Michel Delfosse

CX Advisor Genesys

Summit Day Two - Wednesday, 7th October 2026 [CET]

10:05 Fireside Chat: The Experience Orchestration Layer: How Agentic AI Puts Customers Back in Control

Putting customers first in the age of agentic AI requires more than adding automation. In this fireside chat, Genesys and Essent explore how experience orchestration connects data, journeys, AI and people to create more seamless customer experiences. Hear how Essent transformed its CX technology to build a more flexible foundation, how AI is being applied today, and what organisations need to consider as they prepare for the next generation of agentic AI.

Learning Objectives

Explain how experience orchestration differs from simply adding AI or automation to existing customer service technology
Identify the technology, data and journey foundations that can support effective AI-powered customer experiences
Describe how organisations can evolve from CX modernisation and AI-assisted experiences toward more advanced agentic AI use cases

Key Takeaways

Understand the role of experience orchestration in an agentic AI strategy – and how connecting data, journeys, AI and people can keep customer needs at the centre
Learn how modernising Essent's CX environment created greater control over customer journeys while improving experiences for customers and employees
Explore the foundations for the next stage of AI-powered CX

Check out the incredible speaker line-up to see who will be joining Michel.

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