Webinars

On-demand AI and the Economist: Using AI and data to drive customer engagement AI is driving a revolution in customer experience – get in the fast lane[cutoff co_thick="2px"][webinarschedulesingle]Organisations globally are looking for ways to embed artificial intelligence (AI) more deeply into their customer journeys — making them more frictionless and insightful. Findings from an Economist Impact and Genesys survey of 750 customer service, marketing and sales executives underscore why — Download the full report. Join Phillip Cornell, Principal, Economist Impact at The Economist, and Charlie Godfrey, Senior Director of Business Consulting at Genesys, as they examine these findings. You’ll hear how AI can improve customer journeys and employee productivity, learn strategies for deploying this technology and explore the value organisations are gaining from it — and what they hope to achieve. Discover what separates AI leaders from other organisations, including how they: Use AI to understand customer pain points Take a more sophisticated view of how AI can enhance the customer journey and employee experience Harness the most powerful capabilities AI brings to customer experience [mktoform cta_header="" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001YeyKQAS"] Meet the Speakers Charlie Godfrey Sr. Director, Business Consulting Genesys Phillip Cornell Principal, Economist Impact The Economist Sean Maddison Conversational Automation and Intelligence Manager E.ON Energy UK

4/5 Genesys Cloud CX - Industry demo series: Genesys Cloud CX: Simplicity in Retail [cutoff co_thick="2px"][webinarschedulesingle] Earn loyalty and wallet share with easy, personalised experiences Meet customer demands no matter where they are, when they shop or which channel they prefer to use. Retailers must navigate more channels, time zones and preferences than ever before. Connecting every moment across consumer journeys is the key to providing leading service. With Genesys, you can orchestrate unique, omnichannel brand experiences at scale. Win customer loyalty with memorable engagement across your online and physical shopping channels. Join this live 20min Q&A demo to see how organisations can: Manage omnichannel interactions Map the customer journey Use artificial intelligence to drive personalisation Predict your customers' needs Simplify the agent and supervisor experience [cutoff co_thick="2px"] More virtual events in the Genesys Cloud CX - Industry demo series 1 December: Genesys Cloud CX: Simplicity in Banking – learn more 2 February: Genesys Cloud CX: Simplicity in Insurance – learn more 16 February: Genesys Cloud: Simplicity in Government – learn more 23 March: Genesys Cloud: Simplicity in Manufacturing – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001Yf5fQAC"] Meet the Speaker Andrew Thean Principal Solution Consultant Genesys

5/5 Genesys Cloud CX - Industry demo Q&A series: Genesys Cloud CX: Simplicity in Manufacturing [cutoff co_thick="2px"][webinarschedulesingle] Transforming CX in Manufacturing Contact centres are continuously facing the challenges of new disruptive competitors, ever-increasing customer expectations, disruptive technology, and the drive towards sustainability. Your contact centre is your brand’s direct line to customers, if the customer journey is a disjointed experience it’s time for change. Join this live 20min Q&A demo to see how organisations can: Manage omnichannel interactions Map the customer journey Use artificial intelligence to drive personalisation Simplify the life of an agent and a supervisor Applying quality management [cutoff co_thick="2px"] More virtual events in the Genesys Cloud CX - Industry demo series 1 December: Genesys Cloud CX: Simplicity in Banking – learn more 2 February: Genesys Cloud CX: Simplicity in Insurance – learn more 16 February: Genesys Cloud: Simplicity in Government – learn more 9 March: Genesys Cloud: Simplicity in Retail – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001YfKaQAK"] Meet the Speaker Brett Dal Santo Senior Solution Consultant Genesys

3/5 Genesys Cloud CX - Industry live demo series: Genesys Cloud CX: Simplicity in Government [cutoff co_thick="2px"][webinarschedulesingle] Deliver on the promise of digital government Government agencies share many common challenges in serving their citizens. Still, certain obstacles are unique to individual agencies. There’s also a lot of variation, depending on an agency’s level of maturity for processes and technology. Join this live 20min Q&A demo to see how government agencies can: Manage omnichannel interactions Protect your agency and citizens with stringent security standards Make it easier for citizens to self-serve Be ready to provide support in moments of crisis Simplify the life of an agent and a supervisor [cutoff co_thick="2px"] More virtual events in the Genesys Cloud CX - Industry demo series 1 December: Genesys Cloud CX: Simplicity in Banking – learn more 2 February: Genesys Cloud: Simplicity in Insurance – learn more 9 March: Genesys Cloud: Simplicity in Retail – learn more 23 March: Genesys Cloud: Simplicity in Manufacturing – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001Yf5aQAC"] Meet the Speaker Brett del Santo Sr. Solution Consultant Genesys

2/5 Genesys Cloud CX - Industry demo series: Genesys Cloud CX: Simplicity in Insurance [cutoff co_thick="2px"][webinarschedulesingle] Providing truly customer-centric experiences in Insurance The customer experience has never been more important to insurance agencies, having become the key to competitive advantage in almost every industry. And with the recent economic downturn causing contact centres to be closed and consolidated, there’s never been a better time for new technologies and digital-first engagements to show their worth. Join this live 20min Q&A demo to see how insurance agencies can: Manage omnichannel interactions Map the customer journey Use artificial intelligence to drive personalisation Simplify the life of an agent and a supervisor Applying quality management [cutoff co_thick="2px"] More virtual events in the Genesys Cloud CX - Industry demo series 1 December: Genesys Cloud CX: Simplicity in Banking – learn more 16 February: Genesys Cloud: Simplicity in Government – learn more 9 March: Genesys Cloud: Simplicity in Retail – learn more 23 March: Genesys Cloud: Simplicity in Manufacturing – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001Yf5VQAS"] Meet the Speaker Mark Booth Senior Solution Architect Genesys

1/5 Genesys Cloud CX - Industry demo series: Genesys Cloud CX: Simplicity in Banking [cutoff co_thick="2px"][webinarschedulesingle] Transforming banking engagement with seamless experiences Customers demand easy digital experiences with their banks. Join this live demo and see how its possible to deliver secure, simplified experiences that will make your customers love your bank. Join this live 20min Q&A demo to see how financial institutions can: Build better banking experiences Map the customer journey Deliver compliant and proactive interactions Elevate banking experiences with AI Simplify the life of an agent and a supervisor [cutoff co_thick="2px"] More virtual events in the Genesys Cloud CX - Industry demo series 2 February: Genesys Cloud CX: Simplicity in Insurance – learn more 16 February: Genesys Cloud: Simplicity in Government – learn more 9 March: Genesys Cloud: Simplicity in Retail – learn more 23 March: Genesys Cloud: Simplicity in Manufacturing – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001Yf5QQAS"] Meet the Speaker Hendrik Coetzee Principal Solution Consultant Genesys

On-demand webinar [this_page_title] [cutoff co_thick="2px"][webinarschedule]Research shows that values — what people care most about — are the top predictors of behaviour. By understanding what the highest-performing call centre agents value, CX leaders can gain unique insight into attracting, motivating and retaining the staff who will deliver the highest levels of customer service. In this webinar, we’ll explore findings of innovative research from Genesys and Valuegraphics that examines how personal values shape behaviour inside the contact centre. You’ll learn: What top-performing call centre agents value most in life and how that impacts their actions and decisions Why using values as a lens for talent development and culture-building will lead to notable gains in employee engagement and customer satisfaction How to use values to better recruit, train, motivate and retain a high-performing workforce [mktoform cta_header="Watch now" cta_button="Watch now" ar_status="Event" cms_hold="RG" cid_id="7011T000001Iw02QAC"] Meet the speakers David Allison Founder Valuegraphics Ginger Conlon Thought Leadership Director Genesys

2/4 Genesys Cloud CX series: Genesys Cloud CX: Seamless agent experience [cutoff co_thick="2px"][webinarschedulesingle]Your contact centre is your brand’s direct line to customers. If your contact centre technology gives agents headaches and creates disjointed customer experience, it’s time for a change. Join this 20min live demo of Genesys Cloud CX for an agents view of: Logging in & starting the day Managing omni-channel interactions Mapping the customer journey Putting the customer first with a personalised experience [cutoff co_thick="2px"] More virtual events in the Genesys Cloud CX series 11 August: Genesys Cloud CX Demo – “The Basics” - learn more 22 September: Simplifying the life of a Supervisor - learn more 13 October: A visionary workforce engagement solution - learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001YajiQAC"] Meet the Speaker Brett Dal Santo Sr. Solution Consultant, ANZ Genesys

4/4 Genesys Cloud CX series: Genesys Cloud CX: The Power of a Visionary Workforce Engagement Solution [cutoff co_thick="2px"][webinarschedulesingle]Whether you’re an agent or a supervisor, the complexity of your contact centre solution can interfere with your ability to do your job well. A host of overly complex solutions forces your employees to focus their attention on navigating technology rather than providing excellent customer experiences, and can waylay them with updates that break parts of their systems, confusion about which solutions to use for specific tasks, and an ability to see and understand the bigger picture with integrated reporting and analytics. During this live 20-minute demo, you’ll get a chance to see how Genesys Cloud CX Workforce Engagement deliver an integrated cloud-based solution that will simplifies contact centre operations, increase efficiency and improve employee engagement.[cutoff co_thick="2px"] More virtual events in the Genesys Cloud CX series 11 August: Genesys Cloud CX Demo – “The Basics”- learn more 1 September: Seamless agent experience - learn more 22 September: Simplifying the life of a Supervisor - learn more[mktoform cta_header="Register" cta_button="Register Now!" ar_status="Event" cms_hold="RG" cid_id="7011T000001YbxzQAC"] Meet the Speaker Andrew Thean Principal Solution Consultant, ANZ Genesys

3/4 Genesys Cloud CX series: Genesys Cloud CX: Simplifying the life of a Supervisor [cutoff co_thick="2px"][webinarschedulesingle]Your contact centre is your brand’s direct line to customers. If your contact centre technology gives agents headaches and creates disjointed customer experience, it’s time for a change. Join this 20min live demo of Genesys Cloud CX and experience a supervisors view Setting up agent based on skills Setting up and managing call flows Applying quality management Helping agents and customers real-time Reports and analytics [cutoff co_thick="2px"] More virtual events in the Genesys Cloud CX series 11 August: Genesys Cloud CX Demo – “The Basics”- learn more 1 September: Seamless agent experience - learn more 13 October: A visionary workforce engagement solution - learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001YajsQAC"] Meet the Speaker Annemarie Hodgson Senior Solution Consultant, ANZ Genesys

1/4 Genesys Cloud CX series: Simplicity from the start: Genesys Cloud CX [cutoff co_thick="2px"][webinarschedulesingle]Genesys Cloud CX is transforming the contact centre industry by delivering innovation to companies of all sizes, everywhere. There’s a reason it’s a leading platform for seamlessly integrating voice and digital channels — empowering agents, delighting customers and creating better business outcomes overall. Join this 20-minute introduction to see what day one with Genesys Cloud CX looks like. See how easy it is to use real-time analytics to manage queues, coach employees and drive better results. Learn how administrators can simplify tasks, like scheduling, script creation and more. Explore the ease with which agents can request schedule changes, see performance metrics and manage all channels from a single screen. [cutoff co_thick="2px"] Future virtual events in the Genesys Cloud CX series 1 September: Seamless agent experience - learn more 22 September: Simplifying the life of a Supervisor - learn more 13 October: A visionary workforce engagement solution - learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001YajxQAC"] Meet the Speaker Roger Lang Sr. Solution Consultant, ANZ Genesys

Register Now! Genesys Cloud CX Live Demonstration [cutoff co_thick="2px"][webinarschedulesingle]The Genesys Cloud CX platform is transforming the contact centre industry by delivering innovation to companies of all sizes, everywhere. There’s a reason it's a leading platform for seamlessly integrating voice and digital channels — empowering agents, delighting customers and creating better business outcomes overall. Join this live webinar to unlock your chance to start on Genesys Cloud CX at almost half price and see how to: Create fluid customer conversations across digital and voice channels. Predict and understand customer issues before they escalate — or before they even happen. Make it easy for agents to resolve issues fast with an intuitive interface. Empower employees to find solutions together with collaboration tools that let them talk, video, chat and search. Seamlessly integrate with Salesforce and other CRM tools to add context to customer journeys. Reduce costs, boost sales and automate routine tasks with Genesys AI. [mktoform form_type="hot" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YZJJ"] Meet the Speakers Robert Billing Head of Marketing, Asia Genesys Chen Ping Oon Senior Solutions Consultant Genesys Patrick Ong Head of Solutions Consulting Genesys

Asia-Pacific CX Transformation Readiness Study 2021   Gearing up businesses to deliver holistic customer experience in 2021 and beyond [cutoff co_thick="2px"][webinarschedulesingle]The coming decade marks the transition from customer service orientation to holistic customer experience design, necessitating a significant shift in the strategy and transformation approach. Navigating this transition signifies the biggest challenge – and opportunity – for companies across Asia-Pacific.  Genesys, along with the research firm- Twimbit commissioned an Asia Pacific market study including 495 business and IT decision-makers across 14 countries to evaluate their Customer Experience Transformation Readiness. The study examines the level of cloud and artificial intelligence (AI) adoption in companies, the current level of digital engagement, the readiness of businesses to transform their employee experience strategy, especially when facing an unexpected event, and the leadership to spur transformation and deliver exceptional experiences.  Join us for this exclusive webinar where our experts uncover the findings of the research and discuss:  The current state of customer experience transformation efforts across the Asia Pacific  Reasons why readiness differs in each region and what their respective priorities are  Market perception about the benefits and challenges of key technologies enabling customer experience  Best practices for businesses to design memorable experiences for their customers  [mktoform form_type="hot" cta_header="Register" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxfKQAQ"] Meet the Speakers Jean-Marc Provost Director Digital & Conversational AI  Genesys Manoj Menon Founder and Managing Director Twimbit David Rizzo President of APAC Teleperformance

On-demand Genesys dan Google Cloud: Memberdayakan masa depan pengalaman pelanggan. [cutoff co_thick="2px"]September 22nd, 10AM WIBSaat Bot dan Routing anda memahami satu sama lain, dan memanfaatkan perjalanan pelanggan, pelanggan tidak perlu mengulangi kebutuhan mereka … dan pelanggan akan lebih menyukai brand anda Genesys dan Google Cloud, pemimpin global di contact centre software dan platform cloud, telah bekerja sama untuk memberikan pengalaman pelanggan dan karyawan yang didukung AI. Bergabunglah di webinar ini untuk memahami bagaimana bisnis meningkatkan layanan pelanggan dengan AI yang berbicara, memahami, dan berinteraksi. Anda juga akan belajar: bagaimana solusi multibahasa dan platform-agnostik dapat mendukung lebih dari 20 bahasa, 14 integrasi dengan sekali klik, dan 7 SDK; meningkatkan kepuasan pelanggan dan agen serta meningkatkan efisiensi operasional; dan, dengan cepat memberlakukan microapp layanan mandiri baru yang mencerminkan praktik terbaik dalam proses bisnis untuk memberi Anda keunggulan kompetitif [mktoform form_type="hot" cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsfQAA"] Meet the Speakers Sugianto Rahardja Head of Sales Google Cloud Hunady Budihartono Country Manager Genesys Doddy Kartiwa Principal Solutions Consultant Genesys

On-demand Genesys และ Google Cloud รวมพลังเพื่อสร้างประสบการณ์ลูกค้าแห่งอนาคต [cutoff co_thick="2px"] วันอังคารที่ 22 กันยายน 2563 เวลา 14.00 น. เมื่อ Solution BOT และ Routing ทำงานร่วมกันเพื่อสร้างและจดจำ Customer Journey ลูกค้าจึงไม่จำเป็นต้องเล่าเรื่องเดิมซ้ำๆ แน่นอนนี่คือสิ่งที่คุณคาดหวัง Genesys ผู้นำระบบ Contact Center และ Google Cloud ผู้นำระบบคลาวด์ ร่วมมือกันเพื่อส่งมอบความสามารถของ AI มาช่วยยกระดับการให้บริการลูกค้าและสร้างประสบการณ์ที่ดีกับพนักงานให้บริการ เข้าร่วม Webinar เพื่อเรียนรู้ พูดคุย แนวทางที่ธุรกิจนำ AI มาใช้ในการปรับปรุงการให้บริการลูกค้า และคุณจะได้เรียนรู้ แพลตฟอร์มทรงพลังที่รองรับมากกว่า 20 ภาษา เชื่อมต่อง่าย รวดเร็วและหลากหลาย SDK เพิ่มความพึงพอใจให้กับลูกค้าและพนักงานให้บริการ รวมถึงปรับปรุงการบริหารงานให้มีประสิทธิภาพ และ นำ Self-Service Microapp มาปรับใช้ในขั้นตอนต่างๆของธุรกิจเพื่อให้คุณได้เปรียบในการแข่งขัน [mktoform form_type="hot" cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsaQAA"] Meet the Speakers Nantawat Eamchareon Customer Solution Consultant Google Cloud Partitan Rungkrae (ปฏิธาน รุ่งแกร) Solutions Consultant Genesys Kulachart Ngernoermpoon Country Manager Genesys

On-demand Genesys and Google Cloud: Powering the future of customer experience [cutoff co_thick="2px"][webinarschedulesingle]We are also doing this webinar in other languages. To attend the Thai webinar, click here. To attend the Indonesian Bahasa webinar, click here.[cutoff co_thick="2px"] When your Bot and Routing solutions understand each other and leverage the customer journey, customers don’t have to repeat themselves…and they’ll love you for it. Genesys and Google Cloud, global leaders in contact centre software and enterprise cloud platforms, have teamed up to deliver AI-powered customer and employee experiences. Join this webinar to understand how businesses are improving customer service with AI that talks, understands and interacts. You will also learn: how organisations are increasing customer and agent satisfaction and improving operational efficiency how to quickly deploy new self-service microapps that reflect best practices in business processes to give you a competitive advantage how a multilingual and platform-agnostic solution can support multiple languages, a number of single-click integrations, and supports many SDKs [mktoform form_type="hot" cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsVQAQ"] Meet the Speakers Tim Dawson Cloud Partner Solutions Lead Google Cloud Jean-Marc Provost Director Digital & Conversational AI Genesys Matt McPhee Senior Solutions Consultant Genesys

Build A Resilient CX Ecosystem to Deliver Digital Transformation: A Banking Spotlight [cutoff co_thick="2px"][webinarschedulesingle]Now more than ever before, customers need to be at the heart of business transformation. In times like these it’s paramount that any interaction builds a strong, long lasting relationship between your customer and your brand. The past few months has exposed the shortcomings of customer experience strategies that have been established by businesses. To address the rapidly unfolding global situation, organisations need to deliver exceptional customer experience and develop a healthy ecosystem starting from your customer-facing employees to your back-office employees. Join this webinar to learn how to address these turbulent times as we discuss the new digital trends that are shaping the future of the banking sector. In this exclusive webinar, you will learn: A deep understanding of how organisations are embarking on digital transformation, starting with the contact centre How to better position your organisation to achieve success with a digital-first approach How Genesys is helping businesses augment their approach to customer experience to offset the new demands from customers Register now to hear from a leading analyst from Forrester, Riccardo Pasto, as well as Digital and Conversational expert, Jean-Marc Provost and Satish Annamalai.[mktoform form_type="hot" cta_header="Register" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t72bQAA"] Meet the Speakers Riccardo Pasto Senior Analyst Customer Experience Forrester Jean-Marc Provost Director, Digital & Conversational AI Genesys Satish Annamalai Digital Customer Experience Consultant Genesys

BPOs in Asia-Pacific: Reinventing growth [cutoff co_thick="2px"][webinarschedulesingle] To continue watching, be sure to register to watch the full on-demand recording! The BPO industry has seen two decades of impressive growth.  Lower cost aided by an offshore model has been a key driver of the growth agenda.  The transition to digital has long been discussed as a challenge to the industry.  Covid-19 has compounded this challenge and there is now an urgent need to transform.  The growth opportunities for BPOs are many, but the key imperatives that will drive future growth will be different from the ones of the past. Join us for this exclusive webinar and learn the key research insights including: How the BPO industry is transforming to keep pace with client needs Key technologies shaping the future of the BPO industry The growing importance of employee engagement How Genesys is partnering with the world’s best to support this transformation Register now to hear from the report’s lead analyst, Manoj Menon, in discussion with Rohan Khanna, GM of Technology, Innovation & Projects, Probe Group, on collaborating to create a new future. [mktoform form_type="hot" cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8EEQAY"] Meet the Speakers Manoj Menon Founder and Managing Director Twimbit Rohan Khanna GM- Technology, Innovation & Projects Probe Group

[this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Australia and New Zealand’s contact centres have never been busier. The COVID-19 disruption drove a mass migration of agents into the home working environment, but that was just the start. The pressure on agents in industries like banking, retail and government increased dramatically and the economy faced massive and immediate disruption. These pressures have exposed weaknesses and limitations, and fuelled the need to think strategically about how best to meet the customer - and the employees’ – needs in the future. This webinar examines the pressures placed on contact centres and front-line customer service agents, and the important role of technologies such as voicebots in improving customer and employee experiences. While AI, automation and voicebots offer the opportunity to enhance the customer experience, the real power and truly disruptive opportunity comes from blending these technologies into a single solution. In this webinar we will discuss; How the COVID-19 disruption is likely to transform contact centres in the future How three technology pillars - AI, automation and bots will be core to future success The role of voicebots and conversational AI in improving customer and employee experiences How more sophisticated analytics will improve the operational efficiency and effectiveness of contacts centres [mktoform form_type="hot" cta_header="Register Now" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001t7u4QAA"] Meet the Speakers Andrew Birmingham Managing Director and Editor in Chief Which-50 Dave Flanagan Director, Digital & Conversational AI - ANZ Genesys Rik Johnson Head of Intelligent Automation Stellar Riccardo Patana Customer Engineer Google

Genesys Virtual Coffee Series [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]How Covid-19 is reshaping customer experience and driving transformation COVID 19 has posed some new and challenging times for many businesses. One thing is certain, the importance of contact centres and the role they play in times of crisis has been illuminated. Managing increased call volumes and changing customer behaviour, along with a dynamic remote workforce, has accelerated the drive to digital for many organisations. Join this bitesize Q&A virtual coffee break and hear how Businesses are rapidly scaling with digital channels Contact centres are driving brand experience Organisations are harnessing AI to empower customers Covid19 is reshaping digital transformation agendas [mktoform form_type="hot" cta_header="Register Now" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001t6v6QAA"] Meet the Speakers Dave Flanagan Director, Digital & Conversational AI - ANZ Genesys Robyn Stokes Business Consultant Genesys

Co-hosted third-party webinar [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]We're all adapting to the COVID-19 pandemic and the 'new normal' way of living and working. Join this panel discussion to hear the experiences of contact centre leaders from Greater Bank, Sunsuper and Deakin University, including the challenges they have faced over the past few months, their highs and lows and learnings. There’s been a lot of talk about best practice and “How-To” during this period, but this is a chance to hear from real companies about what they did and didn’t do, and how that affected them and their businesses. Topics to be covered in this experience-sharing session include: Putting BCP into action - what worked and what didn't? The changing needs of the contact centre workforce Dealing with rapid changes in customer demand Technology successes (and failures?) [genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.youtube.com%2Fembed%2FVQ1HtIANQbQ|title:Watch%20the%20webinar|target:%20_blank|"] Panellists: Natalie Lane Head of Contact Centre Greater Bank Hayley Grey Manager Customer Services Deakin University Jessica Rix Head of Customer Interactions Contact Centre Sunsuper Facilitated by: Sophie Giesen Head of Business Consulting ANZ Genesys Fiona Keough Chief Executive Officer Auscontact

Genesys Virtual Coffee Series [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]In recent months customer experience leaders have been challenged in ways unimaginable just a short time ago. From the  bushfires that ravaged parts of Australia to the global COVID-19 pandemic  contact centres have adapted to rapid change on an unprecedented scale. Join this live Q&A virtual coffee break and hear how  contact centres across Australia and New Zealand have  responded to the crises of 2020, and adapted to the ‘new normal’ way of living and working. Topics to be covered include: Rapid scalability in unprecedented times A workforce in isolation Resilience to thrive in the ‘new normal’ Planning for an uncertain future [mktoform form_type="hot" cta_header="Register Now" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001t6iCQAQ"] Meet the Speakers Mark Buckley Vice President ANZ Genesys Sian Jenkins Marketing Director ANZ Genesys

CX Priorities for Insurance 4.0 in Asia-Pacific [cutoff co_thick="2px"][webinarschedulesingle]COVID-19 is proving to be a catalyst for the digital transformation of every industry including insurance.  Companies need to transform with a sense of urgency to stay relevant and meet the evolving consumer needs.  Asia-Pacific as a region is the front-runner of that change and one of the key engines of growth for the global insurance business.  Genesys partnered with the research firm, Twimbit to take a closer look at the challenges and innovation opportunities in the region.  The research examined a cross section of companies to understand their current and future CX strategy. Join us for this exclusive webinar and learn the key research insights including, How the insurance industry is transforming to keep pace with consumer expectations Key technologies shaping the future of customer experience in insurance Asia-Pacific and global best practices How Genesys is partnering with the world’s best to support this transformation Register now to hear from the reports lead analyst in discussion with industry leaders on collaborating to create a new future.[mktoform form_type="hot" cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001IdA1QAK"] Meet the Speaker Manoj Menon Founder and Managing Director Twimbit

Genesys Multicloud CX + Microsoft Azure: Transform your customer experience in the cloud [cutoff co_thick="2px"][webinarschedulesingle] Deliver truly personalised experiences with industry leaders Personalised customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Multicloud CX on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences.  Join us for this exclusive webinar to learn how the Genesys and Microsoft partnership unlocks new value, personalisation and insights for you via MS Dynamics, MS Teams and MS Cognitive Services.   Achieve security and scale via a proven customer experience platform   Move from on-premises to the cloud with confidence   Leverage existing Genesys and Microsoft investments to maximise experiences   Move to the cloud and gain the control and efficiencies that the Genesys Multicloud CXTM product and Microsoft Azure provide together.[mktoform form_type="hot" cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kq2sQAA"] Meet the Speakers David Totten Chief Technology Officer, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys

Thought Leadership Webinar CX migration secrets revealed The truth behind your contact centre migration [cutoff co_thick="2px"]Learn the secrets for updating your legacy contact centre system to get the modern contact centre you need without the migration horror stories you expect. At Genesys, we’ve helped more than 1,200 companies migrate off legacy contact centre solutions. We know the secrets of a successful migration to a modern customer experience platform. Join us for this webinar that reveals what to expect when migrating your contact centre solutions. Led by industry consultant Stephen Leaden, and Jorge Hurtado Anton of Genesys, you’ll gain: Insights into the real challenges of migrating your solutions in 2019 Details about why it’s important to find a business partner—not just a technology provider—who knows the secrets Information on the proven Genesys “walk, run, fly” methodology Register today and learn the secrets to a successful customer experience migration. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Stephen Leaden President Leaden Associates, INC Jorge Hurtado Anton Sales Program Director, EMEA Genesys [mktoform form_type="contact" cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="Watch Now!" cms_hold="RG" ar_status="default" landing_id="68406" cid_id="7010d000001GaNiAAK"]

APAC Consumer CX Preferences and Emerging Tech Trends in 2020 [cutoff co_thick="2px"][webinarschedulesingle]Join us for this online event as we take a deep dive into what drives customer satisfaction and what drives customers to leave! Based on a survey of over 8000 consumers across the Asia Pacific region, hear insights on what is considered good (and bad) customer service. Get ahead of the top emerging CX tech trends of 2020 and understand how you can get the most impact from them while aligning with consumer preferences. Join this webinar to understand: Which channels do APAC consumers find most effective to get their problem solved How consumers feel about bots – and in what circumstances How self-service channels can be used more effectively Which tech can enhance CX with efficiency, reduced effort and personalisation Emerging tech trends and recommendations for CX investment in 2020 [mktoform form_type="hot" cta_header="Register to Join" cta_button="Submit Registration" cms_hold="RG" cid_id="7011T000001knmSQAQ"] Meet the Speakers Dave Flanagan Director, Digital & Conversational AI, ANZ Genesys Jean-Marc Provost Director, Digital & Conversational AI, APAC Genesys

Best Practice Webinar Migration Guide to a Modern Customer Experience Platform [cutoff co_thick="2px"][webinarschedulesingle]Your outdated legacy system needs to be upgraded. You know that a modern customer experience platform is essential to maintain customer loyalty and growing your business. But for many of you, the idea of moving off legacy technology feels overwhelming due to the sheer effort and the commercial impact it has on the business. So, how can you avoid falling behind your competitors and your customers’ needs without burning through your staff and your budget? Join the exclusive online discussion where Dave Chin, Director, Solution Consulting talks to Sophie Giesen, Senior Manager, Strategic Business Consulting (ANZ) about how Genesys is helping customers move on from their old software and get up-to-date with advanced functionality through special offers for contract changeovers and training that you can access today. Register for this session to hear about: How Genesys has helped over 1200 companies migrate off their legacy solutions How you can get onto your new and advanced platform sooner than you think [mktoform form_type="hot" cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7010d000001GcqSAAS"] Meet the Speakers Sophie Giesen Senior Manager Strategic Business Consulting (ANZ) Genesys Dave Chin Director Solution Consulting Genesys

Best Practice Webinar The Urgency of Cloud Why this technology has suddenly become the burning platform for CX [cutoff co_thick="2px"][webinarschedulesingle]Along with Customer Experience and Artificial Intelligence, Cloud is a topic for conversation in almost every business today. It’s easier than ever to consume traditionally expensive and complex technologies with cloud in the picture. However, even with all its upsides, it can be difficult to get to the heart of tangible changes organisations will have to manage or risks that need to be planned for when considering a move from premise to cloud. Join us for the interactive online session where Sophie Giesen will be catching up with Hendrik Coetzee for a frank discussion about these and other cloud-related topics as well as taking questions from the audience. Join the discussion to learn about: Security, Change Management and cost implications of cloud Right strategies & tools to help you with your decision to make the transition How Genesys is investing in cloud and how to access innovation as a customer [cutoff co_thick="2px"] Meet the Speakers Sophie Giesen Senior Manager, Strategic Business Consulting (Australia & New Zealand) Genesys Hendrik Coetzee  Principal Solutions Consultant Genesys [mktoform form_type="hot" cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7010d000001GYbrAAG" landing_id="69077"]

Winter Release Genesys Winter 2018 Innovations [cutoff co_thick="2px"] As a Genesys customer, you’ve told us that it’s sometimes difficult to get the latest and greatest information on new innovations and platform improvements. We’ve heard you loud and clear, and because of this we’ve been working to simplify sharing and access to information with you - our customers. We’d like to invite you to a special webinar with the product leadership team to hear about the Genesys Winter 2018 Innovations. Winter ‘18 includes a complete view of new capabilities and innovations across the entire Genesys portfolio. This webinar will provide you with an overview of the Winter 2018 Innovations with details on our strategy, and give you access to breakout sessions for each Genesys platform - Genesys Cloud CX, PureConnect and Genesys Multicloud CX - covering key new innovations for each. Janelle Dieken, Senior Vice President of Product Marketing, will cover the Genesys Winter 2018 Innovation spotlight then there are three breakout options with the product leaders who will cover what’s new for Genesys Cloud CX, PureConnect and Genesys Multicloud CX. Join the Genesys product leadership team to hear about the best of what’s new and what’s next from Genesys. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi Senior VP, Product Management Genesys Mimi Nguyen VP, Product Management Genesys Steve Rutledge Senior VP, Product Management Genesys [mktoform form_type="hot" cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" cms_hold="RG" cid_id="7010d000001KfkBAAS" landing_id="20978"]

Frost & Sullivan Webinar Asia Pacific SMB Customer Service Trends Aspirations, Technological Maturity and How to Meet Changing Customer Expectations [cutoff co_thick="2px"][webinarschedulesingle] Customer experience is a top priority for organisations big or small, to stand out in a competitive business environment. Genesys commissioned Frost & Sullivan to survey the Asia Pacific market including over 400 business and IT decision makers in 13 countries. The results of the survey revealed the critical gaps between customer service strategy and actual competencies that may be hindering efforts for great customer experience. Join the webinar to review findings of the research and learn: What is the business imperative of delivering better customer experience What defines a good customer experience How customer service technology is changing, and what SMB contact centres should consider How to bridge the gap between customer service strategy and organisational competencies What are the steps for digital transformation and supporting customers in their channel of choice How to avoid adding siloed technologies, and instead create an integrated multichannel approach How to mitigate the challenges SMBs face in their customer service transformation The key metrics for SMBs when measuring customer experience strategy success [cutoff co_thick="2px"] Meet the Speaker Krishna Baidya Associate Director Digital Transformation Frost & Sullivan Asia Pacific [mktoform cta_header="Register Now" cta_button="Submit" cms_hold="RG" cid_id="7010d000000iYk0AAE" landing_id="68264"]

2019 Trends and Predictions for Customer Experience in Asia Pacific [cutoff co_thick="2px"][webinarschedulesingle]It is essential to business today to stay on top of the latest market changes and technology trends which affect how customers communicate. The exposure people have to new applications, social trends, automation and more, continually raise their expectations for service to new levels, but is customer service technology keeping up? In this webinar we review: How customer experience will evolve in 2019 and beyond What are the technology developments organisations need to be across How the new consumer will lead and influence change in CX direction for companies A crystal ball look into APAC markets like China and the impact local trends have in region and globally How are APAC start-ups disrupting enterprises in tech, service and CX priorities How is automation changing people, business and the market [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Chris Connolly VP, Product Marketing Genesys Jean-Marc Provost Senior Practice Lead, Digital Strategy and CX Transformation, APAC Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="WATCH NOW" cms_hold="RG" landing_id="68037" cid_id="7010d000000mf7j"]

On-demand Webinar [this_page_title] [cutoff co_thick="2px"]Our world is moving faster than ever before in history and this is the biggest revolution we’ve been witness to since the dawn of time. We are swimming in technology, information and change. The challenge today is to make your business more human and cut through the noise. Global Futurist Chris Riddell will unlock fascinating insights into the changing behaviours and expectations of our customers, and how you lead a business into beyond tomorrow. Join the webinar and find out: Megatrends that are defining the next 3 years of human experience Innovation insights that are transforming human behaviour The behavioural traits critical to being a business ‘beyond tomorrow’   About Chris Riddell Chris Riddell is an award winning global futurist and industry recognized inspirational keynote speaker on emerging trends in our hyper connected world. He is a global pattern hunter, discovering and identifying how humans are changing and adapting to high speed change, unlocking insights for businesses and leaders in today’s highly disrupted digital world. [webinarschedule][cutoff co_thick="2px"] Meet the Speaker Chris Riddell Global Futurist [mktoform cta_header="Watch on-demand webinar" cta_button="Watch Now!" form_type="custom" landing_id="67244" cid_id="7010d000000maOs" cust_form_id="8626"]

Market Education Webinar: Fireside chat: Genesys & Google Cloud—shaping the future of contact centre AI [cutoff co_thick="2px"]Blended AI by Genesys™ enables businesses to combine live agents and bot technology to solve customer needs faster. Genesys customers, which include 65 of the world's top 100 global brands*, can now use the simple, secure and flexible Google Cloud Contact Centre AI to implement, train and use new bots in a fraction of the time. This ground breaking integration enables brands to rapidly deploy some of the industry's smartest bots capable of resolving issues faster than ever before, while also improving customer satisfaction, sales, employee efficiency and more. As a result, businesses can more quickly and predictively route inquiries to the customer service resource (human, bot, or a combination thereof) best equipped to resolve the issue. In addition to delivering a high-quality customer experience, organisations can drive efficiencies by automating routing tasks, such as taking payments or checking balances, all while allowing the more complex interactions to be handled by employees.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Adam Champy Cloud Interactive AI Product Lead Google Paul Lasserre VP Product Management, Artificial Intelligence Genesys Chris Connolly Vice President, Product Marketing Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" cms_hold="RG" landing_id="66810" cid_id="7010d000000mZ2Y"]

From Call Centre to Digital Contact Centre: Building your Digital Transformation Strategy [cutoff co_thick="2px"][webinarschedulesingle] A truly digital contact centre redefines the customer experience from start to finish. It’s not just about having the right channels available for customers to use, but integrating technology across the business to provide full customer context with each interaction and leveraging customer data to provide proactive service. This on-demand session discusses, with practical examples, how digital transformation can breathe a new lease of life into your contact centre, including: How to integrate the human touch with digital experiences Driving customer satisfaction through digital transformation Managing channel volume and staffing for new roll-outs Identifying which tools and channels can assist with your digital transformation [webinarschedule][cutoff co_thick="2px"] Meet the Speaker Jean-Marc Provost Senior Practice Lead, Digital Strategy and CX Transformation, APAC Genesys [mktoform cta_header="Get the on-demand webinar" cta_button="Watch Now" cid_id="7010d000000mZ5q" landing_id="67042"]

Analyst Webinar [this_page_title] [cutoff co_thick="2px"]Today, empowered customers demand effective, easy and emotionally appealing omnichannel customer experiences across different customer journeys. However, many organizations are not equipped to deliver on these expectations and, therefore, fail to ensure that the promises that they make in the market and the experiences that they deliver reinforce each other. Genesys recently commissioned Forrester Consulting to conduct a survey with over 500 respondents from Asia Pacific to evaluate the hypothesis that too many companies stifle their own marketing and CX efforts because of uncoordinated technology management. During this webinar, our guest speaker, a Forrester analyst, will dive into the main challenges companies face with their CX initiatives and provide recommendations on how to approach these to deliver improved and a consistent customer experience. Key findings from research will be discussed, including: 81% of companies see omnichannel customer experience as a top strategic priority. Customer experience and marketing are converging. Successful CX transformations require a customer-centric culture. Outdated technology is a major barrier to CX improvements. Modern customer experience technology solutions are on the rise. Industry comparisons such as BFSI, eCommerce/Retail, Healthcare and Pharmaceuticals. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Riccardo Pastò Senior Analyst Customer Experience Forrester Consulting James Walford Director Business Development - Digital and Innovation Genesys [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="65551" cid_id="7010B000001SfVf"]

[this_page_title] [cutoff co_thick="2px"]The term “digital customer experience” is often bandied about, usually when a company is trying to prove that they’re at the cutting edge of innovation. But there’s still confusion identifying what a great digital customer experience looks like. Digital services and operations are raising the bar in every sector. Organizations are trying to find their own customer experience strategies to stay ahead of their competitors and deliver seamless customer experience through digital channels. Watch this on-demand webinar and find out how to maintain your competitive edge and meet your customers’ digital needs. Topics covered include: Factors that make up a frictionless digital customer experience Putting customer experience at the heart of your digital transformation Using social media, apps, mobile and data to create a digital ecosystem Using your digital journey to create faster and more agile customer insights This on-demand session also includes a demonstration on Genesys Proactive Chat, chatbots, Blended AI (Kate from Genesys) and asynchronous messaging.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers James Walford Strategic Director – Digital and Innovation Genesys Hendrik Coetzee Senior Solutions Consultant Genesys [mktoform form_type="hot" cta_header="Watch the on-demand webinar now" cta_button="Watch now" landing_id="65541" cid_id="701U0000000V7GA"]

Analyst Webinar [this_page_title] [cutoff co_thick="2px"]The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms–-as such firms are labelled–-recognise that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. In a global survey of over 550 senior executives that was conducted by MIT Technology Review, respondents were asked to describe their customer experience strategies and operations holistically. The research found that nearly 90% of those identified as iconic firms were managing their customer experience from an omnichannel perspective. It’s no surprise that the firms with an omnichannel customer experience were also twice as likely as others to employ leading-edge technology solutions, such as next-generation self-service, loyalty program management and “voice of the customer” survey analytics. These are just some insights you will get from the webinar. See what these findings mean for your CX strategy against companies around the world. Join us for this webinar and learn: The strategies that differentiate an iconic firm from other businesses Which breakthrough technologies will directly impact CX strategies How strategies vary across regions based on maturity and customer expectations [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Ross O’Brien Senior Contributing Editor, MIT Technology Review Insights Jean-Marc Provost Senior Practice Lead – Transformational Customer Experience CoE, Genesys APAC [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="63611" cid_id="7010B000001SWwz"]

Demo Webinar [this_page_title] [cutoff co_thick="2px"]Your customers want to interact with you in a variety of ways – email, web chat or a phone call. Most cloud contact centre vendors provide point solutions for multichannel requirements. Or, they integrate multiple siloed solutions. PureCloud is a true all-in-one cloud contact centre solution ideal for businesses with up to 150 agent seats. It has all the tools you need to build a world-class contact centre. Watch the on-demand webinar and see a demo of PureCloud by Genesys. See how: Email, chat and phone calls can be handled by any user using a single web-based desktop application Every phone extension can be transformed into a mobile office with follow-me, softphone, conferencing and more Optimise agent performance and scheduling with built-in workforce optimisation, cross-channel scripting and call recording [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Demo Expert, Genesys Daniel Rood Sr Director, Product & Content Marketing Genesys [mktoform cta_header="VIEW THE WEBINAR!" cta_button="VIEW NOW!" ar_status="dynamic" cid_id="7010B000001YU85"]

Analyst Webinar [this_page_title] [cutoff co_thick="2px"]The customer is now back high on the agenda in Asia/Pacific financial institutions. With the right technologies in place, organisations will be in a better position to plan customer engagement to suit the demands of customers – changed by the new world of financial services. In a recent IDC FutureScapes 2018 released by IDC, it is predicted that by 2019, 40% of digital transformation initiatives will use AI services. By 2021, 75% of commercial apps will use AI, and over 90% of consumers will interact with customer bots. Does this mean that customer engagement will take on more and more elements too, and in the process finally fulfil the promise of customer centricity? In this session, IDC Financial Insights explains how the maturation of Artificial Intelligence gives banks and insurers new capabilities never seen before, allowing them to leap into a future defined by meaningful, real-time, and personal customer engagement. Customer Centricity in Asia/Pacific Financial Services in 2018: What Drives the Resurgence, and Implications for Asia/Pacific Financial Services The New "Must-Have" Capabilities in Customer Engagement AI in Customer Engagement: Use Cases, Wins and Best Practices from Early Adopters Getting Started on AI for Customer Engagement: Essential First Steps from IDC Financial Insights [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Michael Araneta Associate Vice President, IDC Financial Insights Dave Giblin Head of Business Consulting, Asia, Genesys [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="64292" cid_id="7010B000001SaNO"]

Genesys Webinar [this_page_title] Featuring Frost & Sullivan and the APAC IoT-enabled-CX Study [cutoff co_thick="2px"]Wednesday, March 22, 2017  11:30AM SGT / 2:30PM AEDT / 9:00AM IST Frost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across 11 countries in the Asia Pacific region to understand how enterprises approached CX and whether they believed the Internet of Things (IoT) had an impact on their business. Interestingly, of respondents that have IoT-enabled-CX initiatives in place, 68% perceived such initiatives to have improved brand equity for their organisations. Yet 40% of all survey respondents are yet to start on their IoT-enabled customer journey. The pressure to meet the expectations of highly connected, digitally savvy customers is driving significant changes across all industries. IoT can enable countless improvements to products and services, and will significantly affect the way businesses engage with customers and employees. During this webinar, industry experts will present: Key findings from the survey, including how leading organisations are turning the IoT concept into reality Why the IoT-centric customer experience (IoT-CX) may be the most important competitive differentiator available to APAC enterprises Ways to address the challenge of promoting a concrete IoT-CX value proposition How you can get started with a clear IoT-CX roadmap [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Manoj Menon Senior Partner & Asia Pacific Managing Director Frost & Sullivan Andrew Milroy Senior Vice President, Digital Transformation Practice, Frost & Sullivan Jean-Marc Provost Head of Digital Solutions, Asia Pacific, Genesys [mktoform cms_hold="RG" cta_header="Don’t Miss Out" cta_button="View Now!" landing_id="54155" cid_id="7010B000001YGz0"]