Ritchie Butters | IPI

Penny Power OBE

Exploring how large organisations balance automation with human experience to maintain trust, empathy, and meaningful customer interactions at scale.

Dom Black | Cavell

A grounded view of how the CX landscape is evolving, with a focus on what enterprise organisations should realistically expect as transformation programmes mature.

Paulette Toynton | Genesys (Former MDF, Global Head of Channel Servicing & Customer Care Strategy at HSBC)

Bringing an enterprise perspective on how AI is orchestrated across systems, teams, and journeys to deliver measurable impact at scale.

Annabelle Goymer | IPI & Gerard McGlynn | IPI

Orchestrating the Genesys platform to fit your business - not the other way around.

Genesys Cloud is one of the most configurable platforms in CX — but that flexibility is only valuable if you know how to use it. Annabelle Goymer and Gerard McGlynn walk you through the platform in depth: the levels of adoption, how to sequence investment to build value over time, and how bolt-on capabilities like Cloud PCI and YourTime extend what's possible. A practical, no-assumptions overview for organisations at any stage of their Genesys journey.

Patrick Bosworth | Genesys & Matt Taylor | IPI

This isn't a roadmap presentation. It's a live, interactive demonstration of agentic AI and Co-pilot working inside a real Genesys environment — showing both sides of the conversation. You'll see the full customer journey through the lens of agentic AI, alongside how Co-pilot supports agents in real time. If you've been wondering what this actually looks like in practice, this is where you'll find out.

Ritchie Butters | IPI

Penny Power OBE

Exploring how organisations balance efficiency with empathy to deliver meaningful customer experiences in increasingly automated environments.

Dom Black | Cavell

A grounded view of how the CX landscape is evolving, with a focus on what’s realistic and relevant for smaller, fast-moving operations.

Steve Murray | IPI

Exploring how the SMB and Mid-Market is often overlooked by vendors, and how data sovereignty, simplicity, and the right approach to AI can unlock real, immediate impact.

Derek Morrison | ElasticCX

Not every organisation is in the same place with AI — and ElasticCX is built with that in mind.

This live demonstration takes you inside the platform to show what's possible across the full spectrum of adoption: reporting, analytics and AI capabilities that can be switched on tomorrow and immediately deliver value, alongside features that reward a bit more thinking and configuration to truly fit your organisation. Practical, honest, and built around where you actually are — not where a vendor wants you to be.

Matt Taylor | IPI

Payments still sit at the fault line between CX ambition and compliance reality — and when they're treated as a late addition to the customer journey, the cost is quiet but real: friction, abandonment, and growing audit complexity.

This live demonstration covers four solutions within IPI's Cloud PCI suite — Pauseable, IVR Assist, Agent Pay, and Pay by Link — showing what it looks like when security is designed into every channel by default, rather than bolted on at the end. The shift isn't just technical. It's a design decision.