In this fireside chat, Western Sydney University (WSU) shares its journey of leveraging AI to enhance the student and employee experience. By transforming their student engagement hub, WSU has empowered students, typically digital natives, to interact seamlessly on their channel of choice, from voice to WhatsApp, ensuring timely responses and personalised experiences with every interaction. Genesys will chat with the Acting Director of Student Retention and Success at WSU to hear some of their exceptional results in efficiency, satisfaction, and engagement due to their focus on innovation. During the discussion, we will:

• Explore how AI is evolving to revolutionise customer service and operational efficiency 
• Delve into the ways AI can enhance customer experiences, boost satisfaction and increase customer loyalty
• Discover how to integrate AI into the customer experience strategy and deliver measurable value
• Demonstrate how AI-powered CX technology allows world leading brands to manage experiences with previously untapped data