Coventry Building Society’s move to Genesys Cloud CX in 2022 began as a like-for-like migration from legacy systems — but quickly evolved into something much bigger. In this session you’ll hear from Celina Godwin and Matt Duke as they share how Coventry Building Society moved beyond migration to unlock real value. Discover the practical steps they took, the foundations they built, and how they created the trust and technical readiness to adopt AI capabilities like predictive routing and agent copilot.