10/17/2023 01:00 pm

WIN BIG WITH CONVERSATIONAL AI AND EMPATHY

Name: Win big with conversational AI and Empathy
Start: 2023-10-17T13:00:00
End: 2023-10-17

Manila, Philippines

Join this tailor-made workshop where professionals come together to collaborate, provide advice, share industry best practices, and embrace the future of CX with the power of AI, all designed to give you the confidence and knowledge to achieve results with your customer and employee experiences.

This is a great opportunity to learn and network with like-minded professionals. Reserve your spot now and be part of this exclusive CX event.

Shangri-La The Fort, Manila

Shangri-La at the Fort, 5th Avenue, Taguig, Metro Manila, Philippines

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Event Overview

This event is in joint partnership with Trends & Technologies.

As customers’ way of reaching out to organizations evolve, your CX design has to proactively adapt to suit their needs. AI has been trending in complementing CX for more personalized superior omnichannel experiences.

Providing efficient CX is no longer enough for today’s businesses. Customers want to be heard, seen and helped — and they expect great customer service infused with empathy. Every Genesys AI product personalises customer experiences to deliver support with empathy through a four-step cycle:

Listen as customers engage agents across digital and voice channels
Understand and predict what customers want based on their behaviour
Act by connecting customers to the right agent or self-service resource
Learn from all interaction results to continuously improve

This event will present the art of possibility when it comes to Generative AI and business transformation.

*attendance is subject to availability & approval

Agenda

Tuesday, 17 October 2023

01:00 pm – 01:30 pm

Registration and Networking

01:30 pm – 01:45 pm

Welcome Remarks

– Leah Carandang, Senior Sales and Technology Lead, Trends & Technologies

– Paul Bisnar, Country Director, Genesys

01:45 pm – 02:30 pm

Experience Orchestration: Leveraging AI to deliver personalisation at Scale

Join us for an exhilarating session as we unravel the immense potential of Genesys AI! The buzz surrounding this transformative technology is undeniable, and we’re here to show you why it’s more than just a large language model behind a chatbot. Discover the secrets to unlocking exceptional value with AI that goes beyond expectations. This session includes an Example Customer to show and discuss how Genesys brought the business value of AI in hard numbers, as well as soft benefits.

– Carl Jones, Director Digital and AI Specialists, APAC, Genesys

02:30 pm – 03:15 pm

Panel discussion: the customer experience transformation imperative

Hear from this panel discussion between IRMA Insights, twimbit and other customers about how insurers must differentiate on personalised value and service to take advantage of new opportunities and increase customer loyalty as they address:

The current state of play of the Generative AI to improve CX – are the people ready?
The advantages in deploying new generation CX solutions with digital and AI
Be prepared to thrive in the new era of digital disruptors and competition

03:15 pm – 03:30 pm

Networking Break

03:30 pm – 04:15 pm

Workshop - "Practical Applications of Generative AI in CX"

Join a small group of your CX peers to discuss the impact of digital transformation on enhancing customer experiences and improving employee productivity through Experience Orchestration.

Topics:

Generative AI: Yay (Need to embrace AI now) or Nay (AI is not yet ready for CX)
How do you drive personalised experiences for customers and employees in your business
Omnichannel : what does it mean to align the ecosystem

04:15 pm – 04:45 pm

Customer Use Case Presentation

To be released soon.

04:45 pm – 05:00 pm

Closing Remarks and Thank You

– Leah Carandang, Senior Sales and Technology Lead, Trends & Technologies

– Paul Bisnar, Country Director, Genesys

05:00 pm – 06:00 pm

Executive Networking Reception

An opportunity for attendees to network, share insights, and connect with speakers and industry peers.

Please contact Robert.Billing@genesys.com for any dietary requirements.