Jul 30–31, 2024

Xperience Sydney

30-31 July 2024

Your Future Accelerated

G-Summit ANZ is now Xperience ANZ
Our biggest and boldest event series yet!

Imagine a world where AI-powered technology effortlessly orchestrates contextual, efficient and personalised experiences designed for tomorrow's needs — available now. Your opportunity to differentiate and deepen customer loyalty is here. The future is now and it’s intelligent, unified and ready to accelerate your business growth.

Hilton Sydney

Hilton Sydney, George Street, Sydney NSW, Australia

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Tuesday 30 July: Pre-Conference Afternoon Workshops
Wednesday 31 July: Main Conference Day

Highlights at Xperience ANZ

Learn how to drive meaningful outcomes and build deeper relationships with experience orchestration, which enables you to deliver personalised customer and employee experiences at scale — the right experience at the right time, every time.

  • Explore breakthrough sessions outlining our vision, investments and partnerships that will enable you to deliver exceptional CX across every interaction.
  • Discover the latest advancements in digital, AI and journey management — and how AI-powered experience orchestration can help you break away from the competition.
  • Hear from industry-leading organisations on how they are using digital, AI, cloud and workforce engagement tools to elevate their customer and employee experience.
  • Join Genesys leadership keynotes to learn why the future is now, how to get ready for what’s next — and how we can create it together.

Join us for a day of networking with peers, industry experts and the Genesys team, throughout the event and into the evening at Xperience ANZ After Party. We can’t wait to see you!

Agenda

Pre-Conference Workshops

Tuesday, 30 July 2024

12:30 pm – 01:30 pm

Registration and Lunch

Join industry peers for a networking lunch before afternoon workshops commence.

01:30 pm – 04:30 pm

Build a Business Case to Achieve AI Powered Business Outcomes

AI-empowered business outcomes leverage artificial intelligence (AI) to enhance decision-making processes, streamline operations, and personalise customer experiences. In this hands-on workshop, learn how to identify business cases that enable Leverage Genesys AI powered experience orchestration to deliver personalised journeys for you customers, drive improved operational efficiency and improve the CX within your organisation.

01:30 pm – 04:30 pm

Creating Exceptional Customer Experiences with Genesys AI

Collaborate with Genesys’ experts on how to take a practical approach to innovation using Genesys AI. Discover how to apply and use AI in your business to the drive the right outcome for both Customer and Employee Experiences, and to maximise business benefits. From starting the journey, to identifying use cases, practical adoption and expert training. Come and join the CX Advisory, Customer Success & Services, and Beyond teams to learn how to leverage the power of AI to deliver great experiences.

01:30 pm – 04:30 pm

Practical and Responsible Use of AI for Government in Australia and New Zealand

Artificial Intelligence (AI) presents all forms of government with opportunities to increase efficiency in service delivery and to better support staff in their duties. Effective use of AI can help improve trust. In this session practical use cases, learnings and stories of using AI in government services and customer engagement will be shared including the value realised.

01:30 pm – 04:30 pm

Empower & Elevate The Employee: A Genesys Cloud Workforce Engagement Management Workshop, Fireside Insights, and Peer Collaboration for Employee-Centric Contact Centre Excellence

Join us for an event filled afternoon with hands-on learning, customer fireside chat and peer roundtable discussions of the latest trends in the contact centre. Hands-on learning is specifically tailored for new to moderately experienced users, covering a board scope of creating performance scorecards, building Quality Monitoring Frameworks, utilising Speech and Text Analytics capabilities effectively, and more. Hear from a customer how Genesys Workforce Engagement have helped them drive Employee Engagement. Finally dive into a dynamic discussion of the latest trends and challenges in the contact centre with your peers.

01:30 pm – 04:30 pm

Navigating the Digital Transformation: Overcoming challenges in AI adoption with Genesys Cloud

Join our exclusive Genesys Cloud workshop to explore the challenges of adopting digital and AI solutions. Learn from Genesys experts about overcoming obstacles like data security, scalability, and user adoption. Gain insights from real-world case studies and network with industry leaders who have successfully transformed their customer experience. This workshop is your opportunity to stay ahead in the digital age and leverage the power of AI for your organisation’s success.

04:30 pm – 06:00 pm

Welcome Networking Reception

Wednesday, 31 July 2024

08:00 am – 08:45 am

Registration and Networking

08:55 am – 09:05 am

Welcome to Xperience ANZ

Mark Buckley, Vice President, Australia and New Zealand, Genesys

09:05 am – 09:35 am

Accelerating the New Era of AI with Experience Orchestration on Genesys Cloud

A global awakening to the powerful potential of artificial intelligence has created an unprecedented opportunity in the experience economy. As organisations consider the ways AI has and will continue to change how products and services are marketed, offered and supported, they also are discovering the important role AI plays in attracting customers and top talent and, more importantly, earning their loyalty. At the dawn of this new “Era of AI,” fully harnessing the technology’s potential requires a trusted and proven all-in-one platform, born in the cloud and powered by AI, grounded in empathy and capable of delivering personalised, end-to-end experiences at scale. Senior Vice President Strategy Peter Graf shares his read on how AI is changing the relationships organisations build with their customers and employees.

Peter Graf, Senior Vice President Strategy, Genesys

09:55 am – 10:05 am

Customer Fireside Chat: Leveraging AI Capabilities to Uphold World-class Service Levels at NGMG

The implementation of AI, whether that be generative, conversational or predictive AI, can have an enormous impact in allowing us to create more personalised experiences for our customers, while also driving greater efficiencies and cost reductions for the business. Join this fireside chat with Kristy Ingall, Manager Customer Operations and John Connolly, Head of Customer Contact Centre at Newcastle Greater Mutual Group (NGMG) and hear how they’re implementing and leveraging AI capabilities to empower agents, uphold world-class service levels and drive operational excellence.

Kristy Ingall, Manager Customer Operations, Newcastle Greater Mutual Group
John Connolly, Head of Customer Contact Centre, Newcastle Greater Mutual Group
Terina Doherty, Senior Customer Success Manager, Genesys

10:05 am – 10:20 am

Titanium Partner: Customer Fireside Chat

10:20 am – 10:30 am

Customer Fireside Chat: Xperience ANZ Giveback Partner Salvation Army

Salvation Army

10:30 am – 11:00 am

Morning Tea

11:00 am – 11:15 am

Live Demo: The New Era of AI with Experience Orchestration

No frills, no fluff; just a live demo. Give your agents superpowers with Genesys AI

11:15 am – 11:45 am

Customer Panel: Achieving Proven Results with AI Innovation

Leading brands showcase how AI-powered Experience Orchestration has transformed businesses of all sizes. Gain insights and tips to navigate this transformative journey, and explore how AI can uncover new opportunities, enhance customer experiences and drive operational excellence. Hear directly from peers on how to leverage AI capabilities, realise value and scale business impact with the latest AI technology.

Lawrence Drayton, Head of Customer Experience, Prvidr

11:45 am – 11:55 am

The Intricacies of Orchestrating a Healthcare Journey

11:55 am – 12:10 pm

Diamond Partner Nexon: Customer Fireside Chat

Sara Tavora, Chief Marketing & Experience Officer, Western Sydney University

12:10 pm – 12:20 pm

Customer Fireside Chat: Delivering Superior Customer Experience through Continuous Innovation

Michael McBride, General Manager Customer Service Centre, APM

12:20 pm – 12:30 pm

Creating the Future of CX Together

Hear directly from Genesys strategic partners to discover how the Genesys ecosystem will be a force multiplier for your success. Gain valuable insights on how to chart the next step in your experience transformation journey to deepen customer loyalty and employee engagement.

Gwilym Funnell, Head of APAC, Genesys

12:30 pm – 01:30 pm

Lunch

01:30 pm – 01:55 pm

Breakout Session 1

Stream 1: Next-Gen Agents: Level up your Agents with AI and Agent Co-Pilot

Get to know Agent Copilot on a guided tour and watch how Agent Copilot works alongside your agents as they serve customers. This powerful AI tool is changing how agents work and how customers are served.

Jarryd Tuyau, Principal Solution Consultant, Genesys

Stream 2: Customer led breakout 

Don Tribe, Head of Customer Operations, Newcastle Greater Mutual Group
David Porter, Managing Director, Global Banking Industry, Genesys

Stream 3: Getting Cost Out & Leveraging AI: A Systematic, Data-driven Playbook for Success

AI has the potential to revolutionise customer care, but the current reality is that most AI projects fail. In fact, HBR estimates failure rates to be as high as 80%. As a result, customer care leaders looking to invest in AI want to know; where is the value, how do we find it and what’s actually possible?

In this session you’ll learn about a new approach that was born out of contact centre transformation programs, that pairs technology and domain expertise to surface precise and actionable ways to get cost out and systematically pinpoint AI use cases.

Specific topics will include; achieving a forensic understanding of what’s driving customer demand, the identification and quantification of automation opportunities at scale and the business case behind aligning agent performance to best practice. And throughout, the role of AI in unlocking the benefits.

This will be a thought provoking session, based on real-world use cases and methodologies that you can apply within your own organisation.

If you’re unsure where to start or go next in your AI journey, then you don’t want to miss this session.

James Iansek, Co-Founder, Operative Intelligence
Peter Iansek, Co-Founder, Operative Intelligence

Stream 4: Successful use of AI in Government and Higher Education with Western Sydney University

In this session, Western Sydney University will share its AI journey leveraging Genesys Cloud to enhance the student and employee experience. By transforming its student engagement hub, Western Sydney University has empowered students, typically digital natives, to interact seamlessly on their channel of choice, from voice to WhatsApp, ensuring timely responses and personalised experiences with every interaction.

Sami Beydoun, Team Leader – Student Services Hub, Western Sydney University

02:00 pm – 02:25 pm

Breakout Session 2

Stream 1: The Art of the Possible with AI-Powered Experience Orchestration

Think big. Act bigger. In today’s world, ideas are only as good as how they get implemented. With AI-powered experience orchestration, you can go beyond traditional Contact Centre as a Service, creating new experiences for your customers and employees. This session will explore trends in the market and how new use cases can push the boundaries of traditional contact centre thinking.

Stream 2: AI Hype or Reality in Healthcare?

Come hear from Genesys healthcare customers leverage AI to drive a better patient and staff access experience across their 650+ customer base.

  • AI-driven solutions include:
    Conversational AI: Utilising intelligent virtual assistants, voice, and chatbots to understand intents and validate interactions.
  • Predictive AI: Proactively engaging and routing individuals to the appropriate resources based on predictive insights.
  • Generative AI: Identifying patterns in content, summarising conversations, and extracting key information to streamline processes.
  • Machine Learning: Identifying potential friction points in the customer journey and implementing proactive solutions.

Add in EHR, CRM and Member Management Systems integration through Genesys Cloud. you can achieve seamless patient and member validation with intent, self-service of routine tasks like scheduling, claim status, authorisations,…. , revenue cycle management, outbound communication, work queue management and more.

Experience the positive impact of automation, self-service, and AI in transforming patient access. Join our session and be part of this journey!

Stream 3: The Critical Role of Customer Experience Insight and Analytics

Unlock the power of data-driven CX decisions. In this session, we’ll dive into how Genesys Cloud enables CX stakeholders to make the best use of data through analytical tools and automatic insights. Learn best practices for turning data into actionable insights, optimising your contact centre, boosting agent performance and measuring the true impact of CX initiatives. Whether you’re a contact centre leader, agent or data enthusiast, this session is for you. Join us and discover how Genesys Cloud analytics and insights can transform your CX and drive business success.

Mike Marshall, Principal Solution Consultant, Genesys

Stream 4: AI-Empowered Employee Excellence: How Genesys Cloud Empowers Human-AI Collaboration in Contact Centres

During our breakout session, we will explore how Genesys Cloud Workforce Engagement Management harmonises human potential with AI to elevate efficiency and value across contact centre teams. This innovative platform seamlessly integrates advanced AI capabilities with human expertise, empowering organisations to optimise workforce performance and deliver exceptional customer experiences. By leveraging AI-driven insights, automation, and intelligent workforce management tools, Genesys Cloud enables contact centres to achieve higher levels of operational efficiency, cost savings, and customer satisfaction. Join us to discover how Genesys Cloud transforms contact centre operations by unlocking the full potential of human-AI collaboration.

Andrew Thean, Principal Solution Consultant, Genesys
Annemarie Hodgson, Senior Solution Consultant, Genesys

02:30 pm – 02:55 pm

Breakout Session 3

Stream 1: Breaking ground: Discover the Latest in Digital, AI and Journey Management Innovations

Join us to explore the latest innovations spanning digital, AI and journey management. Discover how AI fulfils the promise of delivering seamless, personalised experiences across all interaction points, while journey management empowers you to visualise and optimise these experiences for maximum impact.

Stream 2: The Insurance Experience: Fresh insights and AI trends in Insurance

In this session, we’ll look at the insurance industry’s current approach to customer and employee experience, and explore ways AI, automation and self-service can help accelerate you on your journey to delivering better experiences and business outcomes.

Angel Kuan, Insurance Industry Practice Lead, Asia Pacific, Genesys
Iain Skelton, Global Insurance Design Lead, Genesys

Stream 3: A Story about the Power of Extensibility with Genesys Cloud

As the experience economy becomes reality, consumers expect companies to do something meaningful with the data they share. Learn how industry leaders have used Genesys Cloud CX to create unique, differentiated experiences using customer data.

Matt McPhee, Principal Solution Consultant, Genesys

Stream 4: Customer Led Breakout 

Session detail to be confirmed

02:55 pm – 03:30 pm

Afternoon Tea

03:30 pm – 04:00 pm

The Future of Genesys Cloud The Future of Genesys Cloud and the Transformational Shift in our Industry ​

Join Vice President of Product Management Jeff Wise to hear the latest updates and roadmap for the Genesys Cloud.

Jeff Wise, Vice President Product Management, Genesys

04:00 pm – 04:10 pm

Platinum Partner Telstra: Customer Fireside Chat

04:10 pm – 04:35 pm

Customer Panel: Accelerating your Future - The Dawn of a New Age

What are the key things to consider when integrating AI to maximise impact? What are the biggest barriers to AI adoption, how to overcome them, balancing AI tech with personalised human interactions and the ways in which AI-driven analytics can enhance our understandings of customer behaviour. Not forgetting some of the ethical considerations that need to be in place when implementing AI.

Cindy Vandecasteele, GM Customer Engagement – Retail Markets, Alinta Energy
Katie Holroyd, Strategy Planning Manager, TAL Australia

04:35 pm – 04:55 pm

AI Adoption: The Best Place to Start is the Beginning

In this action packed plenary you’ll learn about the AI Maturity Model to understand where you are and where you should aim to be with AI. The session will include a number of personal and organisational use cases from Australia’s leading voice on AI in CX. This is a ‘not to be missed’ session for anyone considering AI adoption or looking to expand their current AI journey.

Simon Kriss, Chief Innovation Officer, Customer Experience Innovation Institute

04:55 pm – 05:00 pm

Xperience ANZ Closing

05:30 pm – 11:00 pm

Xperience ANZ Party

Speakers

Mark Buckley

Vice President, Australia & New Zealand, Genesys

Peter Graf

Senior Vice President Strategy, Genesys

Sami Beydoun

Team Leader - Student Services Hub, Western Sydney University

John Connolly

Head of Customer Contact Centre, Newcastle Greater Mutual Group

Lawrence Drayton

Head of Customer Experience, Prvidr

Katie Holroyd

Strategy Planning Manager, TAL Australia

Kristy Ingall

Manager Customer Operations, Newcastle Greater Mutual Group

Simon Kriss

Chief Innovation Officer, Customer Experience Innovation Institute

James Lansek

Co-Founder, Operative Intelligence

Michael McBride

General Manager, APM

Sara Tavora

Senior Manager, Student Services Hub, Western Sydney University

Don Tribe

Head of Customer Operations, Newcastle Greater Mutual Group

Cindy Vandecasteele

GM Customer Engagement - Retail Markets, Alinta Energy

Brett Del Santo

Principal Solution Consultant, Genesys

Annemarie Hodgson

Senior Solution Consultant, Genesys

Angel Kuan

Insurance Industry Practice Lead, Asia Pacific, Genesys

Tara Mahoney

Vice President, Global Healthcare Practice, Genesys

Mike Marshall

Principal Solution Consultant, Genesys

Matt McPhee

Principal Solution Consultant, Genesys

Poonam Nair

Senior AI Customer Success Manager, Genesys

Robyn O’Reilly

Head of Resolution Management, APAC, Genesys

David Porter

Managing Director, Global Banking Industry, Genesys

Jenny Reichard

Senior Industry Executive, Healthcare, Genesys

Andrew Thean

Principal Solution Consultant, Genesys

Phill Townsend

Strategic Director Innovation – APAC, Genesys

Jarryd Tuyau

Senior Solution Consultant, Genesys

Jeff Wise

Vice President Product Management, Genesys

Hilton Sydney

Hilton Sydney, George Street, Sydney NSW, Australia

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Contact Information

For assistance, please contact Chanelle Fowler at chanelle@conferenceworks.com.au or call +61 3 9870 2611.