Genesys Casual

Annnnnddd we're back from Xperience 2026 in Las Vegas! 

What an incredible few days of connection, conversation, learning, and of course, plenty of fun. While we're still basking in that post-Xperience glow, we thought it was only fitting to make September's Question of the Month all about Xperience!

The Xperience keynotes are now available to watch right here.

We want to know:

-What was your favorite keynote moment from Xperience 2026? 

Whether you joined us in Las Vegas or are catching up from home, watch the keynote(s) and share the moment, message, or takeaway that stood out to you most.

Drop your answer in the comments and you'll earn the September Question of the Month badge for your Community profile! 

It's great to be back - and it was SO much fun getting to meet some of you in person! 

My favorite keynote moment was the discussion around agentic orchestration and the future of AI-powered customer experiences. Hearing how organizations can move beyond isolated AI tools and orchestrate end-to-end customer journeys really stood out to me. The message that AI should not replace people but empower employees to deliver better outcomes was especially impactful. As someone who works closely with technology solutions, I appreciated the emphasis on combining AI, data, and human expertise to create more connected and personalized experiences. My biggest takeaway was that successful CX transformation is no longer just about adopting AI, it's about orchestrating people, processes, and technology together to drive measurable business value.

Thanks,

One of my favorite keynote moments was seeing how Genesys Cloud Copilot can support the entire lifecycle of Agentic Virtual Agents, from building them to diagnosing issues and running tests. It was exciting to see capabilities that can make AVA development faster, more reliable, and easier to evolve.

On a personal note, seeing myself on the big screen when the Genesys Cloud Maestros were recognized was incredibly special and definitely a moment I will not forget! 😊

For me Agent-to-Agent (A2A) interoperability was my event's biggest highlight. By introducing an open protocol standard, Genesys is enabling virtual agents from entirely different ecosystems to natively coordinate complex work, seamlessly share data, and effortlessly track tasks across unified customer journeys.

I found Erik Weihenmayer's entire keynote to be extremely motivating. I know it wasn't exactly Genesys focused but I loved the message he tied into it and how it connected to Genesys. 

Xperience was great, and I'm so glad that I got to be there in person! Although there were many moments of information on features that look very promising, Erik's closing keynote was truly moving. I left that afternoon feeling inspired, motivated and energized for the future. Erik had stories and experiences that I believe will serve as inspiration in my personal and professional life. Great find for a closing speaker Genesys team, he is truly a 1/1!

Tony Bates said it best: Start small-think big-scale fast. That's the exact mindset we need for bringing these new AI tools back to our teams!

I'm right there with you, and i think there needs to be clear communication with executives about re-imagining what "good" looks like. These new tools have different meter sticks by which they are measured, and don't immediately tick all the legacy boxes on acceptance.

I watched Xperience remotely this year 😊

One of my favourite keynote takeaways was the shift from AI-assisted experiences towards agentic orchestration particularly the idea of bringing people, AI, data and systems together around an outcome.

It was also a very special Xperience personally, being recognised as a 2026 Orchestrators Innovation Awards Developer finalist and seeing the Orchestrators Maestro recognition during Xperience. 😊

Lots of exciting things ahead for Genesys Cloud! 🚀

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Phaneendra
Technical Solutions Consultant
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I found Glenn Nethercutt's Operating Model discussion with the history of ocean travel was fascinating but Tony Bate's discussion with Roger Kalia was so on point. My daughter is a conductor and composer (a musical one not a Genesys one 😄) and I had to get her to come and watch that part with me.

I love that there was a family connection there! Thank you for sharing! I definitely walked away with a renewed respect for conductors, composers, and musicians after listening to his presentation. It was a standout for me too.

I still need to catch up on everything from home.

I hate to do this because you're looking for engagement about the keynotes specifically, but....lol -- Honestly the keynotes are not why I attend and I did not sit through the entirety of each of them.  They're extremely low on my conference priority list (not just for Genesys, but all conferences)

Specific to this year's Xperience, as a customer, I honestly feel like they need pared way down and that the conference can better use that reclaimed time for more breakout session availability.  It was virtually impossible to reshuffle your schedule (assuming you signed up for the limited spots beforehand to begin with) if you had something come up and had to miss a session.

In the past, I don't remember the schedule being so crowded.  If attendance will continue to be so high, either an extra day of actual breakouts or paring down the keynotes to add another slot each day would be really beneficial to customers and partners. 

Hi Chad! All event feedback is welcome and encouraged. I'm so glad you shared it, and I'll share with the team too so they're aware. Thank you for taking the time, and for being part of Xperience with us! 

With breakouts being more of a focus on the priority list, I'd love to hear how those experiences were for you. Any standouts?

Hey Ami -- there's a lot of value add in maximizing what we're getting out of (and already paying for with) Genesys Cloud, so the best breakout session of the week for me was Self-optimizing contact center performance with the product leaders over Analytics, Reporting, WFM, etc.. -- Matt Smith, Jim Nies and Anik Dey.  Both the presentation and the time they spent afterwards answering questions from people provided good insight into how some of the current features are being improved and what we should be looking forward to.

I watched Xperience remotely this year while working 😂

For me best part was AVA.

A2A and the orchestration have my interest piqued. Calling agents from agents will be a game changer for our organization.

Unfortunately, I couldn't attend in person-I was really dying to go. The part I liked best was Genesys Cloud Copilot; it's incredible to see its capabilities and how Genesys is at the forefront of these types of implementations.

I wasn’t able to follow the keynotes live this time, but someone sent me this photo from the event. It was a really nice surprise to see the Orchestrators Maestro recognition included. Definitely a special Xperience moment for me.😅

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Luiz Rosa
Full stack developer
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My favorite keynote takeaway was the shift toward agentic orchestration, pulling people, AI, data, and systems together around one outcome instead of a bunch of isolated tools. That is exactly where this is headed. A2A interoperability stood out too; agents coordinating across different ecosystems is going to change how a lot of us build. I got back to my hotel room and immediately started building what was talked about on stage😄🤓

On a personal note, being there in person and getting recognized on stage as an Orchestrators Maestro, plus being a finalist for the Innovation Awards, made this one a special one for me. Did not take the win, but the whole experience meant a lot.

Great getting to meet a few of you and others face to face. Already looking forward to the next one.

My favorite keynote was to see how AI and the special Copilot has been rolled out to thousands of agents with big success in effiency. Both with saving time on after call work and to concentrate on actually talking to the customer. 

My Favorite keynote moment from genesys xperience 2026, was How AI and automation are  transferming customer empowering employees to work smarter. It was inspiring to the possibilty of the next generation of CX.  

My highlight was the analogy of Genesys Experience Orchestration to an orchestra with a conductor. It made the concept incredibly visual, memorable, and easy to understand.

I really enjoyed the message of trust being woven throughout the keynote addresses, and throughout the week in the smaller sessions. It kept the primary goal of good/well-meaning customer service top of mind. 

I wasn't in Las Vegas, but I watched remotely - and it was spectacular! Xperience 2026 in Vegas really showed why this event is such a big deal. The vibe was all about connection, learning, and celebrating the community - and you could feel that energy from day one.

One of the hottest topics was the shift toward agentic orchestration. It popped up in several keynotes as the future of CX - bringing people, AI, data, and systems together around outcomes instead of isolated tools. A lot of folks said this was the moment everything "clicked".

I also really liked Tony Bates's statement: Start small, think big and fast.

Very motivating.

I thought it was great to hear this a few times - think about your intended business OUTCOMES first. AI is new and exciting to many, but you need to consider what will help your customers and agents before just building it out. 

I'd have to say the best part was seeing six of my colleagues featured on the Maestros' big screen, and then seeing our company being recognized and congratulated for having such an incredible number of Maestros. That was definitely a proud moment for us! Hahaha

One of my favourite moments from the keynote was seeing what's possible with Genesys Cloud Copilot and Agentic Virtual Agents (AVAs).

What really caught my attention was seeing Copilot support the entire AVA lifecycle from building and testing, to diagnosing issues and continuously improving the experience.

That really resonated with me.

The exciting part isn't just the ability to build AVAs faster. It's the potential to make them easier to understand, troubleshoot, test and evolve - helping teams move from simply deploying AI to continuously improving it.

This feels like a really important step towards making Agentic AI more practical and accessible for organisations looking to get genuine value from it.

Lots to be excited about! 

Unfortunately, I couldn't make it to Las Vegas this year - although I definitely wish I had! 😄

From everything I followed through LinkedIn and the posts shared by colleagues, one of the moments that stood out to me the most was seeing Genesys recognize the power of its Community and celebrate the Maestros.

I think that recognition says a lot about what makes the Genesys ecosystem special. It's not only about technology and new features, but also about the people who share knowledge, help others, challenge ideas, and keep the Community active every day.

Seeing the Maestros being recognized and introduced at Xperience was especially meaningful to me. It reinforces that contributing to the Community really matters - and makes me want to be there in person even more next year! 😉

Congratulations to everyone who made Xperience 2026 such a great event! Hopefully, I'll be joining you in person at the next one. 🚀

Hi,

I've always been a fan of - AI acting as an "orchestrator" rather than just an assistant, using customer context & real-time intelligence to determine the best next action across the entire journey Agentic Experience Orchestration where AI, humans, workflows, data, and business systems work together to proactively drive customer outcomes.

Thanks

Assisti ao Xperience remotamente,  preciso rever.

I followed it remotely. My favorite keynote was to see all features are geared towards AI. Excited to follow the next steps.

I wasn't there in person, but seeing my six colleagues who are Maestros representing us was truly unique.

It was a feeling of immense gratitude, pride, and emotion. Seeing people who are part of our daily lives represent our team and our company so well is truly special.

I am so proud of you all!

It's hard to pick a single moment I enjoyed, but I liked a lot when Tony said to start small, but think big. Must project don't even see the light of day because they end up growing so big that companies might reconsider their decision. When you start small, you can start seeing the benefits, and keep building on top of that, until it finally matches what you idealized by thinking big at the beginning.

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Rafael Marciano BELISRCIANO
Genesys - Employees
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I watched Xperience remotely this year while working 😂 I so wish I was there! Some of my colleagues were there, and they told me all about it and how good it was. I will say, though, that the two days of guest speakers were great to listen to.

One of my favourite keynote takeaways was the shift from AI-assisted experiences toward agentic orchestration, particularly the idea of bringing people, AI, data, and systems together around an outcome. I also really liked the focus on recognizing the achievements of Genesys Orchestrators and the people behind the work.

Hopefully, next year I'll have a chance to go! 🤞

My favorite moment was definitely when they showcased Navigator and how it uses AI to recognize customer intent. Seeing that kind of intelligent, real-time intent detection in action really stood out to me - it points to where the platform is heading in terms of proactively understanding what customers need rather than just reacting to their requests. That's exactly the kind of capability our clients here in Chile are increasingly asking about, so it was great to see it demoed at Xperience.

My favorite keynote moment was the discussion around Human + AI workforce
The discussion moved away from the simple question of "Will AI replace agents?" toward how humans and AI should collaborate, including appropriate handoffs, roles, accountability and workflows.

The biggest takeaway from Xperience 2026 is that Genesys is positioning Genesys Cloud not simply as a contact-center platform with AI features, but as an AI-powered orchestration platform where people, AI agents, data and enterprise systems work together to move customers from intent to outcome.

I wasn't able to attend, and my intention to watch it remotely hasn't materialised yet - but I do intend to catch up. I was at Xperience Live in London earlier in the year and that was a fantastic event, so looking forward to building on the messaging there. 

One message that really stood out to me was the focus on starting with the outcome, not the technology.

There is so much excitement around AI right now, but the reminder to first ask, "What are we actually trying to improve for the customer or employee?" really resonated with me. From there, AI, data, people, and orchestration become the means to achieve that outcome rather than the goal themselves.

For me, that's what makes the direction of Genesys Cloud so exciting - not just adding more AI, but making it practical, purposeful, and connected to real business and customer outcomes

I got the most out of the talk with Roger Kalia of the Evansville Philharmonic on the topic of bringing a different culture into the classical music space as well as the importance of being able to actually "do" and understand the work you are directing others to do to build trust and understanding.

Even while following along remotely, it was exciting to see my six colleagues, who are Maestros, representing our team and our company so well.

Seeing you shine like that also motivates me to keep growing and, who knows, maybe become a Maestro myself one day.

I’m so proud of you all! Congratulations!

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Letícia
-
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Even though I could only follow Xperience from afar, it filled me with joy to see my six Maestro colleagues shining as they represented our team and company.

You all inspired me deeply and made me even more eager to keep developing myself. Maybe someday I'll become a Maestro as well!

Congratulations!

Everything was great! Looking foward to the next one!

My favorite moment from Xperience 2026 was Genesys Cloud Copilot and Agentic Virtual Agents.

My favourite part was getting to see Navigator - we're really looking forward to getting our hands on it and experimenting with it ASAP!

I also took part in a few roundtables, which were really insightful and a great chance to hear how others are approaching similar challenges. 🙂

My favorite keynote was the analogy Glenn made with big navigations and now the ability to navigate throughout Genesys orchestration using the Navigator. Brilliant and simple to understand.

My favorite moment was the concept of pushing away from the shore and creating a floating object that gradually becomes a vessel. What stood out to me was the idea that it evolves into a vessel through human nature, our innate tendency to optimize, improve, and refine things over time. Great message.

Along with others above, hard to pick one moment. Tony's point of "Start small, think big, and scale fast." is an excellent strategy.

Sessions and shared info on Navigator, Orchestrator, AVA, A2A and MCP were of most interest. 

Erik's closing keynote was moving for sure and really brings to light with proper motivation and courage, you can do so many things in this world even when thought nearly impossible. Reminds me of the older Jimmy Valvano speech from years ago "Don't give up... Never give up". You keep pushing forward and push beyond your comfort zone. The human body and mind is amazing.

Adorei!!

Um de nossos clientes foi reconhecido lá! 💟

I'm still to catch up on it, hope to get to it this week!

My favorite keynote takeaway from Xperience 2026 was seeing how AI is evolving from simply assisting agents to becoming a true part of the overall customer experience. The focus on combining AI with human empathy really stood out to me, it reinforced how technology can make interactions more personalized, efficient, and meaningful.

Infelizmente, não pude participar do Xperience este ano, mas uma coisa que me chamou bastante a atenção foi o retorno das pessoas que estiveram lá.

Tenho visto muitos comentários positivos sobre o evento, as conversas, os anúncios e, principalmente, sobre a oportunidade de trocar experiências diretamente com outras pessoas do ecossistema Genesys.

O que mais me deixou feliz foi ouvir feedbacks muito positivos de clientes que participaram. No fim, além das novidades de produto e tecnologia, esse tipo de evento também é uma oportunidade importante para aproximar clientes, parceiros e a própria Genesys.

Espero conseguir participar de uma próxima edição.

__________________________________________________________________________________________________________________________________________________________________

Unfortunately, I wasn't able to attend Xperience this year, but one thing that really stood out to me was the feedback from the people who were there.

I've heard many positive comments about the event, the conversations, the announcements, and especially the opportunity to exchange experiences directly with others in the Genesys ecosystem.

What I was particularly happy to hear was the positive feedback from customers who attended. Beyond product and technology announcements, events like this are also a great opportunity to bring customers, partners, and Genesys closer together.

I hope I'll be able to attend a future Xperience.

I truly loved Xperience this year.

I feel like I have more confidence to move forward with updating our IVR to an IVA after the customer testimonials and in-depth discussions during the sessions. 

Hi !

For me, one of the biggest takeaways was seeing how Agentic AI is becoming part of the complete customer journey, not just another AI feature.

I really liked the focus on orchestration and how AI, automation and people can work together to create better experiences. It gave me many ideas to bring back to customer conversations and demos in LATAM.

Great Xperience this year!

Ombeee!! Excelente, muy bien!

I think Tony Bates mentioned something really important in the first 20 minutes: companies have important data about their customers but usually it is too fragemented. This fragmentation of data is becoming a liability. In order to make the most out of AI, data needs to be accessible throughout the process.

Genesys understood this early, which is why I love their REST architecture!

One of my favorite moments was seeing the Genesys Orchestrators being recognized on stage. It was even better seeing Brazil so well represented, with so many Brazilian Orchestrators being recognized. 🇧🇷 Really cool moment!

Everything was so cool that it's impossible to single out just one moment. 

Meu momento favorito foi perceber como o Xperience trouxe a tecnologia para um lado cada vez mais humano. 

Mais do que as novidades e funcionalidades, gostei muito da mensagem de que a experiência do cliente e a experiência de quem atende precisam caminhar juntas.

Foi um daqueles momentos que fazem a gente parar e pensar: "é exatamente por isso que fazemos o que fazemos". 

There were several great moments from Xperience 2026, but two really stood out to me.

On a personal level, seeing the Genesys Maestros recognized during the event was a very special moment. Being presented as one of the Genesys Maestros made it even more meaningful for me. It was great to see the community and the people who actively contribute, learn, share knowledge, and help others being recognized on such an important stage.

From a technology perspective, A2A (Agent-to-Agent) was one of the topics that caught my attention the most. The idea of AI agents being able to collaborate across platforms, share context and coordinate actions opens up many possibilities for more connected and autonomous customer journeys.

For me, these two moments represented both sides of what makes the Genesys ecosystem exciting: a strong community of people and a technology platform that continues to evolve toward more intelligent, connected and agentic experiences.

Definitely some memorable takeaways from Xperience 2026!

I had several favourite moments but the standout was sharing a stage with the newly crowned maestro Lori Loveric.  We discussed how Orchestration is no longer just tied to service and that it extends really well into the retail to improve the end to end branded customer experience across all touchpoints -  we called this the One brand experience and orchestration is a game changer that will underpin the next retail evolution.  It really was  fantastic to share the success story that Lori and her team at Trademark Global have achieved. 

I like comments - Tony Bates said it best: Start small-think big-scale fast.

OK, I'm admittedly partial, but my favorite keynote moment was when Scott Cravotta showed the list of 2026 Genesys Orchestrators Innovation Awards winners across the big screen and shared the sizzle reel from the awards ceremony. The customers who won this year - and the finalists who were steps away from winning - have achieved remarkable results from all their hard work orchestrating ever-better experiences. Celebrating them at the keynote and throughout Xperience was the highlight for me. 

Everything was great, but my favorite moment from Xperience 2026 was hearing about Genesys Agentic Virtual Agents

I watched Xperience 2026 remotely this year, and the moment that stood out most to me was the discussion around Agent-to-Agent (A2A) interoperability and agentic orchestration in general. The idea of virtual agents from different ecosystems being able to coordinate work and share context natively feels like a real shift, not just an incremental feature.

What resonated with me personally is how this ties into inclusion and accessibility work we're doing internally - as we prepare to migrate agents with visual impairments to Genesys Cloud, the idea that AI can take on more of the repetitive coordination work (context handoffs, task tracking across channels) means we can focus more energy on making the actual agent experience more accessible and less about managing fragmented tools.

The "start small, think big, scale fast" message also stuck with me - it's exactly the mindset we're trying to apply as we roll out our own AI and automation initiatives step by step instead of trying to do everything at once.

Congrats to everyone recognized as Maestros this year - hoping to get there myself eventually! 😊

Great insight, I was there and it was the best Xperience so far.

My favorite takeaway from Xperience 2026 was the shift from AI-assisted experiences to agentic orchestration. What stood out to me was the idea of bringing people, AI, data and systems together around a customer outcome rather than treating them as separate tools. From a Workforce Management perspective, I'm especially interested in how this will reshape workforce planning as human and AI workforces increasingly operate together.

The part of the presentation that interested me the most was the discussion about the strategic use of technology to create more effective and meaningful customer experiences. I found it particularly interesting to see how artificial intelligence can deliver greater value when it is integrated into a broader strategy rather than being used as a standalone solution.

Another important point was the idea that technology should support people by expanding their capabilities and helping them achieve better outcomes. For someone who works with technology solutions, this perspective highlights the importance of combining data, professional knowledge, and artificial intelligence in a practical and collaborative way.

My main takeaway is that improving the customer experience requires much more than simply adopting new tools. Organizations need to connect their strategy, teams, processes, and technology in a coordinated way to create tangible improvements for both customers and business performance.

One of my favorite keynote moments was hearing about Copilot and AVA. 

Back to the daily grind, but with energy levels sky-high! Even though I had to catch the keynotes from home, the main presentation was full of "aha moments." My biggest takeaway was seeing how the new tools simplify our day-to-day operations; the live demo of the new capabilities was simply brilliant. Thanks for sharing the recordings.

Listening to Erik Weihenmayer talk about pushing through the obstacles of life experiences.

My favorite was the focus on how AI can enhance, guide and inspire people to be able to think bigger.  I also very much appreciated the sentiment to start small and work towards something bigger.   

I really enjoyed the agentic orchestration and the illustration and presentation.  It really emphasized how we think about the overall picture not just focusing on a single piece.

I joined remotely, but definitely enjoyed the discussion on AI-assisted experiences towards agentic orchestration

"Start small, think big, and move fast" is very catchy. It is true at so many aspects of life.

Glenn Nethercutt's key note and the whole oceanic analogy was fascinating

What stood out to me most at Xperience were the customer stories shared during the main sessions. Seeing what other companies are already doing, the paths they've taken, and the results they're achieving gave me a lot of ideas to take home.

One thing Tony Bates said also stayed with me: "Think big, start small, scale fast." You don't need to wait until everything is ready to get started. Start simple, test, learn, and keep moving forward.

It was great to experience all of this in person in Las Vegas.

I couldn't be there in person, but I watched some of the sessions online. It was great to see what other companies are doing and get new ideas. Hope I can join in person next time! 🙂

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Aleff Silva.
Contact Center Analyst
Grupo Equatorial Energia | Brazil
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Original Message:
Sent: 09-22-2026 08:33
From: Sanderley Lima
Subject: Question of the Month - September 2026

What stood out to me most at Xperience were the customer stories shared during the main sessions. Seeing what other companies are already doing, the paths they've taken, and the results they're achieving gave me a lot of ideas to take home.

One thing Tony Bates said also stayed with me: "Think big, start small, scale fast." You don't need to wait until everything is ready to get started. Start simple, test, learn, and keep moving forward.

It was great to experience all of this in person in Las Vegas.

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Sanderley Lima.
Contact Center Manager
Grupo Equatorial Energia | Brazil
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Spot on, San! That mindset of "think big, start small, scale fast" really changes how we approach innovation... As Mark Zuckerberg says: "no idea is born fully formed, it needs to be built and put into action". Seeing those real-world customer stories opens up a lot of great perspectives on how we can apply these concepts to our own initiatives. Awesome to see you representing there in Las Vegas!

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Luciano Gabriel de Sousa Lima
Senior Project Management and Performance Analyst | Equatorial
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Original Message:
Sent: 09-22-2026 08:33
From: Sanderley Lima
Subject: Question of the Month - September 2026

What stood out to me most at Xperience were the customer stories shared during the main sessions. Seeing what other companies are already doing, the paths they've taken, and the results they're achieving gave me a lot of ideas to take home.

One thing Tony Bates said also stayed with me: "Think big, start small, scale fast." You don't need to wait until everything is ready to get started. Start simple, test, learn, and keep moving forward.

It was great to experience all of this in person in Las Vegas.

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Sanderley Lima.
Contact Center Manager
Grupo Equatorial Energia | Brazil
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Excelente, San! Acompanhei parte do evento de forma on-line e foi muito inspirador conhecer um pouco mais das inovações e possibilidades que a plataforma vem trazendo.
A frase que mais te marcou traduz muito da sua postura no dia a dia: pensar grande, transformar ideias em ações e evoluir de forma contínua. Isso fica muito evidente nos seus posicionamentos, na forma como conduz os desafios e, principalmente, na maneira como você desenvolve e engaja seus liderados.
Sem dúvida, uma experiência que traz muitos aprendizados e reflexões importantes sobre o futuro da nossa operação. Muito inspirador!

Original Message:
Sent: 09-22-2026 08:33
From: Sanderley Lima
Subject: Question of the Month - September 2026

What stood out to me most at Xperience were the customer stories shared during the main sessions. Seeing what other companies are already doing, the paths they've taken, and the results they're achieving gave me a lot of ideas to take home.

One thing Tony Bates said also stayed with me: "Think big, start small, scale fast." You don't need to wait until everything is ready to get started. Start simple, test, learn, and keep moving forward.

It was great to experience all of this in person in Las Vegas.

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Sanderley Lima.
Contact Center Manager
Grupo Equatorial Energia | Brazil
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Great insights, San! I really liked the "Think big, start small, scale fast" message too. It's a great reminder that we don't have to wait for everything to be perfect before taking the first step. Thanks for sharing your experience from Xperience!

Original Message:
Sent: 09-22-2026 08:33
From: Sanderley Lima
Subject: Question of the Month - September 2026

What stood out to me most at Xperience were the customer stories shared during the main sessions. Seeing what other companies are already doing, the paths they've taken, and the results they're achieving gave me a lot of ideas to take home.

One thing Tony Bates said also stayed with me: "Think big, start small, scale fast." You don't need to wait until everything is ready to get started. Start simple, test, learn, and keep moving forward.

It was great to experience all of this in person in Las Vegas.

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Sanderley Lima.
Contact Center Manager
Grupo Equatorial Energia | Brazil
------------------------------

Well done Sanderley, that´s the message that mostly impacted myself as well as I watched the key note online. We are very glad that you were able to make it to Las Vegas representing Equatorial´s ContactCenter operations. See you next year!

Original Message:
Sent: 09-22-2026 08:33
From: Sanderley Lima
Subject: Question of the Month - September 2026

What stood out to me most at Xperience were the customer stories shared during the main sessions. Seeing what other companies are already doing, the paths they've taken, and the results they're achieving gave me a lot of ideas to take home.

One thing Tony Bates said also stayed with me: "Think big, start small, scale fast." You don't need to wait until everything is ready to get started. Start simple, test, learn, and keep moving forward.

It was great to experience all of this in person in Las Vegas.

------------------------------
Sanderley Lima.
Contact Center Manager
Grupo Equatorial Energia | Brazil
------------------------------

San, que mensagem inspiradora! É muito importante ter uma liderança que nos impulsiona, nos inspira e nos desafia a enxergar as coisas de uma forma diferente. É uma honra ter você nos representando nesse evento e trazendo para o nosso dia a dia as tendências de mercado e novas ideias que nos ajudam a evoluir !!

Original Message:
Sent: 09-22-2026 08:33
From: Sanderley Lima
Subject: Question of the Month - September 2026

What stood out to me most at Xperience were the customer stories shared during the main sessions. Seeing what other companies are already doing, the paths they've taken, and the results they're achieving gave me a lot of ideas to take home.

One thing Tony Bates said also stayed with me: "Think big, start small, scale fast." You don't need to wait until everything is ready to get started. Start simple, test, learn, and keep moving forward.

It was great to experience all of this in person in Las Vegas.

------------------------------
Sanderley Lima.
Contact Center Manager
Grupo Equatorial Energia | Brazil
------------------------------

I also enjoyed Erik Weihenmayer's speech.  It was very motivating and told a story of overcoming adversity, while being determined & focused & how to handle set backs.

The moment that stood out most to me was when Tony said, "think big, start small, scale fast." It captures exactly where we are and where we need to go. 

I loved how he stressed the shift in KPIs - should we be looking at volume of contacts or the actual outcomes? Very thought provoking!

The final keynote speaker..so emotionally impactful.

I really enjoyed the event overall. It was great to be there, learn about the latest updates, and see what's new.

I was lucky enough to be in the crowd in Vegas this year.  But I thought the most interesting thing was the idea behind Navigator, A2A communication and the idea of 'a co-pilot for everything'.  It feels like Genesys will be positioned (or at least ready to be) in the middle of all business process, not just those traditionally associated with Contact Centre.  

I loved everything Erik Weihenmayer had to say.  He was such a motivationally positive and encouraging guy.  While I understand that it wasn't necessarily a specific function/feature of the Genesys Cloud CX platform, for me, it added to the overall experience at Xperience.  

I also love any and every aspect of AVA (not Gabor or Mendes, etc.  Those are different Avas).  

All customers telling their AI success stories was inspiring to me! A lot of good discussions about AVA, Copilot and Agentic Orchestration.

My favorite moment was hearing about the importance of people in the age of AI. We often focus so much on how we can implement AI and automate more that we can forget about the people behind the experience.

AI can be incredibly powerful, but people are still at the heart of the process. For me, that was a great reminder that the real opportunity is not to take people out of the equation, but to use AI to empower them and create better experiences.

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Luis Quintana

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One of my favorite takeaways from Xperience 2026 was the focus they gave over and over on how important is the value of solving the real business/customer problem over the technology.Because technology and orchestration are valuable only if they are focused on the right outcomes.

I loved the fact that after sharing allll the amazing AI functionality Genesys has that we had special offers available to help customers evaluate and adopt these functions via A2O offers, major discounts on Beyond training, as well as the AI Acceleration Services at 50% off through 1/31/27! It's definitely time to GO BIG!!!

I appreciated the comment/reminder of what we are really trying to do with AI. The fact that we are looking to improve the experience for both customer and the business and that AI helps but is not the answer to all questions or issues around service delivery, and that customer outcome should always be the focus is still important.

My fav was Tony's key note.... excerpt below:

I didn't get to join in person this year, but look forward to catching up on all the AI that was discussed and opportunities for the future

As a Coddera employee, my favorite keynote was the Maestros initiative.
Being able to accompany my colleagues on this journey is deeply satisfying, especially with the recognition and visibility it brings.

Unfortunately, I couldn't attend Xperience in person this year, but seeing myself on the main stage as part of the Orchestrators Maestro recognition was definitely an incredible and unforgettable moment. I'm very proud to be part of this amazing community!

Recognizing the Maestros was undoubtedly the best part. Not only because it was great to see so many fellow Brazilians and my company being represented, but also because I recognized many faces of colleagues I truly admire.

My favorite moment will always be interviewing our customers.  Every panel was incredible, and hearing firsthand how our platform is making a real impact on people, businesses, and their everyday experiences is truly inspiring. This is definitely my favorite part of what I do!

I had to follow the event from home, but I have high expectations for what Copilot can bring to the experience; I hope to attend in person someday!