08/01–02/2022

G-Summit Sydney

Sydney, Australia

The power of digital empathy

G-Summit ANZ is back with a bang and we can’t wait to connect face-to-face once again. Join the CX event of 2022 and find everything you need to deliver highly personalised, empathetic customer experiences across every channel.

Discover the latest innovations in digital, AI, and journey management orchestration, and see how your people and our technology make happy customers.

Hilton Sydney

Hilton Sydney, George Street, Sydney NSW, Australia

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Join us in Sydney!

Monday 1 August: Pre-Conference Afternoon Workshops
Tuesday 2 August: Main Conference Day

Your journey to transforming your contact centre into a customer engagement centre starts at G-Summit ANZ

The event is packed with rich content to help you learn why the power of empathy is the key to differentiating your CX and your brand.

  • Hear from industry-leading organisations on how they are using digital, AI, cloud and workforce engagement tools to elevate their customer and employee experience.
  • Join deep dive workshops and vertical-focused breakout sessions for expert insights into creating customer experiences that build loyalty.
  • Gain industry insights, see demos of innovations and visit Genesys partners in the partner pavilion who can help you take your CX next level.

Join us for two days of networking with peers, industry experts and the Genesys team, throughout the event and into the evening at the G-Summit ANZ after-party. We can’t wait to see you!

Agenda

Industry Connected Afternoon Workshops

Monday, 01 August 2022

12:30 pm – 01:30 pm

Registration and lunch

Join us for a networking lunch before commencing the afternoon workshops.

01:30 pm – 04:30 pm

Talent in a hot market

The Great Resignation? #WFA? Scarcity of talent? How have some organisations held onto their valuable talent in the last 2 years, while others have record turnover rates? And how are leading companies delivering a consistent CX aligned with their brand when their people are never in the office, or are shiny and new? – what are the top tips? This workshop gives you an opportunity to explore the secrets and uncover those that will apply for your organisation.

Lyn Trewenack, Consulting Director, BBB Advisory

01:30 pm – 04:30 pm

Experience innovation

An ideation workshop using Experience as a Service and the Genesys Empathy in Action framework as a guide to designing compelling customer and employee experiences. Gain an in depth understand of Empathy in Action: the framework, the technology that enables it and where your organisation sits on the maturity curve.

Genesys Strategic Business Consulting Team

01:30 pm – 04:30 pm

Enabling your employee experience

Workshop a practical approach to modernising your quality program using the full workforce engagement management toolset. Gain understanding of best practice and a clear step by step approach to operationalise and enable value from the technology and you will develop your own roadmap to execution.

Genesys Strategic Business Consulting Team

01:30 pm – 04:30 pm

Building a digital experience

In this hands-on workshop, You will have the opportunity to learn about, and build AI driven digital experiences. The digital experiences will be focused on positively impacting organisational KPIs. Don’t forget to bring your laptop and phone!

Genesys Solution Consulting Team

01:30 pm – 03:30 pm

Digital empathy for Genesys partners

This workshop is open to Genesys partners only.

You’re going to hear a lot about ‘digital’ at G-Summit ANZ! But what does this mean for Genesys partners? When considering digital strategies, it’s important to understand what business issues and KPIs are driving how your customers choose to engage their customers via digital channels. This workshop will discuss these business drivers and how they can be positively impacted by Digital Empathy and Genesys solutions. We will also cover strategies for Genesys partners to engage their customers in digital business discussions.

04:30 pm – 06:00 pm

Cocktail Reception

Sponsored by Nexon

Tuesday, 02 August 2022

08:00 am – 08:45 am

Registration

08:45 am – 09:00 am

Welcome to G-Summit ANZ

Assaf Tarnopolsky, Senior Vice President, Asia Pacific, Genesys
Mark Buckley, Vice President, Australia and New Zealand, Genesys

09:00 am – 09:10 am

Ministerial keynote address: Delivering on the promise of 'Digital Government'

Victor Dominello MP is the world’s first Minister for Customer Service and Digital and a thought leader, refreshing change agent and fierce proponent of citizen-centric design thinking. Hear how he is driving the digital transformation of NSW government government services, including using technology to deliver a better customer experience whilst promoting digital inclusion and adoption.
Victor Dominello MP, Minister for Customer Service and Digital Government, NSW Government

09:10 am – 09:30 am

Digital Empathy: Frictionless customer experiences

Youssef Nokta, Vice President, Digital & AI Global Solution Consulting, Genesys

09:30 am – 10:00 am

Engaging Generation Z: The emerging customer and employee

Digital transformation has led to increased expectations of employees and customers for personalisation, innovation, customisation and immediacy. Generation Z have grown up in a world of fast changing technologies, seen the rise of artificial intelligence, digital disruption and online communities. As the emerging cohort of employees they bring a new approach to work and have new expectations of the employee experience. As consumers they are constantly immersed in improved personalised experiences and as a result they expect more from companies and brands. In this session Claire will unpack the keys to understanding the next generation of employees and consumers and how Genesys can be best positioned to engage them in this digital world.

Claire Madden, Author, Social Researcher and Media Commentator

10:00 am – 10:15 am

Delivering transformation through a shared vision – Coca-Cola Europacific Partners, Telstra and Genesys

Hear about CCEP’s journey to implement a Call Centre of the Future, delivering exceptional customer experience and driving customer growth as part of their Gold Class customer experience program.

Mark Chapman, Group Owner: Industry Solutions & Applications, Telstra
Dave McDougall, Collaboration Solutions API Lead, Business Process & Technology, Coca-Cola Europacific Partners Australia

10:15 am – 10:45 am

Morning tea

10:45 am – 11:15 am

Customer panel discussion: Partners in transformation - Meeting the demands of today and tomorrow

Through digital innovations, insurers, retailers, banks, telcos and government are shifting toward an “as-a-service” model, empowering customers and employees. Leaders across industry sectors are leveraging these innovations to deliver dynamic customer experiences and leapfrog the competition.

Hear from industry sector leaders as they discuss:

  • The shifts in digital experiences and how to avoid getting left behind
  • How to accelerate your digital journeys
  • How to enable a future operating model that delivers innovation and transformation at scale and speed

Lee Challoner-Miles, General Manager – Integrated Channels, Commonwealth Bank Australia
Sarah Young, Manager, Customer Contact Solutions, Red Energy
Manan Sagar, Managing Director, Global Insurance, Genesys
David Porter, Managing Director, Global Financial Services, Genesys

11:15 am – 11:30 am

Voice of Australian customers 2022

The presentation brings together the voices of ~1000 Australians as they share their experiences interacting with organisations. It includes contact rates by industry, channel preferences, multi-channel use, self-service attempts, insights by industry and reasons why online fails.

Alex Boland, Director ANZ Operations, COPC

11:30 am – 11:40 am

Empathy at scale: How design thinking can help your organisation create exceptional experiences

Matt Fangman, Senior Director, Design Thinking & Education, Genesys

11:40 am – 12:00 pm

How to help your customers get unstuck

Hear how Mindful helps your customers get “unstuck” and improves performance KPIs for your business. Learn why some of the largest companies in ANZ choose Mindful to measure voice of the customer, switch context across channels seamlessly, and receive detailed customer feedback in real time. In just one year, Mindful handles 306 million improved experiences, saves 4.5 billion customer queueing minutes, and receives 27.8 million survey completions—so get ready to hear use cases and examples from decades of expertise in CX.

Jeremy Starcher, Vice President, Business Development & Hosted Strategies, Mindful

12:00 pm – 12:20 pm

Demonstration: Digital empathy in action

This demonstration will show how Genesys Cloud CX can natively transform your customer engagements.  We will take a standard knowledge bot and utilise data and AI to provide a self-service option to our customers. We also explore tools that will enhance and support the agent experience.

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

12:20 pm – 01:20 pm

Lunch

01:20 pm – 01:45 pm

BREAKOUT 1

Stream 1: Driving Innovations & Outcomes for Financial Services

Angel Kuan, Industry Lead Insurance APAC, Genesys

David Porter, Managing Director, Global Financial Services, Genesys

Nada Lopes, Customer Success Manager, Genesys

Phillip Townsend, Industry Lead Insurance ANZ, Genesys

Stream 2: Customer experiences that build trust in government
Megan Gordon, Principal Business Consultant, Genesys

Stream 3: How to orchestrate digital transformation in a retail world
Naveen Kandasmi, Industry Executive, Retail and Consumer Goods APAC, Genesys

Stream 4: Genesys Cloud reporting evolved with PureInsights

Rick McGlinchey, Co-Founder, PureInsights
Bill Leasure, Co-Founder, PureInsights

01:50 pm – 02:15 pm

BREAKOUT 2

Stream 1: Customer panel discussion: Banking and insurance as a service — Delivering empathetic experiences and business outcome

Lauren Reid, Manager, Member Services, ESSSuper
Brent Alexander, National Manager, Customer Relationship Centre, Beyond Bank
Marcus Ryan, General Manager, Digital Delivery and Operations, Australian Unity
Michael Albrecht, Industry Lead – Insurance, Genesys
David Porter, Managing Director, Global Financial Services, Genesys

Stream 2: Customer panel discussion: Building citizen trust and confidence in Government through empathetic customer experience
Join us as we discuss the importance of empathy in government customer experiences as a key driver of citizen trust in government and some of the key actions to achieving this, including leveraging digital channels and automation to deliver more successful customer outcomes.

Wendy Keith, Director, Housing Contact Centre, NSW Department of Communities and Justice 
Russell Murphy, Director, Program Delivery, Service NSW
Tony Winterbottom, Principal – Government Business, ANZ, Genesys
Megan Gordon, Principal Business Consultant, Genesys

Stream 3: A CX transformation journey: Best practices

Hear from Compare & Connect on their journey from start-up to leading comparison and aggregator service provider. Hear how delivering exceptional customer experiences supported the creation of this Australian success story

Neil Saligrama, Chief Executive Officer, Compare and Connect
Terry Doyle, Chief Operating Officer, Compare and Connect
Shaun Cochrane, Account Director, Retail & Utilities, Genesys

Stream 4: Partner spotlight. Fireside chat with Cyara and ANZ

Alok and Paul will discuss how ANZ Bank has adapted to agile ways of working in the last year, plus chat about their digital transformation journey and introducing efficiencies for a remote workforce.

Alok Kulkarni, CEO, Chairman, Co-founder, Cyara

Paul Cameron, Tech Area Architect, ANZ Bank 

02:20 pm – 02:45 pm

BREAKOUT 3

Stream 1: How ANZ Bank redesigned their voice experiences

Hear how ANZ Bank are ranked #1 in customer service in NZ. By modernising their voice channel with award-winning ‘Talk to ANZ’ conversational IVR and Voice ID , they were able to deliver effortless and secure self-service options to customers, and a more efficient way to engage with agents.

Robert Schwarz, Managing Director, Nuance

Matt Butler, Senior Channel Development Manager, Retail & Business Banking, ANZ Bank New Zealand

Stream 2: The evolution of employee engagement

Evolving to a modern-day workforce engagement management platform is what it takes to succeed. A successful transition requires both simplicity and empathy. Get best practices from a Genesys customer like you who made the transition.

Hayley Grey, Manager, Customer Services, Deakin University

Peter Perla, General Manager, Customer Experience & Growth, Sumo Energy

Andy Hardy, Director, Employee Engagement, Australia & New Zealand, Genesys

Stream 3: Delivering empathy at scale with design thinking
How to stand up a design thinking practice in your organisation, building for scale and impact—right out of the gate.
Matt Fangman, Senior Director, Design Thinking & Education, Genesys

Stream 4: Reaching digital natives: How to deliver a digital-first engagement strategy 

Consumers are increasingly choosing digital channels to engage the companies they do business with. They expect seamless, fast, and friction-free experiences across those channels. Join this session to learn how Genesys can help you to deliver digital-first experiences.

Dave Flanagan, Director, Digital & Conversational AI – Australia & New Zealand, Genesys
Matt McPhee, Principal Solution Consultant, Genesys

02:50 pm – 03:20 pm

BREAKOUT 4

Stream 1: Solution Roadmap – Genesys

Hear all that’s planned for the remainder of 2022 and into 2023.

Tim Brown, Senior Manager Solution Consulting, Australia & New Zealand, Genesys
Darren Adrian, Senior Solution Consultant, Genesys

Stream 2: Solution Roadmap – Genesys Cloud CX

Hear all that’s planned for the remainder of 2022 and into 2023.

Matt Holmes, Head of Architecture APAC, Genesys
Annemarie Hodgson, Senior Solution Consultant, Genesys

Stream 3: Practical journey orchestration

How understanding customer behaviours and intent from digital channels can be used to create highly personalised experiences in IVR, Voice, and Bot interactions. A “how-to” and practical demo.

Carl Jones, Director, Digital Engagement and AI, Australia & New Zealand, Genesys

Matt McPhee, Principal Solution Consultant, Genesys

03:20 pm – 03:50 pm

Afternoon Tea

03:50 pm – 04:00 pm

Experience orchestration

Through Experience Orchestration, Genesys is enabling customers to deliver the best digital experiences with empathy at their core. By moving from a business-centric to a people-centric approach, our customers are setting a new standard for using technology to bring human understanding to customer experience.
James Walford, Head of Conversational AI, North America and LATAM, Genesys

04:00 pm – 04:15 pm

Fireside Chat: The journey to Genesys Cloud with Woolworths and NTT

The rise of online shopping has dramatically increased the importance of the digital experience. Now, more than ever, the contact centre has become critical support function when assisted service is required to enable a customer’s online and self-service journey. Join this fireside chat to hear about Woolworths’ journey to Genesys Cloud and their plans to accelerate their CX transformation.

Steven Kernahan, Senior Manager, Customer Interaction Engineering, Woolworths
Michael Slip, Senior Director, Go-to-Market Customer Experience, NTT

04:15 pm – 04:30 pm

Teaching your bot to talk: Developing an AI persona and designing conversations

Wally Brill, Head of Conversation Design Advocacy and Education, Google

04:30 pm – 05:00 pm

Customer panel discussion: A digital-first customer experience

Leaning into a digital-first approach requires the right blend of technology and human touch. Leveraging digital channels, bots, and conversational AI, while knowing when to insert an agent, is key to providing a seamless customer experience. Join us to discover how our customers are getting the mix right and achieving real business results.

Adrian Cunningham, Head of Workforce Optimisation & Care Platform Operations, TPG Telecom
Hayley Grey, Manager, Customer Services, Deakin University
Simon Burt, Head of Digital Customer Experience and Innovation, Newcastle Permanent Building Society
Robyn O’Reilly, Head of Resolution Management, APAC, Genesys

05:00 pm – 05:05 pm

G-Summit ANZ closing remarks

Assaf Tarnopolsky, Senior Vice President, Asia Pacific, Genesys
Mark Buckley, Vice President, Australia and New Zealand, Genesys

05:05 pm – 11:00 pm

G-Summit ANZ Party at The Ivy

Sponsored by Datacom

Speakers

Victor Dominello MP

Minister for Customer Service and Digital Government, NSW Government

Terry Doyle

Chief Operating Officer, Compare and Connect

Neil Saligrama

Chief Executive Officer, Compare and Connect

Simon Burt

Head of Digital Customer Experience and Innovation, Newcastle Permanent Building Society

Lee Challoner-Miles

General Manager, Integrated Channels, Commonwealth Bank

Adrian Cunningham

Head of Workforce Optimisation & Care Platform Operations, TPG Telecom

Lauren Reid

Manager, Member Services, ESSSuper

Peter Perla

General Manager, Customer Experience & Growth, Sumo Energy

Mark Chapman

Group Owner, Industry Solutions & Applications, Telstra

Dave McDougall

Collaboration Solutions API Lead, Coca-Cola Europacific Partners Australia

Hayley Grey

Manager, Customer Services, Deakin University

Wally Brill

Head of Conversation Design Advocacy & Education, Google

Sarah Young

Manager, Customer Contact Solutions, Red Energy

Brent Alexander

National Manager, Customer Relationship Centre, Beyond Bank

Matt Butler

Senior Channel Development Manager, Retail and Business Banking, ANZ Bank New Zealand

Marcus Ryan

General Manager, Delivery and Operations, Australian Unity

Wendy Keith

Director, Housing Contact Centre, NSW Department of Communities and Justice

Russell Murphy

Director, Program Delivery, Service NSW

Michael Slip

Senior Director, Go-to-Market Customer Experience, NTT

Steven Kernahan

Senior Manager, Customer Interaction Engineering, Woolworths

Claire Madden

Claire Madden, Author, Social Researcher and Media Commentator

Alok Kulkarni

CEO, Chairman, Co-Founder, Cyara

Lyn Trewenack

Consulting Director, BBB Advisory

Alex Boland

Director, ANZ Operations, COPC

Assaf Tarnopolsky

Senior Vice President, Asia Pacific, Genesys

Mark Buckley

Vice President, Australia & New Zealand, Genesys

Youssef Nokta

Vice President, Digital & AI Global Solution Consulting, Genesys

James Walford

Head of Conversational AI, North America and LATAM, Genesys

Matt Fangman

Senior Director, Design Thinking & Education, Genesys

Dave Flanagan

Director, Digital & Conversational AI, ANZ, Genesys

Jeremy Starcher

Vice President, Business Development & Hosted Strategies, Mindful

Satish Annamalai

Senior Principal Business Consultant, Genesys

Robert Schwarz

Managing Director, Nuance

Rick McGlinchey

Co-Founder, PureInsights

Bill Leasure

Co-Founder, PureInsights

Manan Sagar

Managing Director, Global Insurance, Genesys

David Porter

Managing Director, Global Financial Services, Genesys

Annemarie Hodgson

Senior Solution Consultant, Genesys

Megan Gordon

Principal Business Consultant, Genesys

Tony Winterbottom

Principal – Government Business, ANZ, Genesys

Naveen Kandasmi

Industry Executive, Retail and Consumer Goods APAC, Genesys

Matt McPhee

Principal Solution Consultant, Genesys

Shaun Cochrane

Account Director, Retail & Utilities, Genesys

Carl Jones

Director, Digital Engagement and AI, ANZ, Genesys

Andy Hardy

Director, Employee Engagement, ANZ, Genesys

Robyn O'Reilly

Head of Resolution Management, APAC, Genesys

Paul Jones

Principal Business Consultant, Genesys

Robyn Stokes

Principal Business Consultant, Genesys

Mike Marshall

Principal Solution Consultant, Genesys

Nada Lopes

Senior Customer Success Manager, ANZ, Genesys

Hilton Sydney

Hilton Sydney, George Street, Sydney NSW, Australia

Frequently asked questions

Where is G-Summit Sydney being held?

Hilton Sydney. 488 George St, Sydney, NSW 2000

How do I get there?

By Car:
Car access is via Pitt Street only. Please program 255 Pitt Street into your car / phone navigational device. The hotel is 100m from Town Hall Station.
Click here for parking information.

By Public Transport:
Light Rail– Stop in front of the Hilton (QVB) stop
Train– Town Hall Station – 3 minute walk to the Hotel
Click here for Sydney trip planner:

Where can I view the agenda?

Please click here to view the Sydney agenda.

Am I required to attend both days?

G-Summit Sydney is taking place on Tuesday 2nd August – this is the main conference day.
On the afternoon of Monday 1st August there is a range of optional pre-conference workshops followed by a welcome drinks reception. We encourage all attendees to attend these workshops and the welcome drinks reception.

Event schedule:
Monday 1st August- Pre-Conference Workshops
12.30pm Registration and networking lunch
1.30pm Afternoon workshops
4.30pm Welcome drinks reception
Sponsored by Nexon

Tuesday 2nd of August – Main Conference
8.00am Registration opens
8.50am Conference opens – morning sessions
12.20pm Networking lunch
1.30pm Conference continues – afternoon sessions
5.00pm Close of conference
5.15pm G-Summit Party at Ivy
Sponsored by Datacom

When does registrations open?

Registration opens at 12.30pm on Monday 1st August and at 8am on Tuesday 2nd August.

How can I register?

Please click here to register

When does the early bird rate expire?

Friday 22nd July.

Are there associated costs with attending G-Summit?

Yes, conference passes start from $349

Is there an associated cost to attend the Welcome Cocktail Reception?

No, this is complimentary with every registration. Please select this when completing the registration process or email [email protected] for further assistance.

Is there an associated cost to attend the G-Summit Party?

No, the party is included in the registration ticket.

Where is the G-Summit Party?

This year’s G-Summit Party will be held at the Ivy Bar Level 1. Ivy Bar is a short 5-minute walk from Hilton Sydney.

What payment options are there to register?

Payments can be made with a VISA, Mastercard, AMEX or via invoice.

How do I change the Industry Connected Networking Afternoon I have selected?

Please email [email protected] to have this changed.

I wish to attend the Genesys User Group (GUG) Workshop on the 3rd of August, how do I register?

Please email [email protected] for further details

I have dietary requirements. How can I let the event team know?

Any dietary requirements can be recorded during the registration process. Alternatively, please email the Genesys Events Team  [email protected] for further assistance.

I have accessibility requirements. How can I let the event team know?

Any accessibility requirements can be recorded during the registration process. Alternatively, please email the Genesys Events Team at [email protected] for further assistance.

Is there a special rate for accommodation bookings at Hilton Sydney?

Yes. Simply copy and paste the URL below into your browser to access the 10% off the Hotel’s Prevailing Flexible Rate.
https://www.hilton.com/en/attend-my-event/sydhitw-ggene-2bcd4bb4-2ce6-4697-b28e-78da52f157dc/

Guests can also book by calling the central reservations and providing the group code GRESE.

Phone number: +1300 445 866
Group code: GGENE

What’s the dress code?

Smart Casual.

Do I need to be vaccinated?

Patrons won’t be required to have two doses or show their vaccination status before entering any venue. This is subject to change as per government guidelines.

If you are feeling unwell or have Cold or Flu-like Symptoms, or are a close contact of someone who has been unwell and/or is currently being tested for COVID-19, please do not attend the event and follow the health advice regarding testing and isolating.

Who should I contact if I would like to discuss my registration?

Please email your request to [email protected]

Who is the best contact for onsite assistance?

See the Genesys event team at the registration desk onsite. Alternatively contact Chanelle on 0438 306 896 or [email protected] for any assistance.

Sponsors

Contact Information

For assistance, please contact Chanelle Fowler at [email protected] or call +61 3 9870 26116.

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