Genesys welcomes new CEO Tony Bates

"Today’s consumers are looking to build relationships with brands that are deeper and more meaningful than a transaction—they’re looking for great customer experiences."[this_page_title] Chairman Paul Segre became the chairman of Genesys in 2019 after serving as the company’s chief executive officer (CEO) for 12 years. Drawing upon his extensive knowledge of Genesys and the contact center market, as chairman, Paul provides strategic council to support the company’s growth and industry leadership initiatives. As CEO, Paul successfully led Genesys through multiple transformations, spearheaded strategy pivots and grew the business to $1.5 billion.Prior to serving as Genesys CEO, Paul held several roles at the company during his nearly 18-year tenure. Paul first joined Genesys as chief technology officer in 2002 with responsibility for product management and engineering. In 2004, he became chief operating officer with responsibility for sales, service and support. From 2002 to 2011, Paul held a variety of executive management roles at Alcatel-Lucent, including president of the Applications Group, which included Genesys. During this time, he led a worldwide team and grew revenues to more than $2.9 billion.Formerly, Paul also held senior positions at DSC, Bell Labs and AT&T Network Systems in strategy, business development and operations support systems development. He holds a bachelor's degree in mathematics and a master's degree in operations research from Stanford University.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="paul-segre"] VideosThe Most Important Part of the Relationship Between a Brand and the Consumer Oct 8, 2018CX18 Host Barbara Gonzalez Invites You to Join the CX Innovation April 9, 2018GENESYS: Moments Connected May 24, 2017Blog [blogfeed rb_ppp="3" rb_offset="0"]

"Genesys is a market leader with a remarkable customer base. The immense opportunity ahead of us is clear, and I intend to ensure that we capitalize on it."[this_page_title] Chief Executive Officer Tony Bates is the chief executive officer of Genesys. He leads the company’s strategy, direction and operations in more than 100 countries and oversees a global team of more than 5,000 employees.Tony has decades of experience steering business-to-business and business-to-consumer companies through major market transitions and rapid scaling. A passionate technologist at heart, Tony began his career in network operations and internet infrastructure, teaching himself to code during his daily train commute. He swiftly gained the business acumen to advance into trusted executive roles at some of the world’s most respected global SaaS companies.Career highlights include leading Cisco’s Service Provider business, growing its Enterprise and Commercial division to more than $20 billion in annual revenue and serving as CEO of Skype, where he was responsible for expanding the business to over 170 million connected users. Once Skype was acquired by Microsoft, Tony became president where he was responsible for unified communications before serving as executive vice president of business development and developers.In addition to his role at Genesys, Tony continues to serve on the board of directors at both VMWare and eBay.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="tony-bates"] Videos

"As one of the largest privately-held tech companies in the world, our sizable investments give customers the powerful solutions they need to reach their business goals."[this_page_title] Chief Financial Officer Larry Katz is the chief financial officer (CFO) at Genesys, responsible for managing the company’s global financial strategy and operations.Larry oversees financial planning, business analytics, accounting, treasury, tax, corporate development, procurement, IT, corporate affairs and real estate. With over 20 years of experience, Larry has a proven track record of driving growth and operational excellence for complex, global organizations. Prior to Genesys, Larry served in a variety of senior executive leadership positions at JP Morgan Chase, including chief administrative officer for the Chase Merchant Services division and CFO for the JP Morgan Treasury Services division. Earlier in his career, Larry served in senior financial planning roles at Bank One and as a strategist at the Walt Disney Company.Larry received a master of business administration from Harvard business school and a bachelor of arts from Yale University.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="larry-katz"] VideosGENESYS: Moments Connected May 24, 2017CX18 Host Barbara Gonzalez Invites You to Join the CX Innovation April 9, 2018Genesys Launches New Brand Identity Nov 30, 2017Blog [blogfeed rb_ppp="3" rb_offset="0"]

"We envision a world where humans and AI work together by leveraging automation when it makes sense and the human touch when it matters most."[this_page_title] Chief Product Officer Peter Graf is the chief product officer (CPO) of Genesys, driving the global product vision and innovation strategy. He oversees software product management, engineering, cloud operations and product delivery across the company’s industry-leading customer experience platform.Peter has held a variety of executive leadership positions in operations, development, sales, marketing and services throughout his more than 25 years in the global enterprise software industry. His extensive background includes deep expertise on emerging technologies such as artificial intelligence. Prior to Genesys, Peter served as CPO for Sungevity, a market-leading solar electricity company. Earlier in his career, Peter held multiple senior leadership roles with multinational software corporation SAP, including serving as the executive vice president and general manager of Sustainability Software.Peter earned a doctorate in computer science from Universität des Saarlandes and a master’s degree in computer science and economics from Technische Universität Kaiserslautern in Germany.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="peter-graf"] VideosThe Role of Customer Experience and How It Impacts Consumers Oct 8, 2018Blended AI by Genesys with Proactive Chatbot Oct 2, 2017Empowering Agents with Workload Management (iWD) Mar 14, 2017Blog [blogfeed rb_ppp="3" rb_offset="0"]

"As a market leader, innovation is the lifeblood of our success. The last three decades have shown our ability to sustain innovation is unmatched in the industry."[this_page_title] Chief Technology Officer Slava Zhakov is the chief technology officer (CTO) at Genesys. He is responsible for product development, setting the company’s technical vision, and leading all aspects of technology development and innovation.Slava joined Genesys in 1998 and most recently served as chief technology officer of the Alcatel-Lucent Applications Group, leading product development for Genesys, as well as the enterprise and carrier communications products for Alcatel-Lucent.Prior to Genesys, Slava founded Program-Technique, a software development company. He also taught as a Professor at the St. Petersburg State University of Aerospace Instrumentation.Slava holds a master’s degree in computer science and a doctorate degree from the St. Petersburg State University of Aerospace Instrumentation.[leadersocial] In The News [customgrid post_limit="4" post_col="12" post_gutter="0px" post_sort="DESC" post_sort_by="meta_value" post_type="inthenews" meta_key="news_date"] VideosGenesys Feature on Meeting the Multi-Channel Challenge Feb 22, 2016Blended AI by Genesys with Proactive Chatbot Oct 3, 2017Empowering Agents with Workload Management (iWD) Mar 14, 2017Blog [blogfeed rb_ppp="3" rb_offset="0"]

"We hire smart people and empower them to do great work, encourage them to bring their best every day to drive an exceptional experience for themselves, each other and our customers."[this_page_title] Chief People Officer Tracy Coté is the chief people officer at Genesys. She is responsible for all global programs designed to support and enhance the people experience at Genesys, including employee engagement, compensation, benefits, learning and development, employee relations, community, talent acquisition and employment branding.Tracy joined Genesys in 2013. Prior to Genesys, she was vice president of human resources at MobiTV, Inc., a leading provider of premium end-to-end mobile media solutions. Tracy also served as executive director of human resources at Organic Inc., a digital professional services company from 2004 to 2010.Holding a bachelor’s degree in English from Sonoma State University, Tracy was also a member of the faculty at San Francisco State University where she demystified human resources management for newcomers to the field for over 10 years.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="tracy-cote"] VideosGENESYS: Moments Connected May 24, 2017CX18 Host Barbara Gonzalez Invites You to Join the CX Innovation April 9, 2018Genesys 2018 SKO Recap Feb 20, 2018Blog [blogfeed rb_ppp="3" rb_offset="0"]

"We are passionate about making the experiences between brands and consumers seamless and personalized. We create the innovations needed to help delight customers with every contact."[this_page_title] Chief Marketing Officer Merijn te Booij is the chief marketing officer (CMO) at Genesys. As CMO, Merijn leads the global marketing and product management organization. He is responsible for developing and executing the company’s technology vision, product strategy and go-to-market strategies to drive continued business growth and brand awareness.Merijn joined Genesys in 2000 as a sales consultant for its Europe, Middle East, and Africa region. Prior to his current role, he served as vice president of professional services, creating and leading the Genesys Business Consulting practice.Prior to Genesys, Merijn gained extensive experience in running contact centers, having managed contact center operations for the Dutch Automobile Association in Holland.Merijn holds a master’s degree in international law from the Rijksuniversiteit Utecht in the Netherlands.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="merijn-te-booij"] VideosThe Role of the Human Agent in Customer Experience Oct 8, 2018Moments Connected at Enterprise Connect 2018 Mar 8, 2018Genesys SKO 2018 Recap Feb 20, 2018Blog [blogfeed rb_ppp="3" rb_offset="0"]

“Businesses are shifting away from legacy systems to future-proof technology that harnesses innovation. That technology is Genesys.”[this_page_title] Executive Vice President of Global Sales and Field Operations Mark Turner is the executive vice president of global sales and field operations. He is responsible for the company’s global commercial activities, field sales and channel operations.Mark joined Genesys in 2003. Prior to Genesys, Mark served as vice president of EMEA for Commerce One and as chief executive officer of Aspelle. Prior to that, Mark worked in sales management at Ingres and Software AG, before joining Sybase as managing director of the UK.Mark holds a bachelor’s of science degree with honors in Engineering from the University of Surrey and an MBA from Cranfield University in the UK.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="mark-turner"] Regional LeadersFriedbert Schuh Senior Vice President, Europe, Middle East, AfricaFriedbert Schuh is senior vice president of Europe, Middle East and Africa for Genesys. He is responsible for commercial activities in the region, including sales, channel management, delivery and customer satisfaction.Friedbert joined Genesys in 2014 and was previously the vice president of sales for the DACH region. Prior to joining Genesys, Friedbert worked for Infor and Lawson Software where he held various roles in sales and management.Friedbert holds a degree in business administration from the VWA Koblenz. Keith Budge Senior Vice President, Asia PacificKeith Budge is senior vice president of Asia Pacific for Genesys. He is responsible for commercial activities in the region, including sales, channel management, delivery and customer satisfaction.Prior to joining Genesys, Keith was vice president for the Asia Pacific and Japan region with Ooyala Inc, a venture funded start-up acquired by Telstra Corporation. Previously, he was senior vice president for the Asia Pacific and Japan region at Business Objects (now SAP) and senior vice president at Oracle responsible for Asia Pacific business, held a number of roles with Telstra Corporation, and spent two years in the Australian public service.Keith holds an MBA from RMIT University in Australia, and has completed senior executive programs at Stanford University/National University of Singapore and London Business School. He also spent several years as a Visiting Professor at Lingnan Graduate Management School of Sun Yat Sen University, People’s Republic of China. Richard Brown Senior Vice President, North AmericaRichard Brown is senior vice president of North America for Genesys. He is responsible for commercial activities in the region, including sales, channel management, delivery and customer satisfaction.Richard joined Genesys in 2013. Prior to Genesys, Richard led the xMatters Global Sales organization as senior vice president of global sales. Prior to this, he served as vice president of sales at HP Software. Prior to its acquisition by HP, he was vice president of the Western Area and Latin America sales organizations for Mercury Interactive. He also held senior management and sales positions at Storage Networks, Oracle and EMC.Richard holds a bachelor of arts degree from the University of Washington. 

"Only the cloud offers the flexibility, scalability and computing power to analyze in real time the vast data resulting from customer interactions today across every channel."[this_page_title] Executive Vice President Olivier Jouve is the executive vice president of PureCloud by Genesys, responsible for managing its operations, product strategy and commercial activities.As a pioneer in customer sentiment technology, Olivier offers 30 years of global product management and research and development (R&D) for enterprise and startup tech brands. He provides deep expertise on machine learning, text analytics and artificial intelligence (AI).Prior to joining Genesys, Olivier held a variety of senior executive roles for IBM®, including most recently as vice president of offering management for IBM Watson IoT™ Connected Operations, where he was responsible for the growth of a large portfolio, including IBM Maximo® and IBM TRIRIGA®, market-leading solutions for enterprise asset and facilities management. Olivier also developed and took to market innovative, cognitive and fast-growing Internet of Things (IoT) industry solutions such as connected vehicles, Industry 4.0 and smart grids, to address some of the world’s most pressing challenges in transportation, manufacturing and energy delivery.Earlier in his career, Olivier held executive positions at SPSS Inc. and LexiQuest. He has been a successful entrepreneur, founding Instoria, Portalys, and Voozici.com, and serving as managing director for Webcarcenter.com. Olivier also served as an associate professor in computer science at Leonardo da Vinci University in Paris.Olivier received two master’s degrees in computer science and geophysics/geochemistry from Pierre et Marie Curie University in Paris.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="olivier-jouve"] VideosBlended AI: Artificial Intelligence + Human Touch = The Best Customer Experience Oct 8, 2018Genesys PureCloud Shines: 570 Percent ROI in Three Years Feb 6, 2018Welcome to PureCloud for Salesforce Aug 17, 2017Blog [blogfeed rb_ppp="3" rb_offset="0"]

"We pride ourselves in demonstrating a strong moral compass with customers and delivering as promised. Earning and maintaining our customers’ trust is paramount."[this_page_title] Chief Legal Officer Jim René is the chief legal officer at Genesys. He is responsible for all legal, regulatory, compliance and corporate governance matters. He also oversees the Genesys intellectual property portfolio and serves as corporate secretary.Jim joined Genesys in 2000 as general counsel for the West Coast region of Alcatel. In 2003, Jim was appointed general counsel, Alcatel North America, which included Genesys and other Alcatel North America businesses. Following the merger between Alcatel and Lucent Technologies in 2007, Jim served as deputy general counsel of Alcatel-Lucent.Prior to Genesys, Jim was a partner with Sheppard, Mullin, Richter & Hampton LLP, where he specialized in corporate and securities law, as well as merger and acquisition transactions.Jim holds a Juris Doctorate degree from Cornell Law School, an MBA degree from The Wharton School of the University of Pennsylvania, and a bachelor’s degree from Occidental College. Jim was a Fulbright Scholar in Germany at the Europe Institute, University of the Saarland, where he studied law and economics and was awarded a Certificate of European Studies.[leadersocial] In The News [customgrid post_limit="4" post_col="12" post_gutter="0px" post_sort="DESC" post_sort_by="meta_value" post_type="inthenews" meta_key="news_date"] VideosGENESYS: Moments Connected May 24, 2017CX18 Host Barbara Gonzalez Invites You to Join the CX Innovation April 9, 2018Genesys Launches New Brand Identity Nov 30, 2017Blog [blogfeed rb_ppp="3" rb_offset="0"]

"Customer experience is the linchpin that builds loyalty and sets businesses apart from the competition."[this_page_title] Chief Customer Success Officer Lucy Norris is the chief customer success officer responsible for end-to-end customer and partner enablement and support -- from strategy to execution incorporating revenue, delivery, and profitability. She is responsible for customer implementations, education and ongoing support of Genesys products and solutions in the cloud and on premises. This remit includes Genesys Care, the Genesys customer care program; Professional Services focused on customer realization of Genesys-based business outcomes; Genesys University focused on customer and partner enablement; and Customer Success Managers who represent the voice-of-customer — all of which are designed to drive customer loyalty evidenced by customer retention and expansion.Lucy joined Genesys in 2012 to create a global support and maintenance program and led the launch of Genesys Care and the transformation of the Genesys Customer Care organization to a global 24X7 center of excellence. Prior to Genesys, she served as senior vice president of global customer care at Global 360, a Texas-based leader in business process management software, acquired by Open Text. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc., a subsidiary of the Eastman Kodak Company.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="lucy-norris"] VideosGenesys State of Customer Experience Report Feb 12, 2018Closing the Loop on Customer Experience Dec 4, 2017Exceptional CX Moments That Matter for AO.com Sep 25, 2017Blog [blogfeed rb_ppp="3" rb_offset="0"]

"With evolving expectations and rapidly advancing technologies, businesses need ongoing, full-journey assistance and guidance to get it right."[this_page_title] Executive Vice President Professional Services Scott Cravotta is the executive vice president of professional services at Genesys. He is responsible for all Genesys customer implementations, helping customers accelerate time to value and achieve business benefits from their solution.Prior to joining Genesys in 2014, Scott led the global professional services team at OpenText. He also served as the SVP for Global Professional Services at GXS where he led 2,200 enterprise and cloud professional services professionals in North America, EMEA, Asia, ANZ, Japan and Latin America. Earlier, he was division vice president and general manager at ADP where he was responsible for sales, implementation and customer support.Scott holds a bachelor of science degree from West Virginia University and proudly served for over 13 years in the U.S. Army Reserve and National Guard as a commissioned officer specializing in armor.[leadersocial] In The News [customgrid post_limit="3" post_col="12" post_gutter="15px" post_sort="DESC" post_type="inthenews" post_tax="tax_leadership" post_i_tax="scott-cravotta"] VideosGenesys State of Customer Experience Report Feb 18, 2018Closing the Loop on Customer Experience Dec 4, 2017Exceptional CX Moments That Matter for AO.com Sep 25, 2017Blog [blogfeed rb_ppp="3" rb_offset="0"]