Agentic AI empowers CX leaders to shift resources from traditional cost centers to high-impact growth. See how CX Cloud from Genesys and Salesforce helps operationalize this pivotal opportunity today.
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Genesys
Groundbreaker
Overview
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
, 332 - Genesys(Moscone North,
Sponsored Sessions
Yes
Administrator
IT Business Leader
Service
Agentforce Health
Agentforce Sales
Agentforce Service
Agentic AI
Intermediate
Theater
All Sessions
Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
The session explored the transformative shift in customer expectations within the experience economy, emphasizing the need for brands to deliver intelligent, empathetic, and personalized experiences. With advancements in AI, including generative and reasoning AI, businesses can now automate and optimize customer journeys while empowering human agents to focus on emotional connections. Salesforce and its strategic partnership with Genesis Cloud were highlighted as a pivotal combination, leveraging AI-powered platforms to orchestrate seamless, real-time interactions that reduce errors, improve efficiency, and drive customer satisfaction. These innovations not only enhance customer lifetime value but also enable organizations to transition from reactive service delivery to proactive growth and innovation in a competitive marketplace.
<html><head></head><body><p>• The integration of Salesforce and Genesis Cloud enables businesses to automate customer interactions while augmenting human agents with AI for enhanced empathy and efficiency.</p><p>• AI-powered solutions, including over 35,000 purpose-built models, optimize customer and employee experiences, driving faster service delivery and significant cost reductions.</p><p>• The adoption of AI in customer experience management allows organizations to shift resources from system maintenance to innovation, fostering long-term customer loyalty and business growth.</p></body></html>
https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987383170001hzcM
Learn how agentic AI transforms CX from cost center to growth engine through autonomous reasoning, adaptation, and action.
Explore how CX Cloud unifies data and AI to orchestrate agentic CX and EX across Genesys, Salesforce, and beyond.
Learn how to move agentic AI from pilot to real-world operations that deliver ROI fast, improve loyalty, and transform CX.
<a href="https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987383170001hzcM">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Visible
Yes
Campground
Moscone North
1:00 p.m. Tuesday, Oct 14
Tuesday, Oct 14
, Senior Director Product Management, Genesys
- Tuesday, Oct 141:30 PM - 1:50 PM PDT
Yes
IT Business Leader
Agentforce Health
Agentforce Sales
Agentforce Service
Integration
Intermediate
Theater
All Sessions
Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
<html><head></head><body><p>• CX Cloud integrates Salesforce and Genesis capabilities into a unified platform, eliminating the need for agents to switch between multiple systems while enhancing productivity and customer satisfaction.</p><p>• Call summarization powered by AI allows customer service agents to focus on active listening and problem-solving, reducing post-call workloads and improving the overall experience for both agents and customers.</p><p>• The session emphasized the critical role of AI and unified data strategies in delivering personalized, efficient customer experiences, as businesses face increasing pressure to meet high customer expectations in the experience economy.</p></body></html>
https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987416915001hE3d
Understand how to simplify your CX tech stack to reduce costs and drive personalized customer experiences.
Learn how CX Cloud from Genesys and Salesforce unifies CCaaS and CRM and key features to simplify operations.
<a href="https://docs.google.com/forms/d/1RxLLEWKfFX0b9bpAoLIiCAcWhF_8t_8UZ8HDIdBLXMU/viewform?usp=pp_url&entry.996201328=1748987416915001hE3d">Report a Concern</a>
Theater
This session is first come, first seated. You do not have a reserved seat.
Visible
Yes
Campground
Moscone North
10:00 a.m. Wednesday, Oct 15
Wednesday, Oct 15
71% of execs reported pullback on tech initiatives this year. Hear how American Family Insurance simplified their stack, improved operations, and elevated CX with Genesys & Salesforce.
, VP, Global Technology Partnerships, Genesys
, VP, Contact Center Shared Services, American Family Mutual Insurance Company
- Wednesday, Oct 1510:30 AM - 10:50 AM PDT
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Ali Waguespack
Senior Delivery Manager, Kicksaw
