Webinars

4/4 Digital & AI in CX webinar series: Q&A discussion: Digital and AI in CX – Deep dive [cutoff co_thick="2px"][webinarschedulesingle]In this final installment of our Digital & AI in CX Series, the Genesys experts are here to answer common questions on the subject matter, deep diving into topics that have proved to be most contentious. Take this opportunity to put your questions directly to the experts and get the answers you need to: Determine the right digital channels for your organisation Design seamless customer journeys Increase digital engagement Use AI to understand customer pain points Deliver personalised CX across digital channels Improve first-contact resolution and reduce cost to serve Plus we will show you how Digital and AI capabilities work together to improve customer-agent interactions and delight the right customers at the right time with the best offers or advice. Join us to experience the power of Genesys Digital & AI capabilities with a demonstration of: Predictive Engagement Messaging Predictive Routing Bot Flows and more [cutoff co_thick="2px"]This is the forth webinar in our Digital & AI in CX Series, designed to bring you the no-nonsense, no-jargon information you need, for 30-minutes every week throughout October. The content is tailored to the Asia-Pacific CX landscape and presented by subject matter experts in the region. Join us live on Wednesdays over coffee or lunch, or catch up on-demand at a time that suits you. Register for the rest of the series: 5 October: Why your digital transformation strategy will most likely fail (and how to stop it) – learn more 12 October: Why you shouldn’t focus on technology when evaluating conversational AI for your business – learn more 19 October AI in CX: You’re biased, and you don’t even know it – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001YqhrQAC"] Meet the Speakers James Walford Innovation Lead - Conversational AI Genesys Jarryd Tuyau Senior Solutions Consultant Genesys Carl Jones Director, Digital Engagement AI Genesys Julian Tass Solutions Consultant Genesys

3/4 Digital & AI in CX webinar series: AI in CX: You’re biased, and you don’t even know it [cutoff co_thick="2px"][webinarschedulesingle]Artificial intelligence (AI) has become a core component in delivering personalised customer experience at scale, but it can only be as well-rounded and inclusive as the data it uses. Organisations need to be conscious of bias, and follow best practices to ensure the use diverse data sets and inclusive training data. In this session, we’ll explain what you need to be aware of to avoid bias in AI and we’ll walk through some examples of bias and why major companies often get it wrong. This webinar will explore: What is bias in AI? What are the causes? What are the consequences? How can we minimise bias in AI? [cutoff co_thick="2px"]This is the third webinar in our Digital & AI in CX Series, designed to bring you the no-nonsense, no-jargon information you need, for 30-minutes every week throughout October. The content is tailored to the Asia-Pacific CX landscape and presented by subject matter experts in the region. Join us live on Wednesdays over coffee or lunch, or catch up on-demand at a time that suits you. Register for the rest of the series: 5 October: Why your digital transformation strategy will most likely fail (and how to stop it) – learn more 12 October: Why you shouldn’t focus on technology when evaluating conversational AI for your business – learn more 26 October Q&A discussion: Digital and AI in CX – Deep dive – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001YqhmQAC"] Meet the Speaker James Walford Innovation Lead - Conversational AI Genesys

2/4 Digital & AI in CX webinar series: Why you shouldn’t focus on technology when evaluating conversational AI for your business [cutoff co_thick="2px"][webinarschedulesingle]With ‘Conversational AI’ fast reaching the buzzword status, it’s easy to assume that successfully implementing a chatbot or voicebot revolves around simply picking the right technology and plugging it in. However, we’re here to burst that bubble… Successfully deploying conversational AI-powered bots in your business should revolve much less around the technology itself and more around how you approach the project as whole. In this session, we’ll draw on experiences of helping organisations of all sizes across a wide spectrum of industries with their conversational AI projects, to take you through all the steps you need to consider. We’ll tell you what works (and what doesn’t) and what to look out for along the way. Join us to get jargon-free guidance on: Where to start Getting your stakeholders on board Setting expectations and measuring success Selecting use cases Designing conversations Blending bots and humans in a single interaction [cutoff co_thick="2px"]This is the second webinar in our Digital & AI in CX Series, designed to bring you the no-nonsense, no-jargon information you need, for 30-minutes every week throughout October. The content is tailored to the Asia-Pacific CX landscape and presented by subject matter experts in the region. Join us live on Wednesdays over coffee or lunch, or catch up on-demand at a time that suits you. Register for the rest of the series: 5 October: Why your digital transformation strategy will most likely fail (and how to stop it) – learn more 19 October: AI in CX: You’re biased, and you don’t even know it – learn more 26 October Q&A discussion: Digital and AI in CX – Deep dive – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001YsDg"] Meet the Speakers James Walford Innovation Lead - Conversational AI Genesys Carl Jones Director, Digital Engagement AI - ANZ Genesys

1/4 Digital & AI in CX webinar series: Why your digital transformation strategy will most likely fail (and how to stop it) [cutoff co_thick="2px"][webinarschedulesingle]In the past few years, most organisations have undertaken digital transformation projects of various sizes and scope. However, research shows that the vast majority of these projects fail, somewhere in the range of 70% to 95% depending on which study you rely on.* So why is this such a common trend, and how can you ensure your customer experience digital transformation project doesn’t join this club? This session will look at the most common pitfalls businesses experience when implementing Digital and AI technologies into their existing customer experience ecosystem, and what you can do to avoid them. We’ll explore how to build your CX transformation strategy to successfully: Capture and utilise customer intent to design seamless customer journeys Engage customers with the right experiences at the right time on every channel Maintain personalised engagement throughout the customer journey Equip agents with the knowledge to be subject matter experts * Source: Forbes: 12 Reasons Your Digital Transformation Will Fail[cutoff co_thick="2px"]This is the first webinar in our Digital & AI in CX Series, designed to bring you the no-nonsense, no-jargon information you need, for 30-minutes every week throughout October. The content is tailored to the Asia-Pacific CX landscape and presented by subject matter experts in the region. Join us live on Wednesdays over coffee or lunch, or catch up on-demand at a time that suits you. Register for the rest of the series: 12 October: Why you shouldn’t focus on technology when evaluating conversational AI for your business – learn more 19 October: AI in CX: You’re biased, and you don’t even know it – learn more 26 October Q&A discussion: Digital and AI in CX – Deep dive – learn more[mktoform cta_header="Register" cta_button="Register Now" ar_status="Event" cms_hold="RG" cid_id="7011T000001YqhXQAS"] Meet the Speakers James Walford Head, Conversational AI - NA and LATAM Genesys Dave Flanagan Director, Digital & Conversational AI - ANZ Genesys