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Genesys AI Bootcamp: What Can It Do, What Value Does It Deliver, and How Do You Get Started? / DIALOG! Compact Special (Online)

Everyone seems to be offering AI these days, promising that it can do almost anything. We take a different view. In this interactive afternoon session, we'll take a critical look at the promises being made across the customer experience market and compare them with the realities organizations face in practice.   Using Genesys as a real-world example, we'll explore what AI in customer service can actually deliver today. In small-group discussions, participants will examine practical first steps, identify realistic use cases, and discuss the key considerations for successfully adopting AI within their own organizations.   This is not a sales pitch. It's an opportunity to separate hype from reality, learn from practical experience, and develop a clearer understanding of how AI can create meaningful business value.   Participation is limited to 40 attendees to ensure an interactive and engaging exchange.

14:00 – 15:00:
Presentation: Genesys AI Studio – Introduction and Interactive Demo (Kathrin Herrmann, Head of Genesys Practice, and Peter Santowitsch, Director Genesys Practice | infinit.cx)
15:00 – 15:30:
Presentation: State of AI: What Does It Promise and How Can Those Promises Be Fulfilled? (Ralf Graf, Lead Consultant Advisory Practice | infinit.cx)
15:30 – 15:50:
Moderated Breakout Session: “What Challenges Do I Anticipate?” (All Participants and Facilitators)
15:50 – 16:30:
Summary of Breakout Sessions & Open Discussion (All Participants, Moderated by Kai Nörtemann) Not included in the recording.

Experten

Kathrin Herrmann
(Head of Genesys Practice @ infinit.cx)

has been working as a Customer Experience consultant for more than 25 years. Her focus is on delivering omnichannel customer service projects and advising organizations of all sizes and across industries on the introduction and optimization of digital communication channels.
 
At infinit.cx, Kathrin leads a customer team from both a strategic and business development perspective, working closely with multiple clients to help them modernize customer engagement and create seamless customer experiences. Combining deep consulting expertise with a strong understanding of customer service operations, she supports organizations in turning digital transformation initiatives into measurable business outcomes.

Peter Santowitsch
(Director Genesys Practice @ infinit.cx)

brings more than 15 years of experience in Genesys Customer Success and Professional Services. At infinit.cx, he leads teams that combine deep technical expertise with strong business understanding to create outstanding customer experiences powered by Genesys Cloud.
 
His focus is on helping organizations unlock the full potential of modern customer engagement technologies by aligning business goals, operational processes, and technical capabilities. Peter is passionate about turning complex CX challenges into practical, scalable solutions that deliver measurable value for customers and businesses alike.

Ralf Graf
(Lead Consultant Futurelab @ infinit.cx group)

inspires, empowers, and supports teams and organizations in creating and sustaining outstanding, seamless customer experiences. He achieves this by uncovering meaningful customer insights, developing profitable CX strategies, fostering customer-centric cultures, and implementing collaborative ways of working.
 
Over more than two decades of transforming customer experiences for leading international brands, Ralf has built extensive expertise across the CX landscape. His passion lies in helping organizations turn customer understanding into action, enabling them to deliver exceptional experiences while creating sustainable business value.

Moderator

Kai Nörtemann
(Head of Marketing @ infinit.cx)

brings more than two decades of experience in the contact center industry, spanning application engineering, project management, consulting, presales, and portfolio management. He is also a respected blogger and industry analyst.
 
Passionate about customer service and customer experience, Kai examines both the potential and the limitations of digital transformation. With a background in physics, he sees independent thinking and action as the foundation of meaningful progress and believes that authenticity is the key to lasting credibility.