G-Summit Wellington

Your definitive local customer experience event

24 July 2019, Wellington, New Zealand

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

9:00 AM – 9:40 AM

Changing the game, to change lives

Ben Washbourne, 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 – 10:30 AM

Industry Connected – Facilitated Networking

10:10 AM – 10:40 AM

Morning Tea

10:40 AM – 11:10 AM

CX Transformation

Keith Pearce, Senior Vice President Corporate 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

11:55 AM – 12:10 PM

Lunch & Networking

12:10 PM – 1:10 PM

G-Summit Breakout Sessions

Hear about Chatbot and Voicebot possibilities in 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.

 

Customer Success Story

 

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.

1:10 PM – 1:40 PM

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.

 

Building an Elite Service Organisation

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

 

Moving your contact centre to the cloud

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.

1:45 PM – 2:15 PM

Solutions Roadmap

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

 

Getting to a smarter employee journey using Automation @Work

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!

2:20 PM – 2:50 PM

Afternoon Tea

2:50 PM – 3:20 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?

3:20 PM – 3:40 PM

Transformation Highway

Geoff Knight

3:40 PM – 4:25 PM

Closing Remarks

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

4:25 PM – 4:35 PM

Cocktail Hour

4:35 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

Keith Pearce

Keith Pearce

Senior Vice President Corporate Marketing, Genesys

Dan Rood

Dan Rood

Vice President, Product Marketing, Genesys

Ben Washbourne

Ben Washbourne

IT Manager, Homecare Medical New Zealand

Sponsors

Platinum

Gold

Silver Plus

Silver

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.

Live Assistance

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