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Aug 24–25, 2021 2:00 pm

G.Summit South Asia 2021

Virtual

The Power of Us

G-Summit South Asia will focus on the power of us, how your people and our cloud come together to deliver amazing customer experiences and create happy customers in a world of ever-changing consumer demands.

Genesys customers and speakers will be providing the insights and practical knowledge you need to empower employees, strengthen customer relationships, and keep your business moving forward.

Move to the cloud, adopt AI, and discover new ways to personalise CX.

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August 24th and 25th
2pm SGT / 1pm WIB/ICT / 11.30am IST

Attend G-Summit South Asia and learn how to:

  • Leverage the power of cloud
  • Provide seamless digital channels
  • Engage and optimise your remote workforce
  • Deliver empathy through customer data

Over the course of the two days there will be two live keynote sessions using extended reality technology from our studio in Bangkok that allows us to blend the virtual and physical worlds together. In a time where we still can’t meet in person this augmented and mixed reality in live production creates a fully immersive experience for our attendees. See demos, attend breakouts, and leave with the know-how and confidence to advance your business in 2021 and beyond.

Agenda

All Things Cloud, Digital & AI [Mainstage Live 2PM-3:30PM SGT]

Tuesday, 24 August 2021

2:00 pm

It’s Your Time

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.

Speaker:

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.

Speaker:

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, 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 is impacting their transformation efforts.

Speaker:

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.

Speakers:

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.

Speakers:

Lawrence Ling, Senior Solutions Specialist, CX & Collab at NTT Ltd

Jeremy Jorrot, Senior Solutions Specialist, Cybersecurity at NTT Ltd

Live Q&A

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.

Moderator:

Kulachart Ngernpermpoon, Country Manager, Indochina at Genesys

Break 20 mins

3:50 pm

Concurrent Breakout Sessions

Session A Session B
Session 1 Multicloud Options for Engage on Premise customers Elevate Customer Experience in a Hybrid Working Environment
Session 2 Roadmap: Genesys Cloud Why Total Experience Matters: Lessons from the ground
Session 3 Web Messaging: The Next Generation of Web Chat Roadmap: Genesys Cloud on AWS and Azure
Session 4 Bold360 + Genesys: Empowering Your Digital Engagement Strategy How to Make a Better Bot

Creating Competitive Advantages with your CX Platform [Mainstage Live 2PM-3:30PM SGT]

Wednesday, 25 August 2021

2:00 pm

Flying in Formation, Go Big, Embrace Empathy

Today’s companies must compete based on their ability to engage customers in a personalised, human way. Genesys is driving rapid innovation in digital, AI and data orchestration to enable companies to meet customers at the right place and time, with the right information. In this session, George Aprane, VP of Channels & Alliances, will talk with Stephen Hamill, VP of South Asia, about the transformation of customer experience that is required to deliver better outcomes.

Speakers:
George Aprane, Vice President, Channel & Alliances, APAC at Genesys
Stephen Hamill, Managing Director & Vice President, ASEAN & South Asia at Genesys

Connecting Customer And Culture To Empower Customer-Centric Growth

It’s not enough for contact centres to be efficient and effective. There’s a new “E” that will define the future of customer experience: Empathy. Companies are competing based on experience and engaging customers with empathy to differentiate their brands. To do this, it requires the orchestration of data, analytics, workflows and intelligence to deeply understand customers across marketing, sales and service. Learn what it takes to deliver empathy while improving efficiency.

Guest Speaker:
Alex Allwood, CX Consultant, Author & Educator

Changing CX one Digital Interaction at a Time

Hear directly from customers who are embracing digital interactions to improve customer experiences. Tonik, PT. Bank Danamon, BLIBLI.COM and Collectius will debunk myths and validate the real impact of digital customer engagement. With thousands of interactions each month, these companies share key learnings from the last year. You’ll learn directly from customers who have embraced digital and AI to improve every aspect of their customer experiences.

Moderator:
Stephen Hamill, Managing Director & Vice President, ASEAN & South Asia at Genesys
Customer Panelists:
Arivuvel Ramu, CTO at Tonik
Andreas Kurniawan, Business Strategy and Development, Executive Vice President at PT. Bank Danamon Indonesia
Lisa Widodo, SVP Operations & SVP Product Management at BLIBLI.COM
Kian Foh Then, Group Chief Operating Officer at Collectius

Tough Talk "Why Not Migrate to Genesys?"

Join this session as Manoj Menon, MD and founder of Twimbit, grills Erwann Thomassain, Vice President of Marketing, Asia Pacific, on why Genesys continues to be the global market leader for cloud solutions.

Speakers:
Manoj Menon, Founder and MD at Twimbit
Erwann Thomassain, Vice President of Marketing, APAC at Genesys

Live Q&A

In this session we will be joined live by an expert panel of CX leaders to answer all you questions from the day two keynote session.

Moderator:
Kulachart Ngernpermpoon, Country Manager, Indochina at Genesys

Break 20 mins

3:50 pm

Concurrent Breakout Sessions

Session A Session B
Session 1 Genesys Cloud + Microsoft Partnership Genesys Cloud in India
Session 2 Did You Know Genesys Cloud Can…? Did You Know Multicloud CX Can… ?
Session 3 Ethiopian Airlines uses Predictive Engagement to Increase Conversions Forging a New Frontier in Routing with Genesys AI
Session 4 Employee Engagement Trends to Watch in 2021 The Potential of Contact Center AI
Session 5 Maximising the Potential of Digital Channels

Speakers

Andreas Kurniawan

Business Strategy and Development, Executive Vice President at PT. Bank Danamon Indonesia

Andreas is Head of Business Strategy and Development, in charge of developing new business, analytics and data enterprise in Bank Danamon, reporting to Deputy CEO/Vice President Director.

Lisa Widodo

SVP Operations & SVP Product Management at BLIBLI.COM

Lisa's responsible for managing e-commerce operations including risk and fraud management, database, supply chain and project management. She has successfully synergised business units to deliver the right solutions on time and on budget.

Kian Foh Then

Group Chief Operating Officer at Collectius

Kian Foh is responsible for the end-to-end operations and Profitability of the Credit Management Service (CMS). He spearheads the transformation of traditional the Credit Management business into a digital first and using AI to improve efficiency and CX.

Ramu Arivuvel

CTO at Tonik

Ramu, CTO at Tonik, Philippines’ first purely digital neobank overseeing Digital Banking IT Org. With 18 years of expertise in IT, enterprise architecture, product development, IT Operations, innovation and security from the banking and telco industries.

Kulachart Ngernpermpoon

Country Manager, Indochina at Genesys

Khun Kulachart, Country Manager for Indochina, is not only an inspirational sales leader though our charismatic emcee for G-Summit South Asia.

Manoj Menon

Founder and MD at Twimbit

Manoj has a keen interest in future trends and business model innovation. He is passionate about working with people, organisations, and the wider community to help them achieve their potential and make a difference.

Mauricio E. Toledo-Guzman

Partner Solutions Lead, APAC at Google

Mauricio’s international experience in positioning solutions and products across industries has created proven success in achieving fast growth through Incremental Revenue and International Expansion with both Global Organisations using digital and AI.

Alex Allwood

CX Consultant, Author & Educator

Alex is founder of All Work Together specialising in CX research, strategy, design and training. Alex is known for her customer-centric method; connecting customer and culture to put customer needs at the centre of leadership, strategy and operations.

Assaf Tarnopolsky

SVP Asia Pacific at Genesys

Assaf joins Genesys from LinkedIn where was the Director of Marketing Solutions for the past eight years. Assaf has proven experience in building high performing teams across the incredibly diverse and culture rich region in Asia Pacific and Japan.

Rudy Dalimunthe

SVP of Customer Excellence at Tokopedia

Rudy is responsible for managing large-scale Operations Teams, establishing strategic partnerships with key stakeholders, BPOs & Technology partners, and driving the product & technology innovation in the areas of CX and Customer Engagement.

Olivier Jouve

Executive Vice President and General Manager of Genesys Cloud

Olivier is responsible for the operations, product strategy and commercial activities of the business unit, which consists of the company’s next-generation public cloud solutions and services, including Genesys Cloud, AI, digital and WEM.

Bill Zeng

Chief Technology Officer & Director, Sales Engineering, Asia Pacific

Bill Zeng is Chief Technology Officer and Director of Sales Engineering of Asia Pacific for Poly. In this role, he is responsible for leading Poly’s technology vision in the region, as well as craft product and solution strategy for the region.

George Aprane

Vice President, Channel & Alliances, APAC at Genesys

George is responsible for developing a diverse ecosystem of Partners & Alliances to accelerate the sales of Genesys Customer Experience solutions throughout APAC.

Stephen Hamill

Managing Director & Vice President, ASEAN & South Asia at Genesys

Stephen Hamill is the Managing Director and VP, ASEAN and South Asia for Genesys. Based in Singapore, Stephen is responsible for accelerating the growth of Genesys in Asia, overseeing the company’s regional sales efforts as well as business strategy.

Erwann Thomassain

Vice President of Marketing, Asia Pacific at Genesys

Erwann is responsible for transforming the field marketing and business development function through digital, direct, social, programmatic engagement, thought leadership, channels, events, analytics, and PR/AR to support the company exponential growth.

Jean Marc Provost

Director Digital & Conversational AI, APAC at Genesys

Jean-Marc is a thought leader in Digital Strategy and CX Transformation specialising in Enterprise win-win digital transformation strategies blending CX, digital technologies, innovation, employee’s empowerment with measurable financial returns.

Lawrence Ling

Senior Solutions Specialist, CX & Collab, NTT Ltd.

Lawrence is responsible for supporting various teams in client-facing activities, primarily focused in the customer experience sector, by owning direct client engagements. His domain expertise stems from 15 years of experience in Information Technology.

Jeremy Jorrot

Senior Solutions Specialist, Cybersecurity, NTT Ltd.

Jeremy has 10 years of experience and international exposure in the fields of Security and Network, selling and ensuring appropriate delivery of Systems Integration, Managed Services and Consulting projects for NTT Singapore’s clientele.

Spike Choo

Principal Consultant, Orange Business Services

Spike is a digital business advisor focusing on helping companies to address their digital transformation challenges and developing digitization or digitalization strategies that are actionable in the face of current disruptions.

Frequently asked questions

What is Genesys G-Summit 2021?

Genesys G-Summit is the two-day virtual customer experience event of the year. Attendees from around the South Asia will include Genesys customers and prospects, industry visionaries, and market experts coming together to share and learn about new strategies for deploying artificial intelligence, innovations in digital and Genesys platform enhancements. Genesys G-Summit is the one place to find everything you need to deliver highly personalized and empathetic customer experiences: the right experts; the right information; the right technology. When your team and our cloud deliver Super Human Service, that’s the power of us.

When is Genesys G-Summit 2021?

August 24th and 25th
2pm SGT / 1pm WIB/ICT / 11.30am IST

Why is Genesys G-Summit 2021 a virtual event?

The safety and wellbeing of our attendees, customers and employees is our top priority. Over the past year, we’ve been closely monitoring the evolving situation with the COVID-19 outbreak to ensure we’re taking every precaution necessary to deliver a safe and successful event. By making Genesys G-Summit 2021 a virtual conference, we eliminate the needs for attendees to be present in person but still enable them to experience all the event content.

What browser do I need to view Genesys G-Summit 2021?

We recommend using any current version of a modern browser (Edge, Firefox, Chrome or Safari).

Can I access Genesys G-Summit 2021 on my mobile device?

Yes, Genesys G-Summit content is fully optimized for mobile viewing. Full access to Genesys G-Summit 2021 is available via event app call Attendee Hub and have access using all smartphones and tablets. We recommend that you use Wi-Fi whenever possible.

When will registrants have access to the virtual conference?

Registrants of Genesys G-Summit will be able to access the conference’s virtual platform starting August 21. This is a good time to become familiar with the platform, as content will begin to release with the conference’s opening on August 24. Attendees can continue to have event access until Sept 25 at midnight SGT.

How do I register?

(Click Here) to register. We ask that you use your business email address to register.

How much does registration cost for Genesys G-Summit 2021, and what is included?

Genesys G Summit is free for all attendee types and includes access to keynotes, breakout sessions, expert panels, meetups, the community and sponsor hub, networking and more.

Is there a cancellation policy?

Attendees can cancel their registration on their own. It’s not necessary to cancel before the event.

How do I navigate to the virtual experience and access live and on demand sessions ?

– Within the email, there will be a link that will navigate you to the virtual experience.
– From there you will be asked to verify your details by entering your name and email address.
– you will receive a verification code via email or SMS message (If you provide a mobile phone number)
– Once you are in the virtual experience, use the dynamic home screen to find which sessions are currently happening or use the navigation across the top to click into all sessions or into your personalised agenda.
– Within the session, you will have the option to use live Q & A to ask speaker questions during the presentation. You will also have access to additional documents and materials

How do I get answers to questions that aren’t covered in the event FAQ?

If you have additional questions, contact robert.billing@genesys.com

Sponsors

Become a Sponsor

Signing up as a sponsor is an easy process. You will be continuously supported by a team of people, who are dedicated to making your experience at the event seamless and exceptional value.

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About Genesys

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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