What Does the Future Look Like? Learn from G-Force Speakers

 What will exceptional customer relationships look like in two years? Five years? How can you approach each customer journey so the experience you deliver today breeds loyalty now and into the future?

The Journey of a Lifetime is the theme of Genesys G-Force 2016, in Miami October 4-6. The event will deliver three days of education and networking with a line-up of world-class customer speakers. Your peers will offer thought-provoking ideas through stories of how they have transformed their customer experiences. Learn how some of the most innovative leaders are delivering the journey of a lifetime for their customers today. You’ll come away with knowledge to develop a more robust, future-oriented approach for planning and managing your own customers’ journeys.

What are some of the top innovators talking about? Glad you asked! G-Force 2016 offers insights into:

• Employee Engagement
• Omnichannel Customer Engagement
• Business Optimization

These three areas are the foundation of next-gen customer relationships. And, three 2016 Genesys Customer Innovation Awards Finalists will explore these topics on main stage. Their talks, along with the educational and networking opportunities at Genesys G-Force 2016, offer innovations that you can apply within your own organization to strengthen your customer relationships.

Employee Engagement:

Terry Gardiner, Vice President of Customer Experience Enablement, TELUS Canada

When TELUS considered how to transform its customer engagement, the goal was lofty and noble: improving the lives of Canadian customers in the communities where they work and live. Advancing to the next level in customer engagement was key. To be truly innovative and achieve this goal, TELUS realized it had to think seriously about all the interactions along their customers’ journeys, starting at the very beginning. By implementing an omnichannel strategy and emphasizing employee engagement, TELUS empowered its agents to achieve an authentic, caring experience, from start to finish.

Terry joins us at Genesys G-Force to talk about how TELUS evolved from supporting individual customer transactions to supporting each customer’s end-to-end journey. Executing on a vision of aligning a single agent with a single outcome—driving a closed-loop communication and an outcome-oriented approach—transformed the way customer experience works for TELUS. It also has earned TELUS recognition for customer innovation. Learn more about their story and see a short video:

Omnichannel Customer Engagement:

Joerg Knoop, Head of Contact Centre and Telesales Capabilities, Vodafone Germany

One of the world’s leading telecommunications providers, Vodafone Germany had a challenge similar to many companies: unifying multiple systems to connect customer interactions. Vodafone Germany wanted to serve customers at any touchpoint, with customer experience as a competitive differentiator. The company focused on an omnichannel strategy and now offers customer engagements in the way customers want to interact—all while keeping journeys connected throughout the customer lifetime.

Joerg is joining us in Miami to tell the Vodafone Germany story of global success. By unifying customer interactions, they’ve amazed and delighted their customers. Providing a seamless and personal customer journey is important to Vodafone, and their experience is exemplary. Be sure to read the Vodafone case study and watch this video, which highlights a push-to-connect feature from the Vodafone mobile application.

Business Optimization: 

Fabiano Meira Dourado Nunes, Contact Center Operation Director, Itau Unibanco, Brazil

Innovating the delivery of customer journeys can yield unexpected benefits. One of the world’s largest banks, Itau Unibanco had a strategic goal to optimize its business practices. Itau understood its customers needed new ways to communicate and conduct banking. Customers wanted banking available whenever, wherever, and by whatever channel they desired.

The story of how Itau transformed its customers’ journeys includes migrating to a single platform to increase operational productivity and deliver personal digital banking communications. By centralizing customer service, streamlining operations, and increasing productivity, they now easily implement innovative customer service solutions throughout their business.

Business optimization was a big undertaking, and it drove significant results. Additionally, it drove an improvement in customer experience.

Fabiano will talk about how through a series of infrastructure improvements, Itau Unibanco improved its customer experience and optimized its business. Read more about what Itau was able to achieve by taking an omnichannel approach to customer engagements and watch their video:

These three companies are well on their way to building lasting customer relationships based on digitally charged, innovative, and relevant customer engagements. It’s a vision that can engage and bring excitement to your customers and optimize your business.

Be the one of the champions of this vision by registering for Genesys G-Force 2016 today. You’ll have many opportunities to explore how your business can put next-generation customer experience to work today.

Speaker photo above: Peter Aceto, President & CEO, Tangerine Bank. Genesys G-Force 2015 Presenter.