Hear the latest on
AI-Powered Experience Orchestration

Visit the registration desk to pick up your badge, then head into Orchestrators Hall to enjoy breakfast and connect with sponsors.

We’ll kick off the day and hear news about Genesys in Canada.

Join us as we explore how Genesys is defining the next era of CX through experience orchestration, empowering you to deliver extraordinary journeys for both your customers and employees. Discover our bold vision and strategic roadmap to agentic AI, through the groundbreaking Levels of Experience Orchestration.

The next era of customer experience won’t be shaped by automation alone, but by autonomy. In this keynote, we showcase how the Genesys Cloud™ platform is redefining customer experience through a new wave of innovation powered by agentic AI. 

A moderated fireside chat highlighting customer perspectives and real-world success stories, delivered through individual conversations with leaders from Scotiabank and NBC.

The next evolution of the customer experience ecosystem won’t be powered by more APIs — it will be powered by autonomous AI agents. In this session, we’ll examine how agentic AI is redefining how enterprise systems connect and collaborate. Instead of relying on rigid, predefined integrations, AI agents will enable dynamic, intent-driven interactions between platforms, allowing systems to communicate, adapt and coordinate in real time. This shift will streamline orchestration, reduce integration overhead and create a more agile, responsive CX infrastructure. Join us to explore what this means for CX architecture, data flow and the new paradigm of machine-to-machine communication in an AI-first enterprise.

Join us as we welcome valued partner, Bell, to the mainstage.

Put your hands together and help us congratulate our Canadian Advocate of the Year.

From workforce management to workforce empowerment: Elevating experience in the AI era

“Work is evolving from task execution to experience orchestration, where AI simplifies work and people focus on what matters most: empathy, judgment and connection.

This session will focus on how to evolve traditional workforce management into experience orchestration to enable human and AI employees to deliver exceptional customer experiences.

You’ll learn how to:
Create effective collaboration between humans and AI, where AI drives speed and scale and people deliver judgment and connection
Shift from workforce management to orchestration using a continuous intelligence loop: listen, learn and act
Support employees with AI through real-time guidance, automation and intelligent support
Leverage AI-native WEM to connect forecasting, scheduling, performance and engagement

Prepare your workforce for the agentic future by building skills in problem-solving, adaptability and empathy

All of this comes together to create a more adaptive workforce and proactive operations that deliver exceptional customer experiences and drive loyalty.
You will also hear from a customer who will share how a thoughtful approach to workforce engagement management has supported stronger performance across their organization.

In this session, we will explore a focused overview of WEM, including proven best practices and where to find the tools and resources that help accelerate adoption and deliver meaningful results in the customer engagement center.”

Self-funding AI in action: Build your business case with real use cases​

AI can unlock immense value — but where should you start and how do you prove ROI? In this session, you’ll explore the concept of self-funding AI by identifying high-impact use cases within your own organization. Guided by experts, you’ll see how the Genesys AI Value Calculator helps to quantify potential benefits like cost savings, efficiency gains and improved customer outcomes. Whether you’re just beginning your AI journey or looking to scale, you’ll leave with a tailored view of how AI can deliver measurable value — and fund its own growth.

The data foundation for every experience

What do AI, journey insights, and CX decisions have in common? None of them work without the right data foundation. In this session, we’ll explore how the Genesys Cloud Event Data Platform transforms raw interaction data into structured, analytics-ready intelligence and AI-relevant signals that power personalization, measurement, and optimization across the customer experience. We’ll look at how data flows in from Genesys Cloud and external systems like CRMs and ERPs, and how it flows out to fuel reporting, journey management and enterprise-wide insights. Whether you’re focused on orchestration, performance tracking, or future-ready AI strategies, this session will help you connect the dots between data and business impact — and show you where we’re headed next.

Diamond sponsor session

Join Bell as they lead an insightful, engaging and forward-thinking breakout session.

Preparing for the agentic era: What’s new and what’s next in Genesys Cloud AI

In this session, we’ll build on the agentic AI themes from the keynote and dive into Agentic Virtual Agents powered by large action models. Discover how to move from automation to autonomous execution, where AI agents can plan, decide, and act to complete complex tasks. We’ll spotlight high-impact use cases, how to get started fast, and how to build a compelling business case. A live demo will bring it to life, showing how these agents deliver real outcomes at scale.

From intent to outcome

In this session, you’ll learn how to use journey management to analyze and improve your interaction flows — with a clear focus on outcomes that matter. We’ll walk through how to visualize real behavior across channels; use Journey Flows and Journey Analyzer to evaluate customer behavior; and measure the impact of digital and AI deployments.

Understanding the overall financial viability of evolving your CX strategy with Genesys

With organizations evaluating how to evolve their CX strategy, this session will focus on the composition of a comprehensive viability analysis, how to be realistic about the impact of the business solution, and how that is essential to drive organizational consensus and benefit all CX stakeholders.

Platinum sponsor session

Join Telus as they lead an insightful, engaging and forward-thinking breakout session.

Hear from two customers as they bring the day’s themes together through real-world perspectives, as well as share their journey, key lessons learned, and how they continue to evolve as a Genesys customer.

We’ll recap the day, highlight key takeaways, and close with a look at what’s next.

Reflect on the day’s highlights, connect with peers and share key learnings.