In this session, leaders from Lloyds Banking Group and Genesys unpack how they link customer and employee experience on a single cloud platform. You’ll hear how they not only simplified a complex tech stack but also were able to embed data-driven personalisation. The changes made it possible for them to offer more seamless, orchestrated journeys — without sacrificing governance or trust.
If you’re planning your next CX transformation, you’ll gain clear checkpoints to help you operationalise AI with confidence — and get a preview of what’s next in agentic AI and journey management.
