AI-Driven Agents, Human-Centered Service
July 15 - 16, 2025
| Free CX Network Webinar Series
Matthew is Vice President Commercial Operations with Genesys, leading a team focused on go-to-market strategy and operations of Genesys’ AI Portfolio and a seasoned sales and operations executive with 20 years in the customer experience industry. Over his career, Matthew has had the opportunity to spend time as an enterprise end-user, consulted around CX strategy with some of the largest global contact centers, and led global managed services providers and systems integrators, always with a focus on helping organizations drive revenue growth, improve operational efficiency, and optimize customer experience.
Day One - July 15
10:30 AM Empathy engines: Orchestrating the future of CX with AI and agents
With rising customer expectations comes increasing pressure to deliver faster and more personalized service with embedded emotional intelligence. In this session, we will explore how AI can help brands not only meet the demands of the experience economy, but transform them into opportunities for greater efficiency and deeper connection to your customers.
We will also take a look into how AI agents will become the cornerstone of modern CX, blending the empathy of a human interaction with the precision and scalability of AI.
Attendees will learn:
- How leveraging agentic AI can help set the stage for the next evolution in customer engagement.
- How AI-driven agents use real-time insights and automation to deliver seamless, human-centric service across every touchpoint.
- To uncover the key principles of responsible AI and how to unlock measurable business outcomes such as operational efficiency and customer loyalty by embedding AI into every interaction.
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