Living In the Moment - AI in the Customer Contact World

In this episode of Living in the Moment, we take you inside the Genesys Xperience 2025 Conference in Nashville—where global leaders gathered to explore how artificial intelligence is reshaping customer experience.

Join Raemie O’Brien and the TLS team as we break down the key themes: the shift from service to the experience economy, the rise of agentic AI, and the growing need for orchestration over simple automation. We’ll discuss the customer expectations that will define 2026, the power of human-AI co-intelligence, and why governance and transparency are now board-level concerns.

Key Takeaway: AI isn’t replacing humans—it’s amplifying their empathy, judgment, and the ability to create experiences that truly matter.