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Redefining what’s possible: Leading through uncertainty — not around it

“What does it take to lead when the path ahead is unclear? In this high-impact keynote, global icon, celebrated author and world-renowned adventurer Erik Weihenmayer delivers a masterclass on thriving amidst chaos. Best known as the first blind person in history to summit Mount Everest — and one of only a handful of adventurers to conquer the Seven Summits (the highest peaks on every continent) — Erik has spent decades mastering the art of execution where the margin for error is zero.

Through his experiences operating without sight in some of the world’s most extreme environments, Erik reveals how to build new ways of “seeing,” foster deep trust across teams, and move forward with clarity when traditional signals fall away. His story offers a compelling lens for leaders navigating rapid change, from AI disruption to evolving customer expectations.

Attendees will walk away with a renewed mindset for pushing boundaries, practical insights on leading through ambiguity and a clear reminder: the organizations that thrive aren’t the ones that avoid uncertainty — they’re the ones that learn to navigate it.”

Your power move for the Experience Economy: Genesys Cloud

Join Genesys Chairman and CEO Tony Bates, Chief Technology Officer Glenn Nethercutt and General Manager, Head of Product Mike Szilagyi to learn about Genesys as the leader in agentic AI orchestration for customer experience. You’ll hear directly from customers and partners who are transforming service, operations and employee engagement with Genesys Cloud AI capabilities; get an inside look at the Genesys product roadmap and the innovations shaping the next generation of AI for contact centers and beyond—from intelligent automation and orchestration to workforce empowerment and experience personalization; and learn how leading organizations are preparing for the future of AI while driving measurable business impact today with Genesys.

Your power move for the Experience Economy: Genesys Cloud

Join Genesys Chairman and CEO Tony Bates, Chief Technology Officer Glenn Nethercutt and General Manager, Head of Product Mike Szilagyi to learn about Genesys as the leader in agentic AI orchestration for customer experience. You’ll hear directly from customers and partners who are transforming service, operations and employee engagement with Genesys Cloud AI capabilities; get an inside look at the Genesys product roadmap and the innovations shaping the next generation of AI for contact centers and beyond—from intelligent automation and orchestration to workforce empowerment and experience personalization; and learn how leading organizations are preparing for the future of AI while driving measurable business impact today with Genesys.

Your power move for the Experience Economy: Genesys Cloud

Join Genesys Chairman and CEO Tony Bates, Chief Technology Officer Glenn Nethercutt and General Manager, Head of Product Mike Szilagyi to learn about Genesys as the leader in agentic AI orchestration for customer experience. You’ll hear directly from customers and partners who are transforming service, operations and employee engagement with Genesys Cloud AI capabilities; get an inside look at the Genesys product roadmap and the innovations shaping the next generation of AI for contact centers and beyond—from intelligent automation and orchestration to workforce empowerment and experience personalization; and learn how leading organizations are preparing for the future of AI while driving measurable business impact today with Genesys.

Your map for success with Genesys Cloud

Join Genesys Chief Customer Officer Scott Cravotta, Senior Vice President, Customer Engagement and Advocacy Janelle Binder and Senior Vice President, Customer Success-EMEA Neil O’Donoghue as they talk to Genesys customers and partners about using Genesys Cloud to drive successful AI transformation across the enterprise.

Learn what it takes to build a strong foundation for AI adoption—from developing the right architectural strategy and modernizing data readiness to leading effective change across teams and operations.

Hear firsthand how organizations are using Genesys Cloud to increase operational efficiency, empower employees, strengthen customer loyalty and drive revenue through AI-powered experiences. Customers will share real-world use cases and lessons learned from their AI transformation journeys.

And see practical strategies for preparing your organization and workforce for a future powered by both humans and AI. Learn how leading companies are evolving roles, workflows, and employee experiences to successfully integrate AI alongside human expertise—creating more agile teams, stronger customer relationships, and long-term business value in the experience economy.

Shaping the future of healthcare with Genesys

This closing healthcare session brings the healthcare community together for an open, honest conversation on what’s working, what’s not and what needs to happen next. Designed as a true forum — not a presentation — this is an opportunity for customers and partners across providers, payers and life sciences to share real-world insights and candid feedback directly with the Genesys team.

Through live discussion, we’ll reflect on key themes from the day and go deeper on the gaps, priorities and opportunities that matter most — from workflow orchestration to AI-driven engagement. Attendees are encouraged to challenge assumptions, highlight unmet needs and help shape the future direction of healthcare innovation at Genesys.

This session is about co-creation and accountability: ensuring that what comes next is grounded in the realities of the organizations we serve.

What attendees will gain:
– A platform to provide direct, unfiltered feedback to Genesys leadership
– Insight into shared challenges and priorities across the healthcare community
– Visibility into how peers are thinking about next steps in workflows and AI
– A voice in shaping the future direction of Genesys in healthcare

AI-powered workforce orchestration: What’s next for WFM

Workforce management is evolving from planning and scheduling to AI-powered workforce orchestration. In this session, explore how AI is reshaping forecasting, capacity planning, scheduling, intraday decisions and employee engagement across the contact center. Learn how organizations can move from reactive workforce management to more proactive, automated orchestration that balances service levels, operational efficiency, employee preferences and customer experience. Hear what’s next for Genesys Cloud WFM and walk away with practical ways to prepare your workforce strategy for a more intelligent, adaptive future.

Beyond campaigns and dialers: AI-powered outbound for connected customer journeys

Outbound engagement is no longer just about campaigns and dialers. Customers expect connected experiences that adapt in real time, and organizations need ways to deliver them without adding complexity.

In this session, you’ll see how organizations are transforming outbound from isolated communications into orchestrated customer journeys powered by AI, real-time data, and unified engagement across voice and digital channels.

We’ll explore how Genesys Cloud helps teams coordinate outreach across SMS, email, voice and messaging while continuously adapting to customer behavior, intent, preferences and business priorities. The focus is not on adding more automation for automation’s sake, but on creating smarter engagement that improves both customer experience and operational performance.

You’ll learn how to:

– Move from disconnected outbound campaigns to journey-aware engagement
– Leverage AI in conjunction with outbound to handle response volume across connected customer journeys
– Connect inbound and outbound interactions into a more continuous customer experience
– Balance automation with compliance, governance and customer preferences

Through live walkthroughs and real-world examples, you’ll see how modern outbound execution works in practice, from real-time decisioning and adaptive journeys to coordinated engagement across channels.

Whether you’re focused on operational efficiency, journey design or improving customer engagement outcomes, this session will show how AI-driven orchestration can help teams deliver more connected, responsive experiences at scale.