G-Summit Melbourne
Your definitive local customer experience event
30 & 31 July 2019, Melbourne, Australia
Chart the future of your customer experience at G-Summit
Discover emerging technologies, talk with peers and see the future of customer experience. Spend a day at G-Summit Melbourne and learn how to make every moment count for your customers, for your agents and for your business. Gain the ideas, tools and techniques to take your customer experiences to new heights.
Agenda
Tuesday 30 July
Registration & Lunch – Customers, Prospective Customers and Partners only
12:30 PM – 1:30 PM
Innovation across government – Customers and Prospective Customers only
Charles Oppenheim, Principal Business Consultant, Genesys
David Johnson, Founder and Managing Partner, Customer Transformation Partners
Join this workshop and explore the challenges of innovation across all levels of government. Genesys has government customers all around the globe facing similar challenges: how to innovate with less, data privacy and security, cloud strategy, connecting relevant data across departments. Join this interactive session to hear about these challenges and others in detail and workshop tangible solutions/approaches to resolving these.
Kick start your transformation – Customers and Prospective Customers only
Andrew Verrall, Senior Manager Business Consulting, Genesys
Robyn Stokes, Business Consultant, Genesys
If you have recently implemented your Genesys platform or are wanting to introduce new concepts to your Customer Experience model, this is an opportunity to progress the full potential of your vision through an interactive session providing common pitfalls, real-world successes and challenges outside technology that influence successful decisions. Join other recent Genesys customers to share thoughts on your experience to date.
Take your transformation to the next level – Customers only
Prashanth Sreetharan, Principal Business Consultant, Genesys
The emergence of AI technologies offer endless possibilities to enterprises; not just in terms of automating and simplifying existing constructs but, also, the opportunity to redefine customer and employee engagement.
However, organisaions are struggling to definte their vision for AI and failing to derive real value. How do we go from vision to value?
Join our experts as we contemplate this question and explore AI fundamentals, success stories, emerging challenges and risks.
Build a Bot workshop – Customers and Prospective Customers only
Matt Holmes – Manager Solution Consulting, Genesys
Matt McPhee – Senior Solution Engineer, Genesys
Hendrik Coetzee, Senior Solution Principal Engineer, Genesys
In this hands-on workshop, you will have the opportunity to learn about, and build flows that utilise 3rd party bots to direct and handle interactions. You will use natural language understanding to gather intent prior to routing interactions as well as providing self service capabilities. Don’t forget to bring your laptop and phone!
1:30 PM – 4:15 PM
AppFoundry for Partners
Zach Hinkle, Senior Product Manager, Genesys
AppFoundry is the singular source of Genesys approved applications and integrations for all Genesys Platforms. Join us to find out how to leverage AppFoundry to expand Genesys platform adoption and revenue via automation, re-usable solutions and vendor applications. Partner session only session
1:30 PM – 5:00 PM
Industry Connected Networking and Cocktails
We welcome all attendees to join us for Networking and Cocktails.
4:15 PM – 6:00 PM
Wednesday 31 July
Arrival & registration
8:00 AM – 8:50 AM
Welcome to G-Summit19
Gwilym Funnell, Managing Director ANZ, Genesys
8:50 AM – 9:00 AM
Make Every Moment Count
Dan Rood, Vice President Product Marketing, Genesys
Zach Franzen, Product Marketing Manager, Genesys
9:00 AM – 9:40 AM
Service NSW Case Study: Transforming Citizen Experience
Jody Grima, Executive Director Service Delivery, Service NSW
9:40 AM – 10:05 AM
The Next Conversation: Powering Customer Conversations With Google Cloud AI
Matt Jones, Product Manager, Google
We can enable transformational experiences by understanding what customers are saying and typing. Humanlike understanding and speech capabilities can be applied across every industry and every channel – whether it’s in your contact centre, apps, IoT products and more. In this session, attendees will learn how Google Cloud’s Dialogflow Enterprise Edition and the Cloud Contact Center AI partner program support the creation of rich, natural-sounding, and powerful conversational experiences. We’ll also discuss how you can easily integrate conversational AI into your existing technology and workflows – no machine learning experts needed!
10:05 AM – 10:25 AM
CX Heroes
10:25 AM – 10:30 AM
Morning Tea
10:30 AM – 11:00 AM
Celebrating Award Winning Customer Success Stories
Andrew Slater, CEO, Homecare Medical
George Yousif, Infrastructure & WFM Coordinator, Tokio Marine
Steven Bailey, Chief Client Officer, MyBudget
Moderator: Brooke Hardy, Director, Genesys Care APAC
11:00 AM – 11:20 AM
CX Transformation
Steve Rutledge, Senior Vice President Product Management, Genesys
11:20 AM – 11:50 AM
Customer Success Stories Sales and Marketing
Dan Arra, Vice President Sales, Genesys
11:50 AM – 12:05 PM
Solution Demo: Make Every Moment Count
Anne Marie Hodgson, Senior Solution Consultant
Courtney Harland, Senior Solution Consultant, Genesys
12:05 PM – 12:20 PM
Lunch
12:20 PM – 1:20 PM
G-Summit Breakout Sessions
Hear about Chatbot and Voicebot possibilities in Genesys
Hendrik Coetzee, Senior Solution Principal Engineer, Genesys
Stuart Gielen, Senior Solution Consultant, Genesys
This breakout will cover how and why to introduce a bot to your Genesys environment. Where to start? How do bots fit in? Scaling a bot. Third party and Genesys bots, plus a live demo of introducing the first bot to your Genesys environment.
Customer Success Story
Andrew Hume, CEO, Probe
Level-up your CX with disruptive innovations in AI
Paul Humphrey, CEO, Call Journey
Customer Experience is about to hit a wall. The low hanging CX fruits have been picked, and most businesses have achieved the base level of customer experience prerequisites. But consumer standards continue to rise, and the current level of CX most brands deliver won’t satisfy customers for long. Business Leaders are starting to understand that being better at customer experience is imperative to the growth and survival of a company versus competitors.
Join this session to discover The Next Level CX and learn:
- How to evolve your omnichannel strategy with the latest innovation in voice data technology
- How to connect those customer-facing CX improvements to back end systems like finance, HR and the supply chain
- How to understand what your customers really desire beyond the product and service you offer
- How to find “niches” to create new value propositions for your customers
The Secret to winning clients hearts
Steven Bailey, Chief Client Officer, MyBudget
1:20 PM – 1:50 PM
Getting to a smarter employee journey using Automation @Work
Andy Hardy, Strategic Director, Employee Experience, Genesys
Employees are the most valuable asset in your business. Keeping them trained and engaged is becoming increasingly difficult. How do you balance contact centre quality, on-going training, employee engagement and increased operational excellence? Automation @Work leverages the best technology to make it happen!
Building an elite service organisation
Paula Mullan, Senior Manager Operational Effectiveness, Everyday Banking, Westpac NZ
Moving your contact centre to the cloud
Tim Brown, Senior Manager Solutions Consultant ANZ, Genesys
Explore the impact of moving your Genesys contact centre solution (of any size) to the cloud, from both the IT and business-user perspectives. Understand what Genesys is doing for customers to ease their transition to the cloud and how improve day to day operations, optimize their workforce and many other benefits.
Finding prospects, winning & keeping customers is as easy as learning to fly fish
Dan Arra, Vice President, Genesys
If your website is one of your key sources to find new prospects and leads, you’ll want to reel them in by providing the right information at the right moment of their journey using the power of AI. Join us to learn more about how Altocloud can increase your website leads–and you’ll learn a bit about fly fishing, too.
1:55 PM – 2:25 PM
Solutions Roadmap: Pure Connect
Greg Cole, Product Line Manager – PureConnect Analytics, Genesys
Hear all that’s planned for the remainder of 2019 and into 2020.
Solutions Roadmap: Pure Cloud
Zach Hinkle, Senior Product Manager, Genesys
Hear all that’s planned for the remainder of 2019 and into 2020.
Solutions Roadmap: Pure Engage
Rodney Hassard, Senior Director Product Manager PureEngage & PureConnect, Genesys
Hear all that’s planned for the remainder of 2019 and into 2020.
2:30 PM – 3:00 PM
Afternoon Tea
3:00 PM – 3:30 PM
Celebrating Award Winning Customer Success Stories
Michael Clark, CIO, Fair Work Ombudsman
Luke Whytcross, Head of Customer Solutions, O’Brien Glass
David Percival, Workforce Planning Analyst, Teachers Mutual Bank
Moderator: Brooke Hardy, Director, Genesys Care APAC
3:30 PM – 3:50 PM
The Tangible Value of Flexibility in Technology Investments
Julie Bingham, Head of Member Services, QSuper Group
Mark Mezgec, Manager – Centre of Excellence, QSuper Group
Sophie Giesen, Senior Manager, Strategic Business Consulting ANZ, Genesys
Organisations and individuals naturally struggle with change, and being flexible is often touted as the key factor in managing change successfully. As the pace of technology evolution accelerates, what does flexibility actually look like in a corporate setting and how do you use it to leverage greater benefit from your technology investments?
3:50 PM – 4:10 PM
Inspirational Keynote: A long way home
Saroo Brierley
4:10 PM – 4:50 PM
Closing Remarks
Keith Budge, Senior Vice President, General Manager Asia Pacific & Japan, Genesys
4:50 PM – 5:00 PM
G-Summit19 Party
Spice Market
5:00 PM – 10:00 PM
Speakers
Dan Arra
Vice President Sales, Genesys
Julie Bingham
Head of Member Services, QSuper Group and Mark Mezgec, Manager
Steven Bailey
Chief Client Officer, MyBudget
Saroo Brierley
Guest Speaker
Tim Brown
Senior Manager Solutions Consultant ANZ, Genesys
Keith Budge
Senior Vice President, General Manager Asia Pacific & Japan, Genesys
Michael Clark
Senior Executive, Fair Work Ombudsman
Hendrik Coetzee
Senior Solution Principal Engineer, Genesys
Greg Cole
Product Line Manager – PureConnect Analytics, Genesys
Dani Di-Masi
Master of Ceremonies
Zach Franzen
Product Marketing Manager, Genesys
Gwilym Funnell
Managing Director ANZ, Genesys
Sophie Giesen
Senior Manager, Strategic Business Consulting ANZ Genesys
Jody Grima
Executive Director, Service Delivery, Service NSW
Andy Hardy
Strategic Director, Employee Experience, Genesys
Brooke Hardy
Director, Genesys Care, APAC
Courtney Harland
Senior Solutions Consultant, Genesys
Rodney Hassard
Senior Director Product Manager PureEngage & PureConnect, Genesys
Zach Hinkle
Product Manager, Genesys
Annemarie Hodgson
Senior Solutions Consultant, Genesys
Andrew Hume
CEO, Probe
Paul Humphrey
CEO, Call Journey
David Johnson
Founder and Managing Partner, Customer Transformation Partners
Matt Jones
Product Manager, Google
Mark Mezgec
Manager, Centre of Excellence, QSuper Group
Paula Mullan
Senior Manager Operational Effectiveness, Everyday Banking, Westpac NZ
David Percival
Workforce Planning Analyst, Teachers Mutual Bank
Steve Rutledge
Senior Vice President Product Management, Genesys
Andrew Slater
CEO, Homecare Medical
Robyn Stokes
Business Consultant, Genesys
George Yousif
Infrastructure & WFM Coordinator, Tokio Marine Management
Luke Whytcross
Head of Customer Solutions, O’Brien Glass
Sponsors
Platinum & After Party
Gold Plus
Gold
Silver Plus
Silver
Afternoon Cocktails
Water Bottles
Barista Cart
AppFoundry
Supporting Partner
Grand Hyatt Melbourne
123 Collins Street
Melbourne, Australia
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