In an Experience Economy where every interaction sets the benchmark, Genesys is redefining what’s possible with agentic AI. This session explores how AI-powered experience orchestration enables organizations to deliver more empathetic, efficient, and trusted customer experiences at global scale—blending human expertise with autonomous intelligence, contextual data, and secure cloud innovation to drive loyalty, growth, and operational excellence.

Discover how Genesys Cloud AI is evolving to power the agentic era of customer experience and through powerful employee-assisted AI, including Agent Copilot and Supervisor Copilot. Learn how these capabilities augment human performance with real-time guidance, automation, and insights.

Genesys gives organizations one of the most powerful customer experience platforms in the world. In real life, customer experience doesn’t stop at the platform boundary.
The organizations that truly lead in CX are the ones that evolve from a CX platform to a complete CX ecosystem - where omnichannel journeys, AI-powered interactions, intelligent workforce management, enterprise CRM systems, and professional human agents all work together seamlessly around Genesys.

In this breakout session, we’ll share how organizations can unlock the full power of Genesys by extending it into a complete, end-to-end ecosystem. We’ll also show how Ejada, as a Genesys Elite Partner, combines Genesys technology with AI solutions, CRM platforms, system integration, and BPO services to turn CX strategy into real, measurable experience.

Discover how Genesys’ Knowledge Fabric weaves your enterprise data into a single, intelligent layer that fuels context-aware AI across channels—powering Virtual Agents, customer touchpoints and Agent Copilots with the right knowledge at the right moment.

Many organizations want to invest in Agentic AI, copilots, and automation to improve customer experience, yet struggle to turn that investment into predictable business outcomes. 

In this session, IST, a Genesys Elite Partner, shares a practical blueprint for designing AI for contact centers across Saudi Arabia and the GCC, with a focus on governance, prioritization, and design, rather than experimentation.

Drawing on real regional use cases and over 20 years of CX expertise, the session introduces a structured AI framework based on best practices, the 4D use-case model (Volume, Impact, Readiness, and Complexity), and disciplined conversation and bot design methodologies. 

Attendees will learn how leading organizations evaluate AI readiness upfront, make informed decisions on where AI adds value, and build a scalable foundation that aligns customer experience, employee adoption, and business objectives.