Solutions Spotlight: One Journey Across Every Channel

Are you able to deliver a joined-up customer experience, regardless of channel, every time? During this Solution Spotlight you’ll get a demonstration of how a single customer interaction flows across channels and systems without breaking, eliminating disjointed journeys and siloed teams, in the Genesys Cloud CX platform.

You can expect to see how AI supports the frontline in real time, reduces effort and burnout, and ensures every customer interaction feels connected, contextual, and consistent from start to finish.

Brands using this technology include HSBC, Refuge, Electrolux, Eir, Fibrus, PureGym, Virgin Atlantic and some of their stories will be shared to bring this session to life.

The solution being demonstrated is the end-to-end AI-powered customer experience with Genesys Cloud CX including AI-powered agent assist, co-pilot guidance, journey management, and workforce engagement tools working together in one seamless flow.

Please note that, unlike other CCMA events, by registering for this event you acknowledge and agree that your name, job title and email address will be shared with the named solutions provider that you sign up to see. This data will not be shared with any other organisation or third party.

About the Speaker

Michelle Draper, Contact Centre Manager, Bright Horizons

Michelle is an experienced Contact Centre Manager with eight years at Bright Horizons, where she has led operational growth, cultural transformation, and sustained high performance. She heads a consistently top‑performing operation, excelling in KPIs, customer satisfaction, retention, and colleague engagement. She is especially proud of developing a strong leadership pipeline that has supported progression across the organisation. With senior leadership roles at Barclays and John Lewis, Michelle has contributed to major restructures and centralisation programmes. She brings a strategic focus to people development, operational excellence, and organisational growth.

Mel Lomax, Learning & Accreditation Manager, CCMA

Mel brings over 26 years of contact centre industry knowledge to support members in elevating their contact centre operations. Prior to joining the CCMA, Mel was Head of Learning & Development for Acorn Insurance, responsible for the L&D strategy across the group. Prior to this Mel was a Consultant, working with numerous contact centres across Financial Services, Telecommunications, Local Government, and Retail to deliver cultural and transformational change through the lens of Leadership and People Development.

Supported by

Where and when?

Date: Tue 9 Jun 2026

Time: 10:00 – 10:55

Location: Online

Who is it for?

This session is designed for those working in contact centre operations or IT functions responsible for identifying, sourcing, implementing or using technology in the contact centre.

As you would expect, we are unable to accept registrations from organisations that provide competing or similar solutions.

Open to all members and non-members.

Why should you go?

Experience what truly connected customer journeys look like with Genesys. See how AI-powered tools create seamless, end-to-end interactions across channels, supporting frontline teams in real time. With real brand examples, this session brings to life how to reduce effort, remove silos and deliver consistent, joined-up experiences.

How much is it?

Free to attend.