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: Interactive Workshop

Keith Fulford, Director Business Value Engagement, Genesys

An exclusive, hands-on workshop where CX, digital, operations and technology leaders work through a real-world customer experience challenge together. In facilitated small groups, you’ll prioritise the business problems that matter, map them to the right KPIs, pinpoint where AI can deliver genuine value, and rethink the operating model to support it. Expect collaborative breakouts and structured exercises, with a Genesys facilitator on every table to keep the conversation moving and grounded in practical outcomes.

What you'll take away:

• A framework for prioritising AI opportunities against business value
• A practical approach to building the AI business case
• A view of the CX KPIs that matter most, and how they shift as AI matures
• Peer benchmarking with senior leaders tackling the same challenges

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