G-SUMMIT London 2018
London
28th June 2018
G-Summit London 2018, gathered visionaries, partners and industry thought leaders from across the UK&I who gathered to hear from engaging and dynamic speakers, and participate in interactive presentations and panel discussions that addressed the main challenges to delivering exceptional customer experience.
This year’s event theme ‘Moments Connected’ showcased how our customers are using Genesys innovations to deliver frictionless customer experience across Sales, Marketing and Service. Additionally, G-Summit London featured conversations, presentations and networking with the leading authorities in the customer experience field from a variety of industries and geographies.
Here’s what happened at G-Summit London 2018 in County Hall.
Presentations
| Please click on the links below for the day’s presentations. |
CX Transformation Story - Northumbrian Water Group: Unlocking the potential of AI to improve customer engagementNigel Watson, CIO, Northumbrian Water Group |
Gold Sponsor Keynote: Our Artificial Intelligence JourneyTony Granite, Head of Operations for Customer Sales and Service Centres, Marks and Spencer Tony will share the famous UK retailer’s journey with AI over the last 12 months. How, together with their partner, Anana, they recognised the need for a virtual assistant, selected the right solution, identified the use-cases, tightly integrated it with Genesys and created the right operational model. Plus, of course, the results! |
Break Out Sessions
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Break Out Sessions
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Break Out Sessions
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Break Out Sessions
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CX Industry Insight: Once AI is embedded, what’s now different about live assistance?Martin Hill-Willson, Founder, Brainfood consultant If we anticipate AI’s impact on contact strategy over the next few years we are looking at much reduced volumes that will still need routing to live assistance. Whatever remains unsuitable for self service should now better match the unique people skills that experienced advisors bring - whenever things get complex, emotional or just need the human touch. These are interactions with greater consequence and need the most capable and experienced to make the most of them. So in this world, what type of person should contact centres recruit? What’s the appropriate culture to nurture that talent? What are they now worth to an organisation? This keynote explores the new profile of advisors that will be emerging. |
Moments Connected: Outcomes AchievedAlexander Michael - Director of Consulting, Frost & Sullivan CX improvement is a Top 3 driver behind IT investment, and new business models like XaaS emerge as a direct result of digital transformation. AI and robotic applications are really taking off, but human agents are increasingly important too, and organisations must empower them. IoT and the blending of the virtual and physical world create new CX delivery opportunities. |
Speakers
These are some of the Speakers who attended this year’s event.
Mark Turner
Executive Vice President, Genesys
Rik McCrossan
Digital Practice Lead, EMEA, Genesys
Alexander Michael
Director of Consulting, Frost & Sullivan
Nick Wingrove
VP, Solution Consulting, Genesys
Ann-Marie Stagg
CEO, Call Centre Management Association (UK)
Nigel Watson
CIO, Northumbrian Water Group
Martin Hill-Wilson
Founder, Brainfood Consulting
Sponsors
Gold Sponsor
Silver Sponsor
Bronze Sponsors
Venue
Riverside Building,
Belvedere Road,
London, SE1 7PB
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