{"id":590532,"date":"2025-09-05T10:16:13","date_gmt":"2025-09-05T17:16:13","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=590532"},"modified":"2025-10-06T08:24:09","modified_gmt":"2025-10-06T15:24:09","slug":"emea-customer-reference-forum-espn","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/emea-customer-reference-forum-espn","title":{"rendered":"Customer Reference Forum &#8211; ESPN"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>&#8220;Moving at the Speed of Live.&#8221; Why ESPN Displaced Nice CXone<\/h1>\n<h2><\/h2>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]ESPN transitioned from Nice CXone to Genesys to support its evolving vision for delivering personalized, omnichannel fan experiences at scale. The existing NICE CXone solution limited ESPN\u2019s ability to unify voice and digital channels, lacked the real-time analytics and AI capabilities needed for proactive engagement, and presented integration challenges with internal systems.<\/p>\n<p>Genesys offered a more agile, AI-powered platform that aligned with ESPN\u2019s customer experience strategy.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<strong>September 23, 2025 &#8211; 12pm ET<\/strong><\/p>\n<p>Zoom (Online)[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]Join us for a live reference forum with <strong>Doug Kramon, Head of Customer Care and Fan Support<\/strong> to learn how Genesys Cloud is enabling <strong>ESPN<\/strong> to:<\/p>\n<ul class=\"RichTextList-bulleted\">\n<li>\n<div class=\"TypographyPresentation TypographyPresentation--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol HighlightSol--buildingBlock\">A <strong>unified view of customer interactions<\/strong> across all channels<\/div>\n<\/li>\n<li>\n<div class=\"TypographyPresentation TypographyPresentation--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol HighlightSol--buildingBlock\"><strong>Faster response<\/strong> times for live events<\/div>\n<\/li>\n<li>\n<div class=\"TypographyPresentation TypographyPresentation--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol HighlightSol--buildingBlock\"><strong>Improved agent productivity<\/strong> through a modern, intuitive UI<\/div>\n<\/li>\n<li>\n<div class=\"TypographyPresentation TypographyPresentation--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol HighlightSol--buildingBlock\"><strong>Scalability<\/strong> and <strong>flexibility<\/strong> to support seasonal volume spikes<\/div>\n<\/li>\n<li>\n<div class=\"TypographyPresentation TypographyPresentation--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol HighlightSol--buildingBlock\">\n<p><strong>Faster innovation cycles<\/strong> through <strong>open APIs<\/strong> and <strong>smoother integrations<\/strong><\/p>\n<div><\/div>\n<\/div>\n<\/li>\n<\/ul>\n<div class=\"TypographyPresentation TypographyPresentation--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol HighlightSol--buildingBlock\"><\/div>\n<p>Ultimately, the move to Genesys enabled ESPN to elevate its fan engagement, empower frontline teams, and future-proof its CX investments.<\/p>\n<p>During this live forum you\u2019ll be able to engage and ask questions. You are welcome to participate.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start\">\n            <div class=\"card-body\">\n                <h5 class=\"card-title\">Thanks for joining us!<\/h5>\n                <p class=\"card-text\">While we get the webinar recording ready, here are some ways to keep exploring and stay connected.<\/p>\n\n                <div class=\"btn-container   vc_custom_1710857185398\">\n                    <a role=\"button\" aria-expanded=\"true\" aria-haspopup=\"true\" data-bs-toggle=\"modal\" data-bs-target=\"#getStartedBox\" href=\"#\" aria-label=\"Get started\" class=\"btn btn-primary\">Get started<\/a>\n                    <a role=\"button\" class=\"btn btn-ff-primary chevron\" href=\"https:\/\/www.genesys.com\/en-gb\/events\" target=\"\" rel=\"\">Events & webinars<\/a><\/div>\n                <\/div>\n        <\/div>[vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><\/h3>\n<p>&nbsp;<\/p>\n<h4>Future Customer Reference Forums<\/h4>\n<p>Don&#8217;t miss out on future customer reference forums &#8211; watch this space to see up and coming sessions[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1733151066545{padding-top: 0px !important;}&#8221;][vc_row el_class=&#8221;mx-0&#8243;][vc_column background_color=&#8221;bgc-lgray&#8221; el_class=&#8221;p-md-3 px-1&#8243;][vc_row_inner el_class=&#8221;mx-0&#8243;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">Meet the speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner el_class=&#8221;mx-0&#8243;][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/az-headshot.jpg\" alt=\"AZ Zabala\" ><\/div><div class=\"details\"><p class=\"name h5\">AZ Zabala<\/p><p class=\"info\">Vice President Commercial Sales, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div><div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/vanessa-headshot.jpg\" alt=\"Vanessa Jones\" ><\/div><div class=\"details\"><p class=\"name h5\">Vanessa Jones<\/p><p class=\"info\">Director of Market &amp; Competitive Intelligence, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/Doug-headshot.jpg\" alt=\"Douglas Kramon\" ><\/div><div class=\"details\"><p class=\"name h5\">Douglas Kramon<\/p><p class=\"info\">Head of Customer Care and Fan Support, ESPN and ESPN BET<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] &#8220;Moving at the Speed of Live.&#8221; Why ESPN Displaced Nice CXone [\/vc_column_text][vc_column_text css=&#8221;&#8221;]ESPN transitioned from Nice CXone to Genesys to support its evolving vision for delivering personalized, omnichannel fan experiences at scale. The existing NICE CXone solution limited ESPN\u2019s ability to unify voice and digital channels, lacked the real-time analytics and AI [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":571621,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-590532","webinars","type-webinars","status-publish","has-post-thumbnail","hentry"],"acf":{"is_on_demand":false,"is_zoom":true,"w_sdate":"09\/23\/2025 12:00 pm","w_edate":"09\/23\/2025 1:00 pm","w_scope":"single","w_single_timezone":"SEPTEMBER 23, 2025 AT 12 PM ET","item_nav_hide":"no","utm_pass":false,"asset_expiration":"","get_started_config":"default","gsc_tab":false,"disable_chat":false,"enable_ab_test":false,"toggle_exceed_chat":false,"enable_external_utm":false,"add_to_global_events":false,"media_type":"embed","media_position":"top","meta_title":"","meta_description":"Join this Genesys Customer Reference Forum to learn why ESPN transitioned from Nice CXone to Genesys to support its evolving vision for delivering personalized, omnichannel fan experiences at scale.","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","w_tycontent":"<p dir=\"auto\">Thank you for registering.\u00a0 You will receive a link from Zoom Webinar shortly. If you have any questions please contact <a href=\"mailto:c.erica.heil@genesys.com\">c.erica.heil@genesys.com<\/a><\/p>\n","disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":437363,"post_author":"932","post_date":"2022-06-23 04:38:20","post_date_gmt":"2022-06-23 11:38:20","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%5D\"][vc_row gap=\"10\" equal_height=\"yes\" content_placement=\"middle\"][vc_column width=\"1\/2\"][vc_column_text css=\".vc_custom_1730165246832{border-top-width: 20px !important;border-right-width: 20px !important;}\"]\r\n<h1>It's demo time!<\/h1>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][mktoform cta_header=\"Watch\" cta_button=\"Watch now\" form_p_target=\"custom\" cid_id=\"7011T000001YmBvQAK\" url=\"https:\/\/www.genesys.com\/resources\/introduction-to-genesys-cloud-cx\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row equal_height=\"yes\" content_placement=\"middle\"][vc_column width=\"1\/2\"][vc_column_text]The Genesys Cloud\u2122 platform is a seamless, all-in-one contact centre solution that allows you to power deeply connected experiences, but don't just take our word for it. 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But many organisations are still undecided about how to leverage the power of AI.\r\n\r\nThe recent buzz about generative AI has sparked renewed interest in AI, but it hasn\u2019t delivered a clear answer to the age-old question: Where do we start?\r\n\r\nJoin leading AI experts as they explore the practical applications of AI across multiple dimensions in modern contact centres. Discover how the evolution of AI has opened new opportunities for innovation and learn how to harness its power to achieve remarkable results.\r\n\r\nTake home new knowledge for harnessing the power and potential of AI to create new service models, drive down costs and improve customer experience outcomes.\r\n<p class=\"text-orange\"><strong>Key webinar highlights:<\/strong><\/p>\r\n\r\n<ul>\r\n \t<li>Explore exactly <strong>how AI is evolving <\/strong>to revolutionise customer service and operational efficiency<\/li>\r\n \t<li>Delve into the <strong>ways AI can enhance customer experiences<\/strong> and boost satisfaction<\/li>\r\n \t<li>Discover how to <strong>integrate generative AI into your customer experience strategy<\/strong> and deliver measurable value<\/li>\r\n<\/ul>\r\n<span class=\"TextRun SCXW150968553 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW150968553 BCX0\">Reserve your spot now!<\/span><\/span>[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][mktoform cta_header=\"Register\" cta_button=\"Register now\" form_reach=\"noreach\"][vc_row_inner r_gutter_size=\"gutter-small\"][vc_column_inner width=\"1\/3\"][vc_single_image image=\"443645\" alignment=\"center\"][component_button][vc_column_text]\r\n<p class=\"font-roboto text-16\" style=\"text-align: center; color: #23395d;\">North America<\/p>\r\n<p class=\"text-mid-gray text-16 font-roboto\" style=\"text-align: center;\">10\/4\/2023\r\n2 PM ET \/\r\n11 AM PT<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"443663\" alignment=\"center\"][component_button][vc_column_text]\r\n<p class=\"font-roboto text-16\" style=\"text-align: center; color: #23395d;\">Europe, Middle East &amp; Africa<\/p>\r\n<p class=\"font-roboto text-16 text-mid-gray\" style=\"text-align: center;\">10\/5\/2023\r\n2 PM BST \/\r\n3 PM CEST<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"443664\" alignment=\"center\"][component_button][vc_column_text]\r\n<p class=\"font-roboto text-16\" style=\"text-align: center; color: #23395d;\">Asia-Pacific<\/p>\r\n<p class=\"font-roboto text-16 text-mid-gray\" style=\"text-align: center;\">10\/5\/2023\r\n1 PM AEST \/\r\n11 AM SGT<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=\".vc_custom_1692310919500{padding-top: 30px !important;}\"]<em class=\"text-16\">*Please note that space is limited, so early registration is recommended.<\/em>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]\r\n<h3 style=\"text-align: center;\"><strong class=\"no-bottom-padding no-bottom-margin no-padding font-roboto\">Meet the speakers<\/strong><\/h3>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"2\/4\"][vc_row_inner r_gutter_size=\"gutter-small\" equal_height=\"yes\" content_placement=\"top\" el_class=\"speaker_list\"][vc_column_inner width=\"1\/2\"][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"486098\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Jane Hendricks<\/strong>\r\nProduct Marketing Director, AI\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"2\/4\"][vc_row_inner r_gutter_size=\"gutter-small\" equal_height=\"yes\" content_placement=\"top\" el_class=\"speaker_list\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"486099\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><b class=\"text-orange\">David Myron\u00a0<\/b>\r\nPrincipal Analyst, Customer Engagement\r\nOmdia<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_column_text]\r\n\r\n<hr \/>\r\n\r\n<b><span class=\"text-blue\" 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