Choose the breakout session you want to attend
1. Genesys Cloud CX Customer story: Teleperformance Nordics
Why Employee experiences matter
As a global leader in the Customer Experience and Business Process Outsourcing space, Teleperformance knows what it takes to build effective teams and deliver exceptional business results. In this session Chief Commercial Officer Linda Persson of Teleperformance Nordic will share her insights on how Teleperformance keep up with ever changing needs of modern consumers and why the employee experience is key to achieve great business outcomes and deliver exceptional customer experiences.
Linda Persson, Teleperformance
2. Genesys Cloud CX Customer Story: Rainmaker Oy
Managing customer service performance and sales through gamification
Anticipating changes in the value chain of customers businesses and generating measurable added value for customers are at the heart of Rainmaker strategy. We employ about 1,200 people in sales and customer service in Finland.
For almost 20 years, we have focused on the moment the end customer encounters a product or a service. We utilize wide range of gamification techniques and technologies in the management of customer service and the development of employee experience.
In this session Tuukka and Henri will answer the following questions:
– How is overall performance managed for an individual in an ever-changing and multi-channel environment?
– How are customer business goals taken into account in customer service goal planning?
– What role does gamification play in Rainmaker customer service representatives everyday life and rewards?
Tuukka Ahila & Henri Forss, Rainmaker
3. Genesys Multicloud CX (Engage) Customer story: DNB Bank
20 years experience of Genesys Engage and the road ahead towards modernization
DNB is Norway’s largest financial services group and one of the largest in the Nordic region in terms of market capitalization. They have used the Genesys Engage platform to offer great customer experiences for the past 20 years.
In this session Abhi and Ketil will go over how the platform has supporter their goals over the years and their view of the future within CX. Abhi will explain DNB’s chat automation strategy and solution, and Ketil will talk about the journey sofar and DNB’s strategies for modernization.
Abhilash Nair & Ketil Berge, DNB Bank ASA