Be part of Australia's largest customer experience event

G-Summit Melbourne is returning in 2018, gathering visionaries, industry thought leaders and technology partners from across ANZ and beyond. 

This year’s event theme ‘Moments Connected’ will showcase how our customers are using Genesys innovations to deliver frictionless customer experience across sales, marketing and service.  Packed with inspiration for empowering your digital business with the human touch, featuring a diverse line-up of executive speakers, customer use cases, interactive workshops and on-demand demonstrations.

As a customer experience market leader, don’t miss the chance to network with Genesys senior executives, customers, partners, and solutions experts to collaborate and develop new strategies and tactics to accelerate your CX journey.

Join us to hear from engaging and dynamic speakers, and participate in interactive presentations and panel discussions that address the main challenges to delivering exceptional customer experience.

We will keep you updated as our Genesys experts; Customers and Industry leaders are confirmed – watch this space!

Agenda

Tuesday 31 July

Time

Event
Industry Connected Networking Afternoon - Pre-registration required

12.30 - 13.30

Arrival, registration and lunch

13.30 - 16.00

Customer Experience Journey Mapping: Your hands-on guide
Lyn Trewenack, Director, BBB Advisory Don’t know where to start, what tools to use, or the confidence to get started yourself? In this hands-on workshop we will actually create a journey map, with tools you can take away and use immediately to create your own maps. Tips and tricks provided.
Whether you’re creating Cx Journey Maps to design new experiences, as blue-prints for implementation, to understand current processes, for training purposes, or to measure and trend touchpoint interactions, this workshop is for you.

Get Industry Connected: Roundtable Discussions
Join your peers for a topic-driven discussion, moderated by a leading independent consultant. Identify best practices and share tips and ideas in these small sessions. Key topics to be covered include: Artificial Intelligence and Customer Value; Managing Talent through Change; and Customer Lifecycle Engagement.

16.00 - 17.00

Industry Connected Quiz

17.00 - 19.00

Industry Connected Cocktail Reception

 

 

Wednesday 1 August

Time

Event

8.00 - 8.30

Arrival & registration

8.30 - 9.00

Welcome to G-Summit 2018 Keith Budge, Senior Vice President Asia Pacific and Gwilym Funnell, Vice President ANZ

9.00 - 9.40

Roadmap to Connected Moments
Peter Graf, Chief Product Officer at Genesys, will cover highlights of the Genesys product roadmap. He will share how Genesys technology, innovation and product enhancements will help organisations realise groundbreaking success across marketing, sales and service."

Peter Graf, Chief Product Officer, Genesys

9.40 - 10.10

CX Industry Trends & Forecasts

10.10 - 10.25

PureSuccess: Our New Approach to Servicing Customers and Partners Throughout Their Journey

10.30 - 11.00

Morning tea

11 - 11.20

Moments Connected: Watch the Technology at Work

11.20 - 11.50

Changing the CX Game
Mobile messaging is changing how consumers communicate with their peers, as well as how they interact with companies. Janelle Matthews will share key uses cases, best practices and the latest innovations in customer engagement and instant messaging.

Janelle Matthews, Senior Vice President Solutions and Product Marketing, Genesys

11.50 - 12.10

The Future of Customer Engagement with Artificial Intelligence

12.10 - 12.30

Giveback

12.30 - 13.30

Lunch

 

Digital

Insights

Transformation

13.30 - 14.00

SESSIONS COMING SOON

SESSIONS COMING SOON

SESSIONS COMING SOON

14.05 - 14.35

SESSIONS COMING SOON

SESSIONS COMING SOON

SESSIONS COMING SOON

14.40 - 15.20

SESSIONS COMING SOON

SESSIONS COMING SOON

SESSIONS COMING SOON

15.20 - 15.45

Afternoon tea

15.45 - 16.05

Moments Connected: Watch the Technology at Work

16.05 - 17.00

Connecting Moments across Marketing, Sales & Service
Merijn te Booij, Chief Marketing Officer of Genesys, will share his perspective and vision of how customer moments are created across marketing, sales and service. He'll also talk about the role of machine learning and augmented reality in terms of how we communicate and how leading brands will engage with their customers. Get ready for a sneak preview of innovative use cases.

Merijn te Booij, Chief Marketing Officer, Genesys

17.00 - Late

G-Summit Cocktail Party
Genesys welcomes you to Spice Market for this year’s G-Summit closing party, with cocktails, canapes and a few hidden surprises.

The lavish Spice Market located adjacent to the Grand Hyatt, takes its inspiration from the ancient Spice Route travelled by traders of old, and has been exquisitely furnished to reflect this famous journey from Asia Minor through to the Far East. Relish the opulent Middle Eastern and Far Eastern experience of this exotic bar and cocktail lounge, an energised and undeniably dazzling venue.

***AGENDA SUBJECT TO CHANGE***

Speakers

Merijn te Booij

Merijn te Booij

Chief Marketing Officer, Genesys

Dr. Peter Graf

Dr. Peter Graf

Chief Product Officer, Genesys

Janelle Matthews

Janelle Matthews

SVP, Solutions and Product Marketing, Genesys

Gwilym Funnell

Gwilym Funnell

Vice President ANZ

Courtney Harland

Courtney Harland

Solutions Specialist

Hendrik Coetzee

Hendrik Coetzee

Snr Solutions Consultant

Sponsors

Gold

eMite

Silver+

LivePro

Jabra

Silver

Veridian

Barista

QPC

Customer Party

Datacom

Water Bottle

Pyrios

Venue

Grand Hyatt Melbourne
123 Collins Street
Melbourne, Victoria, Australia, 3000

Find Out More