Welcome

From AI ambition to action: A customer experience orchestration workshop

Hosted by Genesys
Wednesday 21st October 2026
Andaz London Liverpool Street, by Hyatt, 40 Liverpool St, London EC2M 7QN

AI is rapidly changing the customer experience landscape, but separating genuine business value from the hype is becoming increasingly difficult. This exclusive, interactive workshop, presented by Genesys in partnership with National Technology News, brings together senior leaders across customer experience, customer service, digital, technology and operations to explore where AI can make a meaningful difference and how organisations can turn ambition into practical action.

The day begins with a scene-setting session examining the current state of CX and AI, exploring what is already delivering value, where expectations are running ahead of reality, and what the next phase of AI-enabled customer experiences could look like.

The workshop then moves from theory to application. Working collaboratively, participants will identify and prioritise the customer and business challenges that matter most to their organisations, consider the KPIs and measures that define success, and explore where AI could help address those challenges.

The session will also examine the organisational changes required to make AI work effectively, including the relationship between technology, employees and customers.

The day concludes with a practical showcase of Genesys AI in action, followed by discussion and reflection on the opportunities, challenges and next steps for applying AI within participants’ own organisations.

Timings for the day:

• 09:30 – Registration & breakfast
• 10:00 – Welcome
• 10:05 – Scene-setting keynote - The State of CX & AI 2026: What’s Real, What’s Hype and What’s Next?
• 10:25 – Interactive workshop
• 13:00 – Lunch
• 14:00 – Showcase: Genesys AI in action
• 14:45 – Workshop wrap-up & discussion
• 15:30 – Close

REGISTER NOW!