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.