G-Summit Wellington

Your definitive local customer experience event

24 July 2019, Wellington, New Zealand

Wellington motif 2

Chart the future of your customer experience at G-Summit

Discover emerging technologies, talk with peers and see the future of customer experience. Spend a day at G-Summit Wellington and learn how to make every moment count for your customers, for your agents and for your business. Gain the ideas, tools and techniques to take your customer experiences to new heights.

Agenda

24 July 2019

Arrival & registration

8:00 AM – 8:50 AM

Welcome to G-Summit19

Gwilym Funnell, Managing Director ANZ, Genesys

8:50 AM – 9:00 AM

Make every moment count

Dan Rood, Vice President Product Marketing
Zachary Franzen, Product Marketing Manager, Genesys

9:00 AM – 9:40 AM

Changing the game, to change lives

Ben Washbourn, IT Manager, Homecare Medical

Hear how Homecare Medical made a difference to the lives of New Zealanders, and were subsequently honoured with the CX Game Changer award.

9:40 AM – 10:00 AM

CX Heroes

10:00 AM – 10:10AM

Industry Connected – Facilitated Networking

10:10 AM – 10:40 AM

Morning Tea

10:40 AM – 11:10 AM

CX Transformation

Dan Rood, Vice President Product Marketing, Genesys

11:10 AM – 11:40 AM

Customer Success Stories in Sales and Marketing

Dan Arra, Vice President Sales, Genesys

11:40 AM – 11:55 AM

Solution Demo: Make Every Moment Count

AnneMarie Hodgson, Senior Solution Consultant, Genesys
Courtney Harland, Senior Solution Consultant, Genesys

11:55 AM – 12:10 PM

Open Heart Surgery While Running a Marathon

Michael Stribling, Tribe Lead, Managed Services, Spark

One year on from taking the leap into Agile, hear from Michael Stribling, Tribe Lead for Managed Services at Spark, on the journey that has been described as ‘open heart surgery while running a marathon’, rebuilding the organisation’s operating model without missing a beat in performance. Michael will share insights on how the new ways of working and focus on CX are paying dividends by improving their ability to respond while delivering true customer value for their contact centre customers.

12:10 PM – 12:30 PM

Lunch & Networking

12:30 PM – 1:30 PM

G-Summit Breakout Sessions

Hear about Chatbot and Voicebot possibilities in Genesys

Hendrik Coetzee, Senior Solution Principal Engineer, Genesys
Stuart Gielen, Senior Solution Consultant, Genesys

This breakout will cover how and why to introduce a bot to your Genesys environment. Where to start? How do bots fit in? Scaling a bot. Third party and Genesys bots, plus a live demo of introducing the first bot to your Genesys environment.

 

Sparks digital transformation journey

James Palmer Dale, Chapter Lead – Customer Engagement Solutions, Spark

 

AppFoundry – extending and expanding transformational value

Zach Hinkle, Product Manager, Genesys

AppFoundry is the singular source of Genesys approved applications and integrations for all Genesys Platforms. Join us to find out to expand the capabilities of your Genesys platform via automation, re-usable solutions and vendor applications.

1:30 PM – 2:00 PM

Building an Elite Service Organisation

Paula Mullan, Senior Manager Operational Effectiveness Everyday Banking, Westpac NZ

 

Finding prospects, winning & keeping customers is as easy as learning to fly fish

Dan Arra, Vice President, Genesys

If your website is one of your key sources to find new prospects and leads, you’ll want to reel them in by providing the right information at the right moment of their journey using the power of AI. Join us to learn more about how Altocloud can increase your website leads–and you’ll learn a bit about fly fishing, too.

 

Moving your contact centre to the cloud

Tim Brown, Senior Manager Solutions Consultant ANZ, Genesys

Moving to the cloud isn’t just for large organisations. Explore the impact of moving a contact centre solution (of any size) to the cloud, from both the IT and business-user perspectives. Understand what other Genesys customers have done in their transition to the cloud and how they have improved day to day operations, integrated with existing software, optimized their workforce and many other benefits.

2:05 PM – 2:35 PM

Solutions Roadmap: Pure Cloud

Zach Hinkle, Senior Product Manager, Genesys

Hear all that’s planned for the remainder of 2019 and into 2020.

 

PureEngage & PureConnect Roadmap

Colin Steeples, Principal Solution Consultant, Genesys
Ruchin Gupta, Principal Solution Consultant, Genesys

Hear all that’s planned for the remainder of 2019 and into 2020.

 

Getting to a smarter employee journey using Automation @Work

Andy Hardy, Strategic Director, Employee Experience, Genesys

Employees are the most valuable asset in your business. Keeping them trained and engaged is becoming increasingly difficult. How do you balance contact centre quality, on-going training, employee engagement and increased operational excellence? Automation @Work leverages the best technology to make it happen!

2:40 PM – 3:10 PM

Afternoon Tea

3:10 PM – 3:40 PM

The Tangible Value of Flexibility in Technology Investments

Julie Bingham, Head of Member Services, QSuper Group and Mark Mezgec, Manager – Centre of Excellence, QSuper Group

Mark Mezgec, Manager – Centre of Excellence, QSuper Group

Sophie Giesen, Senior Manager, Strategic Business Consulting ANZ, Genesys

Organisations and individuals naturally struggle with change, and being flexible is often touted as the key factor in managing change successfully. As the pace of technology evolution accelerates, what does flexibility actually look like in a corporate setting and how do you use it to leverage greater benefit from your technology investments?

3:40 PM – 4:05 PM

Transformation Highway

Geoff Knight

4:05 PM – 4:50 PM

Closing Remarks

Keith Budge, Senior Vice President, General Manager Asia Pacific & Japan, Genesys

4:50 PM – 5:00 PM

Cocktail Hour – Sponsored by Datacom

5:00 PM – 6:00 PM

Speakers

Dan Arra

Dan Arra

Vice President Sales, Genesys

Keith Budge

Keith Budge

Senior Vice President, General Manager Asia Pacific & Japan, Genesys

Julie Bingham

Julie Bingham

Head of Member Services, QSuper Group

Gwilym Funnell

Gwilym Funnell

Managing Director ANZ, Genesys

Sophie Giesen

Sophie Giesen

Senior Manager, Strategic Business Consulting ANZ, Genesys

Courtney Harland

Courtney Harland

Senior Solutions Consultant, Genesys

Zach Hinkle

Zach Hinkle

Product Manager, Genesys

Annemarie Hodgson

Annemarie Hodgson

Senior Solutions Consultant, Genesys

Geoff Knight

Geoff Knight

Guest Speaker

Mark Mezgec

Mark Mezgec

Manager – Centre of Excellence, QSuper Group

Paula Mullan

Paula Mullan

Senior Manager Operational Effectiveness Everyday Banking, Westpac NZ

Dan Rood

Dan Rood

Vice President, Product Marketing, Genesys

Ben Washbourn

Ben Washbourn

IT Manager, Homecare Medical New Zealand

Sponsors

Platinum

Gold

Silver Plus

Silver

Barista Cart

Afternoon Cocktails

AppFoundry

Supporting Partner

Wellington

VENUE

Museum of New Zealand Te Papa Tongarewa
55 Cable Street, Te Aro
Wellington, New Zealand

G-Summit sells out quickly. Secure your spot now.

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