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

  • ALL TRACKS
  • BUSINESS TRACKS
  • TECHNICAL TRACKS
  • PARTNER TRACKS

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.

View the Presentation

Speaker:

  • Richard North, COPC CEO of EMEA
  • Janelle Matthews, SVP, Solutions and Product Marketing, Genesys
11:00 AM

BUS-ESS-210B

Customer Success Management - Relationships Have No Expiration

Description: Customer Success Management is an essential function in building long-lasting and profitable customer relationships. No organization can assume buyers of their products and services will actually realize the value they expect, the measurable business outcomes that make them loyal customers. This session will address the why and how of setting up and managing an effective customer success program.

View the Presentation

Speaker:

  • Nigel Goring, Senior Manager Customer Success, EMEA, 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.

View the Presentation

Speaker:

  • Rodney Hassard, Global Director of Solution Strategy, Self-Service, Genesys
  • Lewe Zipfel, Manager, Solutions Consulting, Genesys
11:00 AM

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?

VidaXL and eir are two Genesys customers who have answered those questions and are experiencing the benefits of digital transformation. Come to this breakout to hear their story.

View the Presentation

Speaker:

  • Declan O’Kane, eir, Ruud Meijer, VidaXL
  • Rik McCrossan, Sr. Business Development Manager, Genesys
12:00 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
12:00 PM

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.

View the Presentation

Speaker:

  • Aine McCleary, Director Direct Channel, Bank of Ireland
  • Leon N.M. van Adrichem, VP, IT EMEA, Conduent, Jörg Knoop, Vodafone
  • Jörg Knoop, Head of Contact Center & Telesales Capabilities Vodafone
  • Musa Hanhan, Sr. Director, Global NPS & Customer Experience, Genesys
12:00 PM

BUS-EN-410B

How Great Companies Improved Their Contact Center Operation Through Better Planning

Strategic planning for the contact center is difficult. While workforce management tools help with day-to-day scheduling, companies often turn to spreadsheets for longer term planning - which are limited and cumbersome. Genesys Decisions is incredible in its ability to provide fast and accurate answers to what-if scenarios using powerful mathematical modeling and sensitivity analyses. Join us to see how you can take the guess work out of strategic planning.

View the Presentation

Speaker:

  • Ric Kosiba, VP, Decisions, Genesys
  • Jos Mols, Territory Manager, Genesys
12:00 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.

View the Presentation

Speaker:

  • Graeme Provan, Global Director of Solution Strategy, Genesys
  • Noelia Romanillos, Director, Business Consulting, Genesys
2:00 PM

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 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.

View the Presentation

Speaker:

  • Adriana Defina, Senior Business Consultant, Genesys
  • Alberto Pasi, Director, Strategic Solutions, Genesys
02:00 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.

View the Presentation

Speaker:

  • John Chun, Principal Financial Analyst, Genesys
  • Christian Klein, Sr Solutions Consultant EMEA, 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!

View the Presentation

Speaker:

  • Barbara Gonzalez, VP, Global Business Consulting, Genesys
  • 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.

View the Presentation

Speaker:

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

BUS-EN-301B

How Smart Analytics Informs Your CX Design

In this session, you will learn about creating a gold standard customer journey. See how a company has developed a specific CX strategy and enhanced selected customer journeys through identifying triggers; anticipating customer behavior, expectations and associated responsibilities; and proactively matching the customer to the most appropriate agent. Gain insights to the benefits available to both you and your customers when using available technology solutions in combination with your data.

View the Presentation

Speaker:

  • Morné Stander, Head of The Service Lab, Discovery
  • Rutger Wilschut, VP of Strategic Business Consulting, Genesys
03:00 PM

BUS-ESS-202B

Getting Skills Right

Understanding the Performance DNA is critical in empowering your employees to be at their best . Ground-breaking workforce analytics, gives you insight to know why your top performers do so well. This then drives personalized development strategies to get the best from all your employees. In this session, you will learn how the new Genesys Perfomance DNA solution delivers you increased sales conversion, first contact resolution, customer satisfaction and operational efficiency.

View the Presentation

Speaker:

  • Stefan Captijn, Director, Strategic Marketing, Genesys
  • Amanda Westwood, VP, Product Management, Genesys
03:00 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.

View the Presentation

Speaker:

  • Martin Vagner, Sr. Principal Business Consultant, Genesys
03:00 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:

  • Richard Hodges, Director, Global Customer Success Operations, 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).

View the Presentation

Speaker:

  • Kentis Gopalla, Sr. Director, Market Strategy, Genesys
  • Peter Tailby, Manager, Cloud Competence Centre, Genesys
  • Pierrick Lozach, Team Lead, Engineering Competence Centre EMEA, Genesys
03:00 PM

BUS-EP-811B

About Face: Turn Facebook Into Your Best Customer Care Channel

Don’t wait any longer to define and enhance your social customer care strategy! For many Genesys customers, Facebook is the fastest growing digital channel in customer care. And with the widespread adoption of Facebook Messenger, companies can connect with consumers on their terms in their language. Join this session to hear how Genesys customers have achieved digital success with Facebook and what’s coming next. We’ll cover best practices in social customer care as well as the latest enhancements to Facebook Messenger including how to successfully leverage bots.

View the Presentation

Speaker:

  • Veit Irtenkauf, Product Line Manager, Genesys
  • Julien Decot, Facebook

TECHNICAL TRACK

Filter Technical Track Sessions by: DATE PureCloud pureconnect pureengage

 

Thursday, 8th June

11:00 AM

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.

View the Presentation

Speaker:

  • Mimi Nguyen, Product Management, Genesys
  • Mike Rice, Channel Solutions Engineering, Genesys
11:00 AM

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 Team Lead, 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.

View the Presentation

Speaker:

  • Michiel Buurman, Sr. Solutions Architect, Genesys
  • Cameron Smith, Strategic Solutions Director, 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.

View the Presentation

Speaker:

  • Alberto Pasi, Strategic Solutions, Genesys
  • Gabriele Morrone, Genesys
12:00 PM

TECH-PCLO-801B

Data, Data, Data: Improving Contact Center Performance with PureCloud

PureCloud brings together metrics and data across the complete all-in-one solution, giving you a consistent view that provides better insight into performance. Whether you are looking for real-time or historical queue metrics, detailed conversation information, quality management information or even WFM data, PureCloud has it all. We'll also cover the openness and flexibility of the API’s which allows direct access to the performance metrics enabling you to display the data in any way you choose.

Speaker:

  • Stian Branden, Workforce Manager, Elkjop
  • Jeroen Buis, Director, Product Management, Genesys
12:00 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.

View the Presentation

Speaker:

  • Geoff Calhoun, Director, Product Management, Genesys
  • Neil Hunter, Telephony Manager, AO World PLC
02:00 PM

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 those across various channels including Facebook, web, chat, mobile and voice with the ability to pass context between each. Come see how the Genesys App Automation Platform can help you deliver Virtual Assistants, Bots, MicroApps and Personalization based self-service across multiple channels.

View the Presentation

Speaker:

  • Brendan McCarthy, VP, Sales, Genesys
  • Alex Zolotar, Product Line Manager, Genesys
02:00 PM

TECH-PCON-710B

PureConnect Workforce Optimization: Getting Win-Win Results

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
  • Geoff Calhoun, Director, Product Management, 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.

View the Presentation

Speaker:

  • Rob Blane, Sr. Solutions Architect, Genesys
  • Graeme Provan, Global Director of Solution Strategy, Genesys
03:00 PM

TECH-PEN-511B

Delivering Differentiated Customer Engagement - Connected Devices - Connected Consumers - Genesys Engagement Manager

The explosion of communication channels, technologies, and devices in the hands of consumers has exponentially amplified the complexities for you managing your CX. Come and learn how Genesys Engagement Manager (GEM) can allow you to manage the complexities of customer engagement by architecting customer journeys that prevent problems before they happen. Providing enhanced personalization and a richer CX, which increases loyalty and satisfaction.

View the Presentation

Speaker:

  • Angelo Cicchitto, Sr. Solutions Architect, Genesys

PARTNER TRACK

 

Thursday, 8th June

11:00 AM

GLD-1002

Empowering Business to Transform with Digital and Create Engaging Customer Relationships

At Orange Business Services, we know that every company is different. That’s why our experts guide you step by step to design, build and manage the solution that meets your specific needs. From global call collect to custom applications development, from solution deployment and management to 24/7 customer support, we provide companies with best-in-class services. Our breakout session aims to showcase how we successfully deliver Genesys PureEngage solution from the Orange Cloud to one of the leading IT company. Join us and hear all the details about this major deal.

View the Presentation

12:00 PM

GLD-1000

Personalisation and Proactiveness in action - Make your CX rock!

An interactive breakout session discussing the potential of proactive customer service and the creation of personalized CX. We will demonstrate various use cases around IoT integration for proactive service and the utilization of journey information in real time, enhanced with analytics to provide a highly meaningful experience to your customers. This will include PureCloud business process integration through API customization as well as optimizing the value of PureEngage and its eco-system (e.g. Genesys App Automation Platform, Dynamic Desktops) to make your CX really personal.

View the Presentation

Speaker:

  • Siegfried Schallenmueller, General Manager Customer Experience, Europe, Dimension Data
  • Jeff De Graef, Business Unit Manager Customer Experience and Collaboration, Belgium, Dimension Data
02:00 PM

GLD-1003

Contact Center Voice Modernization

The modern contact center presents new challenges to IT managers and system integrators, from the never-ending drive to minimize costs to supporting seamless connectivity for home agents in remote locations.

Join us to learn more about the new partnership between AudioCodes and Genesys aimed at simplifying your migration to SIP by eliminating the complexity of multi-vendor integration.

Learn more about AudioCodes, Genesys and Interactive Intelligence certified IP phones, SBCs and gateways — all managed and monitored by a single, centralized system suitable for cloud or on-prem deployments. AudioCodes is the only Genesys OEM global strategic partner that offers a proven full life-cycle program, providing planning and design consultancy, network readiness assessments, experienced engineers for implementation and testing, and day-two services.

In addition, you will learn how to reduce MPLS costs and how to incorporate a scalable work-at-home agent population, while ensuring voice quality, security and manageability over open internet, without VPN.

View the Presentation

Speaker:

  •