Genesys

What's happening? Let's talk about it with the CEO of Europe's largest software company right after this.

This episode is brought to you by Genesys.

What does it actually take to put agentic AI to work across an entire enterprise? I recently spoke with Genesys Chairman and CEO Tony Bates about why orchestration is emerging as a competitive advantage in customer experience and what companies need to get right in the AI era.

Then I sat down with Adam Mitchell, Head of Enterprise Business Solutions at Voya Financial, to go inside a large scale agentic CX transformation, including the business decisions, trade-offs, and lessons along the way.

You can watch both conversations now on my YouTube channel today.

[upbeat music] Hello, and welcome to The Experience Podcast, a new series from Genesys exploring the human, economic, and technological forces shaping the experience economy.

I'm your host, Melissa Dixon, Vice President of Content Marketing at Genesys.

And for our very first episode, we're starting with a question at the heart of today's experience economy: Why do some brands simply earn our business while others earn our loyalty? What takes us from customer to advocate, from like to love? And why do our relationships with brands sometimes feel so personal? To explore that, I am joined by Rebecca Mequin, Head of Customer Experience at Ferrari, one of the most culturally significant and emotionally resonant brands in the world, and I am also joined by Peter Graf, Chief Strategy Officer at Genesys, who brings an expert perspective on how AI, technology, and rising expectations are reshaping the relationship between businesses and their customers.

Rebecca, Peter, welcome.

Thank you so much for joining us.

The truth, however, is that companies know so much more and have so much more context in their systems, it needs to be activated.

And that means that when you come and have an experience, and, and this experience is over, that context is not forgotten.

It is stored, it is memorized in your back office systems, in your Genesys platforms.

Yeah, absolutely.

And what I'm finding is people either know Genesys and they really know Genesys or they have no clue.

So let me start off telling people who are listening in on who Genesys is.

We're a customer experience platform.

We talk about orchestrating that customer experience.

So I would encourage people to visit Blitzy and book a demo and look how Blitzy transforms your enterprise operation.

Let's chip gears a little bit.

Let's talk about Genesys.