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The CX+AI Event of the year
Gaylord Opryland, Nashville, Tennessee
Sep 8 – 10, 2025
Tony Bates
Chairman and CEO, Genesys
Tony Bates is the Chairman and Chief Executive Officer of Genesys. He leads the company’s strategy, direction and operations in more than 100 countries and oversees a global team of more than 6,000 employees.
Tony has decades of experience steering business-to-business and business-to-consumer companies through major market transitions and rapid scaling. A passionate technologist at heart, Tony began his career in network operations and internet infrastructure, teaching himself to code during his daily train commute. He swiftly gained the business acumen to advance into trusted executive roles at some of the world’s most respected global SaaS companies.
Career highlights include leading Cisco’s Service Provider business, growing its Enterprise and Commercial division to more than $20 billion in annual revenue and serving as CEO of Skype, where he was responsible for expanding the business to over 170 million connected users. Once Skype was acquired by Microsoft, Tony became president where he was responsible for unified communications before serving as executive vice president of business development and developers.
In addition to his role at Genesys, Tony serves on the board of directors at Okta and leads the Technology, Media and Telecommunications Task Force of the Sustainable Markets Initiative. He was awarded an honorary doctorate by London South Bank University in October 2024.
Olivier Jouve
EVP & Chief Product Officer, Genesys
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Scott Cravotta
Chief Customer Officer, Genesys
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Janelle Binder
SVP, Customer Engagement & Advocacy, Genesys
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Mike Szilagyi
General Manager, Product Management, Genesys
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Elcenora Martinez
SVP, Product Management, Analytics & Journey Management, Genesys
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Glenn Nethercutt
Chief Technology Officer, Genesys
Meet me at my session:
Preparing for Universal Agentic Experience Orchestration
The next era of customer experience won’t be shaped by automation alone, but by autonomy. In this keynote, Genesys CTO Glenn Nethercutt demystifies the promise of agentic AI and clarifies what true technological agency means as organizations prepare for Level 5 of Experience Orchestration. Glenn will explore how reasoning, non-determinism and agent-to-agent collaboration will transform the CX landscape — and the new guardrails enterprises must implement to stay in control. He’ll highlight how Genesys is bridging these worlds through structured, autonomous decision-making, and will be joined onstage by CTOs from leading enterprises to discuss evolving AI foundations, including governance, skills libraries and reasoning, to create customer journeys that deliver real business value.
Brian Spencer
Product Management Senior Director, Genesys
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Alastair Irwin
Head of Sales, Systems & Resource Planning for Emirates Contact Centre, Emirates
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Derek Shanks
Chief Information Officer (Scottish Widows division), Lloyds Bank
Meet me at my session:
Preparing for Universal Agentic Experience Orchestration
The next era of customer experience won’t be shaped by automation alone, but by autonomy. In this keynote, Genesys CTO Glenn Nethercutt demystifies the promise of agentic AI and clarifies what true technological agency means as organizations prepare for Level 5 of Experience Orchestration. Glenn will explore how reasoning, non-determinism and agent-to-agent collaboration will transform the CX landscape — and the new guardrails enterprises must implement to stay in control. He’ll highlight how Genesys is bridging these worlds through structured, autonomous decision-making, and will be joined onstage by CTOs from leading enterprises to discuss evolving AI foundations, including governance, skills libraries and reasoning, to create customer journeys that deliver real business value.
Branko Dupan
Director of Product Engineering, IKEA
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Gavin Howell
Group Delivery Director, Computacenter
Meet me at my session:
Genesys Delivers Agentic AI in the Experience Economy
Our executive team shares how Genesys provides the agentic AI you need to deliver superior experiences to your customers and employees. CEO Tony Bates will share our vision and the strategic roadmap to Agentic AI: the Levels of AI-Powered Experience Orchestration. Tony will be followed by Chief Product Officer Olivier Jouve, who will highlight the incredible momentum of Genesys Cloud and the abundant AI innovation that is delighting our customers. Then hear from our Chief Customer Officer Scott Cravotta about AI-Powered Experience Orchestration in action and listen in as SVP of Customer Advocacy and Engagement Janelle Binder hosts a conversation with customers who describe how the Genesys strategic orchestration platform is fueling their success.
Peter Attia
Best-selling author of Outlive and founder, Early Medical
Peter Attia, MD is the founder of Early Medical, a medical practice that applies the principles of Medicine 3.0 to help patients lengthen their lifespan while simultaneously improving their healthspan.
He is the host of The Drive, one of the most popular podcasts focused on health and medicine. He is also the author of the #1 New York Times Bestseller, Outlive: The Science and Art of Longevity.
Dr. Attia received his medical degree from the Stanford University School of Medicine and trained for five years in general surgery at the Johns Hopkins Hospital, where he received several prestigious awards, including Resident of the Year.
He then spent two years at the National Institutes of Health as a surgical oncology fellow at the National Cancer Institute, where his research focused on immune-based therapies for melanoma.
Dr. Attia lives in Austin, Texas, with his wife and three children.
Executive Perspectives speaker
Katy Milkman
Professor, The Wharton School
If the last few years have taught us anything, it’s how vital it is to adapt. But why is change so hard? And how can we diagnose complacency and conquer our goals?
Katy Milkman, award-winning behavioral scientist and Wharton professor, has devoted her career to understanding the science of change. Drawing from her bestselling book, How to Change, Milkman combines science, humor, and real-world stories to show how we can overcome even our toughest personal and professional obstacles.
She was named to the Thinkers50—often referred to as the “Oscars of Management Thinkers”—and is featured in a MasterClass on navigating change.
In her talks, Milkman delivers a science-based blueprint for adapting our own behavior—and the behavior of those we lead, manage, and coach—to meet the demands of a rapidly changing world.
Executive Perspectives speaker
Justine Cassell
Professor, Human-Computer Interaction Institute
Justine Cassell led the team that built the world’s first multimodal conversational agent and has remained at the forefront of innovation in chatbots and virtual agents ever since.
She currently holds a joint appointment as Dean’s Professor in the School of Computer Science at Carnegie Mellon University and as Senior Researcher at Inria Paris, where she also occupies a Chair in Artificial Intelligence within the PRAIRIE Institute.
Cassell joined CMU in 2010 to lead the Human-Computer Interaction Institute, following her tenure as faculty at Northwestern University, where she founded the Technology and Social Behavior Research Center. Prior to that, she was a tenured professor at the MIT Media Lab.
Her groundbreaking work has been recognized with numerous honors, including:
She is a Fellow of the AAAS, the ACM, and the Royal Society of Edinburgh, and holds an honorary doctorate from the University of Edinburgh.
In addition to her academic work, Justine consults for governments worldwide on AI policy. In 2021, she was appointed to France’s Conseil National du Numérique (CNNum), advising on the digital future of the country. She has also spoken on Artificial Intelligence at the World Economic Forum in Davos for nine consecutive years and is co-founder of EqualAI, a nonprofit working to reduce bias in AI and champion responsible, inclusive innovation.
Executive Perspectives speaker
Mary Henderson
Head of Contact Center Technology, IHG Hotels
Meet me at my session:
From service to strategy: How CX leaders are rewriting the rules with experience orchestration
In many organizations, contact center leaders have long been the backbone of service — reactive, operational and often overlooked at the strategy table. But that’s changing. Just as IT leaders rose through the ranks with the rise of ITSM, and Sales gained influence through CRM, a new wave of CX practitioners are stepping into their power — with Genesys Cloud ai-powered experience orchestration as their catalyst.
Adam Mitchell
AVP, Enterprise Business Solutions, Voya Financial, Inc.
Meet me at my session:
Beyond the horizon: Reimagining the future of work
Artificial intelligence is transforming the way customer experience teams operate. As the experience economy accelerates and emerging technologies evolve quickly, leaders must rethink how to drive efficiency, engagement and customer satisfaction. In this session, we’ll explore the impact of AI on frontline operations, workforce dynamics and customer expectations. Walk away with actionable insights and strategic best practices to future-proof your organization and lead with confidence in the new era of work.
Kelly Garcia
Vice President - Presbyterian Customer Service Center (PCSC), Presbyterian Health
Meet me at my session:
Women in Leadership: Voices of impact: Women leading the future of CX
Don’t miss this engaging panel discussion with esteemed global leaders at the forefront of business and technology innovation. These industry experts will describe how they’re leading transformative change and share key strategies for success. They’ll also discuss the growing importance of inclusion in today’s rapidly evolving, AI-driven world.
Asia Russell
WFM & Business Analytics Manager & Lead, Fanatics
Meet me at my session:
Beyond the horizon: Reimagining the future of work
Artificial intelligence is transforming the way customer experience teams operate. As the experience economy accelerates and emerging technologies evolve quickly, leaders must rethink how to drive efficiency, engagement and customer satisfaction. In this session, we’ll explore the impact of AI on frontline operations, workforce dynamics and customer expectations. Walk away with actionable insights and strategic best practices to future-proof your organization and lead with confidence in the new era of work.
Mackenzi Eisman
Manager, Communications Platform Services, Global Payments
Meet me at my session:
Women in Leadership: Voices of impact: Women leading the future of CX
Don’t miss this engaging panel discussion with esteemed global leaders at the forefront of business and technology innovation. These industry experts will describe how they’re leading transformative change and share key strategies for success. They’ll also discuss the growing importance of inclusion in today’s rapidly evolving, AI-driven world.
Darren Kelly
Senior Manager - Customer Care, Virgin Atlantic
Meet me at my session:
The future of business messaging: Unlocking value at scale
Genesys brings together key industry leaders, including a trailblazing customer who has successfully unified multiple third-party messaging platforms within a single customer experience solution. In this session, they’ll share how consolidating messaging — rather than managing it piecemeal — leads to stronger customer engagement, reduced operational complexity, and greater business value. You’ll learn how integrated public and private messaging channels can boost efficiency, deliver consistency, and unlock new opportunities for personalization at scale.
John Connors
Director of Operations, eir Ireland
Meet me at my session:
From Assistance to Augmentation: Redefining CX with Human-AI Collaboration
“The next era of customer experience is being shaped by Agentic AI—where AI doesn’t just assist; it acts with autonomy, awareness, and scale. But as organizations embrace AI to transform service delivery, many are unprepared for the human implications. With AI increasingly handling routine and transactional tasks, agents and supervisors are left to manage more emotionally complex and cognitively demanding interactions—often without the tools, training, or workflows needed to thrive.
In this session, discover how leading organizations are navigating this shift—leveraging Genesys Cloud AI to create intelligent, agentic experiences through Virtual Agents, Agent Copilot, and AI Studio. Learn how a thoughtful strategy that balances automation with human enablement is key to delivering exceptional CX, preventing burnout, and unlocking the full potential of your workforce.
Learn how leading companies are:
Join us to see what Agentic AI can mean for your workforce in Contact Centers—and how your organization can lead the way. ”
Lori Neisel
Director, Digital and Technology Product, American Family Insurance
Meet me at my session:
Women in Leadership: Voices of impact: Women leading the future of CX
Don’t miss this engaging panel discussion with esteemed global leaders at the forefront of business and technology innovation. These industry experts will describe how they’re leading transformative change and share key strategies for success. They’ll also discuss the growing importance of inclusion in today’s rapidly evolving, AI-driven world.
Beth Granberry
Manager, Communications Platform Services, Global Payments
Meet me at my session:
From service to strategy: How CX leaders are rewriting the rules with experience orchestration
In many organizations, contact center leaders have long been the backbone of service — reactive, operational and often overlooked at the strategy table. But that’s changing. Just as IT leaders rose through the ranks with the rise of ITSM, and Sales gained influence through CRM, a new wave of CX practitioners are stepping into their power — with Genesys Cloud ai-powered experience orchestration as their catalyst.
Lashawn Boyd
Manager, Enterprise Contact Center Services, Carmax
Meet me at my session:
Women in Leadership: Voices of impact: Women leading the future of CX
Don’t miss this engaging panel discussion with esteemed global leaders at the forefront of business and technology innovation. These industry experts will describe how they’re leading transformative change and share key strategies for success. They’ll also discuss the growing importance of inclusion in today’s rapidly evolving, AI-driven world.
