CX Tour

8:00 am – 9:00 am

Arrival Coffee & Bites

9:00 am – 9:10 am

Welcome to CX Tour Auckland: Deliver the Next Level of Experience

Albert Nel, Senior Vice President, APAC, Genesys

9:10 am – 9:40 am

Intensify the Impact of Your Experience Strategy

Antoine Ducarme, Vice President, Solutions Consulting, APAC, Genesys

9:40 am – 10:05 am

Interactive Customer Fireside Chat: The Four Key Pillars Shaping CX Success at Charles Sturt University

Michael Buttsworth, Associate Director, SX Service Centre, Charles Sturt University

10:05 am – 10:30 am

Interactive Customer Fireside Chat: hosted by Spark NZ

Speakers to be announced

10:30 am – 11:00 am

Morning tea

11:00 am – 11:15 am

Live Demo: The New Era of AI with Experience Orchestration

No frills, no fluff; just a live demo, supercharging leaders and teams with Genesys AI.

Annemarie Hodgson, Senior Solution Consultant, Genesys
Mike Marshall, Principal Solution Consultant, Genesys

11:15 am – 11:40 am

Interactive Customer Fireside Chat: Beyond the AI Hype: How Real CX Leaders Use Intelligence to Drive Results

While everyone’s rushing to deploy AI in their contact centres, these Operative Intelligence customers took a different approach – they used intelligent insights to understand what problems actually needed solving before throwing technology at symptoms. Hear their candid stories about why focussing on the right customer intelligence first made their subsequent AI investments exponentially more effective, and how they avoided the costly mistake of automating broken processes.

Speakers to be announced

11:40 am – 12:00 pm

The Future of Genesys Cloud and the Transformational Shift in our Industry

What’s Next for Genesys Cloud? Hear the latest updates and roadmap for Genesys Cloud.

Mike Marshall, Principal Solution Consultant, Genesys

12:00 pm – 12:30 pm

Customer Panel: Leading the Future of CX

Don’t miss this engaging panel discussion with CX leaders at the forefront of business and technology innovation. These industry experts will explore how they are leading transformative change, sharing key strategies for success in a fast paced business environment. The panellists will share what it takes to innovate experiences in today’s rapidly evolving, AI-driven world.

Panellists:
Amanda Gray, Service Owner, Inland Revenue
Mark Atherton, Executive General Manager Technology (Acting), Suncorp New Zealand

Moderator: Robyn O’Reilly, Head of Resolution Management, APAC, Genesys

12:30 pm – 1:30 pm

Lunch

1:30 pm – 4:00 pm

Afternoon Workshop A- AI-Driven Employee Engagement

Artificial intelligence is transforming employee engagement. Join this workshop to explore strategies that blend responsible automation with human-centric practices, fostering a thriving workplace. Learn how to support supervisors with the tools they need to lead and inspire effectively by balancing technology with empathy.

Equip yourself with the knowledge and skills to elevate employee engagement and create a future-ready workforce.

1:30 pm – 4:00 pm

Afternoon Workshop B- Bringing Experience Orchestration to Life

You saw it demonstrated, you’ve heard the vision, you want to know how you can do it. Let us take you through how it’s done. Not only will you see how we did it in Genesys Cloud, but we will guide you through how you can uncover the value Experience Orchestration can bring to your organisation.

4:00 pm – 6:00 pm

Social Close

Venue to be announced