Genesys Day Perth

Pan Pacific Perth, 2 April 2019

 

Genesys Day Perth is gathering CX visionaries, partners and industry thought leaders. Join us to hear from engaging and dynamic speakers and participate in interactive presentations that address the main challenges to delivering exceptional customer experience.

This year’s event theme “Connect. Engage. Innovate.” will showcase how our customers are using Genesys innovations to deliver frictionless customer experience across Sales, Marketing and Service.

Stay Connected

Get the latest updates on the guest speakers, agenda and more on LinkedIn and Twitter.

Follow the conversation at #GDayPerth19

 

Why Attend?

You’ll get to see and experience the future of CX, while getting valuable insights into how to drive certain business outcomes as well. You’ll learn why customer experience needs to be a part of your digital transformation strategy and optimise your customer engagement platform.

  • Learn how to migrate and leverage cloud contact centre capabilities
  • Learn about new strategies for deploying artificial intelligence and innovations in omnichannel support
  • Hear more on Genesys solution enhancements
  • Hear about trends from industry influencers
  • Meet and interact with peers

Agenda

TimeEvent
8:00 – 8:40

Arrival & registration

8:40 – 8:50

Welcome

Gwilym Funnell, Managing Director ANZ, Genesys

8:50 – 9:30

Connecting Moments - A Human Touch

Christopher Connolly, Vice President Solution Strategy, Genesys

Chris will share perspective and vision of how customer moments are created across marketing, sales and service. He’ll also talk about the role of machine learning and augmented reality in terms of how we communicate and how leading brands will engage with their customers. Get ready for a sneak preview of innovative use cases.

9:30 – 10:00

Roadmap to Connected Moments

Sophie Giesen, Senior Manager, Strategic Business Consulting ANZ Genesys
Courtney Harland, Senior Solution Consultant, Genesys

Sophie and Courtney will cover highlights of the Genesys product roadmap. They will share how Genesys technology, innovation and product enhancements will help organisations realise ground breaking success across marketing, sales and service.

10:00 – 10:30

Industry Connected - Facilitated Networking

10:30 – 11:00

Morning tea

11:00 - 11:20

Moments Connected: Watch the Technology at Work

Genesys Solutions Consultants

11:20 - 12:00

A Digital Future

Michael Bromley, Digital & Innovation Change Agent

Digital technology and automation are driving new paradigms and ushering in new models. As technology evolves and flattens the playing field creativity will, once again, become the differentiator; if you are brave enough to embrace it. We’ll explore how the digital landscape is re-shaping the playing field, the game, and even the players resulting in new value propositions and new ways to compete and win.

12:00 – 12:15

Make A Difference


Supporting Perth Women’s Refuge

12:15 – 13:15

Lunch

13:15 – 14:00

Roundtable A – AUTOMATION

Are you preparing to implement Automation to solve your business challenges? What are you doing to meet those challenges and how are you managing the implementation? Come and share your experiences with peers and ask questions from industry analysts

13:15 – 14:00

Roundtable B – DIGITAL

Bring digital into your organisation, beyond a single department to create a truly digital organisation.

13:15 – 14:00

Roundtable C - CLOUD

How do you determine the ROI on cloud, how can you have better conversations with cloud vendors to articulate your needs. How do you identify in your org what will need to change when moving from premise to cloud.

14:05 - 14:35

Is Voice Data your CX Blindspot?

Paul Humphrey, CEO, Call Journey

Between “Hello, how can I help you?” and “Thank you! Goodbye” there are thousands of words and phrases, which contain information about customer emotions, agent performance, company processes and products. When analysed, contact centre conversations constitute the ultimate source of knowledge about the customers.

Are you missing the rich insights in your customer conversations? Leaving voice data unexplored and unused means you may be missing a wealth of insights that can directly impact business performance, customer experience and risk management.

Join this session with Call Journey to learn:

• Key industry trends driving the need for voice data
• How Conversation Analytics can transform your CX strategy
• Blueprint on how you can easily add voice data to your enterprise data mix

14:05 - 14:35

The Alinta Story: Transforming the CX

Ray Myles, Group Manager Customer Operations, Alinta Energy

14:05 - 15:05

Build a Bot Workshop

Become an AI composer in just one hour!
This session runs for the full hour and to take part you must bring your own laptop.

14:40 - 15:10

Connecting-the-Bots - The new world of Workforce Engagement Management (WEM) and Employee Experience

Andy Hardy, Strategic Director - Employee Engagement APAC, Genesys

14:40 - 15:10

A Cloud Transition

Tracy Thompson, Contact Centre Manager of Housing, Department of Communities

15:10 - 15:40

Afternoon tea

15:40 – 16:05

The Secret to Winning Clients’ Hearts

Tammy Barton, CEO and Founder MyBudget

16:05 - 16:20

Ethics & AI

Gwilym Funnell, Managing Director ANZ, Genesys

16:20 – 16:50

Ethics & AI Panel

Chaired by Chris Connolly, Vice President Strategic Solutions, Genesys

Panellists
Tammy Barton, CEO and Founder, MyBudget
Michael Bromley, Digital and Innovation Change Agent
Gwilym Funnell, Managing Director ANZ, Genesys

16:50 – 17:00

Closing Remarks

Gwilym Funnell, Managing Director ANZ, Genesys
Keith Budge, Senior Vice President, Asia Pacific & Japan, Genesys

17:00 - 18:00

Closing Cocktails - Hosted by Datacom

Speakers

Tammy barton

Tammy Barton

CEO and Founder, MyBudget

Michael bromley

Michael Bromley

Digital & Innovation Change Agent

Keith budge

Keith Budge

Senior Vice President, Asia Pacific & Japan
Genesys

Chris connolly

Christopher Connolly

Vice President Solution Strategy, Genesys

Gwilym funnell

Gwilym Funnell

Managing Director ANZ, Genesys

Sophie giesen

Sophie Giesen

Senior Manager, Strategic Business Consulting ANZ Genesys

Andy hardy

Andy Hardy

Strategic Director of Workforce Engagement Management, Genesys

Courtney harland

Courtney Harland

Senior Solutions Consultant, Genesys

Paul humphrey

Paul Humphrey

Chief Executive Officer, Call Journey

Ray myles

Ray Myles

Group Manager Customer Operations, Alinta Energy

Tracy thompson

Tracy Thompson

Contact Centre Manager, Department of Communities

Karen tighe

Karen Tighe

Master of Ceremonies

Sponsors

Gold

Silver

Premier Partner

Cocktail Reception

Water Bottle Sponsor

Venue

Pan Pacific
207 Adelaide Terrace
Perth WA 6000, Australia

 

Register

Registrations for the event have now closed.

Please email [email protected] if you would like to register.

 

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