Frequently Asked Questions

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What and where is Xperience?

Xperience gives you a chance to discover emerging technologies, talk with peers and explore the future of customer experience. In the process, you’ll learn to make every moment count and get ready to take customer experience to new heights.

The conference takes place at The Gaylord Palms Resort & Convention Center in Orlando, Florida, November 17 – 20, 2020.

Why should I attend Xperience?

Xperience 2020 is all about enabling you to take the next big step. Your team is looking to you for answers and Xperience 2020 will provide them. Hear from experts, attend sessions, talk to peers, meet with Genesys partners and see live demos. In three days you’ll get everything you need to transform your organization.

I am currently registered for the original Xperience 2020 dates, May 18-21, 2020. Do I need to re-register for the new dates?

We will automatically transfer your registration to the new conference dates, November 17-20, 2020.

What if I am unable to attend the new Xperience 2020 dates? Will I be reimbursed?

Yes. Please contact [email protected] and you will be refunded in full without any fees or penalties.

Do you offer group discounts?

We do. Discount options are available to those with five or more members in the group. All attendees must be registered at the same time to receive the discount. Just check “register another” until all six have been entered into the system.

How do I modify an existing registration?

Contact [email protected].

What is the registration cancellation policy?

Our policy and refunds by timeframe can be found here. Please note: All cancellations must be made in writing and sent to [email protected].

If I cancel my Xperience registration, can I transfer my hotel reservation to another attendee?

Hotel reservations are not transferable. The substituting attendee will need to complete a new hotel reservation.

Who do I contact with questions regarding a U.S. visa or receiving an invitation letter?

Contact [email protected].

Which airport is the closest to the Xperience venue?

The Orlando International Airport (MCO) is the closest airport, located approximately 20 miles (25 minutes) from the Gaylord Palms Resort & Convention Center.

Will shuttle busses be provided?

Airport shuttles are not provided from the Orlando International Airport to the Gaylord Palms Resort & Convention Center. Estimated taxi fare is approximately $53 USD one way. Lyft and Uber are available.

Are there special hotel rates for Xperience?

There are a limited number of rooms at the discounted rate at the Gaylord Palms Resort & Convention Center. Room rates and a booking link can be found on the Travel page.

How do I book a hotel room at The Gaylord Palms for Xperience or make changes to an existing reservation?

Online hotel bookings for Xperience can be made during your initial registration. If you wish to add a hotel at a later date, you can access the booking link through your registration confirmation email. To update your reservation, you can log in through the Gaylord Palms booking link with your confirmation number. Simply click on “Existing Reservations”, enter your confirmation number and last name to access the reservation. You can also contact the Gaylord Palms directly at 407-586-0000. Please note: Xperience housing has a limited number of rooms at a discounted rate on a first-come, first-served basis.

What is the hotel cancellation policy?

If you reserved a room via the Xperience registration process, cancellations must be made according to the hotel’s cancellation policy — between two weeks and five days prior to arrival, depending on the hotel. Failure to do so will incur a penalty equal to the cost of one night’s room and tax.

Note: All hotels will charge a deposit to the credit card on file prior to arrival, which will be refunded if you cancel within the specified time.

Can I book multiple rooms on my registration for myself and a colleague?

Yes. However, you can only book one room at a time. If you desire multiple rooms, simply repeat the room registration process a second (or third) time.

What if I don’t check in on my scheduled arrival date?

If you don’t check in to your hotel on your scheduled arrival date, the hotel will cancel your entire reservation and can choose not to reinstate your reservation — even if you arrive the next day. You will also be charged a penalty equal to the cost of one night’s room and tax, regardless of whether or not the hotel chooses to reinstate your reservation.

Can I make a hotel reservation through Xperience registration without a credit card to guarantee my reservation?

No. All hotel reservations must be guaranteed with a valid credit card.

Is a hotel deposit required to guarantee a room?

Yes. All hotels require a one-night deposit as guarantee. The credit card used to make your hotel reservation will be charged the equivalent of one night’s room plus tax after the hotel cutoff date.

Can I pay the hotel with a different credit card than the one I provided when I reserved the room?

Yes, as long as you are the cardholder for the credit card you present at the time of check-in.

Will I receive a confirmation number after booking my hotel?

Yes. You will receive a hotel confirmation number once you complete your hotel booking. If you do not, please contact the hotel directly. You don’t need the confirmation number to check in, only a valid government-issued ID.

Can I pay the hotel with a card that was provided when I reserved the room, which is not in my name?

If the card used as a guarantee for your hotel reservation is not in your name, that cardholder must be present at check-in. A credit card authorization form can also be set up with the hotel prior to your arrival. Please contact the hotel directly to obtain a credit card authorization form using the information found here.

Can I contact the hotel directly to make a hotel reservation and receive the discounted Xperience rate or change my existing reservation?

No. To obtain the discounted Xperience rates, all reservations and changes to reservations must be made through the hotel links provided on the Travel page.

How much does parking cost at the Gaylord Palms Resort & Convention Center?

Overnight self-parking fee: $26 USD daily
Overnight valet parking: $38 USD daily

Who should I contact to request auxiliary aids and services?

There is a section on the conference registration form for accessibility requirements. Please indicate “Yes” in this section upon registering or email us at [email protected]. A member of our team will contact you to discuss your needs.

Who should I contact if I have special dietary needs or allergies?

There is a section on the conference registration form for special requests. Please complete this section upon registering.

When can I pick up my badge?

Badges will be available for pick-up at the Xperience registration desk beginning on November 17th. Specific hours will be posted soon.

Will meals be provided at Xperience?

Breakfast and lunch will be provided during the event for full conference attendees. Food is also available at official Xperience evening events. To conserve resources, we’re minimizing water-intensive products like single-use plastic water bottles. Locations and times will be posted on the Xperience mobile app.

Are group meeting spaces provided at Xperience?

Meeting space at Xperience is very limited. There are open collaboration spaces throughout the property, but no meeting rooms are available for rental.

What is the recommended attire for the conference?

Attire for Xperience is business casual.

The most up-to-date information on Xperience sessions can be found here.

Are speaking opportunities available?

If you’re interested in speaking at Xperience, please submit your story by completing the nomination submission form. All submissions must be received by August 31, 2020. If you’re selected, you’ll be notified the week of September 8th and receive a complimentary conference pass. Contact [email protected] with questions.

Are there partnership opportunities?

Yes. Visit our sponsorship page for more information.

Is there a press contact for Xperience?

Yes. If you’re a member of the press and would like to cover Xperience on-site or prior to the conference, please email [email protected] or [email protected].

Can I get one-on-one time with speakers?

Absolutely. Xperience is committed to providing an intimate experience where you can interact with speakers and attendees alike. Once the app is available you can friend attendees and speakers — and schedule times to meet one-on-one.

Do you have a mobile app for Xperience?

Yes! The Xperience mobile app download instructions will be announced at a later date.

What if I still have unanswered questions about Xperience?

For more information, please contact [email protected]

By entering the event premises, you waive all rights you may have to any claims for payment or royalties in connection with any exhibition, streaming, webcasting, television or other publication irrespective of whether a fee for admission or sponsorship is charged. You also waive any rights to inspect or approve any photo, video or audio recording taken by Genesys or the person or entity designated to do so by Genesys.

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