G-SUMMIT London 2018

CX Transformation Story - Northumbrian Water Group: Unlocking the potential of AI to improve customer engagement

Nigel Watson, CIO, Northumbrian Water Group

Gold Sponsor Keynote: Our Artificial Intelligence Journey

Tony 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
‘Moments Connected’

Deliver frictionless customer experience across Sales, Marketing and Service. - Rik McCrossan, Digital Practice Laed, EMEA.

Break Out Sessions
CX Transformation. Can we help?

Join us on a journey to a successful CX transformation. Learn how to identify where you want to go and how to get there. A roadmap full of techniques and powerful Uses Cases adapted to move your maturity needle from your initial state to the future you aspire to. - Noelia Romanillos. Director Business Consulting EMEA, Genesys

Break Out Sessions
PureConnect Roadmap - New Features and Accelerating Innovation

Come find out what’s new and planned with the Genesys PureConnect platform. Learn how your PureConnect investment will secure your future and help you keep pace with your customers. - Stephen Walter Solution Lead, Genesys

Break Out Sessions
PureCloud Roadmap

PureCloud is constantly evolving with new functionality released weekly. Join us for the PureCloud Roadmap session and learn about all the new features that Genesys will be releasing for PureCloud over the next 6 months. - Peter Tailby PureCloud Practice Lead, Genesys

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 Achieved

Alexander 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.