IBM + Genesys Workshop

09:00 am – 10:00 am

Registration / Check-In

Breakfast is included

10:00 am – 10:15 am

Welcome and Opening Remarks

• Critical role of future-proofing customer service
• Strategic alignment and collaboration between IBM + Genesys

10:15 am – 10:45 am

CX Industry Trends and Strategic Pillars of AI Innovation

• State of CX:  Challenges, Trends and Transformations
• Understanding the AI Landscape for CX and EX – today
• Insights to effectively build Your AI strategy to drive measurable outcomes

10:45 am – 11:15 am

Transformative Use Cases

• Key use cases that enhance CX, EX and analytics through AI
• Transformative initiatives including the impact of AI-powered agents
• Personalized experiences at scale to elevate customer engagement and satisfaction

11:15 am – 11:30 am

AI Innovations in 2025 (Roadmap)

• Mapping your CX Vision to AI Innovations in 2025
• AI Technology Roadmap for 2025

11:30 am – 12:30 pm

Implementation and Adoption Best Practices

• Key strategies for customer adoption and integration into modern contact centre operations
• How to approach implementing CCaaS + AI

12:30 pm – 02:00 pm

Lunch, Q & A Panel & Closing Remarks

• Discussion on experiences, road mapping and lessons learned
• Open forum for questions