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

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 – 04:30 pm

Workshop for Genesys Partners

Further details coming soon.

04:30 pm – 06:00 pm

Cocktail Reception

Sponsored by Nexon

Tuesday, 02 August 2022

08:50 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 – 09:20 am

Digital Empathy: Frictionless customer experiences

Brett Weigl, Senior Vice President and General Manager, Digital and AI, Genesys

09:20 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

Partner spotlight session: Delivering exceptional CX with Telstra and Genesys

Mark Chapman, Group Owner: Industry Solutions & Applications, Telstra
Nicola McNamara, Head of National Sales Centre, Australia, Coca-Cola Europacific Partners Australia
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

Industries are transforming from being a provider to being a partner that adds value throughout the customer lifecycle. 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, 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

Youssef Nokta, Vice President, Digital & AI Global Solution Consulting, Genesys
Annemarie Hodgson, Senior Solution Consultant, Genesys
Mike Marshall, Senior Solution Consultant, Genesys

12:20 pm – 01:20 pm

Lunch

01:20 pm – 01:45 pm

BREAKOUT 1

Stream 1: Driving outcomes for banking and insurance 

Manan Sagar, Managing Director, Global Insurance, Genesys

David Porter, Director, Global Financial Services, 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 outcomes

Lauren Reid, Manager, Member Services, ESSSuper
Brent Alexander, National Manager, Customer Relationship Centre, Beyond Bank
Manan Sagar, Managing Director, Global Insurance, Genesys
David Porter, Director, Global Financial Services, Genesys

Stream 2: Customer panel discussion: Transforming customer experience in government
Megan Gordon, Principal Business Consultant, Genesys

Stream 3: A CX transformation journey: Best practices

Hear about Simply Energy’s CX transformation journey of bringing and consolidating the management of customer interactions from across three BPO partners onto Genesys Cloud, providing Simply Energy with a single view of all customer interactions.
Sarvesh Jerath, General Manager, Technology, Simply Energy
Shaun Cochrane, Account Director, Retail & Utilities, Genesys

Stream 4: Partner spotlight session – Cyara

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 Multicloud CX

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

Tim Brown, Senior Manager Solution Consulting, Australia & New Zealand, Genesys
Mike Marshall, 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.
Youssef Nokta, Vice President, Digital & AI Global Solution Consulting, Genesys

04:00 pm – 04:15 pm

Partner spotlight session: NTT

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
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

Sponsored by Datacom

Speakers

Lee Challoner-Miles

General Manager, Integrated Channels, Commonwealth Bank

Sarvesh Jerath

General Manager, Technology, Simply Energy

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

Nicola McNamara

Head of National Sales Centre, Australia, Coca-Cola Europacific Partners

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

Michael Slip

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

Sarah Young

Manager, Customer Contact Solutions, Red Energy

Brent Alexander

National Manager, Customer Relationship Centre, Beyond Bank

Youssef Nokta

Vice President, Digital & AI Global Solution Consulting, Genesys

Matt Butler

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

Assaf Tarnopolsky

Senior Vice President, Asia Pacific, Genesys

Brett Weigl

Senior Vice President and General Manager, Digital and AI, Genesys

Mark Buckley

Vice President, Australia & New Zealand, Genesys

Claire Madden

Claire Madden, Author, Social Researcher and Media Commentator

Lyn Trewenack

Consulting Director, BBB Advisory

Alex Boland

Director, ANZ Operations, COPC

Matt Fangman

Senior Director, Design Thinking & Education, Genesys

Dave Flanagan

Director, Digital & Conversational AI, ANZ, Genesys

Jeremy Stratcher

Vice President, Business Development & Hosted Strategies, Mindful

Robert Schwarz

Managing Director, Nuance

Rick McGlinchey

Co-Founder, PureInsights

Bill Leasure

Co-Founder, PureInsights

Manan Sagar

Managing Director, Global Insurance, Genesys

David Porter

Director, Global Financial Services, Genesys

Annemarie Hodgson

Senior Solution Consultant, Genesys

Megan Gordon

Principal Business Consultant, 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

Nada Lopes

Senior Customer Success Manager, ANZ, Genesys

Hilton Sydney

Hilton Sydney, George Street, Sydney NSW, Australia

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Contact Information

For further assistance

Please contact Chanelle Fowler:

email [email protected] or call +61 3 9870 26116

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