CX and AI Strategy Event 2025, Leeds

CX & AI Strategy Event 2025, Leeds

With 82% of customers believing that a company’s service defines its overall quality, meeting rising expectations is more critical than ever. To stay competitive, organisations must deliver exceptional experiences at every touchpoint.

Join us in person to explore how leading organisations are transforming their contact centres to stay ahead. Discover how the right technology and tools can empower your agents, streamline operations, and deliver standout customer experiences.

Why you should attend:

• Reimagining your CX strategy: Learn the latest CX and AI trends sweeping the market to keep you ahead of the curve (and your competition).
• Hear from Genesys customers, Scottish Widows and West Lindsey District Council, about their experiences of driving CX improvement and AI enhancements within the Genesys platform.
• See live demos of cutting edge CX and CRM tech from Genesys and Microsoft: Explore solutions tailored to your needs, whether you have a large or small contact centre.
• Find out how positive agent experiences (EX) result in a supercharged CX.

Agenda

09:30am: Tea, coffee and light breakfast served

10.00am: AI for Agent wellbeing: How to drive a positive agent experience with Generative AI.

10.25am: Genesys Keynote: Future proof your CX. Discover what’s coming next for Genesys and their CCaaS solution, Genesys Cloud.

10.40am: Scottish Widows (part of Lloyds Banking Group):  Discover how Scottish Widows are transforming customer experience, pathfinding within Lloyds Banking Group by implementing Genesys Cloud and AI.

11.00am: West Lindsey District Council: CX Transformation Story – How moving from an outdated on-prem system to a cloud contact centre solution has led to huge efficiency savings.

11.15am: BREAK

11.30am: Live Contact Centre and CRM demo: discover Genesys Cloud and the CRM integration capabilities with Microsoft Dynamics 365.

• Driving personalised customer experiences with Genesys Cloud: a live demo of a voice, and digital interaction.
• Giving your agents the data they need at every touch point: a live demo of Genesys Cloud and Dynamics 365.

12.15pm: Q&A panel: your questions answered.

13.00pm: Lunch and optional access to the Royal Armouries Museum.