Make every moment count

Come see the future of customer experience at G-Summit Melbourne

30 & 31 July 2019, Melbourne, Australia

Be part of the largest CX event series in ANZ.

Learn about emerging technologies, talk with peers, explore the future of customer experience, and in the process, learn to make every moment count.

G-Summit Melbourne 2019 is gathering visionaries, partners and industry thought leaders from across Australia. Join us to hear from engaging and dynamic speakers, and participate in interactive presentations that address the main challenges to delivering exceptional customer experience.

With this year’s event theme Make Every Moment Count’G-Summit will focus on how innovations in AIthe evolution of omnichannel functionality and Genesys Cloud can be a game changer.

Stay Connected

Get the latest updates on the guest speakers, agenda and more on LinkedIn and Twitter.

Follow the conversation at #GenesysLive


Tuesday 30 July

13:30 - 16:15

Innovation across government - Customers and Prospective Customers only

Join this workshop and explore the challenges of innovation across all levels of government. Genesys has government customers all around the globe facing similar challenges: how to innovate with less, data privacy and security, cloud strategy, connecting relevant data across departments. Join this interactive session to hear about these challenges and others in detail and workshop tangible solutions/approaches to resolving these.

13:30 - 16:15

Kick start your transformation - Customers and Prospective Customers only

If you have recently implemented your Genesys platform or are wanting to introduce new concepts to your Customer Experience model, this is an opportunity to progress the full potential of your vision through an interactive session providing common pitfalls, real-world successes and challenges outside technology that influence successful decisions. Join other recent Genesys customers to share thoughts on your experience to date.

13:30 - 16:15

Take your transformation to the next level – Customers only

The Australia-New Zealand customer is mature in their expectations of CX, service accessibility and personalisation. With that in mind, research shows that many organisations are still struggling with omnichannel capability (sharing context across channels), enabling service capability rapidly, understanding customer intent and engaging with relevance. This session will discuss and workshop the obstacles preventing organisations from taking the next step and workshop removing/mitigating these. Exploring the risk around innovation, making more short-term decisions to create long-term agility and how can we help you get the most from your investment.

13:30 - 16:15

Build a Bot workshop- Customers and Prospective Customers only

In this hands-on workshop, you will have the opportunity to learn about, and build flows that utilise 3rd party bots within PureCloud to direct and handle interactions. You will use natural language understanding to gather intent prior to routing interactions as well as providing self service capabilities. Don’t forget to bring your laptop and phone

16:15 - 18:00

Industry Connected Networking and Cocktails

Wednesday 31 July

8:00 – 08:50

Arrival & registration

08:50 - 09:00

Welcome to G-Summit19


  • Gwilym Funnell, Managing Director ANZ, Genesys
9:00 – 09:40

Genesys Keynote: Make Every Moment Count

9:40 - 10:10

Celebrating Award Winning Customer Success Stories

10:10 - 10:30

Platinum Sponsor: Google

10:30 - 11:00

Morning Tea

11:00 - 11:30

Genesys Solution Keynote


  • Fernando Egea, Vice President Strategic Solutions, Genesys
11:30 - 11:50

Customer Success Stories

11:50 - 12:05

Solution Demo: Make Every Moment Count

12:05 - 12:20

Make A Difference

12:20 - 13:20


13:20 - 15:05

G-Summit Breakout Sessions

15:05 - 15:35

Afternoon tea

15:35 - 15:45

CX Heroes

15:35 - 15:55

Customer Case Study

15:55 - 16:35

External Keynote


  • Saroo Brierley - A Long Way Home
16:35 – 16:45

Closing Remarks


  • Keith Budge, Senior Vice President, General Manager Asia Pacific & Japan, Genesys
16:45 - 22:00

G-Summit19 Party


We will keep you updated as our Genesys experts; Customers and Industry leaders are confirmed – watch this space!

Dan Arra

Dan Arra

Vice President Sales, Genesys

Keith Budge

Keith Budge

Senior Vice President, Asia Pacific & Japan, Genesys

Saroo Brierley

Saroo Brierley

Guest Speaker

Michael Clark

Michael Clark

Senior Executive, Fair Work Ombudsman

Fernando Egea

Fernando Egea

Vice President Strategic Solutions, Genesys

Gwilym Funnell

Gwilym Funnell

Managing Director ANZ, Genesys

Sophie Giesen

Sophie Giesen

Senior Manager, Strategic Business Consulting ANZ Genesys

Courtney Harland

Courtney Harland

Senior Solutions Consultant, Genesys

Luke Whytcross

Luke Whytcross

Head of Customer Solutions, O’Brien Glass


Platinum & After Party

Gold Plus

Silver Plus

Supporting Partner

Barista Cart


Grand Hyatt Melbourne
123 Collins Street
Melbourne, AUSTRALIA


As a CX expert and market leader, you won’t want to miss the chance to network with other Genesys customers, partners, Genesys senior executives and solutions experts to gather, exchange, inform, and develop new strategies and tactics to support improving your Customer Experience.

We look forward to seeing you there!

Live Assistance

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