Agenda Agenda is subject to change

Wednesday 7th June

10h00 – 13h00

Banking & Finance Forum


Light Lunch, Partner Pavilion

14h00 – 15h45

Welcome to Brussels

Friedbert Shuh, SVP Sales EMEA, Genesys & Dena Blizzard, MC, comedian and inventor of 'Chardonnay Go'

Together into a New Era of CX

Paul Segre, Chief Executive Officer, Genesys

The New Genesys: What does it mean for you?

Mark Turner, EVP Global Sales & Field Operations, Genesys & Tom Eggemeier, President, Genesys

The CX Imperative at Bank of Ireland

Garvan Callan, Director of Customer, Digital & Innovation at Bank of Ireland

15h45 – 16h15


16h15 – 18h00

Customer Innovation Awards 2017 (CIA)

Hosted by Mark Turner and Janelle Matthews, Genesys

NPS at the Heart of the Customer Journey - The Conduent Story

Leon NM van Adrichem, VP Information Technology EMEA, Conduent

Adding the Human Touch to Politics

Hoong Neoh, Director of IT & Development, BC Liberal Party

"Experience" from Genesys - a little something different!

Adriana Delina, Snr Principal Business Consultant, Genesys

18h00 – 19h00

Welcome Reception, Partner Pavilion


Networking Dinner, Partner Pavilion

Thursday 8th June

07h30 – 08h30

Breakfast, Partner Pavilion

9h00 – 10h30

Welcome to Day 2

Dena Blizzard, MC, comedian and inventor of 'Chardonnay Go'

Re-designing the Customer Experience around the Internet of Things

Alexander Michael, Director of Consulting, Digital Transformation, Frost & Sullivan

Keynote: Technology vs Humanity

Gerd Leonard, Futurist and Author

11h00 – 12h45


12h45 – 14h00

Lunch, Partner Pavilion

14h00 – 15h45


16h00 – 17h30

Adding the Human Touch to the Digital World

Dirk Vater, Senior Partner, Bain

Journey of a Lifetime

Merijn te Booij - Chief Marketing Officer, Genesys

CX Roadmap: Where Do We Go Now (G9)

Steve Rutledge- SVP Product Management & Marketing, Genesys

17h30 – 18h30

Cocktail Reception, Partner Pavilion

19h00 – late

Party @ Brussels Event Brewery

Friday 9th June

09h00 – 15h00

Certification Testing

09h30 – 15h00

09h30 – 15h00

10h00 – 13h00

GCAP Site Visits to Fortis Bank and Proximus

10h00 – 13h00