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Customer Experience in the Age of AI

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About this event

What to expect

Join senior customer experience leaders at an exclusive, invitation-only executive event hosted by Genesys at Ladies Day during the Epsom Derby. Set at the historic Epsom Downs Racecourse, this premium gathering combines high-level strategic discussion with VIP hospitality, offering a unique opportunity to explore how AI is transforming customer experience while networking with peers in an iconic British sporting setting.

Why AI-Driven CX Matters Now

As organizations face mounting pressure to deliver personalized experiences at scale, AI has become central to reimagining customer journeys. This event addresses the critical challenge facing CX leaders today: balancing rising customer expectations, operational efficiency demands, and employee wellbeing. You'll explore how forward-thinking brands are moving beyond reactive service models to orchestrated, end-to-end journeys that anticipate needs, guide decisions, and empower frontline teams in moments that matter.

What You'll Explore

The intimate peer-led discussion will cover:

  • Proactive Engagement: How AI enables brands to shift from reactive service to anticipatory customer engagement
  • Journey Orchestration: Connecting data, channels, and teams to deliver seamless experiences across touchpoints
  • Employee Experience: Why empowering frontline staff is critical to differentiated customer outcomes
  • Transformation Roadmaps: Practical insights for organizations at various stages of CX evolution
  • AI & Empathy: Balancing intelligent automation with human connection in customer support

Who Should Attend

This event is designed exclusively for senior leaders responsible for customer experience, operations, and digital transformation — typically C-level executives, VPs, and Directors overseeing CX strategy, contact centre operations, or digital channel innovation. Whether you're actively transforming your CX approach or exploring what's possible with AI-driven orchestration, you'll gain fresh perspectives and practical ideas from peer discussions.

The Experience

Your day begins at 11:00 AM with welcome refreshments in your private box, followed by an exclusive Epsom Tour covering the 'Winning Owners Experience' with expert commentary on the racecard. At 12:30 PM, return to your box for a high-impact presentation exploring how AI, empathy, and intelligent automation can reframe frontline staff support.

From 1:10 PM onwards, enjoy premium hospitality including fine dining,

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