Genesys Virtual G-summit Nordic & Baltic 2021

Speaker: Peter Graf, Chief Strategy Officer, Genesys

Customer focus and customer experience has become a norm in the Nordic and Baltic region. As work culture is less about employee wellbeing and more about productivity and ability to keep up in the frantic pace of digital transformation, employee experience becomes a main ingredient in CX. Operational excellence is already a part of any 360 degree customer experience, now workplace and employee experience need to be brought in to optimize investments.

Speaker: Martin Sundblad, Research Manager, IDC Nordics

Customers expect a smooth, personalized experience when they engage with you, on whichever channel they choose, whether the resource is human or bot. Today’s contact center doesn’t need to be a cost center. With AI, you’ll deliver customer and employee experiences effectively, efficiently — and profitably.

Speaker: Elcenora Martinez, Global VP, Product Management, AI, Genesys

Releasy, together with Genesys, wanted to create a voicebot that included both a business value and a great customer experience. The voicebot that was implemented for Releasy’s customer SL on October first has exactly this. A solution where the customer can plan their journey with Stockholm’s public transport, get simple questions answered fast, and seamlessly be transferred to a customer service agent when needed.  To ensure further development the solution is scalable and built for future development based on the customer’s needs.

Speaker: Anton Valentiner, Business Development Manager, Releasy AB

What if you could make your routing domains dance in unison with your Workforce Engagement Management capabilities? If you could make your agents more central input than a fixed output to your plans. If you could manage and engage in a new world as the future of work is different, whichever way you turn. If you could finally escape complexity and continuously improve. What if your customers recognize that? Genesys believes the next decade will finally change some ancient old paradigms, ones that hold us back because we always did it that way. Join us for some radical discussions.

Speaker: Merijn te Booij, GM, Workforce Engagement Management, Genesys

Electrolux was able to execute its vision and strategy using Genesys Cloud and Google CC AI. When the company changed their business model to improve end consumer communication, they needed a new Omnichannel Contact Center Solution and a new CX strategy for the 23 countries in which they operate.

Elextrolux has chosen Genesys Cloud to replace multiple siloed, legacy, on-prem solutions and start them on their omnichannel journey. Google AI plays a key role in driving self-service with chatbots & voicebots from the outset, and Predictive Engagement is also in play with strong stats from early KPI’s to share.

Speaker: Harald Niels van Driel, Business Transformation Manager Consumer Channels AI, Omnichannel and VOC, Electrolux

Learn about the latest development of the Genesys Cloud solution

Speaker: James Baker, Principal Solution Consultant, Genesys Nordics/Baltics

Learn about the latest development of the Genesys solution

Speaker: Joakim Skalberg, Senior Principal Solution Consultant, Genesys Nordics/Baltics

Learn about the latest development of the Genesys PureConnect solution

Speaker: Regis Mace, Director Solutions Consultant, Genesys Nordics/Baltics

What are the benefits of having your contact center in the Cloud? Join this session and learn how it gives you access to constant innovation and business agility.

Speaker: Nick Wingrove, VP, Solution Consulting, Genesys EMEA