Your Future Accelerated

Osen Akkemik, Heinrich Welter, Daniel Karadza, Genesys

Peter Graf, Genesys

Nadia Idris-Jozwiak, Genesys

Sustainability, Diversity, Equity and Inclusion is part of the Genesys DNA. Our goal is to power 80 million conversations between charities and people in need, and to have a workforce as diverse as the markets where we work. In this presentation Nadia will take you through some European initiatives that is taken place within this space.

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.

Merijn te Booij & Robert Beasley, Genesys

Hear about where the future of workforce engagement management 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.

In this session you will;

• Learn strategies for journey management to tailor channel usage based on customer preferences and needs, and promote customer autonomy and self-service in the secure banking app
• Utilise GenAI-driven tools like a pro-active knowledge assist, conversation and transfer summarizer, and a GenAI Sales Pitch per NBA to boost sales and reduce cost-to-serve.
• Learn how Gamification & WEM insights could Boosts agents’ performance.

Derco Zeegers, Lead Product Manager Conversational AI, Rabobank

Joe Smyth, Genesys

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

Carl Thompson, Genesys; Andreas Bös, EWE; Carolin (König) Raezer, Ionos, Michael Sourbron, CallExcel

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

Lufthansa creates a personalized omni-channel service experience for their customers across all touchpoints, enabled by digital self-services, AI, human touch and care. In this presentation Mario will explain how they integrate state-of-the-art service tools and enhance their operations through process harmonization, automation, AI and staff training. All while also showing appreciation & empathy towards their employees. Mario will also highlight Lufthansa’s migration journey from on-premise to the Genesys Cloud solution, and their learnings thereof.

Mario Kalsch, Senior Director Customer Service Transformation, Lufthansa

Bob de Wit, Professor of Strategic Leadership a Nyenrode Business University in the Netherlands and inspirational speaker on the future of digital technologies, will take you on a fascinating journey, charting our historical development as a society to where we are now; a ‘human society in transition’. Digital technologies such as AI are not simply adding another layer of industrialization to society, they are transforming its very nature.

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 

Osen Akkemik, Heinrich Welter, Daniel Karadza, Genesys