Customer experience is entering a new era — one defined by intelligent, autonomous AI agents working together across platforms. In this session, Genesys and ServiceNow® share how agentic AI enables agent-to-agent (A2A) collaboration that goes beyond traditional integrations. By allowing systems to share intent, context and actions in real time, A2A creates more human-like, seamless experiences across self-service, assisted service and operations. Learn how this approach accelerates resolution, reduces friction and unlocks a more connected, AI-driven CX strategy.
Sponsors
Meet the ServiceNow partners who transform business challenges into outcomes that matter. Explore how they accelerate your workflows and turn what’s next into what’s now.
Genesys
Gold
Overview
Genesys provides the AI-Powered Experience Orchestration platform that enables over 8000 organizations worldwide to deliver the best customer and employee experiences
Sponsored Sessions
Sponsor Video On Demand
Intermediate
Agenda Builder
Knowledge
Session
DoubleBookable
Video On Demand
Video On Demand
Session Tile
AI
Business Analyst
Executive
Implementer
Platform Owner
Banking
Session
AI Agents
All AI
AI Agents
AI Experience
Session
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Tuesday, Apr 07
12:00 p.m. Tuesday, Apr 07
, VP, Global Technology Partners, Genesys
- Tuesday, Apr 712:00 pm - 12:15 pm PDTDigital RoomFirst come, first seated
Sponsor Theater
Intermediate
Yes
Agenda Builder
Knowledge
Session
Genesys
All
First come, first seated
Session Tile
Administrator
Business Analyst
Executive
Platform Owner
N/A
Session
AI Agents
All AI
Customer Service Management
Customer Service and Industry Products
All CRM
IT Service Management
All IT
AI Experience
Employee Center
IT Service Management
AI Agents
Customer Service and Industry Products
Employee Center
Session
Non VOD Session
yes
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Wednesday, May 06
12:00 p.m. Wednesday, May 06
For years, CX leaders have faced a false choice: automate to cut costs OR rely on people for high-touch, personalized service. As AI accelerates, that tension has intensified. But the tradeoff is no longer necessary.
This session explores CX done right—where loyalty AND efficiency reinforce each other. With a unified solution, Agent2Agent (A2A) orchestration and deep expertise, Genesys & ServiceNow® are redefining how exceptional experiences are delivered and measured.
If you’re exploring autonomous CX, this session outlines where to start, what’s next, and how to maintain control and quality.
, VP, Global Technology Partners, Genesys
- Wednesday, May 612:30 pm - 12:45 pm PDTExpo - Theater 4First come, first seated
Speakers
Kyle Kuntz
VP, Global Technology Partners
Genesys