CX Tour

8:00 am – 8:50 am

Arrival Coffee & Bites

8:50 am – 9:10 am

Welcome to CX Tour Auckland: Deliver the Next Level of Experience

Albert Nel, Senior Vice President, APAC, Genesys

9:10 am – 9:40 am

The Experience Economy Revolution

AI is changing the relationships organisations build with their customers and employees, creating an unprecedented opportunity in the experience economy. The next era of customer experience won’t be shaped by automation alone, but by autonomy. Antoine demystifies the promise of agentic AI and clarifies what true technological agency means as organisations prepare for Level 5 of Experience Orchestration.

Antoine Ducarme, Vice President, Solutions Consulting, APAC, Genesys

9:40 am – 10:05 am

Interactive Customer Fireside Chat: The Four Key Pillars Shaping CX Success at Charles Sturt University

Hear from Customer Innovation Award finalist Charles Sturt University on how their student-first mission sparked a bold shift toward digital transformation. Learn how their four strategic pillars: accessibility, personalisation, proactivity and empowerment is shaping student and employee experience, to deliver proactive and personalised support at scale.

Michael Buttsworth, Associate Director, SX Service Centre, Charles Sturt University
Lucia Oles, Senior Customer Success Manager, Genesys

10:05 am – 10:30 am

Interactive Customer Fireside Chat: Innovation Through Change

Join Spark for an engaging fireside chat with Kāinga Ora, where we delve into their remarkable journey of innovation and transformation. Discover how they successfully navigated the complexities of migrating to Genesys Cloud, while embracing new ways of working amidst political uncertainties, organisational restructures, and tight deadlines.

10:30 am – 11:00 am

Morning tea

11:00 am – 11:20 am

Live Demo: The New Era of AI with Experience Orchestration

No frills, no fluff; just a live demo, supercharging leaders and teams with Genesys AI.

Annemarie Hodgson, Senior Solution Consultant, Genesys
Mike Marshall, Principal Solution Consultant, Genesys

11:20 am – 11:45 am

Interactive Customer Fireside Chat: Beyond the AI Hype: How Real CX Leaders Use Intelligence to Drive Results

While everyone’s rushing to deploy AI in their contact centres, these Operative Intelligence customers took a different approach – they used intelligent insights to understand what problems actually needed solving before throwing technology at symptoms. Hear their candid stories about why focussing on the right customer intelligence first made their subsequent AI investments exponentially more effective, and how they avoided the costly mistake of automating broken processes.

Brendon Clark, Head of Workforce & Customer Improvement, Humm Group
Phill Townsend, Head of Sales & Partnership, ANZ, Operative Intelligence 

11:45 am – 12:05 pm

Preparing for the Agentic Era: What’s new and what’s next in Genesys Cloud?

What’s new for Genesys Cloud? Hear the latest updates and roadmap for Genesys Cloud.

Jarryd Tuyau, Principal Solution Consultant, Genesys

12:05 pm – 12:30 pm

Customer Panel: Leading the Future of CX

Don’t miss this engaging panel discussion with CX leaders at the forefront of business and technology innovation. These industry experts will explore how they are leading transformative change, sharing key strategies for success in a fast paced business environment. The panellists will share what it takes to innovate experiences in today’s rapidly evolving, AI-driven world.

Panellists:
Amanda Gray, Service Owner, Inland Revenue
Mark Atherton, Executive General Manager Technology (Acting), Suncorp New Zealand

Moderator: Robyn O’Reilly, Head of Resolution Management, APAC, Genesys

12:30 pm – 1:30 pm

Lunch

1:30 pm – 4:00 pm

Afternoon Workshop A- AI-Driven Employee Engagement

Artificial intelligence is transforming employee engagement. Join this workshop to explore strategies that blend responsible automation with human-centric practices, fostering a thriving workplace. Learn how to support supervisors with the tools they need to lead and inspire effectively by balancing technology with empathy.

Equip yourself with the knowledge and skills to elevate employee engagement and create a future-ready workforce.

1:30 pm – 4:00 pm

Afternoon Workshop B- Bringing Experience Orchestration to Life

You saw it demonstrated, you’ve heard the vision, you want to know how you can do it. Let us take you through how it’s done. Not only will you see how we did it in Genesys Cloud, but we will guide you through how you can uncover the value Experience Orchestration can bring to your organisation.

1:30 pm – 4:00 pm

Afternoon Workshop C- CX Evolution in Government

4:15 pm – 6:15 pm

Social Close

Venue to be announced