June 2 - 3, 2026
| Free CX Network Webinar Series
Nathalie DeChellis
Senior Director Product Marketing Genesys
Nathalie DeChellis is a Senior Director of Product Marketing at Genesys, focused on customer experience strategy and AI-driven innovation. She brings expertise across B2C and B2B environments, with a strong track record of connecting business strategy to customer outcomes. Her work centers on helping organizations apply AI and customer insight to drive smarter decisions, improve efficiency, and deliver more personalized, data-driven experiences.
Day One - 2 June, 2026
10:00 AM The loyalty–efficiency trade-off that’s breaking CX — and how agentic orchestration can end it
Customer experience leaders have spent years trapped in a false choice: automate to improve efficiency and reduce costs, or rely on people to deliver the personalized experiences that build loyalty. As AI adoption accelerates, that tension is becoming the defining challenge in CX. But the loyalty–efficiency trade-off is no longer inevitable. And the organizations that eliminate it will hold the advantage.
This session explores the shift from fragmented AI and isolated automation to agentic orchestration — a new operating model for customer experience where AI agents don't just give scripted responses, but reason, act and adapt across the enterprise. Powered by Large Action Models, agentic virtual agents can resolve issues faster, personalize experiences at scale and increase operational efficiency without sacrificing trust or experience quality.
You'll see what this looks like in practice across your industry — including how to identify high-impact use cases, build the right data foundations and scale AI beyond disconnected pilots to drive measurable enterprise impact and realize ROI.
If you're exploring the future of autonomous CX, this session will help you understand not just how AI can improve experiences, but how agentic orchestration is redefining how customer experience itself is delivered.
Attendees will learn:
- How to identify the trade-offs in your CX strategy — and the KPIs that matter most to measuring and eliminating them
- The difference between LLMs and LAMs — and when to use conversational AI, autonomous action-taking AI or both
- How to prioritize high-impact AI use cases in your industry and scale beyond disconnected pilots to measurable business results
In Partnership With:
©2026 IQPC. All rights reserved.
