Be part of New Zealand's largest customer experience event

G-Summit Wellington 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

Wednesday 25 July

Time

Event

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

Morning tea

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

Mark Redgrave, Head of Marketing, Spark & Jason Lock, Head of Contact Centre, Westpac NZ

Giveback

12.30 - 13.30

Lunch

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?

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

14.05 - 14.35

Connected Moments Roadmap

Come find out what’s new and planned for PureEngage, PureConnect, PureCloud

Courtney Harland and Hendrik Coetzee, Solutions Consultants, 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 - 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 - 15.20

Taking Your Customers From Satisfied to Loyal to Advocate!

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

15.20 - 15.45

Afternoon tea

15.45 - 16.45

Connecting Moments

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

Closing Remarks

Gwilym Funnell, Vice President ANZ, Genesys

16.45 - 18.30

Cocktail Hour

***AGENDA SUBJECT TO CHANGE***

Speakers

Michael Bromley

Michael Bromley

Digital & Innovation Change Agent

Cynthia Patterson

Cynthia Patterson

General Manager Global Technology & Services, Fonterra Co-operative Group Limited

Debra Kells

Debra Kells

Manager - Farm Source Service Centre, Fonterra Co-operative Group Limited

Jason Lock

Jason Lock

Head of Contact Centre, Westpac NZ

Lyn Trewenack

Lyn Trewenack

Director, BBB Advisory

Mark Redgrave

Mark Redgrave

Director, BBB Advisory

Dan Rood

Dan Rood

Vice President Product Marketing, Genesys

Gwilym Funnell

Gwilym Funnell

Vice President ANZ, Genesys

Andrew Verrall

Andrew Verrall

Senior Manager Business Consulting, Genesys

Courtney Harland

Courtney Harland

Solutions Specialist

James Walford

James Walford

Strategic Director – Digital & Innovation, Genesys

Sophie Giesen

Sophie Giesen

Principal Business Consultant, Genesys

Sponsors

Diamond

Spark

Gold

Sennheiser

Vodafone

Silver+

Avtive Ops

Jabra

Plantronics

Silver

AGC Networks

Cocktails

Datacom

Water Bottle

Pyrios

AppFoundry Hub

Cyara

Venue

Museum of New Zealand Te Papa Tongarewa
55 Cable St, Te Aro,
Wellington 6011

Find Out More