Learn firsthand how to deliver highly personalized and empathetic customer experiences that build loyalty.
Got a question? Email viktoria.vianden@genesys.com
04/28/2022 09:00 am
Genesys Strategy Forum Nordics & Baltics
Online
Wanna learn about the latest trends within customer and employee experiences? Then you should join this virtual CX Strategy Forum, on April 28th starting 9.00 CET. You will learn about the CX trends in 2022, successful AI strategies and how your hidden data can improve customer journeys.
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Agenda
9.00 Welcome
Viktoria Vianden, Senior Marketing Manager, Genesys
9.10 Genesys Vision and CX Trends 2022
Joakim Skalberg, Senior Principal Solutions Consultant, Genesys
9.35 Dolfi 1920 - Customer case presentation
Dolfi1920 is specialized in managing mishandled luggage claims for the aviation industry. As the pandemic outbreak took the aviation business by surprise and brought global tourism to near-complete stand still, Dolfi1920 decided to embrace the change, take the opportunity to make great leaps forward and to digitally transform their business. In customer service, as part of a big vision, they migrated to Genesys Cloud.
In this session Tal will talk about the rationales behind the decision to implement a cloud based contact center solution. He will also discuss the first signs of success and benefits they already see, such as greater flexibility, adaptability and scalability, true omni-channel, customer 360 holistic view, self service and remote work.
Tal Fridman, Operations & Business Development Director, Europe at Dolfi1920
10.00 Understand how Workforce Engagement (WEM) can support your CX strategy
Overview and demo of 3 key features that allows you to optimise resources and offer great customer service;
- How Genesys leverages AI algorithms to create accurate forecasts for customer demand and average handle time
- Offers insights in to interactions through Quality, Feedback and Analytics
- Supports frontline colleagues through Employee Performance and Gamification
Paul Turner, WEM Innovation Lead EMEA, Genesys
10.25 Break
10.35 Enriching human connections with AI
The use of AI for customer engagement has proven not to be a replacement for humans, but rather an enabler for enriching the customer’s interaction with the organisation. Join us to understand how organisations are using AI are achieving this by anticipating customer’s needs, engaging with them proactively and delivering empathy at scale.
Highlights:
- Lessons learned from early adopters
- Strategies for AI success
- What you can do with AI to enrich customer engagement today
Amanda Halpin, Solution Lead for Digital & AI, Genesys.
11.00 How to improve customer journeys by using your hidden customer data
How to reveal and combine untapped data, to analyze your customer journeys and orchestrate customers experiences in real time. In this session you will learn about:
- What is Pointillist?
- What are the typical obstacles to Customer Journey success?
- How can Pointillist help overcome these obstacles?
- Examples of Customer stories
- Pointillist demo
Emmanuel Garcin, Head of Business Development EMEA/APAC for Pointillist by Genesys
11.25 Summary & Announcement
Speakers
Viktoria Vianden
Senior Marketing Manager, Genesys
Viktoria is a professional Senior Marketing Manager with a passion for people, marketing and the customer journey. She brings 20 years of experience within Digital, Partner and Field Marketing Management, in the Nordic, Baltic and Eastern Europe regions.
Joakim Skalberg
Senior Principal Solution Consultant, Genesys Nordics & Baltics
Joakim has 15 years experience working with CX solutions in the Nordics and Baltics region at Genesys, with a great understanding of local customer needs in the area of CX and AI.
Amanda Halpin
Solution Lead for Digital & AI, Genesys
Amanda Halpin is a Solution Lead for Digital & AI at Genesys. She is responsible for enabling Genesys customers with AI Innovations such as Predictive Engagement and Conversational AI. Prior to joining Genesys, Amanda worked as a Digital Marketing Consult
Paul Turner
WEM Innovation Lead EMEA, Genesys
Independent Accredited Specialist with over 20 years experience within the Contact Centre industry working closely with organisations in Europe and North America, guiding them on Workforce Engagement Management (WEM)
Emmanuel Garcin
Head of Business Development EMEA/APAC for Pointillist by Genesys
Before Genesys he is dedicated to Customer-centric transformation through the most innovative SaaS solutions - as Vice President Digital Publishing for Houghton Mifflin, Managing Director at PwC or Chief Operating Officer of Jahia Solutions Group.
Tal Fridman
Operations & Business Development Director, Europe at Dolfi1920, Poland
An experienced Operations Director with a successful track record in launching and leading organizations, from seed to maturity. Strong experience in setting up and directing high achieving teams across Europe.