Kerv K-Summit seeds an inspired community of CX and EX innovators

Published 22/10/25 under:

Soaring customer expectations, the rise of agentic AI and the high stakes of agent retention were key themes at this year’s K-Summit as CX and contact centre professionals from Kerv customers, gathered to share ideas and experiences. Hosted at the Radisson Blu Hotel, Bloomsbury, London, the event also offered valuable opportunities to connect with fellow Genesys Cloud users while enjoying insightful keynotes, panel discussions and product demos. 

Applying technology for good 

Opening K-Summit 2025, Kerv Experience MD Julian Barrow welcomed everyone and expressed his hope that people would leave feeling informed about the hottest topics in the CX world and inspired to return to their businesses and answer the big questions coming down the line.  

Kerv was founded as a purpose-led organisation; its mission is to use technology for the good of our people, our customers, our society and our planet. “That’s why recently becoming a Certified B Corporation mattered so much,” Julian added. “It gives Kerv customers confidence, not only in who we are and the values we stand for, but also in the level of rigour we apply to measuring success across every project.” 

Booming industry trends 

As the Group’s CTSO, Rufus Grig works with customers across all of the Kerv Practices. One topic continues to dominate discussions – AI.  

“The AI train has well and truly left the station, creating the most fundamental technology shift in three decades. We are now starting to understand its limitations, possibilities, risks and advantages – and how to navigate these challenges in a way that’s safe for our customers and businesses.”
Rufus Grig, CTSO, Kerv Group
 

While deploying AI in contact centres isn’t new, the world changed in 2022 with ChatGPT and its potential to generate human-like responses to user inputs. Initial downsides included output biases and a propensity to generate inaccurate or false information (hallucinations). Yet, the proficiency of ChatGPT in understanding, translating, summarising and transcribing certainly caught the eye. 

The accuracy of generative AI models improved with retrieval-augmented generation (RAG) techniques, allowing users to define sources for data retrieval that were specific to their use cases. A breakthrough that paved the way for employee-support tools like Genesys Agent Copilot. 

Fast forward and a lot has happened since, with exciting advances including: 

• Reasoning models designed to walk through a sequence of logical steps and processes, much like how humans solve complex problems. 

• Agentic AI frameworks and solutions that reason, decide and act autonomously, without pre-coding or pre-training. 

• Model Context Protocol (MCP), connecting AI applications to multiple external systems, databases, search engines, workflows and so on. 

• Agent-to-Agent (A2A) protocol, allowing AI agents to communicate with each other, securely exchange information and coordinate actions. 

A less helpful trend was ‘agent washing’ – deceptive marketing practices where basic automation tools, like rule-based chatbots, are rebranded and sold as advanced agentic AI solutions. Therefore, rigorous due diligence is strongly recommended. 

Genesys: What’s coming next? 

Next up, Kerv Senior Solutions Consultant, Neil MacColl, reviewed the latest Genesys product enhancements and future top picks to look out for. Since January 2025, Genesys has released 236 new features spanning various areas: admins, flows, bots, digital, WFM and more.  

Unavailable after October, the old Genesys Cloud CX user interface has undergone a significant makeover, creating a more modern, consistent and intuitive experience for all user roles. Other forthcoming Genesys roadmap highlights include: 

• Agent Copilot  
  • Recommending the right guide to agents based on customer intent. 
  • Improving adherence and compliance with real-time checklists. 
  • Enabling supervisors to create chapters within interactions using AI outlines. 
• Topic and sentiment notifications 
  • Preventing customer escalations through better proactive issue identification. 
• Content exploration 
  • Viewing transcript data, such as trending topics and keywords, at a glance. 
• Channel enhancements 
  • WhatsApp voice notes, digital warm transfers (enabling agents to consult with colleagues), Bring Your Own SMS (giving customers carrier control) and Apple Messaging for Business.  

In addition, with Kerv Knowledge Hub, customers can now link multiple on-demand resources within their Genesys Cloud platform. 

Re-inventing customer engagement with agentic AI 

Sharing the latest Genesys market perspective and CX insights, Nick Wingrove, VP Customer Success EMEA, stated that companies continue to compete with the best experiences customers have ever had. Those that can adapt will be better placed to succeed. However, it requires a shift in thinking and a move away from apps to journeys, outcomes and teams.  

Genesys Cloud was architected for this CX re-invention, featuring four distinct pillars that embed trust and deliver AI-powered orchestration (see Figure 1) throughout contact centre operations. It provides a complete event data platform for CX analytics and journey management, capturing an average of 1.3 billion sentiments, 17.6 million automated summaries and 4.7 million wrap-up codes each month.  

Now, with agentic AI, bot building has become much simpler. Unlike rule-based automation, which follows a predetermined set of instructions, an agentic bot acts autonomously and requires less human intervention. It can evaluate the broader context of a situation, consider multiple possibilities and determine the best course of action without relying on predefined workflows.  

Figure 1. AI -powered experience orchestration with Genesys Cloud as a Service from Kerv.

To assist with this transition, Nick Chaillier, Senior Director at Genesys, presented an AI maturity framework. Drawing on learnings from over 400 use cases with Genesys customers globally, the framework enables organisations to prioritise AI solutions that offer the greatest returns using scenario-modelled outcomes and metrics. 

Seeing is believing 

Two live demos from Kerv solution architects examined Genesys propositions in further detail.

Focusing on the first two pillars of Genesys Cloud AI capabilities (Automation and Augmentation), Ryan Johnson recommended the latter was a good starting point for Kerv customers. The audience was also able to visualise how Genesys AI Guides could be applied to build complex routing flows, automate documentation and define clear boundaries using inbuilt guard rails. 

Hosted by Neil Draycott and Dimitri Spiropoulos, the second workshop showcased Genesys Workforce Engagement Management. All the main capabilities were highlighted, including workforce management (with automated forecasting), AI-powered quality assurance, speech and text analytics, and gamification. 

CX best practice 

Closing the show, Katrina King, Chief Customer Officer at Kerv Group, chaired a lively panel discussion as three Kerv customers shared their thoughts and real-world experiences with the audience.      

If you’re a Genesys customer and would like to benefit from an Elite Partner skillset, regular feature updates, an assigned Customer Success Manager and a 24/7 support desk, then please get in touch.