In 2025, customer expectations are rewriting the rules of engagement. Every click, conversation, and sentiment carries intent, and businesses that can interpret and act on that intent in real time are redefining what exceptional experience looks like. That’s what Genesys innovation will look like. 

Yet, many organizations remain stuck in automation silos, using AI to patch individual pain points rather than to orchestrate holistic, end-to-end journeys.

That’s exactly what Genesys, a global leader in AI-powered customer experience solutions, aims to address in its upcoming live webinar, “Transforming Every Experience with AI,” Scheduled for November 12, 2025.

This session promises to unveil the next evolution of experience design, moving from fragmented workflows to unified, AI-driven orchestration.

Why This Webinar Matters Now

The AI revolution has changed the foundation of how customers interact with brands. AI customer service for higher customer engagement notes a more than 20% reduction in cost-to-serve and other gains, according to McKinsey.  Yet, most enterprises are only scratching the surface of what AI can achieve when applied strategically across the experience lifecycle.

Genesys, in collaboration with Omdia, will spotlight a new maturity framework: The Levels of Experience Orchestration, to help organizations assess where they stand today and what’s needed to evolve toward full orchestration.

This framework goes beyond chatbots and automation. It’s about connecting people, data, and AI to deliver contextually aware, emotionally intelligent interactions that scale.

Inside the Webinar: What You’ll Learn

Hosted by Peter Graf, Chief Strategy Officer at Genesys, and Mila D’Antonio, Principal Analyst at Omdia, this 45-minute live session will unpack actionable insights on:

• Moving from automation to orchestration: How to unify data, channels, and touchpoints using AI for seamless customer journeys.
  
• Understanding the “Levels of Experience Orchestration”: A structured model to evaluate your organization’s CX maturity and identify growth pathways.
  
• Maximizing the ROI of AI: Proven strategies for embedding AI into operations, customer service, and employee experiences for measurable impact.
  
• Real-world transformation stories: How global enterprises are delivering proactive, predictive, and personalized experiences through Genesys Cloud AI.

Who Should Attend

If you’re a CX, Digital Transformation, or AI Strategy Leader, this event is essential. It’s designed for:

• Customer Experience and Contact Center Executives.
• Digital Transformation Officers and Innovation Leads.
• AI Strategists, Data Leaders, and Tech Decision-Makers.
• Business leaders are looking to modernize their CX stack.

It’s for anyone looking to turn AI potential into an orchestrated experience reality.

Meet the Experts

• Peter Graf, Chief Strategy Officer, Genesys

A pioneer in strategy and innovation, Graf leads the vision for how AI and cloud technologies can transform the human experience.

• Mila D’Antonio, Principal Analyst, Omdia

With years of experience analyzing CX and digital transformation trends, Mila brings a data-driven perspective on what separates AI leaders from laggards.

Together, they’ll provide a powerful blend of strategic foresight and practical frameworks to help you build an AI-orchestrated enterprise.

What’s at Stake

In the experience economy, AI isn’t the differentiator; how you orchestrate it is. Tomorrow’s most successful brands won’t simply automate, they’ll anticipate. They’ll use AI to empower employees, personalize interactions, and connect every moment across the customer journey into a coherent whole.

This webinar offers the roadmap to make that vision actionable, with clear steps and measurable outcomes.

Event Details

• Topic: Transforming Every Experience with AI
  
• Date: November 12, 2025
  
• Time: 11 AM PT / 2 PM ET / 7 PM GMT
  
• Speakers: Peter Graf (Genesys), Mila D’Antonio (Omdia)
  
• Format: Live Webinar (with Q&A session)
  
• Registration: Click here to register for free

FAQs

1. What does “experience orchestration” mean in customer experience (CX)?
Experience orchestration refers to using AI and real-time data to coordinate every interaction across digital and human channels. Instead of automating isolated tasks, orchestration connects customer intent, context, and journey history to deliver seamless, personalized experiences across touchpoints.

2. How is AI transforming CX strategies for U.S. enterprises in 2025?
AI is helping enterprises shift from reactive to proactive engagement, predicting needs, personalizing offers, and automating service resolution. In the U.S., leaders in retail and banking report double-digit gains in satisfaction and retention through AI-powered journey optimization and predictive analytics.

3. What differentiates orchestration from automation in contact centers?
Automation solves individual problems (like chatbot queries), while orchestration uses AI to synchronize data, intent, and actions across systems and teams. The result: consistent, context-aware experiences that boost customer loyalty and operational efficiency.

4. Why should CX and digital transformation leaders attend the Genesys webinar?
The webinar provides a strategic roadmap for scaling AI adoption, showing how to evolve from isolated use cases to enterprise-wide orchestration. Attendees will gain practical frameworks and maturity models to benchmark their organization’s CX readiness.

5. Which industries will gain the most from AI-powered experience orchestration?
Sectors like financial services, healthcare, retail, and telecom stand to benefit most. These industries handle high interaction volumes and rely on trust and personalization. AI orchestration can reduce churn, improve first-contact resolution, and enhance both customer and employee experiences.

To participate in our interviews, please write to our IntentTech Media Room at info@intentamplify.com