Be part of Australia's largest customer experience event

G-Summit Melbourne is returning for 2018, gathering visionaries, partners and industry thought leaders from around the country and beyond. 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.

Connect with industry thought leaders. Engage with peers in informative breakout sessions. And innovate all year long on the Genesys customer experience platform. Learn how our customers are using Genesys innovations to deliver frictionless customer experience across sales, marketing and service.

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


Tuesday 31 July



INDUSTRY CONNECTED: PRE EVENT AFTERNOON (Space limited: pre-registration required)

12.15 - 13.15

Arrival, registration and lunch

13.15 - 14.45

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. *Customer & Guest Session Only

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. *Customer & Guest Session Only

14.45 - 15.05

Industry Connected: Facilitated Networking

15.05 - 15.20

Afternoon tea

15.20 - 16.00

Customer Experience Journey Mapping: Your hands-on Guide


Get Industry Connected: Roundtable Discussions


16.00 - 18.00

G-Summit Quiz & Welcome Cocktails



Wednesday 1 August



8.50 - 10.30

Welcome to G-Summit 2018

Gwilym Funnell, Vice President ANZ, Genesys

Connecting Moments A Human Touch

Janelle and Dan will share perspective and vision of how customer moments are created across marketing, sales and service. They'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.

Janelle Dieken, Senior Vice President Solutions and Product Marketing and Dan Rood, Vice President Product Marketing, Genesys

Roadmap to Connected Moments

Peter Graf, Chief Product Officer for 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

10.30 - 11.00

Morning tea

11.00 - 12.30

Watch the Technology at Work

A Digital Future

Digital technology and automation are driving new paradigms and ushering in new models. As technology evolves and flattens the playing field creativity will, once again, become the differentiator; if you are brave enough to embrace it. We’ll explore how the digital landscape is re-shaping the playing field, the game, and even the players resulting in new value propositions and new ways to compete and win.

Michael Bromley, Digital & Innovation Change Agent

Giveback Supporting Foodbank Victoria

12.30 - 13.30


13.30 - 14.00

Kate and Conversational AI: What It Is and How to Harness It For Your Business

We introduced Kate (Genesys Customer Experience AI) last year, and since then, many of you have told us that you need to implement a chatbot solution. In this session, we’ll talk about how Kate is growing up quickly and the value she’s offering our customers. We’ll highlight customer chatbot stories, talk about how our Altocloud acquisition adds even more AI capabilities, and announce a brand new offering around Cognitive IVR (“voice bots”).

Join us to explore these topics:

  • How can I use AI disruption to my advantage?
  • What is the new role for humans?
  • What are the critical factors to success when adding chatbots to my engagement strategies?
  • What is Cognitive IVR and what value does it offer?
  • What benefits and cost savings can I expect from implementing a chatbot?

Rodney Hassard, Director of Product Management, Self-Service & Automation, Genesys John Wilson, Head of information Experience, MYOB

ConnEXting-the-Bots. The new world of Workforce Engagement Management (WEM) and Employee Experience

See how Genesys is bringing together all the parts of the Employee Journey with automation, bots and AI.

Jim Campbell, Solution Lead - WFO APAC and Andy Hardy, Strategic Director - Employee Engagement APAC, Genesys

Genesys AppFoundry: A Springboard for Competitive Differentiation and CX Excellence

Genesys AppFoundry offers a curated collection of premium integrations and extended applications to solve business problems and accelerate CX value delivery. This session will showcase the latest and greatest from AppFoundry, highlighting how clients leverage the Genesys CX platform as a springboard for competitive differentiation and CX excellence.

Zach Hinkle, Product Manager - PureCloud, Genesys

Delivering an Assured Customer Experience

Learn about ANZ New Zealand's omnichannel journey, and how the bank partnered with Flare Design and Cyara to ensure quality assurance was built into every step of the process to achieve a flawless customer experience.

Matt Butler, Senior Channel Development Manager, ANZ Bank, Retail & Business Banking, New Zealand and Alok Kulkarni, Cyara

14.05 - 14.35

PureEngage Roadmap: Engage the new consumer with AI, disruptive channels and the human touch

Customer expectations continue to shift. With traditional human conversations viewed as reactionary, the hype surrounding new engagement methods - such as AI, chatbots and social media - are at a peak.

Facebook, WhatsApp, Apple, Google are setting new expectations for how consumers want to engage. The latest example is Apple Business Chat as a customer service channel. At the same time, businesses need to counter the huge growth in contact volume with automation, while still differentiating with end-to-end experiences.

Come meet our product management team and hear about the PureEngage roadmap and how we’re arming you with AI and social tools.

Cameron Smith, Senior Director of Product Management, Workforce Engagement Management
Deepak Dutta, Senior Director of Product Management, Open Platform
Rodney Hassard, Director of Product Management, Self-Service & Automation, Genesys

PureConnect Roadmap: Accelerating Innovation

Come find out what’s new and planned with PureConnect! Learn how your PureConnect investment will secure your future and help you keep pace with your customers. And be the first to hear about a new, common technology framework between PureCloud, PureConnect and PureEngage – one that will scale innovation beyond anything we’ve seen in our industry.

Geoff Calhoun, Senior Director of Product Management, Genesys

PureCloud Roadmap 101: Overview

Curious about where PureCloud is heading? (Hint: It's really exciting!) Join PureCloud Product Management to hear about new features and product updates coming in 2018, including omni-channel enhancements, improved reporting and analytics, and growing platform capabilities. In addition, you’ll learn about our plans for expanding our global capabilities with PureCloud Voice and Bring Your Own Carrier. Not only will you walk away with a wealth of information, you’ll have a chance to win a prize playing Roadmap Bingo!

Zach Hinkle, Product Manager - PureCloud, Genesys

14.05 - 15.10

Build a Bot Workshop: Become an AI composer in just one hour!

Now you can take advantage of the power of Artificial Intelligence - with limited to no technical skills. Join this session to get hands on experience to build your own chatbot and personalise it! By the end of the session, you will have built your very own chatbot using Genesys capabilities including Natural Language Understanding, self-service features, blended AI and MicroApps! Don't forget to bring your laptops!

Tim Brown, Senior Manager Solutions Consulting ANZ and the Solutions Consulting Team, Genesys

*Customer Only Session

14.40 - 15.10

Delivering Great CX Today and Into The Future

With the introduction of new technologies including AI and VR, organisations need to understand the impact of these technologies.  Listen to best practice approaches to leverage them to optimise business operations and integrate them with existing channels and touchpoints.  This involves transforming your business and operating model to deliver Great CX and provide an innovative, consistent and seamless omni channel customer experience across these channels and touchpoints.

Moderated by Isabella Villani, Company Director and Chief Customer Officer, Exceed Global


Gerard Smith, Chief of Sales and Marketing, Teachers Mutual Bank
Mark Hannan , Chief Digital Officer, Goodstart Early Learning

How to ‘’Crawl, Walk, Run ’’ Your Way to Improved Business Performance using Speech Analytics

Are you making decisions based on incomplete data?  The first step in harnessing the power of analytics is having the right data set spanning the whole customer journey.  
Leaving voice data from call recordings unexplored and unused means you may be missing a wealth of insights that can directly impact business performance, customer experience and risk management.

Join this session with Call Journey to learn how your business can begin with the right data building blocks to feed into your Enterprise and Customer Journey Strategy. Get taken through how to transform contact centre speech data into a customer insights goldmine.

Paul Humphrey is the CEO of Australian-born tech company Call Journey - a world-leader in conversation analytics and a Global Speech Analytics Partner for Genesys

Water Corporation's Transformation Journey

Ronny Flendt, Head of Contact Centre, Water Corporation

15.10 - 15.45

Afternoon tea

15.45 - 17.00

Simple and Digital: Creating and Capturing CX Value

Some organisations approach their digital transformation as a series of boxes to be ticked: mobile apps, more online transactions, better web services. But these companies are missing out on an opportunity to reinvent themselves. Jeff Melton, a partner with Bain & Company’s Performance Improvement practice, outlines how the most forward-looking executives take advantage of this pressure not merely to digitalise their companies, but to deliver remarkably better experiences for customers.

Jeff Melton, Partner, Bain & Company

The Future of Customer Engagement

Artificial intelligence, machine learning, advanced analytics, and hyper-personalisation are all mega trends of 2018 and beyond. During this session you will learn how this will come together to revolutionise customer experience across emerging channels.

Sophie Giesen, Principal Business Consultant and James Walford, Strategic Director – Digital & Innovation, Genesys

17.00 - Late

Customer Appreciation 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.



Michael Bromley

Michael Bromley

Digital & Innovation Change Agent

Lyn Trewenack

Lyn Trewenack

Director, BBB Advisory

Isabella Villani

Isabella Villani

Company Director and Chief Customer Officer, Exceed Global

Gerard Smith

Gerard Smith

Chief Sales and Marketing Officer, TMB

Gwilym Funnell

Gwilym Funnell

Vice President ANZ, Genesys

Courtney Harland

Courtney Harland

Solutions Consultant, Genesys

Peter Graf

Peter Graf

Chief Product Officer, Genesys

James Walford

James Walford

Strategic Director – Digital & Innovation, Genesys

Janelle Matthews

Janelle Matthews

Senior Vice President Solutions and Product Marketing, Genesys

Sophie Giesen

Sophie Giesen

Principal Business Consultant, Genesys

Jeff Melton

Jeff Melton

Partner, Bain & Company

Paul Humphrey

Paul Humphrey

CEO, Call Journey



Call Journey




Digital Innovation Partner

Bain & Company



Active Ops






Snapshotz online



Auraya Systems

Dimension Data

DXC Connect

Global Speech Networks

Global Talk Communication Solutions





Customer Appreciation Party


Water Bottle


Supporting Partner


AppFoundry Hub

Agyle Time

Contact Dynamix

Creative Virtual



InProd Solutions



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

Find Out More