Genesys LEADERSHIP SUMMIT

Welcome Reception

Dinner

Breakfast

Welcome & Introductions – Merijn te Booij, GM WEM Practice

Empathy in Action – Yasser El-Haggan, Senior Vice President & Field CTO,

Join Genesys CEO Tony Bates for a thoughtful discussion on empathy and the importance of employee experience in delivering superior customer experience. In this session, we’ll explore how consumer and employee expectations are changing and the right approach to achieving success in the experience economy. We’ll discuss how organisations can develop actionable systems of empathy; where organisations are along the path to becoming empathy-centric, and the biggest gaps to reaching their goals.

Digital Innovation & Journey Orchestration – Elcenora Martinez, VP Digital & AI Innovations

Customers and employees want to be delighted with smooth, effortless, personalised experiences, not only while interacting in the contact centre, but before they get there and after they leave. This full visibility underpins an enduring focus on connected data and the delivery of empathy across all experiences. Learn how customers are delivering frictionless familiarity in every customer experience today and the power of the platform to support digital empowerment and deliver effortless innovation.

Coffee Break

Welcome to the Wonderful World of the WEM-Verse – Merijn te Booij, GM WEM Practice

Would we be building the same thing for operational and people management if we could do it all over again? We think not. Merijn takes you on a journey through the wonderful parallel universe of what can be. Learn the basics, the tricks and maybe the future.

Genesys: A Future Proof Partnership – Brian Swartz, CFO

As our CFO, Brian will share a CFO’s perspective on the broader economic environment and how organizations can continue to invest in turbulent conditions. As a market leader in the CX arena, Brian will share ‘Why Genesys, Why Now’.

Siemens Healthineers – Customer Testimonial – Jochen Hostalka, VP IT, Siemens Healthineers

Siemens Healthineers is a global leader for medical equipment and services with more than 50,000 employees and representation in over 70 countries. In his current position, Jochen and his global team are driving the digital transformation of Siemens Healthineers´ global Customer Service. The organisation is determined to be “Always On. Always in touch” with their customers. Genesys is a key pillar in the strategy to establish a strong and global Digital Core. Within 7 months Healthineers harmonised 3 legacy call centres and onboarded more than 2,000 agents around the world including main sites in USA, Germany & China. Today they have 4200 agents live in 42 countries. Genesys delivers unknown levels of transparency and flexibility and is transforming Healthineers´ way of communication with customers and partners.

Lunch

Customer Testimonial – TBC

Analyst Perspective on the Future of CX – Adrian Swinscoe, Independent Analyst

“Welcome to Genesys” – Now What? – Neil O’Donoghue, SVP Professional Services & Customer Success

Neil O’Donoghue, our SVP of Customer Success and Services will talk about our Customer engagement model with you, from the early stages of starting a project all the way through your journey as you grow and deliver your CX strategy in your organisation.

Customer panel – Siemens, Sage, OVO, Virgin Atlantic

One-on-One’s

Pre Dinner Drinks

Breakfast at Leisure

Opportunity for additional 1:1’s as required – either with Genesys Execs or Genesys customers

Departures for all