G-Summit Sydney

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

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

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

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

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

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.

Sponsored by Nexon

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

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

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

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

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

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

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

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

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

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

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

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 

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

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

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

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

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

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

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

Sponsored by Datacom