Agenda

9:30: Registration & breakfast

10:00 Welcome

10:05: The State of CX & AI 2026: What's Real, What's Hype and What's Next? 

Jonathan Easton, Editor, NTN

AI is rapidly reshaping customer experience, but expectations are often running ahead of what organisations can realistically implement. This opening keynote from FStech Editor Jonathan Easton will examine where AI is already delivering practical value across customer-facing, employee and operational experiences, while separating genuine opportunities from the hype surrounding increasingly autonomous and agentic AI.
The session will explore why successful AI adoption is rarely just about the technology, highlighting the importance of data, integration, governance, customer trust, workforce adoption and measurable business outcomes. It will also consider the shift from AI that assists employees to AI that can recommend, automate and increasingly orchestrate actions across the customer journey.

10:25: Workshop starts 

Keith Fulford, Director Business Value Engagement, Genesys

This exclusive, interactive workshop brings together CX, digital, operations and technology leaders to explore how AI can transform customer and employee experiences while delivering measurable business outcomes.

Working through real-world customer experience challenges, participants will explore common pain points affecting loyalty, efficiency and growth, before identifying and prioritising the areas where AI could deliver the greatest operational and business value. The workshop will combine collaborative breakout discussions, peer insight sharing and practical exercises designed to help participants connect AI opportunities to specific business priorities and outcomes.
Participants will also explore practical Genesys AI use cases and orchestration strategies, considering how AI can help organisations create more connected, efficient and intelligent customer experiences. The session will provide a framework for prioritising initiatives and developing a stronger business case for AI adoption.

1pm: Lunch

2pm: Showcase – Genesys AI in action

Jordan Marshall, Senior Solutions Consultant, Genesys

See practical examples of how Genesys AI can help organisations orchestrate smarter customer and employee experiences at scale. This live showcase will bring the themes explored during the workshop to life, demonstrating practical AI use cases and showing how organisations can translate identified CX challenges into opportunities for greater efficiency, improved experiences and measurable business value.

2:45: Workshop wrap up and discussions

Bring together the key insights from the day's workshop through a final discussion and peer exchange. Participants will reflect on the CX challenges and AI opportunities identified during the session, share perspectives on the potential business value, and discuss the practical considerations involved in taking these ideas forward. The session will provide an opportunity to explore questions, compare approaches and consider how the day's discussions could inform AI priorities and initiatives within participants' own organisations.

3:30: CLOSE