In the experience economy, customer experience has become a defining source of competitive advantage. This session explores how organisations are re-orienting around the customer and using AI to shift from reactive service to always-on experiences. Drawing on primary research and customer sentiment, Baringa examines how this transformation is playing out across markets and industries.
Discover how leading organisations start with the experience they want to deliver and work backwards — creating CX win-wins for customers and the business.

Join us to explore how Genesys is advancing the use of agentic AI to help organisations deliver outstanding experiences for both customers and employees. We will share our vision and strategic roadmap for agentic AI, framed through the Levels of AI-Powered Experience Orchestration. You will also hear about the continued momentum of Genesys Cloud and see how practical AI innovation is already reshaping the industry and delivering tangible value for customers worldwide.

In this keynote, Genesys will be demystifying the promise of agentic AI and will clarify what true technological agency means. We 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. We will show how Genesys applies structured, autonomous decision-making, alongside evolving AI foundations such as governance, skills libraries and reasoning, to deliver customer journeys with measurable business value.

Mingle with your peers and visit our Sponsors

Hear directly from customers in this exclusive showcase session with leaders deploying Genesys Cloud AI in real-world environments. Learn how they’re applying AI capabilities to modernise customer and employee experiences, streamline operations, and drive measurable outcomes. Discover practical insights into how Genesys Cloud AI is enabling meaningful transformation across their organisation.

Learn about the breakout sessions in the afternoon

Mingle with your peers and visit our Sponsors

1. Preparing for the Agentic Era: What’s new and what’s next in Genesys Cloud AI - demo
2. Executive roundtable discussion (by invitation only) hosted by Baringa and Genesys
3. Customer story - Fibrus: Weathering the Surge - Dealing with Customer Service under Pressure (session hosted by Kerv)
4. Platinum sponsor slot – Customer story details to be added shortly

1. The Data advantage: Your secret weapon to Personalisation, Performance and AI readiness
2. From APIs to Agentic AI: The future of the CX technology ecosystem
3. Platinum sponsor slot – Customer story details to be added shortly
4. Platinum sponsor slot – Customer story details to be added shortly

In this panel discussion, you’ll hear leaders share their visions for the future of customer experience powered by Genesys Cloud AI. We’ll explore how they’re reimagining what’s possible with AI-driven engagement, automation, and orchestration across the enterprise. Gain perspective on where customer experience is headed and how today’s innovations are shaping tomorrow’s transformation.

In a world that’s changing faster than ever, it’s not always the strongest or the smartest who thrive — it’s the most adaptable. Drawing on experiences from the Amazon Jungle, the Arctic, deep-sea exploration and high-pressure live broadcasting, Lowri Morgan — a BAFTA award-winning broadcaster, National Adventure Athlete of the Year and team captain in some of the world’s toughest endurance events — shares what it feels like to make decisions when there’s no clear map, no perfect data and no room for error.

Alongside the extremes, she speaks openly about doubt, fear and insecurity — and how mindset, not just strength, is what keeps us moving when things get hard. This keynote explores how we adapt, work together and overcome adversity when uncertainty is unavoidable, and why human judgement, trust and self-belief still matter, whatever tools we’re using.
 

Mingle with your peers and visit our Sponsors

Mingle with your peers and visit our Sponsors