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

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

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

The Australia-New Zealand customer is mature in their expectations of CX, service accessibility and personalisation. With that in mind, research shows that many organisations are still struggling with omnichannel capability (sharing context across channels), enabling service capability rapidly, understanding customer intent and engaging with relevance. This session will discuss and workshop the obstacles preventing organisations from taking the next step and workshop removing/mitigating these. Exploring the risk around innovation, making more short-term decisions to create long-term agility and how can we help you get the most from your investment.

 

Build a Bot workshop – Customers and Prospective Customers only

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

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

9:00 AM – 9:30 AM

Service NSW Case Study: Transforming Citizen Experience

Jody Grima, Executive Director Service Delivery, Service NSW

9:30 AM – 9:50 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!

9:50 AM – 10:10 AM

CX Heroes

10:10 AM – 10:20 AM

Morning Tea

10:20 AM – 10:50 AM

Celebrating Award Winning Customer Success Stories

Michael Clark, CIO, Fair Work Ombudsman

Andrew Slater, CEO, Homecare Medical

George Yousif, Infrastructure & WFM Coordinator, Tokio Marine

10:50 AM – 11:05 AM

CX Transformation

Keith Pearce, Senior Vice President Corporate Marketing, Genesys

11:05 AM – 11:35 AM

Customer Success Stories Sales and Marketing

Dan Arra, Vice President Sales, Genesys

11:35 AM – 11:50 AM

Solution Demo: Make Every Moment Count

11:50 AM – 12:05 PM

Lunch

12:05 PM – 1:05 PM

G-Summit Breakout Sessions

Hear about Chatbot and Voicebot possibilities in 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

 

AppFoundry – extending and expanding transformational value

Zach Hinkle, Product Manager, Genesys

AppFoundry is the singular source of Genesys approved applications and integrations for all Genesys Platforms. Join us to find out to expand the capabilities of your Genesys platform via automation, re-usable solutions and vendor applications.

1:05 PM – 1:35 PM

Getting to a smarter employee journey using Automation @Work

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

Moving to the cloud isn’t just for large organisations. Explore the impact of moving a contact centre solution (of any size) to the cloud, from both the IT and business-user perspectives. Understand what other Genesys customers have done in their transition to the cloud and how they have improved day to day operations, integrated with existing software, optimized 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.

1:40 PM – 2:10 PM

Solutions Roadmap: Pure Connect

Hear all that’s planned for the remainder of 2019 and into 2020.

 

Solutions Roadmap: Pure Cloud

Hear all that’s planned for the remainder of 2019 and into 2020.

 

Solutions Roadmap: Pure Engage

Hear all that’s planned for the remainder of 2019 and into 2020.

2:15 PM – 2:45 PM

Afternoon Tea

2:45 PM – 3:15 PM

Celebrating Award Winning Customer Success Stories

Luke Whytcross, Head of Customer Solutions, O’Brien Glass

Steven Bailey, Chief Client Officer, MyBudget

3:15 PM – 3:30 PM

The Tangible Value of Flexibility in Technology Investments

Julie Bingham, Head of Member Services, QSuper Group and Mark Mezgec, Manager – Centre of Excellence

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?

3:30 PM – 3:50 PM

A long way home

Saroo Brierley

3:50 PM – 4:30 PM

Closing Remarks

Keith Budge, Senior Vice President, General Manager Asia Pacific & Japan, Genesys

4:30 PM – 4:40 PM

G-Summit19 Party

Spice Market

4:40 PM – 10:00 PM

Speakers

Dan Arra

Dan Arra

Vice President Sales, Genesys

Julie Bingham

Julie Bingham

Head of Member Services, QSuper Group and Mark Mezgec, Manager

Steven Bailey

Steven Bailey

Chief Client Officer, MyBudget

Saroo Brierley

Saroo Brierley

Guest Speaker

Keith Budge

Keith Budge

Senior Vice President, General Manager Asia Pacific & Japan, Genesys

Michael Clark

Michael Clark

Senior Executive, Fair Work Ombudsman

Gwilym Funnell

Gwilym Funnell

Managing Director ANZ, Genesys

Sophie Giesen

Sophie Giesen

Senior Manager, Strategic Business Consulting ANZ Genesys

Jody Grima

Jody Grima

Executive Director, Service Delivery, Service NSW

Courtney Harland

Courtney Harland

Senior Solutions Consultant, Genesys

Zach Hinkle

Zach Hinkle

Product Manager, Genesys

Annemarie Hodgson

Annemarie Hodgson

Senior Solutions Consultant, Genesys

Andrew Hume

Andrew Hume

CEO, Probe

Paul Humphrey

Paul Humphrey

CEO, Call Journey

Matt Jones

Matt Jones

Product Manager, Google

Paula Mullan

Paula Mullan

Senior Manager Operational Effectiveness, Everyday Banking, Westpac NZ

Keith Pearce

Keith Pearce

Senior Vice President Corporate Marketing, Genesys

Andrew Slater

Andrew Slater

CEO, Homecare Medical

George Yousif

George Yousif

Infrastructure & WFM Coordinator, Tokio Marine Management

Luke Whytcross

Luke Whytcross

Head of Customer Solutions, O’Brien Glass

Sponsors

Platinum & After Party

Gold Plus

Gold

Silver Plus

Silver

Afternoon Cocktails

Supporting Partner

AppFoundry

Barista Cart

Water Bottles

Melbourne

Grand Hyatt Melbourne

123 Collins Street
Melbourne, Australia

G-Summit sells out quickly. Secure your spot now.

Live Assistance

Live Assistance