Breakout sessions are designed to provide actionable insights regardless of where you are in your journey to power magnificent customer experiences.

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BUSINESS TRACK

Filter Business Track Sessions by: DATE The Essentials The Enhanced The Epic

  • The Essentials: Tracks designed so that together, we share advice on how to get started in delivering on your CX strategy
  • The Enhanced: Tracks designed so that together, we help to maximize your existing Genesys investment and evolve CX with omnichannel engagement
  • The Epic: Tracks designed so that together, we learn how to further optimize your customer experience in alignment with the latest market trends and innovations
 

Thursday, 8th June

11:00 AM

BUS-ESS-100B

Understanding the Latest Customer Journey Benchmarks

Join COPC Inc. as they share highlights from recently conducted consumer research focusing on the opinions, experiences and perspectives of the European consumer. COPC Inc. will also lead a candid discussion about current industry challenges and opportunities within the context of these results, providing attendees with an opportunity to share their own experiences and best practices, while also learning from others. Please join us for this engaging, research-inspired session.

Speaker:

  • Rutger Wilschut, VP, Business Consulting, Genesys
11:00 AM

BUS-ESS-300B

RIP Call Centers of Old - It's Time to Bury that Old Infrastructure

It’s hard to keep up with the demands of today’s digital customer if you're weighed down by systems anchored in the past. Hear from our customer panel as they share their experience replacing a legacy contact center infrastructure with an omnichannel customer experience platform. Learn what business needs drove the change, the migration strategy utilized, benefits realized, and pitfalls to avoid.

Speaker:

  • Murat Soeguet, Sr. Manager, Sales, Genesys
  • Alberto Pasi, Director, Strategic Solutions, Genesys
11:00 AM

BUS-ESS-201B

Getting SMART in Where You Start

New to Genesys? Whether it is digital transformation or replacing your old contact center technology, finding how and where you start can can be daunting. In this session, learn how Genesys SMART use cases provide you with a firm foundation that defines where to start. Start on the right path to great customer experience with practical, implementable steps, and customer examples.

Speaker:

  • Stefania Covatta, Manager, Solutions Consulting Manager, Genesys
11:00 AM

BUS-EN-601B

Customer Panel: Sailing the seventh sea. How magnificent experiences were created with Genesys.

You're a customer engagement pro. Now you are looking to go beyond creating great experiences to constructing epic ones. Hear a customer panel share how they leverage Genesys platform innovation to create truly unique experiences for their customers.

Speaker:

  • Nick Wingrove, Sr. Director, Genesys
11:00 AM

BUS-EN-402B

Loyalty vs Advocacy: Moving beyond the Score

Today, customer satisfaction, net promoter score, and customer effort score are all being used to track and measure customer loyalty and satisfaction. But how far is that getting us? For tomorrow and beyond, leaders must shift the focus from the score to creating experiences that cherish advocacy. Join us to learn best practices on moving beyond the score. You'll hear how to take the feedback methods you currently use and create meaningful actions for your customer, tips on how to shift customer behavior towards becoming an advocate, and how to cultivate advocacy outside of traditional loyalty programs.

Speaker:

  • Musa Hahnan, Sr. Director, Global NPS & Customer Experience, Genesys
11:00 AM

BUS-EP-602B

Blended AI: Where Bots and Automation Collide with the Power of the Human Touch

Bots are hot! But how can you take advantage of these new capabilities? And what is Blended A.I. anyway? Join us to hear about the emerging landscape for automation-driven solutions and machine learning. We'll explore a number of use cases for integrating bots into your business, and better understand how Genesys can help you reach new levels of customer engagement.

Speaker:

  • Rodney Hassard, Sr. Account Executive-Channels, Genesys
  • Lewe Zipfel, Manager, Solutions Consulting 2, Genesys
12:00 PM

BUS-EN-301B

Smarter Engagement - Needles in the Haystack that Lead to Big Benefits

Are you interested in knowing how to improve your business in 72 hours? In this session you will learn how to bust operational myths and define a strategic plan for CX improvement using an agile Interaction Analytics driven consulting.

Speaker:

  • Rutger Wilschut, VP, Business Consulting, Genesys, Michael Miller
  • Alistair Burton, Account Executive, Genesys
12:00 PM

BUS-ESS-202B

Getting Skills Right

“Now, how was Genesys Skill Based Routing different than what I used to do?”“Why do I have people moving agents around in the middle of the day to keep up with the work?” “Can I do something to improve the retention of my agents? This constant hiring is killing me!”If you’ve asked any of these questions or others about differentiating service, organizing your teams, or meeting SLAs, you have a Skills question! In this interactive session, bring your knowledge of how you want to treat your customers and how you want to treat your agents and learn how to use Genesys skills, proficiencies, and routing to map those two things together.

Speaker:

  • Stefan Captijn, Director, Strategic Marketing, Genesys
  • Amanda Westwood, VP, Product Management, Genesys
12:00 PM

BUS-ESS-102B

Getting Huge Returns on a Smart CX Strategy

A SMART CX strategy can deliver big benefits when you understand how to do it right. In this session we'll help you quantify the benefits of improving revenue, reducing and controlling costs, increasing efficiencies, and improving customer and employee engagement. Learn how to build a SMART business case while avoiding the pitfalls, and make it measurable and believable.

Speaker:

  • Christian Klein, Sr Solutions Consultant EMEA, Genesys
12:00 PM

BUS-EN-410B

How Great Companies Improved Their Contact Center Operation Through Better Planning

It is a fact. Improving your week-over-week contact center capacity plannning leads to better service delivery and a more efficient operation. In this session, three outstanding contact center organizations will discuss how they improved operations using Genesys Decisions. This is a must attend session if want to accelerate your planning!

Speaker:

  • Ric Kosiba, VP, Decisions, Genesys
  • Jos Mols, Territory Manager, Genesys
02:00 PM

BUS-EP-702B

Dynamic People Process Management - Revolutionize Your CX

Delivering great CX will make or break your business, it's no longer a nice-to-have it's a business imperative. Ensuring delivery of your promises through increased complexity and service personalization is challenging, whatever business you're in. Learn how Dynamic People Process Management orchestrates CX by design to deliver exceptional experiences.

Speaker:

  • Martin Wagner
02:00 PM

BUS-ESS-210B

Going Cloud - Do your People have the Right Stuff?

When you “Go Cloud” your vendor takes over providing the technology systems, but success still depends on having the 'right stuff' within your own organization. The mix of skills and roles will change but it doesn't have to be painful if you are prepared for this shift. Join us to hear from businesses who have successfully made the transition to cloud. Their pain just might be your gain!

Speaker:

  • Nigel Goring, Sr. Client Account Manager, Genesys
02:00 PM

BUS-ESS-111B

The Beginners Guide to Digital Transformation

“Going Digital” is a no-brainer. But where do you start? When beginning a digital transformation journey, you need to know:

  • What is my digital CX strategy?
  • How do I operationalize digital in my business?

Learn from Genesys customers who have already established a digital transformation initiative and are now engaging digital consumers efficiently and consistently.

Speaker:

  • Gilles Talbot, Principal Business Consultant, Genesys
02:00 PM

BUS-EN-411B

Move From Mediocre to Magnificent! Omnichannel CX Transformation Strategies

In today's digital world, technology has evolved to create many new opportunities. Technology is not just a business enabler, it has morphed to become a driver for differentiation and competitive advantage. This session focuses on the strong role that Customer Experience and Omnichannel Engagement play in a Digital Transformation process. We'll look at strategies and provide a transformational framework to get your organization on the path from mediocre to magnificent!

Speaker:

  • Gilles Talbot, Principal Business Consultant, Genesys
02:00 PM

BUS-EP-611B

We're Entering PureReality

Virtual and augmented reality can bring contact centre “big data” to life - helping us understand and analyse the data in ways not possible after 30 years of 2D spreadsheets and dashboards. New innovations like augmented reality floorwalker solutions and virtual reality data analytics will change the way we work – and the way we work with each other.

Speaker:

  • Simon Wright, Product Marketing Director, Genesys
03:00 PM

BUS-EP-710B

Indiana Jones and Journey Analytics: Dig for hidden treasures in your customer journey data

Do you have an abundance of data in your business and seek the elusive hidden journeys that can drive better customer engagement? Businesses today generate vast amounts of data and, yet, most struggle to turn it into actionable insights. Join this session to learn how to use customer journey analytics to improve business outcomes and optimize Customer Experience.

Speaker:

  • Aly Galal, Senior Enterprise Architect, Genesys
  • Noelia Romanillos, Director, Business Consulting, Genesys
03:00 PM

BUS-EP-810B

Getting Started with IoT to Revolutionize Customer Engagement

Learn how to converge your customer's journey across physical and digital environments enabling you to continuously deliver personalized and predictive experiences to your customers via the Internet of Things (IoT).

Speaker:

  • Peter Tailby, Manager, Cloud Competence Centre, Genesys
  • Pierrick Lozach, Team Lead, Engineering Competence Centre EMEA, Genesys

TECHNICAL TRACK

Filter Technical Track Sessions by: DATE PureCloud pureconnect pureengage

 

Thursday, 8th June

11:00 AM

TECH-PEN-100B

Self-Service: Own the Edge Beyond the IVR

Now you can define customer facing self-service interactions and journeys once and deliver them across voice, web, mobile and chat. Come see how the Genesys App Automation Platform can help you deliver microapp-based self-service experiences across multiple channels.

Speaker:

  • Rodney Hassard, Sr. Account Executive-Channels, Genesys
11:00 AM

TECH-PCLO-301B

Got 30 Minutes? Let's Create a Cloud Contact Center

Join us to hear customers share their stories of how PureCloud was quick to deploy and has made their operations extremely agile. While you listen, we'll be collaborating with the audience to turn up our own brand new contact center on PureCloud in 30 minutes!

Speaker:

  • Peter Tailby, Manager, Cloud Competence Centre, Genesys
  • Pierrick Lozach, Team Lead, Engineering Competence Centre EMEA, Genesys
11:00 AM

TECH-PEN-600B

Integrated Benefits - The Genesys Recording Ecosystem

Explore how the Genesys Interaction Recording Ecosystem leverages its tight integration to the Genesys Customer Experience Platform and why it matters. Gain insight into the benefits of unified technologies across Recording, Quality Management and Interaction Analytics to minimize complexity and reduce the total cost of ownership.

Speaker:

  • Michiel Buurman, Sr. Solutions Architect, Genesys
12:00 PM

TECH-PCON-300B

PureConnect State of the Union: All-in-One Architecture, Offer Highlights & Product Roadmap

Learn the benefits of a true all-in-one architecture and how to deploy for maximum impact - functionality, uptime, scale, security, compliance, extensibility and cost. Find out what’s new with PureConnect and be the first to hear about the exciting things planned. See how the new Genesys will scale innovation like no other.

Speaker:

  • Marko Popovic, Manager, Channel Management, Genesys
12:00 PM

TECH-PEN-101B

Take Back Control of Your Future: A Practical Guide for Your ACD to Omnichannel Migration

You're challenged to deliver on commitments to execute on customer experience, even while the future of your legacy ACD is uncertain. In this session you will hear how Genesys is helping customer future-proof their contact center technologies by providing a realistic migration strategy from thier legacy ACD to an integrated omnichannel platform.

Speaker:

  • Alberto Pasi, Director, Strategic Solutions, Genesys
12:00 PM

TECH-PEN-201B

Choices, Choices! Which Omnichannel Desktop is best for you?

Do you know Genesys omnichannel agent desktop Workspace is available in two flavors? Thin web or rich desktop client, the choice is yours. Learn the similarities and differences between these two flavors, what it means to your deployment, and what’s in store for Workspace 9.0.

Speaker:

  • Rob Blane, Sr. Solutions Architect, Genesys
02:00 PM

TECH-PCLO-402B

The Ecosystem of Opportunity: Extending your CX breadth and depth via the PureCloud Platform

Platform matters! Come hear our vision to make PureCloud the industry's leading cloud CX platform, how exisiting customers are leveraging the platform thru APIs and new PureCloud apps, and how these new abilitities empower our customers to quickly and easily bring their existing (or future) ecosystem of CX solutions directly into PureCloud.

Speaker:

  • Peter Tailby, Manager, Cloud Competence Centre, Genesys
  • Pierrick Lozach, Team Lead, Engineering Competence Centre EMEA, Genesys
02:00 PM

TECH-PCON-710B

PureConnect Workforce Optimization: Making it a Win-Win

Getting scheduling right can have a huge impact. Understaff and you frustrate customers and demoralize employees; overstaff and it costs you operating $. The right tools can not only address this balance, but can do so for non-standard agents, too. Join us as Rochester Regional Health Systems shares their experiences with patient outreach, billing customer service & help desk -- and how they make it a win-win.

Speaker:

  • Bobbi Chester, Sr. Manager, Marketing, Genesys
  • Carol Pearce, EMEA Solutions Architect, Genesys
03:00 PM

TECH-PCON-401B

Modernize the Multichannel Experience (Customer, Agent & Supervisor) with PureConnect

Digital is overtaking voice as more than a third of customers now use more than one channel. But voice isn't going away -- think escalation channel. Learn how PureConnect's single multichannel interface enables consistent customer experiences and empowers agents, all while reducing costs and complexity. We'll also share what's new and what's next.

Speaker:

  • Shailesh Govekar, Manager, Sales Operations, Genesys
03:00 PM

TECH-PEN-900B

Collect the Dots, Connect the Dots, Predict the Dots - Optimizing Your Customer Journeys

Why should you predictably match your customers and agents? How you can deliver this in your business? Collecting highly valuable and reliable information enables you to interact with your customers' journeys in an engaging way and accurately measuring the improvement. Learn about the use cases, architecture and steps you can take to make your customer journeys both actionable and predictable.

Speaker:

  • Rob Blane, Sr. Solutions Architect, Genesys
  • Graeme Provan, Global Director of Solution Strategy, Genesys