The power of digital empathy

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

Dave Flanagan, Director, Digital & Conversational AI – Australia & New Zealand, 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.

Katie Iles, Communications & Cultural Consultant

Spark embarked on a journey to remove friction and found a way to move closer to the customer. Big ambitions to reinvent the customer experience were hindered by a platform with roots dating back to Christchurch Commonwealth Games and layer upon layer of bespoke integrations. Hear from Daniel Cooper, Spark Consumer Channels Digital Lead, how their Unified Frontline initiative, supported by a move to Genesys Cloud, created a paradigm shift – from siloed virtual and physical channels each expert in their own domain, to a single workforce that can flow to be where the customer needs them to be.

Daniel Cooper, Consumer Channels Digital Lead, Spark

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 the 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

Sarina Pratley, Head of Contact Centre, ANZ Bank

Bryan Saul Service Architect – Hira Data and Digital, Health New Zealand

David Porter, Managing Director, Global Financial Services, Genesys

Manan Sagar, Managing Director, Global Insurance, Genesys

The presentation brings together the voices of ~1000 Customers 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 innovation & outcomes for banking and insurance 

Manan Sagar, Managing Director, Global Insurance, Genesys

David Porter, Managing Director, Global Financial Services, Genesys

Mike Marshall, Principal Solution Consultant, Genesys

Stream 2: Customer experiences that build trust in government

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.

Amy Parkinson, Business Support Manager, Oranga Tamariki

Megan Gordon, Principal Business Consultant, Genesys

Stream 3: How to orchestrate digital transformation in a retail world

Sandra Lawrence, Contact Centre Manager, Meridian Energy

Naveen Kandasmi, Industry Executive, Retail and Consumer Goods APAC, Genesys

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

Ben Piper, Senior Manager CBW Operations & Contact Centre, Westpac 

Lisa Macnee, Head of Digital and Customer Engagement Centre, TSB 

David Porter, Managing Director, Global Financial Services, Genesys

Stream 2: 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 3: 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: Re-engineering the customer experience: A change of mindset

There is comfort in what we know. Legacy systems, while often cumbersome and complex, have generally evolved over time to fit like a leather glove to the unique needs of your organisation. The temptation when moving to the cloud is to want to find something that fits like the old one, but this path will hinder your ability to step change your customer experience. Jan Kok and Ramon Szeitszam, Spark Principal Solution Consultants, share learnings on how challenging business process to go ‘out of the box’ can lead to better customer and commercial outcomes.

Jan Kok, Principal Consultant, Spark
Ramon Szeitszam, Principal Consultant, Spark

Stream 2: Genesys Cloud reporting evolved with PureInsights

Need to level up your reporting with Genesys Cloud? We specialise in crazy! Come see how hundreds of customers globally use PureInsights for enhanced WFM, Dialer, Transcription, Bots & Intents, etc. and also to answer hard questions like “”how many calls did we get from this account number last month”” and “”which agents are transferring calls to which queues?”” We’ll show our easy drag and drop interface and also how you can also get at the data with your own BI tools like Tableau, PowerBI, copy into your data lake, and more!

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

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

Stream 1: Genesys Cloud CX: Solution Roadmap

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

Annemarie Hodgson, Senior Solution Consultant, Genesys
Mark Booth, Senior Solution Architect, Genesys

Stream 2: Genesys Cloud CX: Migration best practice

Getting the most from your solution

The way companies have had to adapt, evolve and innovate the way they support their workforce has dramatically changed over the last few years. Come and hear from Peter Perla, General Manager, Customer Experience & Growth, Sumo Energy & Hayley Grey, Manager, Customer Service, Deakin University on how they have transformed their operations from both an optimisation and performance management perspective, maximising their investment in technology to drive real business improvements.

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

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

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.

Hayley Grey, Manager, Customer Services, Deakin University
Jack Murphy, Digital Manager, Powershop
Rittu Gounder, Chapter Lead – National Customer Care Manager, Countdown
Robyn O’Reilly, Head of Resolution Management, APAC, Genesys

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

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