Deliver mission critical CX with Cloud & AI

Consumer research: What do empathy and trust have to do with technology?

Sophie Giesen presents insights into Genesys commissioned research around the role of empathy and trust in customer experience

Conversational AI in the contact centre

When it’s more important than ever, communicate and collaborate effectively with Genesys and Google Cloud.

How service environments must now adapt for new customer and worker realities

Richard Hawker of Bain & Company discusses the long-term changes to employee and customer experience.

NTT global CX bench-marking report 2020 – Technology and cloud trends

Michael Slip unveils the latest CX bench-marking research.

The new measures of CX success from an analyst’s perspective

Manoj Menon, Founder of Twimbit shares an analyst perspective on the CX challenges of 2020. Manoj will help define the new measures of success as we race to embrace the digital economy.

Employee Experience – a critical pillar for CX

Manoj Menon discusses how organisations can enable great customer experiences by innovating their employee experience.

Genesys Cloud: The race to the cloud is on

Hear from Olivier Jouve, Executive Vice President & General Manager, on how the world’s leading public cloud contact centre platform is built to take your CX into the future.

Building exceptional experiences with the Genesys partner ecosystem

Chief Strategy Officer Peter Graf talks more on delivering exceptional customer experiences through the Genesys partner ecosystem.

The future of Genesys Cloud

Learn more on the Genesys Cloud Roadmap.

The future of Genesys Multicloud CX

Learn more on the Genesys Multicloud CX Roadmap.

Genesys 101

Everything you need to know if you’re new to Genesys.

Customer panel discussion: Journey to cloud

Hear from three customers FlexiGroup New Zealand, Fonterra and TSB Bank, all at different stages in their journey to the cloud.

Award winning cloud migration with Aioi Nissay Dowa

Hear how this cloud migration story secured Aioi Nissay Dowa a Genesys Customer Innovation Award.

Recruitment in the time of COVID

How the pandemic created an unexpected opportunity to change onboarding for one Genesys customer.

Fireside Q&A: Overcoming the double challenges of bushfires and COVID-19

NSW Communities Department of Justice share how they’ve overcome a year of unimaginable challenges to continually deliver exceptional customer service to the residents of NSW.

Award winning COVID-19 response and the CX transformation at Homecare Medical

Genesys customer Homecare Medical talk about the dramatic transformation of the contact centre during a global pandemic that saw call volumes increase by over 4000%.

Business continuity planning and crisis response in Government customer experience

Hear from three government organisations – Services Australia, Ministry of Social Development, and the Commonwealth Superannuation Corporation (CSC) – about the challenges they have faced and overcome during this period and how that affected them and their customers.

Spark NZ - Supporting Customers and New Zealand during challenging times

Hear how customers were able to use Genesys technology and services to not only respond, but to thrive during challenging times.

Maintaining service excellence in times of chaos

How Datacom and Genesys enable the Department of Communities (WA) and Chorus to provide uninterrupted services.

Buy, build and extend – How Deakin University does it

Hear from Deakin University on how they use the platform API to build additional functionality.

Business as unusual – a new role for the contact centre

Customers are identifying businesses that have been there for them, providing support and excellent service that inspires increased loyalty to those companies.

Employee engagement for a new era

With many companies around the world now experiencing a massive increase in customer interactions whilst at the same time adjusting to a new world of remote working, businesses are looking to workforce engagement tools, including gamification, to empower and engage their contact centre agents.

How to move your business up the CX maturity curve with Cloud?

Find out the key drivers for adoption of cloud-based services, managing the migration to cloud and the five key requirements for moving to the cloud.

How businesses can win in an API economy

Learn about the Learn the fundamentals of APIs and why they are the key to helping businesses digitally transform.

Transform your customer experience with Genesys AI

See how Genesys AI powers continuous personalised engagements across the entire customer journey at scale — improving customer and employee experiences, efficiency, revenue generation and business performance.

Doing more with less through agile amid challenging times

An inside look at how Contact Centre Software Development Improves through Agile

Get hands on with Genesys Cloud APIs

See how attendees were able learn how to build extensions to the Genesys Cloud platform using the extensive set of available APIs.