Location: InterContinental, 7th floor
Kickstart your Xperience with breakfast and networking with our sponsors.
09:30 AM – 10:45 AM
Location: Grand Ballroom, 7th floor
With unprecedented opportunities in the experience economy, AI is the strategic imperative to scale to the expectations of customers and employees. Genesys Cloud is the only platform purpose-built to help raise your level of experience orchestration to meet this moment with the seamless coordination of technology, interactions, and touchpoints. We’ll guide you through the latest in Genesys Cloud innovation, including AI-powered Copilots, employee experiences and orchestration tools to see what’s next for the future of CX.
Speaker: Merijn te Booij, General Manager, Workforce Engagement Management, Genesys
10:45 AM – 11:15 AM
Location: Empire Ballroom, 7th floor
Enjoy a quick networking break and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
11:15 AM – 11:45 AM
Breakout 1: Discover Genesys Cloud AI
Location: Grand Ballroom, 7th floor
Today, there are dozens of AI vendors all vying for your attention – it’s a challenge to separate the noise from the true expertise that will deliver the results your business is looking for. At this session, learn how Genesys builds AI differently, and what our “secret sauce” will mean for your customers and your business.
Speaker: Rahul Garg, VP, Product, AI and Self Service, Genesys
Breakout 2: Discover Genesys Cloud Journey Management
Location: Armstrong, 11th floor
Discover the power of the new Genesys Cloud Journey Management, an end-to-end solution for understanding customer journeys at scale. Learn to visualize journey flows, analyze interactions and equip your business with actionable insights to drive better journey outcomes. Gain deep insights across digital and voice channels — leveraging real-time and historical data analysis for continuous experience enhancements.
Speakers: Jane Hendricks, Product Management Director, Genesys and Cristina Vargas, Product Marketing Manager, Genesys
Breakout 3: Elevating value across your contact center teams
Location: Hemingway North, 11th floor
Hear about the future of workforce engagement management and how it supports new trends in employee experience. Find out how to create a more engaged and high-performing team by transforming processes, behaviors and metrics to fully realize your employees’ potential.
Speakers: Robert Beasley, Senior Director, Strategic Solutions, Genesys
Breakout 4: Verizon: Securing your customer interactions to build trust and empathy
Location: Hemingway South, 11th floor
Voice calls are viewed as the safest, most trustworthy means of connecting, especially when sensitive information is involved. Social engineering scams are evolving rapidly, posing significant risks to businesses and customers alike. These sophisticated attacks exploit human psychology, making them particularly dangerous and difficult to detect. Learn how to protect your customers data and the reputation of your brand.
Speaker: Christopher LaBarbera, Business Innovation Consultant, Verizon
12:00 PM – 12:30 PM
Breakout 1: CX Cloud from Genesys and Salesforce: Streamline your CX transformation
Location: Grand Ballroom, 7th floor
Delivering on the high expectations of today’s experience economy requires unifying customer experience, workforce management and CRM systems like never before. In this session, we’ll detail our jointly offered solution and recent enhancements; deep dive into the technical architecture and roadmap; and discuss how our artificial intelligence technologies come together. You’ll learn how Genesys and Salesforce can consolidate and transform your CX tech stack and hear strategies for boosting workforce productivity and customer loyalty.
Speaker: Jack Nichols, VP, Product Management, Genesys
Breakout 2: Effortless AI: An adoption model for customer experience
Location: Armstrong 11th floor
Adopting AI for CX enhancement isn’t just an option — it’s a necessity. To stand out, companies must adeptly implement AI. However, the challenge lies in leveraging the transformative power of AI and knowing where to begin. Our framework-based approach to AI adoption balances short-term value realization with long-term strategy. In each step of this model, you’ll adopt capabilities that deliver quick returns while laying the groundwork for even greater value later.
Speaker: James Walford, Senior Director, Global Innovation, Genesys
Breakout 3: Impactful AI-enabled solutions in healthcare
Location: Hemingway North, 11th floor
Hear how 650+ health system customers leverage Genesys to drive a better patient, member, and staff experience including: Enhanced patient engagement through multimedia experiences, optimized operational efficiency through workflow efficiencies and care team tools, Data-driven decision making through rich analytics and co-pilot, Adaptability to changing needs through cloud based innovations, Critical EHR and Systems of Record Integrations.
Speaker: Susan DeVito, Senior Industry Executive, Healthcare, Genesys
Breakout 4: Expanding channel-less experiences
Location: Hemingway South, 11th floor
Learn how Genesys is embracing channel-less communication by expanding to public social media interactions and leveraging AI to streamline agent workflows and efficiencies across different mediums. Also, hear about recent improvements made to digital channels, from email to mobile apps.
Speaker: Michael Logan, Strategic Director, Global Innovations, Genesys
12:30 PM – 01:45 PM
Location: Renaissance Ballroom, 5th floor and Empire Ballroom, 7th floor
Enjoy lunch with your peers and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
01:45 PM – 02:30 PM
Location: Grand Ballroom, 7th floor
Genesys customers and partners will showcase how AI-Powered Experience Orchestration has transformed the way they do business. Hear directly from your peers on how to get the most from cloud transformation and scale business impact with the latest AI technology.
Speakers: Janelle Dieken, SVP, Customer Engagement and Advocacy, Genesys, Aron Meyer, Portfolio Management, Digital Workplace, Unisys and Mahendra Sharma, Director IT, Customer Care Technology Delivery, Product & Technology, Alight Solutions
02:45 PM – 03:15 PM
Breakout 1: Mastering the value of WEM in six steps
Location: Grand Ballroom, 7th floor
In today’s fast-paced world, exceptional customer experiences depend on a highly engaged and efficient workforce. Discover how to address key challenges and maximize the value of your workforce engagement management solution with six straightforward steps that lead to major business benefits.
Speaker: Natalia Abad, Sr. Product Marketing Manager, Genesys and Faye Lopez, Innovations Solution Lead, Genesys
Breakout 2: Effortless AI: An adoption model for customer experience
Location: Armstrong, 11th floor
Adopting AI for CX enhancement isn’t just an option — it’s a necessity. To stand out, companies must adeptly implement AI. However, the challenge lies in leveraging the transformative power of AI and knowing where to begin.
Our framework-based approach to AI adoption balances short-term value realization with long-term strategy. In each step of this model, you’ll adopt capabilities that deliver quick returns while laying the groundwork for even greater value later.
Speaker: James Walford, Senior Director, Global Innovation, Genesys
Breakout 3: The Genesys Cloud platform: Overcome migration obstacles to unleash AI-powered innovation
Location: Hemingway North, 11th floor
Moving to the cloud? This one’s for you. Discover what cloud-native tech is fueling digital, artificial intelligence, journey management and workforce engagement management innovation. Learn about the most common technical challenges companies face when moving to the cloud. Make it personal by sharing your top concerns; you’re likely not alone. One of our star solution architects will briefly discuss these areas to show how to overcome certain obstacles standing between you and your future with Genesys Cloud. Experts will be around after the session to continue the discussion, and you’ll likely meet some peers who can help, too.
Speakers: Roe Jones, Product Marketing Director, Genesys and Rian Logan, Senior Solution Architect, Genesys
03:30 PM – 04:00 PM
Breakout 1: Financial Services: Fresh insights, dynamics and trends
Location: Grand Ballroom, 7th floor
Domains such as Wealth Management, Lending, Mortgage and other high-touch Financial Services face unique challenges in a competitive and complicated market. Learn how Financial Services Institutions are using Genesys AI to compete and thrive in these areas.
Speakers: David Porter, Managing Director, Global Banking Industry, Genesys
Breakout 2: Exploring the possibilities of AI for your business
Location: Hemingway North, 11th floor
This session will explore the tangible benefits of AI for your business, focusing on practical applications such as democratizing knowledge, automating interactions, targeting the right resources, and optimizing performance through measurable outcomes.
Through group discussions, participants will share insights, learn from peers, and explore how to apply AI effectively. The session will provide actionable strategies for integrating AI into your operations, helping you harness its potential to drive efficiency and innovation.
Speakers: Michael Logan, Strategic Director, Global Innovations, Genesys
Breakout 3: Employee experience roundtable: Exploring how EX improves CX
Location: Hemingway South, 11th floor
Join your peers and share insights across your employee experience journey and the significance it holds for your business. Engage in an open discussion about how employee experience drives exceptional customer service and explore the strategies, best practices and tools that are enhancing the impact your employees have on your business.
Speaker: Robert Beasley, Sr. Director, Strategic Solutions, Genesys and Natalia Abad, Sr. Product Marketing Manager, Genesys
04:00 PM – 04:30 PM
Location: Empire Ballroom, 7th floor
Enjoy a quick networking break and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
04:30 PM – 05:15 PM
Location: Grand Ballroom, 7th floor
As the artificial intelligence (AI) revolution continues to reshape customer experience (CX), businesses face both unprecedented opportunities and complex challenges. In this closing panel, we bring together leading experts from Genesys and the broader AI community to explore the future of CX in the age of AI. Drawing from proprietary research and real-world examples, this session will address the most pressing issues facing CX practitioners, debunk the hype and provide tangible strategies for navigating your organization’s AI journey. Join us for an insightful discussion on how to move beyond the noise, accelerate AI adoption and position your business for long-term success.
Speakers: Ginger Conlon, Thought Leadership Director, Genesys, James Walford, Senior Director, Global Innovation, Genesys, Ray Wang, Founder and Principal Analyst, Constellation Research and Anthony Downing, Managing Director, Deloitte
05:15 PM – 06:15 PM
Location: Empire Ballroom, 7th floor
Aron Meyer
Digital Workplace Solutions Architect, Unisys Corporation
Robin Vallango
Vice President, Customer Care Technology- Delivery, Product & Technology, Alight Solutions
Mahendra Sharma
Director IT, Customer Care Technology Delivery, Product & Technology, Alight Solutions
Ray Wang
CEO, Constellation Research Inc.
Anthony Downing
Managing Director, Deloitte
Christopher LaBerbera
Senior Innovation Principal, Verizon
Merijn Te Booij
General Manager, Workforce Engagement Management, Genesys
Janelle Dieken
Senior Vice President, Customer Engagement & Advocacy, Genesys
Jack Nichols
Vice President, Product Management, Genesys
Rahul Garg
Vice President, Product, AI & Self Service, Genesys
Tara Mahoney
Vice President, Global Healthcare Industry Practice, Genesys
Rian Logan
Senior Solution Architect, Genesys
Robert Beasley
Senior Director, Strategic Solutions, Genesys
James Walford
Senior Director, Global Innovation, Genesys
Roe Jones
Director, Product Marketing, Genesys
David Porter
Managing Director, Global Banking Industry, Genesys
Susan Devito
Senior Industry Executive, Healthcare, Genesys
Jane Hendricks
Director, Product Management, Genesys
Michael Logan
Director, Strategic Innovation, North America, Genesys
Ian Felder
Director, Product Marketing, Genesys
Ginger Conlon
Director, Thought Leadership, Genesys
Natalia Abad
Senior Manager, Product Marketing, Genesys
Cristina Vargas
Manager, Product Marketing, Genesys
Faye Lopez
Innovations Solutions Lead, WEM, Genesys
This event is complimentary.
09:30 AM – 10:30 AM
Kickstart your Xperience with breakfast and networking with our sponsors.
10:30 AM – 11:45 AM
With unprecedented opportunities in the experience economy, AI is the strategic imperative to scale to the expectations of customers and employees. Genesys Cloud is the only platform purpose-built to help raise your level of experience orchestration to meet this moment with the seamless coordination of technology, interactions, and touchpoints. We’ll guide you through the latest in Genesys Cloud innovation, including AI-powered Copilots, employee experiences and orchestration tools to see what’s next for the future of CX.
11:45 AM – 12:15 PM
Enjoy a quick networking break and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
12:15 PM – 12:45 PM
Breakout 1: Discover Genesys Cloud AI
Today, there are dozens of AI vendors all vying for your attention – it’s a challenge to separate the noise from the true expertise that will deliver the results your business is looking for. At this session, learn how Genesys builds AI differently, and what our “secret sauce” will mean for your customers and your business.
Breakout 2: Elevating value across your contact center teams
Hear about the future of workforce engagement management and how it supports new trends in employee experience. Find out how to create a more engaged and high-performing team by transforming processes, behaviors and metrics to fully realize your employees’ potential.
Breakout 3: Use of AI to address trending challenges in high-touch Financial Services
Domains such as Wealth Management, Lending, Mortgage and other High-touch Financial Services face unique challenges in a competitive and complicated market. Learn how Financial Services Institutions are using Genesys AI to compete and thrive in these areas.
12:45 PM – 01:30 PM
Enjoy lunch with your peers and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
01:30 PM – 02:00 PM
Breakout 1: Expanding channel-less experiences
Learn how Genesys is embracing channel-less communication by expanding to public social media interactions and leveraging AI to streamline agent workflows and efficiencies across different mediums. Also, hear about recent improvements made to digital channels, from email to mobile apps.
Breakout 2: Beyond Boundaries: Enhancing Citizen and Patient Engagement with Genesys
Come hear from Genesys and how their 650+ public services and health systems leverage Genesys to drive a better patient, citizen, and employee experience including: Enhanced citizen engagement through multimedia experiences, Optimized operational efficiency through workflow efficiencies and employee tools, Data-driven decision making through rich analytics and co-pilot, Adaptability to changing needs through cloud based innovations, Critical EHR and Systems of Record Integrations.
Breakout 3: From Challenges to Change: Leveraging AI for Better Business Outcomes in Insurance
Explore the changing dynamics of customer and employee experiences within the insurance industry. Discover how Genesys AI is addressing industry challenges and delivering cutting-edge solutions that enhance interactions for both customers and frontline employees.
02:15 PM – 02:45 PM
Breakout 1: Effortless AI: An AI-adoption model for customer experience
Adopting AI for CX enhancement isn’t just an option — it’s a necessity. To stand out, companies must adeptly implement AI. However, the challenge lies in leveraging the transformative power of AI and knowing where to begin. Our framework-based approach to AI adoption balances short-term value realization with long-term strategy. In each step of this model, you’ll adopt capabilities that deliver quick returns while laying the groundwork for even greater value later.
Breakout 2: Discover Genesys Cloud Journey Management
Discover the power of the new Genesys Cloud Journey Management, an end-to-end solution for understanding customer journeys at scale. Learn to visualize journey flows, analyze interactions and equip your business with actionable insights to drive better journey outcomes. Gain deep insights across digital and voice channels — leveraging real-time and historical data analysis for continuous experience enhancements.
Breakout 3: The Genesys Cloud platform: Overcome migration obstacles to unleash AI-powered innovation
Moving to the cloud? This one’s for you. Discover what cloud-native tech is fueling digital, artificial intelligence, journey management and workforce engagement management innovation. Learn about the most common technical challenges companies face when moving to the cloud. Make it personal by sharing your top concerns; you’re likely not alone. One of our star solution architects will briefly discuss these areas to show how to overcome certain obstacles standing between you and your future with Genesys Cloud. Experts will be around after the session to continue the discussion, and you’ll likely meet some peers who can help, too.
03:00 PM – 03:30 PM
Breakout 1: CX Cloud from Genesys and Salesforce: Streamline your CX transformation
Delivering on the high expectations of today’s experience economy requires unifying customer experience, workforce management and CRM systems like never before. In this session, we’ll detail our jointly offered solution and recent enhancements; deep dive into the technical architecture and roadmap; and discuss how our artificial intelligence technologies come together. You’ll learn how Genesys and Salesforce can consolidate and transform your CX tech stack and hear strategies for boosting workforce productivity and customer loyalty.
Breakout 2: Mastering the value of WEM in six steps
In today’s fast-paced world, exceptional customer experiences depend on a highly engaged and efficient workforce. Discover how to address key challenges and maximize the value of your workforce engagement management solution with six straightforward steps that lead to major business benefits.
Breakout 3: Use of AI to address trending challenges in high-touch Financial Services
Domains such as Wealth Management, Lending, Mortgage and other High-touch Financial Services face unique challenges in a competitive and complicated market. Learn how Financial Services Institutions are using Genesys AI to compete and thrive in these areas.
03:30 PM – 04:00 PM
Enjoy a quick networking break and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
04:00 PM – 05:00 PM
Genesys customers and partners will showcase how AI-Powered Experience Orchestration has transformed the way they do business. Hear directly from your peers on how to get the most from cloud transformation and scale business impact with the latest AI technology.
05:00 PM – 06:00 PM
Vikram Virk
Vice President, IT Operations, Rogers Communications
Robert Allen
Manager, Communication Center Technical Operations, Rochester Regional Health
Heidi Mackenzie
Director, Contact Center, WestJet
Sumanth Nagarathnam
Director, Deloitte Consulting
John Rocca
Director, Technical Product Management, Contact Centre and Collaboration Practices, Bell
Alex Ball
Senior Vice President CCaaS Platform, Genesys
Michael Wiesblatt
Vice President, Sales - Canada, Genesys
Rahul Garg
Vice President, Product, AI & Self Service, Genesys
Tara Mahoney
Vice President, Global Healthcare Industry Practice, Genesys
Inna Ekhaus
Vice President, Product Marketing, Genesys
Jason Alley
Senior Director, Product Marketing, Genesys
Nathalie DeChellis
Senior Director, Product Marketing, Genesys
Annick Duffy
Senior Director, Global WEM Knowledge, Genesys
James Walford
Senior Director, Global Innovation, Genesys
Gordon Sexton
Global Industry Designer, Banking, Genesys
Tony Alonzo
Insurance Lead, Genesys
Arpita Maity-Peschard
Director, Product Marketing, Genesys
Anthony Romero
Director, Product Marketing, Genesys
Jane Hendricks
Director, Product Management, Genesys
Ian Felder
Director, Product Marketing, Genesys
Wayne Lee
Staff Product Manager, Genesys
Sheila Topaloglu
Senior Account Executive, Enterprise, Genesys
Anik Dey
Principal Product Manger, Genesys
David Gussin
Senior Manager, Solution Architect, Genesys
This event is complimentary.
08:00 AM – 09:30 AM
Location: James foyer and Event Lawn
Kickstart your Xperience with breakfast and networking with our sponsors.
09:30 AM – 10:45 AM
Location: James I
With unprecedented opportunities in the experience economy, AI is the strategic imperative to scale to the expectations of customers and employees. Genesys Cloud is the only platform purpose-built to help raise your level of experience orchestration to meet this moment with the seamless coordination of technology, interactions, and touchpoints. We’ll guide you through the latest in Genesys Cloud innovation, including AI-powered Copilots, employee experiences and orchestration tools to see what’s next for the future of CX.
Speaker: Peter Graf, Senior Vice President, Strategy, Genesys
10:45 AM – 11:15 AM
Location: James foyer
Enjoy a quick networking break and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
11:15 AM – 11:45 AM
Breakout 1: Discover Genesys Cloud AI
Location: James I
Today, there are dozens of AI vendors all vying for your attention – it’s a challenge to separate the noise from the true expertise that will deliver the results your business is looking for. At this session, learn how Genesys builds AI differently, and what our “secret sauce” will mean for your customers and your business.
Speakers: Brett Wiegl, Senior Vice President, Product Management, AI, Genesys and James Walford, Senior Director, Global Innovation, Genesys
Breakout 2: Discover Genesys Cloud Journey Management
Location: James II
Discover the power of the new Genesys Cloud Journey Management, an end-to-end solution for understanding customer journeys at scale. Learn to visualize journey flows, analyze interactions and equip your business with actionable insights to drive better journey outcomes. Gain deep insights across digital and voice channels — leveraging real-time and historical data analysis for continuous experience enhancements.
Speakers: Ian Felder, Director, Product Marketing, Genesys and Charles Quincy, Management & Performance Insights, Genesys
Breakout 3: Elevating value across your contact center teams
Location: Grove I
Hear about the future of workforce engagement management and how it supports new trends in employee experience. Find out how to create a more engaged and high-performing team by transforming processes, behaviors and metrics to fully realize your employees’ potential.
Speaker: Robert Beasley, Senior Director, Strategic Solutions, Genesys
Breakout 4: Industry Insights presented by Verizon
Location: Grove II
12:00 PM – 12:30 PM
Breakout 1: CX Cloud from Genesys and Salesforce: Streamline your CX transformation
Location: James I
Delivering on the high expectations of today’s experience economy requires unifying customer experience, workforce management and CRM systems like never before. In this session, we’ll detail our jointly offered solution and recent enhancements; deep dive into the technical architecture and roadmap; and discuss how our artificial intelligence technologies come together. You’ll learn how Genesys and Salesforce can consolidate and transform your CX tech stack and hear strategies for boosting workforce productivity and customer loyalty.
Speaker: Brian Spencer, Product Management Senior Director, Genesys
Breakout 2: Effortless AI: An adoption model for customer experience
Location: James II
Adopting AI for CX enhancement isn’t just an option — it’s a necessity. To stand out, companies must adeptly implement AI. However, the challenge lies in leveraging the transformative power of AI and knowing where to begin. Our framework-based approach to AI adoption balances short-term value realization with long-term strategy. In each step of this model, you’ll adopt capabilities that deliver quick returns while laying the groundwork for even greater value later.
Speaker: James Walford, Senior Director, Global Innovation, Genesys
Breakout 3: Beyond Boundaries: Enhancing Healthcare Patient and Member Engagement with Genesys
Location: Grove I
Come hear from Genesys and how their 650+ health system customers leverage Genesys to drive a better patient, member, and staff experience including: Enhanced patient engagement through multimedia experiences, Optimized operational efficiency through workflow efficiencies and care team tools, Data-driven decision making through rich analytics and co-pilot, Adaptability to changing needs through cloud based innovations, Critical EHR and Systems of Record Integrations
Speaker: Chris Helzerman, Senior Industry Executive, Healthcare, Genesys
Breakout 4: Expanding channel-less experiences
Location: Grove II
Learn how Genesys is embracing channel-less communication by expanding to public social media interactions and leveraging AI to streamline agent workflows and efficiencies across different mediums. Also, hear about recent improvements made to digital channels, from email to mobile apps.
Speaker: Anthony Romero, Product Marketing Director, Genesys
12:30 PM – 01:45 PM
Location: James foyer and Event Lawn
Enjoy lunch with your peers and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
01:45 PM – 02:30 PM
Location: James I
Genesys customers and partners will showcase how AI-Powered Experience Orchestration has transformed the way they do business. Hear directly from your peers on how to get the most from cloud transformation and scale business impact with the latest AI technology.
Spearkers: Nadya Gaskill, Vice President, Genesys Cloud Product Strategy & Operations, Genesys, Harry Folloder, Senior Vice President, Chief Digital & Technology Officer, Alorica, Mark Fleming, Corporate Vice President, Member Experience, SCAN Health Plan, and Vipin Kalra, Lead Cloud Collaboration Engineer, Docusign
02:45 PM – 03:15 PM
Breakout 1: Mastering the value of WEM in six steps
Location: James I
In today’s fast-paced world, exceptional customer experiences depend on a highly engaged and efficient workforce. Discover how to address key challenges and maximize the value of your workforce engagement management solution with six straightforward steps that lead to major business benefits.
Speaker: Katherine Gomez, WEM Innovation Solution Lead, Genesys
Breakout 2: Effortless AI: An adoption model for customer experience
Location: James II
Adopting AI for CX enhancement isn’t just an option — it’s a necessity. To stand out, companies must adeptly implement AI. However, the challenge lies in leveraging the transformative power of AI and knowing where to begin.
Our framework-based approach to AI adoption balances short-term value realization with long-term strategy. In each step of this model, you’ll adopt capabilities that deliver quick returns while laying the groundwork for even greater value later.
Speaker: James Walford, Senior Director, Global Innovation, Genesys
Breakout 3: The Genesys Cloud platform: Overcome migration obstacles to unleash AI-powered innovation
Location: Grove I
Moving to the cloud? This one’s for you. Discover what cloud-native tech is fueling digital, artificial intelligence, journey management and workforce engagement management innovation. Learn about the most common technical challenges companies face when moving to the cloud. Make it personal by sharing your top concerns; you’re likely not alone. One of our star solution architects will briefly discuss these areas to show how to overcome certain obstacles standing between you and your future with Genesys Cloud. Experts will be around after the session to continue the discussion, and you’ll likely meet some peers who can help, too.
Speakers: Ian Greene, Enterprise Architect, Genesys and Jason Alley, Senior Director, Product Marketing, Genesys
Breakout 4: Industry insights presented by C1
Location: Grove II
03:30 PM – 04:00 PM
Breakout 1: Discover Genesys Cloud Journey Management
Location: James I
Discover the power of the new Genesys Cloud Journey Management, an end-to-end solution for understanding customer journeys at scale. Learn to visualize journey flows, analyze interactions and equip your business with actionable insights to drive better journey outcomes. Gain deep insights across digital and voice channels — leveraging real-time and historical data analysis for continuous experience enhancements.
Speakers: Ian Felder, Director, Product Marketing, Genesys and Charles Quincy, Management & Performance Insights, Genesys
Breakout 2: Industry Insights presented by InflowCX
Location: James II
Breakout 3: Employee experience roundtable: Exploring how EX improves CX
Location: Grove I
Join your peers and share insights across your employee experience journey and the significance it holds for your business. Engage in an open discussion about how employee experience drives exceptional customer service and explore the strategies, best practices and tools that are enhancing the impact your employees have on your business.
Speakers: Robert Beasley, Senior Director, Strategic Solutions, Genesys and Katherine Gomez, WEM Innovation Solution Lead, Genesys
Breakout 4: Exploring the possibilities of AI for your business
Location: Grove II
04:00 PM – 04:30 PM
Location: James foyer
Enjoy a quick networking break and meet Genesys experts and partners to learn more about the Genesys AI-Powered Experience Orchestration platform.
04:30 PM – 05:15 PM
Location: James I
As the artificial intelligence (AI) revolution continues to reshape customer experience (CX), businesses face both unprecedented opportunities and complex challenges. In this closing panel, we bring together leading experts from Genesys and the broader AI community to explore the future of CX in the age of AI. Drawing from proprietary research and real-world examples, this session will address the most pressing issues facing CX practitioners, debunk the hype and provide tangible strategies for navigating your organization’s AI journey. Join us for an insightful discussion on how to move beyond the noise, accelerate AI adoption and position your business for long-term success.
Speakers: Greg Thomas, Senior Director, Thought Leadership, Genesys, Brett Weigl, Senior Vice President, Product Management, AI, Genesys, John Gamberoni, Managing Director, Accenture and Liz Miller, Vice President and Principal Analyst, Constellation Research
05:15 PM – 06:15 PM
Location: Event lawn
Mark Fleming
Corporate Vice President, Member Experience, SCAN
Harry Folloder
Senior Vice President, Chief Digital & Technology Officer, Alorica
Vipin Kalra
Lead Cloud Collaboration Engineer, Docusign
Liz Miller
Vice President and Principal Analyst, Constellation Research Inc.
John Gamberoni
Managing Director, Accenture
Peter Graf
Senior Vice President, Strategy, Genesys
Alex Ball
Senior Vice President CCaaS Platform, Genesys
Brett Weigl
Senior Vice President, Product Management, AI Genesys
Nadya Gaskill
Vice President, Genesys Cloud Product Strategy & Operations, Genesys
Katherine Gomez
WEM Innovation Solution Lead, Genesys
Mark Stanley
Senior Industry Executive, Healthcare, Genesys
Chris Helzerman
Senior Industry Executive, Healthcare, Genesys
Ian Greene
Enterprise Architect, Genesys
Robert Beasley
Senior Director, Strategic Solutions, Genesys
Greg Thomas
Senior Director, Thought Leadership, Genesys
Jason Alley
Senior Director, Product Marketing, Genesys
Brian Spencer
Senior Director, Product Management, Genesys
James Walford
Senior Director, Global Innovation, Genesys
Charles Quincy
Senior Director, Product Manager - Journey Management & Performance Insights, Genesys
Ian Felder
Director, Product Marketing, Genesys
Anthony Romero
Director, Product Marketing, Genesys
Tim Friebel
Director, Global AI & Innovation Value, Genesys
Michael Logan
Director, Strategic Innovation, North America, Genesys
Please contact us and a member of the Genesys events team will respond.
