Born in the Cloud
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03/25–28/2024
Enterprise Connect 2024
Orlando, FL
Build your AI, Communications and CX Future
Join the enterprise IT community to exchange knowledge, network and explore new technologies and strategies for communications and collaboration. Now is the time to make sure your plans address the needs of your business today and in the future. Visit Genesys in booth 811 to learn how Genesys is the leading AI-Powered Experience Orchestration platform for personalized, end-to-end experiences at scale.
Gaylord Palms Resort & Convention Center
Gaylord Palms Resort & Convention Center, West Osceola Parkway, Kissimmee, FL, USA
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Register now with unique Genesys code GENESYS to receive $700 off of your “4-day Conference” or “3-day Conference” pass.
Visit Genesys Booth #811 | Listen to Genesys Executives & Customers | Engage with the Enterprise IT Community
Every company is in the people business. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operation improvements.
All-in-one Platform
Genesys Cloud unifies customer and agent experiences across phone, email, chat, text and social channels.
Agenda
Monday, 25 March 2024
08:00 am – 08:45 am
Job Shifting: Where and How AI is Eliminating & Adding CX Positions
For years, a key concern about AI is that it would take jobs from people. Though we have not yet seen evidence of layoffs because of AI, we have measured hard data on how it will impact hiring moving forward. During this session, you’ll learn:
- How is AI affecting hiring practices in the contact center?
- What types of AI have the most profound impact on staffing?
- Is generative AI causing layoffs?
- What new jobs will emerge because of AI, and why?
- What can you do to ensure your enterprise is well-positioned as AI adoption grows?
09:00 am – 09:45 am
Harness the Power of Data for Your CX
As AI revolutionizes customer service operations, the path to success lies in harnessing the power of data, and over the past year, the industry has recognized that the future of Contact Center as a Service (CCaaS) hinges on becoming data-centric. Contact centers are already sitting on a gold mine of recordings, transcripts, and interaction records. Now technology providers need to transform these troves into data platforms. Enterprises are also on a quest to consolidate customer data into data warehouses and data lakes, and contact center data must fit into this broader enterprise data landscape.
Our expert panel of industry leaders will help you understand what CX data platforms entail. You will gain insights into development strategies, integration with enterprise data frameworks, and what questions to pose to your providers. This session will equip technology and business executives with a checklist of essential questions and considerations to future-proof their reference architecture and make informed technology investments. Join us for an engaging session led by a leading CX industry analyst.
Takeaways:
- Where do the most important customer data stores currently reside, and what does it take to connect them?
- How should the need to be data-centric drive your larger CX architecture, strategy, and investments?
- What is the impact of data integration on the effectiveness of AI features and functions deployed with the goal of improving CX?
09:00 am – 09:45 am
Case Studies: Keeping Major Contact Center Projects on Track
If you have a CCaaS migration or other major contact center project on the horizon – or under way – you need to attend this session, where you’ll hear a panel of your peers talk about the biggest obstacles they faced and how they overcame those challenges. From stakeholder management to integration challenges to meeting a looming deadline, the panelists will describe the battles they fought, the solutions they came up with, lessons learned, and plans for the future. Join this group of contact center technologists and gain the insights you need for your own projects.
Takeaways:
- The main stakeholders in a major contact center project, and what are the challenges in partnering with these organizations?
- Integration challenges you could face, and how to manage third-party integrators
- How to ensure you meet key delivery milestones, and make sure you can deliver a minimum viable product on schedule
02:00 pm – 02:45 pm
Keynote Panel: Is Gen AI Already Delivering Business Value to Enterprise CX?
Contact center and customer experience solution providers have spent the past 20 months feverishly expanding existing AI applications and building new ones, in response to the massive interest touched off by ChatGPT’s November 2022 debut. As early as summer 2023, market leaders were bringing generative AI-enhanced conversation summarization, intelligent virtual assistant, and agent assistance solutions to market.
In this session, the industry’s leading contact center analyst, joined by top thought leaders in the space, will discuss whether the generative AI CX solutions deployed to date have begun driving positive business outcomes, and what it will take for generative AI to truly change the CX game. You will come away with a fuller view of the strategic issues facing your contact center as it plans AI deployments in the coming 12 months and beyond.
Takeaways:
- Is automation of customer interactions the primary goal of companies pursuing AI deployments, or are applications that support agents equally important?
- Can companies that still operate on-premises contact center solutions take advantage of generative AI advancements? Is CCaaS a prerequisite for incorporation of AI into CX?
- What kind of innovation should today’s CCaaS customers be looking for from their existing vendors? How should they evaluate whether it is time to move to a solution more aggressively building on generative AI?
03:00 pm – 07:00 pm
Genesys Booth #811
The Genesys Cloud™ platform is a seamless, all-in-one contact center solution that allows you to power deeply connected experiences, but don’t just take our word for it. Discover all that you can do with Genesys Cloud by stopping by our booth for a live demo!
Tuesday, 26 March 2024
08:00 am – 08:45 am
Contact Centers/CX 2027: What Will Drive the Market?
AI will continue to grow in importance to contact centers/CX over the next three years, as will migrations to CCaaS. But it’s the underlying trends in customer care that will determine exactly how you should plan and pace your strategic investments over the medium term. In this session, a leading industry analyst will present research that will help you understand where the trends are headed – and how technology decisions will be affected – when it comes to agent workforces, operational efficiencies, revenue demands, and customer experiences. You’ll learn how technologies like AI, CCaaS, and WEM can be effective in achieving business objectives in CX – and where they’ll come up short. You’ll leave with a clearer idea of how to plan your strategic contact center roadmap.
Takeaways:
- What business needs will be driving AI adoption in 3 years, and how well will the state of the art in AI be able to meet these needs?
- What factors will drive CCaaS adoption, and how extensive will the migration be by 2027?
- What changes will the agent workforce undergo in the next 3 years, and what technologies and strategies will be needed to respond to the evolution?
- Will enterprises see a business driver for integrating their UCaaS and CCaaS systems, and will this lead to adoption of single-vendor platforms for both capabilities?
12:00 pm – 06:00 pm
Genesys Booth #811
The Genesys Cloud™ platform is a seamless, all-in-one contact center solution that allows you to power deeply connected experiences, but don’t just take our word for it. Discover all that you can do with Genesys Cloud by stopping by our booth for a live demo!
02:20 pm – 02:40 pm
Solutions Spotlight Theater: Your Future CX Success Starts Now. Here's How
Leading organizations are thinking differently about the future. They’re thinking more strategically about the power of CX to impact business outcomes and more cohesively across journeys. Join Genesys as we look beyond current trends and explore the horizons of transformation that will occur in customer experience.
We’ll share findings from the “Customer Experience Horizons” report by MIT Technology Review Insights and Genesys that reveal how CX leaders are rethinking…
- The future of customer experience
- The value proposition for CX employees
- The evolving role of the contact center
Wednesday, 27 March 2024
12:00 pm – 05:00 pm
Genesys Booth #811
The Genesys Cloud™ platform is a seamless, all-in-one contact center solution that allows you to power deeply connected experiences, but don’t just take our word for it. Discover all that you can do with Genesys Cloud by stopping by our booth for a live demo!
02:00 pm – 02:45 pm
How CX and EX Integration Can Boost Your Business Outcomes
Tighter integration between customer experience (CX) and employee experience (EX) systems is emerging as a strategic imperative for organizations, offering benefits from retention and loyalty to innovation and problem-solving among frontline, back-office, and customer-facing workers. But how do you achieve this integration, and how does the enterprise leverage it to secure the promised benefits? In this session, two leading analysts will describe the tools and platforms that must be part of this integrated strategy, and what IT must do to deliver functionality to support the strategy. The speakers will offer suggestions for building better cohesion between CX and EX, to deliver benefits such as cost optimization and enhanced customer experience.
The analysts will share data insights from their reports and research on CX and EX, review some survey highlights, and share some imperatives for successful integration. You’ll come away with a better understanding of how your peers are confronting challenges that may stall CX and EX enhancement and integration, and what you can do to adapt and improve within your own enterprise.
Takeaways:
- Why integrating employee and customer experience creates a competitive advantage
- The factors shaping the integration of EX and CX
- Strategies for creating integration and collaboration
- The importance of streamlined data-driven insights
- How workflow automation and orchestration platforms enable CX and EX integration
- How to overcome cultural hurdles in integrating EX and CX
Speakers
Brett Weigl
SVP and GM for Digital, AI and Journey Analytics
Brett Weigl is SVP and GM for Digital, AI, and Journey Analytics at Genesys. Brett specializes in helping our customers and partners to orchestrate experiences at scale with innovative solutions across the Genesys Cloud CX platform.
Joe Smyth
SVP of R&D, Digital & AI
Joe Smyth is SVP of R&D at Genesys. He leads a team of engineers and AI experts in building Conversational & Predictive AI and Digital Messaging for the Genesys Cloud platform.
Josh Goldlust
VP of Product Management for Digital Platform
Josh Goldlust is Genesys’ VP of Product Management for Digital Platform, with responsibilities across agent experience, self service, AI and digital channels.
Rakesh Tailor
VP of Product Management for Workforce Engagement
Rakesh Tailor is Vice President of Product Management for Workforce Engagement Management for Genesys Cloud, which includes Recording, Quality Management, Speech & Text Analytics, Workforce Management and Employee Development and Engagement capabilities.
Nathalie DeChellis
Senior Director, Product Marketing
Nathalie DeChellis is SrDirector of Product Marketing at Genesys. Her experience spans across industries, from politics to consumer goods to software.
Luis Fajardo
Chief Information Officer, Life Extension
Luis Fajardo serves as the Chief Information Officer at Life Extension, a pioneer in the dietary supplement industry that is committed to finding new ways to empower people to live healthier, richer lives.
Gaylord Palms Resort & Convention Center
Gaylord Palms Resort & Convention Center, West Osceola Parkway, Kissimmee, FL, USA
