Be part of New Zealand's largest customer experience event
G-Summit Wellington 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!
Wednesday 25 July
8.00 - 8.40
Arrival & registration
8.40 - 10.30
Welcome to G-Summit 2018
Gwilym Funnell, Vice President ANZ, Genesys
Roadmap to Connected Moments
Andrew Verrall and Courtney Harland will cover highlights of the Genesys product roadmap. They will share how Genesys technology, innovation and product enhancements will help organisations realise groundbreaking success across marketing, sales and service.
Andrew Verrall, Senior Manager Business Consulting and Courtney Harland, Solutions Consultant, Genesys
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
Industry Connected: Facilitated Networking
10.30 - 11.00
11.00 - 12.30
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
Watch the Technology at Work
Westpac NZs Transformation
Jason Lock, Head of Contact Centre, Westpac NZ & Tessa Tierney, Tribe Lead, Spark
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?
Alex Hnarakis, Head of Workforce Planning and Telephony, MYOB and Rob Billing, Account Executive, 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
Is your Customer Contact a Well-oiled Machine – Or are there Squeaks, Grunts and Groans?
Lyn will present insights, tools and methodologies to help you identify where to start, and how you’ll get the best ‘bang for your buck’.... leveraging the results of a Diagnostic, secrets to creating meaningful insights, prioritising and focusing efforts, fact based design, and what to do with CX journey maps.
Lyn Trewenack, Director, BBB Advisory
14.05 - 14.35
Connected Moments Roadmap PureEngage
Come find out what’s new and planned for PureEngage
Hendrik Coetzee, Solutions Consultants, Genesys
Connected Moments Roadmap PureCloud and PureConnect
Come find out what’s new and planned for PureConnect, PureCloud
Courtney Harland, Solutions Consultants, and Zach Hinkle, Product Manager PureCloud, Genesys
14.05 - 15.20
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
Increasing Business Agility while Personalising the Farmer Experience
Cynthia Patterson, General Manager Global Technology & Services & Debra Kells, Manager - Farm Source Service Centre, Fonterra Co-operative Group Limited
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
15.10 - 15.45
15.45 - 16.45
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
Dan Rood, Vice President Product Marketing for 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.
Dan Rood, Vice President Product Marketing, Genesys
16.45 - 17.00
Gwilym Funnell, Vice President ANZ, Genesys
17.00 - 18.30
***AGENDA SUBJECT TO CHANGE***
Digital & Innovation Change Agent
General Manager Global Technology & Services, Fonterra Co-operative Group Limited
Manager - Farm Source Service Centre, Fonterra Co-operative Group Limited
Head of Contact Centre, Westpac NZ
Director, BBB Advisory
Vice President Product Marketing, Genesys
Vice President ANZ, Genesys
Senior Manager Business Consulting, Genesys
Strategic Director – Digital & Innovation, Genesys
Principal Business Consultant, Genesys
Partner, Bain & Company
Tribe Lead, Spark Digital