From Legacy to Leading Edge: How Kaplan North America Transformed Student & Customer Support with AI-Powered CX

Are you struggling with outdated contact center technology? Wondering how AI can actually deliver real business results—not just hype?

Kaplan North America faced the same challenges. They took the bold step to migrate from on-premises infrastructure to Genesys Cloud, and the results speak for themselves: streamlined operations, smarter AI-driven interactions, and measurably better customer experiences.

Wednesday, March 25th, 2026 at 12:00 pm Eastern

Join Bill Boga, Executive Director of Contact Center Strategy & AI Transformation at Kaplan North America, and Michael Logan, Strategic Director of Innovation at Genesys, for an honest conversation about:

  • The Real Migration Story – Lessons learned, challenges overcome, and what they’d do differently
  • AI That Actually Works – How Kaplan is using AI capabilities and real-time analytics to optimize every customer journey
  • Measurable Business Impact – The efficiency gains, cost savings, and customer satisfaction improvements they’re achieving
  • Your Roadmap Forward – Practical takeaways you can apply to your own CX transformation

During this live forum you’ll be able to engage and ask questions. You are welcome to participate.  

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Meet the speakers

Michael Logan

Michael Logan

Strategic Director of Innovation, Genesys

Bill Boga

Bill Boga

Executive Director, Contact Center Strategy & AI Transformation, Kaplan NA