Agentic AI in action: What CX and IT leaders really think—and what comes next

Agentic AI—AI that acts independently to achieve business outcomes—has the power to revolutionize customer experience. But as the landscape rapidly evolves, “agentic” risks becoming another buzzword.

In this webinar, Genesys reveals findings from new market research of 1,600 CX and IT leaders and 4,000 consumers globally that highlights the gap between organizational aspirations and readiness for agentic AI adoption.

Hear what top CX and IT leaders say about preparedness, risks, and concerns—and how consumers feel about interacting with more autonomous systems. You’ll learn how CX organizations can implement effective governance structures to guide agentic AI behavior, mitigate risk and foster customer trust. You’ll gain the knowledge and actionable strategies to take the step into agentic-powered CX confidently.

Attendees will learn:

• Bridge the Readiness Gap: Uncover insights from new research highlighting the disconnect between organizational aspirations and actual preparedness for agentic AI adoption.
• Balance Innovation with Risk Management: Learn how leading CX and IT executives are approaching the risks, governance, and trust-building necessary for deploying autonomous AI systems. 
• Understand Consumer Expectations: Gain a clearer picture of how customers perceive agentic AI and what it takes to deliver positive, trust-driven experiences with autonomous technology.
  

Speakers

Greg Thomas
Senior Director, Thought Leadership
Genesys

Greg Thomas, Senior Director of Thought Leadership at Genesys, has spent his career helping explain how technology solves business challenges. He looks after the thought leadership team at Genesys, which connects the dots on trends in the CX industry to enable leaders across the industry to chart their future. Greg has more than 20 years of experience in communications, marketing, and thought leadership across the technology industry.

Rahul Garg
VP, Products, AI, and Self Service
Genesys

Rahul joined Genesys in 2021 as VP of Products, AI and Self-Service. He’s focused on building the best AI products for Genesys Cloud, including next-generation AI platforms that leverage agentic AI and Generative AI. With over a decade of experience in the AI space, Rahul has a deep understanding of AI technologies and natural language processing. He is passionate about driving AI innovation across the platform to deliver value for all users and personas—from agents and supervisors to end customers. Prior to Genesys, he was Chief Product Officer at Pypestream and part of the founding product team at IBM Watson.

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