Following the global pandemic, customers value experiences more than ever. And digital experiences have quickly become part of everyday life — whether it’s remote work, virtual healthcare, or eCommerce. As a result, customer service is now a top investment priority for companies of all sizes. Join newly appointed SVP, Assaf Taropolsky, from Genesys as he shares how you can seize this moment to make the Experience as a Service vision a reality. An interview by Erwann Thomassain, VP of Marketing.
Assaf Tarnopolsky, SVP Asia Pacific at Genesys
Erwann Thomassain, VP of Marketing, Asia Pacific at Genesys
Customer Feature: Tokopedia
Tokopedia provides the best customer experience for their 100+ million monthly active users, join this session to hear from Rudy Dalimunthe, one of the Top 150+ Global Customer Experience Thought Leaders and Influencers 2020.
Rudy Dalimunthe, SVP of Customer Excellence at Tokopedia
Fuelled for the Future: Transforming Customer and Employee Experiences
It has taken superhuman efforts for businesses to reinvent, transform and continue delivering remarkable customer experiences over the past 18 months. Olivier Jouve, EVP and GM of Genesys Cloud, will share how Genesys Cloud CX, the all-in-one customer experience solution, continues to “Go Big,” delivering industry-leading innovation so you can create customer experiences with empathy. Hear directly from customers on how Genesys Cloud CX is impacting their transformation efforts.
Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud
Genesys & Google Cloud: Shaping the Future of Contact Centre
Improve customer experience by combining natural language understanding and speech capabilities from Google Cloud with industry leading cloud contact centre software from Genesys. Resolve basic issues with chatbots and voicebots that converse naturally. And empower agents with real-time assistance for interactions that need a human touch.
Jean Marc Provost, Director Digital & Conversational AI, APAC at Genesys
Mauricio E. Toledo-Guzman, Partner Solutions Lead, APAC at Google
CX Digital Transformation: What about Security? with NTT
In the past year, organizations have had to adapt to a cloud-connected Customer Experience to provide speed and convenience to their customers. The benefits speak for themselves; with 71.6% of organizations stating that cloud has provided access to new functionalities for innovation and 71.1% having experienced cost reductions due to consumption-based modelling. (Source: NTT 2020 Global Customer Experience Benchmarking Report)
However, the increase in digital adoption also comes a rise in data privacy concerns and a need to strike a balance between Customer Experience and Security.
Tune in to the conversation between our CX & Collab expert, Lawrence Ling and our Security expert, Jeremy Jorrot, as they uncover steps to developing a secure CX strategy, from reactive to predictive.
Lawrence Ling, Senior Solutions Specialist, CX & Collab at NTT Ltd
Jeremy Jorrot, Senior Solutions Specialist, Cybersecurity at NTT Ltd
In this session we will be joined live by an expert panel of CX leaders to answer all you questions from the day one keynote session.
Kulachart Ngernpermpoon, Country Manager, Indochina at Genesys
Concurrent Breakout Sessions
||Multicloud Options for Engage on Premise customers
||Elevate Customer Experience in a Hybrid Working Environment
||Roadmap: Genesys Cloud CX
||Why Total Experience Matters: Lessons from the ground
||Web Messaging: The Next Generation of Web Chat
||Roadmap: Genesys Multicloud CX Cloud on AWS and Azure
||Bold360 + Genesys: Empowering Your Digital Engagement Strategy
||How to Make a Better Bot