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Your Future Accelerated

Get future ready — now

18 June 2024 | London, United Kingdom
The Brewery London

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Xperience UKI 2024

Join us on the 18th of June 2024 at Genesys Xperience UKI, live in London. You will meet your peers, learn from industry experts and customers. This year, our theme ‘Your Future Accelerated’ will showcase how empathy, AI and automation create outstanding experiences for your customers and employees.

Immerse yourself in the future of experience

Discover how to accelerate business success by joining us this June in London. 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
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Live keynote with Racing Driver Nicolas Hamilton

Born with Cerebral Palsy, which affects the movement of his leg muscles, Nicolas was initially a wheelchair user. He endured years of gruelling, painful training so that by the age of 17 he could walk completely unaided. A huge achievement in itself, but this was just the first part of his unwavering determination to become a professional racing driver.

In a notoriously competitive and tough sport, Nicolas has established himself as a potential future champion, an achievement in any context, but even more so for someone who was told as a child that he would never walk. As well as racing Nicolas is focused on sharing his inspirational story and his belief that your ambition is limited only by your attitude. Delivered in his genuine, down-to-earth, friendly manner, Nicolas’ keynote will recount his personal story of motivation, facing down challenges and overcoming adversity as well the lessons in teamwork that his sport has instilled.

GovNews will be at Xperience UKI!

Genesys is excited to be joined by GovNews at Xperience UKI. GovNews has a collective knowledge and passion for creating content that engages, informs, and innovates, aiming to foster a more collaborative, sustainable, and inclusive public sector.

Join them for an engaging panel discussion that explores the dynamic landscape of Customer Experience (CX) within the public sector. Our expert public service panellists will include representatives from The Home Office, York Medical Group, and Westminster City Council. Following the panel, participate in the Interactive Citizen Experience Workshop, where you’ll tackle various issues based on real-world use cases. This engaging session will promote creative thinking, teamwork, and problem-solving.

Don’t miss this opportunity to gain valuable insights and participate in meaningful discussions about the future of public sector CX!

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Customer Speakers

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Agenda

*may be subject to change

Xperience UKI Agenda

18/06/2024

09:00 AM – 09:30 AM

Registration and refreshments

09:35 AM – 09:55 AM

Welcome to ``Your Future Accelerated`` with Genesys

Peter Graf, Genesys

Join us as we journey through the evolving landscape of AI and its profound impact on the customer and employee experience. We’ll explore AI-powered strategies designed to bridge the gap between expectation and reality, discovering how businesses can fast-track growth while treading carefully in this evolving landscape. Gain insights and tips to navigate this transformative journey, ensuring alignment with consumer demands and market dynamics. And explore how AI can uncover new opportunities, enhance customer experiences and drive operational excellence.

09:55 AM – 10:10 AM

Navigating UK & Ireland's CX & EX Landscape: Strategies and Successes

EJ Cay, Daniel Bailey, Neil O’Donoghue – Genesys

Discover firsthand the innovative strategies and success stories shaping the future of CX & EX in UK & Ireland. From leveraging emerging technologies to fostering a culture of excellence, join us as we explore the tangible pathways and triumphs driving accelerated growth in today’s UK & Ireland business landscape.

10:10 AM – 10:30 AM

AI-Powered Experience Orchestration: A Vision Unveiled

Jamie Little, Joe Smyth – Genesys

Immerse yourself in an interactive and engaging demo showcasing the latest capabilities in AI-powered experience orchestration. Dive into real-life examples that bring this vision to life, demonstrating how AI transforms customer interactions and drives business success.

10:30 AM – 10:40 AM

Accelerating the New Era of AI with Experience Orchestration

Joe Smyth, Genesys

How AI is changing the relationships organisations build with their customers and employees and why Genesys Cloud is the only platform purpose-built to deliver AI-powered experience orchestration regardless of channel. Guides users through the latest in Genesys Cloud innovation, showcasing the Genesys Co-Pilot suite, highlighting how Journey Management is changing the way customer experience is managed, spotlighting deeper customer sentiment analysis insights now available from the recent acquisition of Radarr by Genesys, demonstrating new levels of Workforce Engagement Management using AI and how organisations bring the back office and front office together using Work Automation.

10:40 AM – 11:10 AM

Break - Community Expo

11:10 AM – 11:30 PM

Creating the Future of CX Together - Accenture, AWS and Salesforce

Marc Donnelly – Genesys, Dilnisin Bayel – Accenture, Mark Dunleavy – AWS, Craig Murray – Salesforce

Hear directly from Genesys strategic partners to discover how the Genesys ecosystem will be a force multiplier for your success. Gain valuable insights on how to chart the next step in your experience transformation journey to deepen customer loyalty and employee engagement.

11:30 PM – 12:25 PM

Customer Innovation Showcase: Three, EuroCarParts, HSBC, Virgin Atlantic and the Home Office

Claire Beatty, Nick Wingrove – Genesys

Genesys customers will showcase how AI-powered Experience Orchestration has transformed businesses of all sizes. Hear directly from customer on how to get the most from your cloud transformation and scale business impact with the latest AI technology.

12:25 PM – 12:30 PM

Breakout Dragons Den Pitch

Each Breakout lead has just one minute to convince you why it’s a must-attend. Get ready for rapid-fire pitches packed with passion, innovation, and compelling reasons to join the action. Don’t miss your chance to be persuaded by the best.

12:30 PM – 01:45 PM

Lunch with networking in the Community Expo

01:45 PM – 02:30 PM

Breakout Tracks: Interactive Sessions to Educate, Inspire, and Innovate

Dive into our breakout tracks for a dynamic experience designed to educate, inspire, and provoke thought. Join interactive sessions tailored to explore cutting-edge strategies, innovative products, and thought-provoking insights. Whether you’re seeking practical solutions, creative inspiration, or visionary ideas, our breakout tracks offer something for everyone. Get ready to engage, learn, and leave empowered to drive positive change in your organisation.

01:45 PM – 02:30 PM

Breakout 1 - GovNews - Innovations & Challenges for Public Sector CX

Join GovNews & Genesys for an engaging panel discussion exploring the dynamic landscape of CX within the public sector. As organisations strive to enhance their services and interactions with citizens, this forum brings together experts and thought leaders to dissect key innovations and confront the inherent challenges.

From leveraging emerging technologies to embracing human-centric design principles, our panellists will share insights into their own strategies driving CX improvements in public sector services.

  • Robbie Warwick, Programme Director and Product Owner (Voice & Video) at The Home Office
  • Zulf Ali, Chief Executive Officer at York Medical Group
  • Rebecca Gordon, Head of Online Customer Experience at Westminster City Council

01:45 PM – 02:30 PM

Breakout 2 - Social Sync AI: Pioneering Seamless Customer Engagements

Berkay Ozkose, Prerna Pant – Genesys

Dive into the future of customer engagement with our breakthrough session on Social Sync AI. Discover how AI and Social listening seamlessly integrates with social platforms to revolutionise customer interactions. Explore real-world examples and learn how leading brands are leveraging this technology to create personalised and impactful customer experiences. Join us to stay ahead of the curve in the era of AI-driven social customer engagement.

01:45 PM – 02:30 PM

Breakout 3 - Automation and Ai, Co-Pilot - AI- Powered Virtual Agents

Marc Sassoon, James Cockbill – Genesys

Think big. Act bigger. In today’s world, ideas are only as good as how they get implemented. With AI-powered experience orchestration, you can go beyond traditional Contact Center as a Service, creating new experiences for your customers and employees. This session will explore trends in the market and how new use cases can push the boundaries of traditional contact center thinking. Exploring AI and Automation. This powerful AI tool is changing how agents work and how customers are served. Get to know Agent Copilot, an interactive session of user cases and learn from agents on what it’s like to work with Copilot.

01:45 PM – 02:30 PM

Breakout 4 - Accelerating your Cloud Journey with Genesys: Concept to Reality and Beyond

Patrick Wiedijk, Nadia Idris-Jozwiak – Genesys

Learn how to leverage Genesys to deliver the experience orchestration journeys your organisation needs; we have the required business and technical use cases to help you become a customer experience leader in your space. Explore how to develop highly skilled and motivated employees to help deliver these experiences, incorporating the latest best practices across AI, digital and workforce engagement management. This session is designed to offer advice on how to build a phased plan and turn it into a successfully executed project.

01:45 PM – 02:30 PM

Breakout 5 - AI-Powered Employee and Workforce Experience. Make my business better

Merijn te Booij, Paul Turner – Genesys

Hear about where the future of workforce engagement managment practices and how it supports new trends in employee experience. Learn how to build an engaged and high-performing workforce by reshaping processes, behaviours and metrics that unlock the full value of your employees. Walk away with a better understanding, solutions and best practices an employee-centric operating model for your customer experience.

02:30 PM – 03:00 PM

Break - Community Expo

03:00 PM – 03:45 PM

Breakout tracks - GovNews - Interactive Citizen Experience Workshop

Join us for the second part of the GovNews & Genesys workshop, where we’ll dive into solving real-world challenges faced by the Public Sector. In this engaging and interactive session, delegates will be divided into teams to tackle various issues based on use cases, fostering a spirit of collaboration and friendly competition. You’ll be amazed at what can be accomplished in just 45 minutes – come ready to think creatively, work together, and have fun!

03:00 PM – 03:45 PM

Breakout tracks 2-5

  • Breakout 2 – Social Sync AI: Pioneering Seamless Customer Engagements
  • Breakout 3 – Automation and Ai, Co-Pilot – AI- Powered Virtual Agents
  • Breakout 4 – Accelerating your Cloud Journey with Genesys: Concept to Reality and Beyond
  • Breakout 5 – AI-Powered Employee and Workforce Experience. Make my business better

03:45 PM – 04:00 PM

Break - Community Expo

04:00 PM – 04:30 PM

Nicolas Hamilton - Driven to Inspire

Inspiring session by Racing Driver, Nicolas Hamilton, who will share his motivational story overcoming adversity as well the lessons in teamwork.

04:30 PM – 04:45 PM

Refuge's approach to supporting vulnerable Customers

Claire Beatty, Genesys

Explore how Refuge is leading the charge in supporting vulnerable customers through a lens of neurodiversity. Join us for an insightful presentation as we delve into innovative strategies and inclusive practices tailored to meet the unique needs of neurodiverse individuals. Discover how Refuge is fostering a culture of understanding, empathy, and empowerment to ensure every customer receives the support they deserve. Don’t miss this opportunity to gain valuable insights and inspiration from our pioneering work in this important area.

04:45 PM – 05:00 PM

Innovation Unveiled: UK & Ireland's Customer Excellence

Leigh Hopwood, CCMA

Join us as we recognise and celebrate this year’s National Contact Centre and Customer Innovation Awards, highlighting transformation, excellence, innovation, and impact across the industry.

05:00 PM – 05:05 PM

Closing Remarks

Thank you joining Xperience UKI. Your take aways.

05:05 PM – 06:00 PM

Let's celebrate!

Join us for networking drinks and meet our partners to learn more.

Speakers

Nicolas Hamilton

Nicolas Hamilton

British Racing Driver / Keynote speaker

Mark Dunleavy

Mark Dunleavy

General Manager. Ireland and Northern Ireland at Amazon Web Services (AWS)

Craig Murray

Craig Murray

Regional Vice President, Service Cloud, Salesforce

Dilnisin Bayel

Dilnisin Bayel

Service Practice Lead, EMEA, Accenture

EJ Cay

EJ Cay

VP, UKI, Genesys

Daniel Bailey

Daniel Bailey

Senior VP & Regional Sales Leader EMEA, Genesys

Peter Graf

Peter Graf

SVP Strategy, Genesys

Nick Wingrove

Nick Wingrove

VP Customer Success EMEA, Genesys

Paul Akister

Paul Akister

Program Director Customer Success & Services, Genesys

Marc Donelly

Marc Donelly

VP, Partners & Alliances EMEA, Genesys

Claire Beatty

Claire Beatty

Senior Director Customer Marketing, Genesys

Emily Bloomfield

Emily Bloomfield

Senior Marketing Director, UKI, Genesys

Joe Smyth

Joe Smyth

SVP of R&D, Digital & AI, Genesys

Berkay Ozkose

Berkay Ozkose

EMEA Digital Innovation Lead, Genesys

Merijn te Booij

Merijn te Booij

EVP GM Employee Engagement Business Unit, Genesys

Paul Turner

Paul Turner

EMEA WEM Innovation Lead, Genesys

Jamie Little

Jamie Little

Director Solution Consulting United Kingdom & Ireland, Genesys

Robbie Warwick

Robbie Warwick

Programme Director and Product Owner (Voice & Video) at The Home Office

Zulf Ali

Zulf Ali

Chief Executive Officer at York Medical Group

Rebecca Gordon

Rebecca Gordon

Head of Online Customer Experience at Westminster City Council

Sponsors

Platinum Sponsors

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Gold Sponsors

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Silver Sponsors

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