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Your Future Accelerated

Get future ready — now

24 September 2024 | Amsterdam
The Netherlands

Theater Amsterdam

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Xperience EMEA North 2024

Join us on 24th September 2024 at Genesys Xperience EMEA North, live in Amsterdam (Theater Amsterdam). You will meet your peers, learn from industry experts and customers from regions Nordics & Baltics, Benelux, Alps, Eastern Europe and Germany. This year, our theme ‘Your Future Accelerated’ will showcase how empathy, AI and automation create outstanding experiences for your customers and employees.

PLEASE NOTE: Attending the event is free of charge. Due to ticket limitations for 5 regions, registrations will be reviewed for final approval. There will be some registration guidelines (number of tickets per customer, partner registration etc), which will be shared via your Genesys contact.

Immerse yourself in the future of experience

Discover how to accelerate business success by joining us this September in Amsterdam. Whether you’re new to Genesys, an existing customer or part of our growing ecosystem, this conference is packed with the topics to help you transform your customer and employee experience:

*This is an end-user event and is subject to approval.

  • AI-powered experience orchestration
  • Open platform and ecosystem
  • Artificial intelligence and automation
  • Customer journey management
  • Workforce engagement management
  • Channel-less interactions
  • And much more

Agenda

Check back later for the full agenda.

Xperience EMEA North

24/09/2024

08:15 – 09:00

Registration & Coffee

09:00 – 09:15

Welcome to 'Your Future Accelerated' with Genesys

Osen Akkemik, Heinrich Welter, Daniel Karadza, Genesys

09:15 – 10:00

Accelerating the Future of AI-Powered Experience Orchestration

Peter Graf, Genesys

10:00 – 10:20

Panel Discussion

10:20 – 10:40

Customer story: Benify – benefits of CX Cloud from Genesys and Salesforce

Philip Hagenfeldt, Benify

Delivering on the expectations of today’s experience economy requires unifying customer experience, workforce employee management and CRM like never before. In this session Philip from Benify will talk about their implementation of the new CX Cloud solution from Genesys and Salesforce, discuss best practices and benefits they see.

10:40 – 11:10

Coffee break

11:10 – 11:50

WEM deep-dive: A journey to unlocking employee potential for maximum business impact

Merijn te Booij, Genesys

Hear about where the future of workforce engagement managment practices and how it supports new trends in employee experience. Is AI a blessing or a curse? Learn how to build an engaged and high-performing workforce by reshaping processes, behaviors, technology and metrics that unlock the full value of your employees. Walk away with a better understanding on the importance of an employee-centric operating model for your contact center.

11:50 – 12:10

Customer story: Rabobank – Building the future of customer interactions

Derco Zeegers, Lead Product Manager Conversational AI, Rabobank

12:10 – 13:20

Lunch

13:20 – 14:00

Genesys AI deep dive

Joe Smyth, Genesys

Genesys Cloud – the AI first platform – secure, compliant, and ready for scale.

14:00 – 14:20

Customer story

14:20 – 14:50

Work Automation: Fulfilling the customer need as you go beyond the front office

Your customers speak to agents to get their issues resolved. However, if the front office agent cannot solve the issue, it flows into the back office to complete. That back office is often a unknowable realm with no link to the front office and no traceability or reportability. Discover how Work Automation in Genesys Cloud can speed up these processes and give you visibility of the back office like you have in the front office.

Marc Sassoon, Digital and AI specialist, Genesys

14:50 – 15:10

Customer story: KPN - Increasing customer satisfaction using work automation

In this session Valerie will discuss how KPN and Genesys worked very closely on the innovation of work items where tasks and tickets are included in the contact center of KPN. This enables KPN to increase insights on the workstreams, route traffic better and ultimately increase customer satisfaction!

Valerie Stam, VP Omnichannel Performance

15:10 – 15:40

Coffee break

15:40 – 16:00

Customer story: Lufthansa

16:00 – 16:45

Keynote: Artificial Intelligence is changing society and will boost the human soul and spirit

Bob de Wit, Professor of Strategic Leadership at Nyenrode Business University in The Netherlands and inspirational speaker on the future of digital technologies, will take you into an interesting journey about the historical development of society till where we are now; a ‘human society in transition’. Digital technologies like AI are not just adding another level of industrialisation to society. They are actually transforming the very nature of society itself. Digital technologies are changing our society and economy at least as fundamentally as machines changed societies and economies in the industrial revolution.

At the end of this keynote, global futurist keynote speaker and AI trendwatcher Christian Kromme will join Bob on stage for an interesting Q&A about the future of AI and humanity. Both speakers are passioned about the future, AI and the human factor in these developments.

Bob de Wit, Professor Strategic Leadership, Nyenrode Business University
Christian Kromme, Futurist Speaker & AI Trendwatcher 

16:45 – 17:00

Closing Remarks & Wrap Up

Osen Akkemik, Heinrich Welter, Daniel Karadza, Genesys

17:00 – 18:30

Networking Reception

Speakers

Heinrich Welter

Heinrich Welter

VP Sales Northern & Eastern Europe, Genesys

Daniel Karadza

Daniel Karadza

Country Manager & Senior Director Sales Germany, Genesys

Peter Graf

Peter Graf

SVP Strategy, Genesys

Osen Akkemik

Osen Akkemik

Senior Director Customer Success, Genesys

Merijn te Booij

Merijn te Booij

GM Workforce Engagement Management, Genesys

Joe Smyth

Joe Smyth

SVP of R&D, Digital & AI, Genesys

Derco Zeegers

Derco Zeegers

Lead Product Manager Conversational AI, Rabobank

Philip Hagenfeldt

Philip Hagenfeldt

Commercial System Lead, Benify

Valerie Stam

Valerie Stam

VP Omnichannel Performance, KPN

Marc Sassoon

Marc Sassoon

Cloud Solution Architect for Digital & AI, Genesys

Bob de Wit

Bob de Wit

Professor Strategic Leadership, Nyenrode Business University

Christian Kromme

Christian Kromme

Futurist Speaker & AI Trendwatcher

Sponsors

Platinum Sponsors

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