Customer Contact Week 2022

Las Vegas, NV

Discover consistent and personalized experiences across all channels and customer interactions

Join Genesys at Customer Contact Week (CCW) to gain access to the in-depth, objective insights your organization needs to move forward this June 20-23, 2022 in Las Vegas!

Caesars Forum

3655 South Las Vegas Boulevard, Las Vegas, NV 89109, USA

Get directions

Join us in Vegas!

Visit the Genesys Pavilion | Listen to Genesys Customers & Experts | Interact with the CCW Community

Customers interact with brands across a spectrum of channels, and the companies that understand this are equipping themselves to deliver consistent and personalized experiences across all channels and customer interactions. Genesys experience orchestration lives at the intersection of human empathy, people-centric innovation and business viability. Your customers expect self-service digital channels and frictionless support while your employees value insights and context into customer issues combined with real-time knowledge to help accelerate successful resolution. Genesys delivers all this and more with a set of AI-infused, scalable and resilient platforms, that allow you to put a brain around your business and a heart around your customers.

Unlock your digital potential

Automate and personalize experiences at scale, with a single solution that brings the best of artificial intelligence (AI) chatbots and human support together. So, your customers and employees get what they need the first time, every time.

Deliver exceptional experiences and solve problems faster with the Genesys DX™ offering.

Elevate the employee experience

Build a company culture employees love. Delivering exceptional experiences doesn’t stop with the customer — today’s employees expect them, too. Workforce engagement management (WEM) makes it easy to create great employee experiences. WEM focuses on the human side of your contact center to improve employee engagement. And it simplifies operations while increasing efficiency.

Deliver effortless, connected and personalized experiences

Measure, monitor and orchestrate customer journeys with the Pointillist Customer Journey Management Platform™ to optimize CX and improve digital containment, contact center performance and more.


Wednesday, 22 June 2022

11:00 am

Start your digital conversation anywhere and take it everywhere

The shift to digital has increased transactional volumes across digital channels, but customers interact with your brand, not your channels. Are you able to provide consistently delightful and contextual experiences regardless of the channel? In this session, we will discuss best practices to contextualize your customers interactions as the move through your self-service journeys or engage in assisted service interactions. Learn how to digitally empower your customers and employees.

Elcenora Martinez, SVP, Product Marketing, Genesys

01:45 pm

What’s the secret to chatbots customers (and CXOs) love?

While chatbots lower the cost of service, some lower the quality of service as well. How can you automate conversations without losing the human touch? In this session, we will provide practical guidance in how to design, create, deploy, measure, and optimize customer-centric chatbots. We will share examples, innovations, best practices, and insights to help you:

  • Make a case for (or against) chatbots
  • Prepare your team for chatbots
  • Start designing chatbots
  • Optimize existing chatbots

Jane Hendricks, Sr. Product Marketing Manager, Genesys

Thursday, 23 June 2022

11:00 am

Building CX your way

The world’s most iconic brands stand out from the crowd—they are one-of-a-kind. They create opportunities and solve problems that matter most, that align with their brand values and infuse their unique personality. In this session, we will discuss how to bring myriad CX systems together and discover how personal, dependable, and efficient business can be when we make data generated from one interaction available for application across the value chain.

John Clark, Global VP, Product Marketing, Genesys

01:45 pm

How to Engage Employees in an Increasingly Virtual World

How can you engage employees in an increasingly virtual world?  Join us to hear how to leverage capabilities available today, to meet the expectations of increasingly scarce and demanding employees that have an unlimited number of career opportunities.  You will hear how to incorporate analytics and gamification as foundational elements of your approach and bring virtual teams closer together. Accelerate employee performance to new levels through empathetically “nudging” their behaviors to attain business goals.

Michael Logan, Senior Strategic Sales Consultant, Genesys


Elcenora Martinez

SVP, Product Marketing, Genesys

Jane Hendricks

Sr. Product Marketing Manager, Genesys

John Clark

Global VP, Product Marketing, Genesys

Michael Logan

Senior Strategic Sales Consultant, Genesys

Caesars Forum

3655 South Las Vegas Boulevard, Las Vegas, NV 89109, USA


Smiles Cafe

Grab a cup of coffee, a snack or simply grab a seat and network Genesys and our partners inside the Genesys Pavilion.

Smiles Workshop

Personalize your experience by creating a live custom eco tote in our workshop inside the Genesys Pavilion.

Smiles for Miles

It’s simple. Pose in front of one of the Genesys “Smiles for miles” stations – share it on social and you’re entered to win a $500 Southwest gift card!