On May 27, 2026, the SmartNova team attended Genesys Xperience on Tour Milan 2026 – a one-day conference held at the Science and Technology Museum “Leonardo da Vinci” in Milan, bringing together Genesys partners, customers, and industry experts.
For SmartNova, events like this are first and foremost an opportunity for real dialogue. We met with partners and customers, discussed shared priorities and directions for future collaboration. These are the conversations that help us better understand market needs and build stronger working relationships.
The central theme of the conference was the industry’s shift toward agentic AI – moving beyond rule-based automation toward systems capable of autonomous decision-making across the full customer journey. Genesys outlined its roadmap for AI-powered experience orchestration within Genesys Cloud, demonstrating how the platform is evolving to support a fundamentally different model of customer engagement. The customer sessions grounded these concepts in operational reality: leaders from Nexi, Plenitude, and Ferrari presented measurable outcomes from their Genesys Cloud deployments, covering containment rate improvements, omnichannel orchestration, and AI-driven personalization at scale.
The afternoon breakout sessions addressed the practical challenges enterprises face today: from managing new customer expectations in 2026 to navigating the transition, from API-based integrations to agentic AI architectures. The panel discussion with representatives from Santander, Eurobet, Veritas, and Illinearity reinforced a consistent message: successful transformation depends not only on the platform, but on the expertise of the partner ecosystem that architects and implements it.
That is precisely where SmartNova operates – bridging complex technology and the operational realities of enterprise environments.