Nashville, Tennessee
May 1–4, 2018

Take a Look at What’s In Store

The CX event of the year is about to go down. Don’t miss a minute of the keynotes, breakouts, networking chances and educational opportunities. While the schedule is still subject to change, take a look at what’s in store and start planning your trip.

Tuesday, May 1

8:00 AM – 5:00 PM

9:00 AM - 3:00 PM

8:00 AM – 4:00 PM

2:00 PM – 5:00 PM

5:00 PM – 7:00 PM

CX18 Welcome Reception, Partner Pavilion

7:00 PM – 9:00 PM

PureConnect Customer Hangout

Calling all PureConnect customers! Join the PureConnect leadership team, CX18 PureConnect customers and other special guests for a fun evening of food, drinks and networking. Sponsored by Polycom.

Wednesday, May 2

7:30 AM – 9:00 AM

Breakfast, Partner Pavilion

8:00 AM – 5:00 PM

9:30 AM - 11:00 AM

Keynote Session

Welcome to CX18!

Paul Segre

Welcome to Nashville and to CX18! Paul Segre, Chief Executive Officer of Genesys will kick off an action-packed two days and ensure you know how to connect with the experts, engage with Genesys partners and learn about the latest innovations in customer experience.

Watch the video

CX18 Talks: The Future of Customer Engagement with Artificial Intelligence

Tom Eggemeier and Kevin Jolliffe, Rogers

Artificial intelligence is one of the megatrends of 2018 and beyond. During this session you will learn how machine learning revolutionizes omnichannel customer engagement and boosts NPS, first contact resolution and sales conversion.

Watch the video

CX18 Talks: Mindfulness and the Customer Experience

Barbara Gonzalez and Catherine Honor, Royal Bank of Canada

Employees continue to play a pivotal role in delivering great customer moments. Ensuring your employees' well being and setting them up for success is part of every customer experience strategy. Cathy Honor from Royal Bank of Canada will share her knowledge and experience in customer experience and mindfulness.

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Pixar Keynote: Creating Moments that Matter

Matthew Luhn

Storytelling is the #1 business skill necessary to connect, motivate and lead people in today’s world. Stories compel us to engage in experiences, learn lessons and define our values and ourselves within our organization. Matthew Luhn, 20 year Pixar storytelling veteran, brings his experience creating and developing 10 blockbuster films at Pixar, and provides practical strategies that teach and inspire people and teams to connect more effectively with audiences. Matthew uses the power of storytelling to bridge the gap between business and heart, driving your story toward one unforgettable selling point.

11:30 AM – 12:15 PM

12:15 PM – 1:45 PM

Lunch

2:00 PM – 5:00 PM

5:00 PM – 7:00 PM

Reception, Partner Pavilion

Thursday, May 3

7:30 AM – 9:00 AM

Breakfast, Partner Pavilion

8:00 AM – 5:00 PM

9:00 AM – 11:00 AM

Keynote Session

CX18 Talks: CX Industry Trends & Forecasts

Janelle Mathews and Sheryl Kingstone, 451 Research

Sheryl Kingstone leads 451 Research coverage of customer experience and commerce, which covers the many aspects of how customer experience is a catalyst for digital transformation. Sheryl will unveil insights and research data that help organizations separate fact from fiction and anticipate future customer engagement trends and needs.

Watch the video

Genesys - Roadmap to Connected Moments

Peter Graf and Dan Crann, Anthem

Peter Graf, Chief Product Officer at Genesys, will cover highlights of the Genesys product roadmap. He will share how Genesys technology, innovation and product enhancements will help organizations realize groundbreaking success across marketing, sales and service.

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CX18 Talks: Changing the CX Game with Instant Messaging

Jim Krauetler

Mobile messaging is changing how consumers communicate with their peers, as well as how they interact with companies. Jim Kreutler, vice president of innovation at Genesys will share key uses cases, best practices and the latest innovations in customer engagement and instant messaging.

Design Principles for Negotiating Tomorrow’s Experience

Ryan Doyle, Cognizant

What happens when individuals expect personalization, but change their willingness to share data? We are about to find out…Drawing on thousands of hours of ethnographic observation, we will look this moment from the vantage point of the consumer, delivering the "Design Principles for Negotiating Tomorrow’s Experience".

Watch the video

11:30 AM – 12:15 PM

12:15 PM – 2:00 PM

Lunch, Partner Pavilion

12:15 PM – 1:30 PM

Genesys Women In Technology (#GWIT18) Lunch

Hear from our panelists, Elizabeth Gotto, SVP Global Contact Center Technology, Ticketmaster, Sheila McGee-Smith, President and Principal Analyst, McGee-Smith Analytics and Sharon Moon, CEO, AVDS. Moderated by Corine Sandifer, Rising Stars Podcast Host and The LeanIn Foundation. Co-hosted by Alice Katwan, SVP of NA Sales, Genesys and Paul Segre, CEO, Genesys.

*Pre-registration required.

2:15 PM – 3:00 PM

3:15 PM – 4:00 PM

Keynote Session

Genesys Keynote - Connecting Moments

Merijn te Booij and Warren Buckley, HSBC

Merijn te Booij, Chief Marketing Officer of 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.

Watch the video

4:00 PM – 5:30 PM

Reception, Partner Pavilion

7:00 PM – 12:00 AM

CX18 Party sponsored by Polycom

Friday, May 4

Departures