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.

Room: General Session

Speaker: Michael Wiesblatt – VP, Sales – Canada & Strategic Accounts – Genesys

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

Room: General Session

Speaker: Guillaume Lardeux – SVP, Head of Transformation & Office of the CEO – Genesys

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.

Room: General Session

Speaker: Rakesh Tailor – VP, Product Management – Genesys

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. 

Room: General Session

Speakers:

• Ginger Conlon – Director of Customer Stories – Genesys
• Leslie MacDonald – Vice President, Operational Excellence – Scotiabank
• Tania Al-Ahmed – Senoir Director – Transformational Lead – NBC

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

Room: General Session

Speakers: Brian Yang – Senior Director of Product Management – Virtual Agent – Genesys

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.

Room: General Session

Speakers: 

• Costa Pantazopoulos – SVP Enterprise Solution – Bell Canada 
• Manish Singh – VP Professional Services and Managed Services – Bell Canada
• John Rocca – Director, Product Management – Bell Canada

Discover how to modernize your enterprise CX and overcome challenges in truly enabling end-to-end customer journey orchestration. Join Bell at Genesys Xperience to learn how Canada’s advanced AI ecosystem is empowering organizations to deliver seamless, hyper-personalized, and consistent customer experiences across every channel.

Drawing from real-world enterprise CX engagements, this keynote explores how leading organizations are using AI to drive employee engagement, boost customer lifetime value, and reduce costs. Featuring an interactive fireside chat, we’ll dive into the realities of CCaaS transitions and share best practices for building an AI-first operating model that connects CX orchestration with internal workflows. Walk away with actionable strategies to securely scale AI and the confidence to lead your business into the future.

Room: General Session

Speakers: 

• Clay Tison – Sr. Director, Customer Success Digital Transformation – Genesys

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

Please reference your badge to determine if you are in Group A or Group B for lunch and networking. During this time Group A will join us for lunch at Ruth’s Chris located on the convention level and Group B will explore the Orchestrator’s Hall.

Please reference your badge to determine if you are in Group A or Group B for lunch and networking. During this time Group B will join us for lunch at Ruth’s Chris located on the convention level and Group A will explore the Orchestrator’s Hall.

Enabling end-to-end customer journey orchestration 

Room: General Session

Speakers: 

• John Rocca – Director – Product Management – Bell Canada
• Marc-Andre Choquet – Director of Professional Services, Contact Center – Bell Canada
• Tom Sweeney – VP Sales – Ateko

Are disjointed systems and manual handoffs holding back your customer experience? Relying on “human middleware” often leads to inefficient resolutions and inconsistent service. It’s time to free your agents from administrative tasks so they can focus on what truly matters: engaging, outcome-driven customer success.

Join experts from Bell and Ateko (backed by Bell Canada) for a presentation and fireside chat on mastering true End-to-End (E2E) Customer Journey Orchestration. In this strategic breakout session, we will explore the essential planning, transition, and change management strategies needed to successfully enable your transition to CCaaS with AI. You will discover the value of integrating Genesys Cloud capabilities with leading CRM and ITSM platforms like Salesforce and ServiceNow. Finally, we will illustrate an example of Genesys and ServiceNow working in tandem to deliver a unified, end to end customer journey.

Key takeaways:

• Eliminate customer experience friction by integrating AI powered CCaaS, virtual assistants and workflow automation into your roadmap.
• Modernize the customer experience from start to finish.
• Discover fresh approaches to enabling seamless E2E customer journeys, including the power of integrating Genesys with leading systems of record.
• Tap into a proven customer experience ecosystem to gain actionable insights and best practices directly from Bell and Ateko experts.

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

Room: Toronto III

Speakers:

• Jenna Berris – Product Marketing Manager, WEM – Genesys
• Dionne Domes – Director, Contact Center AI – TELUS Digital
• Marc-Andre Coulombe – Director of Operations – TELUS Digital
• Ian Godfrey – Senior Technology Architect – TELUS Digital

As customer expectations rise, organizations face growing demand, channel fragmentation and workforce pressure. In this session, TELUS Digital shares how they are rethinking CX at scale—balancing efficiency, empathy and innovation across millions of interactions.

Learn how TELUS Digital uses AI-powered experience orchestration, copilots and automation to streamline workflows, reduce agent effort and improve consistency—driving results like a 50% reduction in transfer handle time, 20% fewer transfers and meaningful cost savings.

We’ll also cover key lessons in driving AI adoption, meeting customers across channels and building trust from the first interaction—while advancing toward a future powered by workforce engagement management and human + AI collaboration.

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

Room: Jackson

Speakers: David Bolefski – AI and Experience Orchestration Director – Genesys

Facilitated by Servion 

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

Room: Tom Tomson

Speakers:

• Caroline Logue – Senior Director, Product Marketing- Genesys
• Matt Smith – Senior Director, Product Marketing – Genesys
• Marta Martínez Fernández – Product Marketing Manager- Genesys

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.

Crawl, Walk, Run: TELUS Digital’s Phased Path to Genesys Excellence

Room: General Session

Speakers:

• Brianne Heisel – Senoir Director, CX Transformation – TELUS Digital
• Abby Spahich – Global Vice President, Digital CX Solutions – TELUS Digital

Not every organization is ready to go all-in on AI overnight, and the best Genesys partners know that. In this session, TELUS Digital introduces a crawl, walk, run implementation philosophy that meets customers where they are and scales with them as they grow.

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

Room: Toronto III

Speakers: Brian Yang – Senior Director of Product Management – Virtual Agent – Genesys

Facilitated by Accenture 

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.

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

Room: Jackson

Speakers: Jon Capetz – Director, Value Center of Excellence – Genesys

Facilitated by IBM 

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.

From intent to outcome

Room: Tom Tomson

Speakers: 

• Ian Felder – Director, Product Marketing – Genesys
• Marta Martínez Fernández – Product Marketing Manager – Genesys

Facilitated by Deloitte Digital 

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.

Room: General Session

Speakers: 

• Ginger Conlon – Director of Customer Stories – Genesys
• Janine Dyck – Chief Transformational Officer – WSIB Ontario
• Arthur Gomes – VP Guided Omni – Co-operators

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.

Room: General Session

Speakers: Michael Wiesblatt – VP, Sales – Canada & Strategic Accounts – Genesys

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.