Genesys G-Summit
Join Genesys in a city near you this January and get inspired for the year ahead by learning the latest in CX trends and technology.
Washington, D.C
January 19, 2023
The Mayflower Hotel, Autograph Collection
1127 Connecticut Ave. NW,
Washington, D.C. 20036
Toronto, ON
January 24, 2023
75 Lower Simcoe Street,
Toronto, ON, Canada, M5J 3A6
Costa Mesa, CA
January 26, 2023
Avenue of the Arts Costa Mesa, A Tribute Portfolio Hotel
3350 Avenue of the Arts
Costa Mesa, CA 92626
Learn how you can deliver world-class customer and employee experiences at G-Summit
It’s more important than ever that organizations deliver a seamless, omnichannel, end-to-end experience for their customers. At G-Summit, you will learn the latest industry trends and best practices you can use to take your customer experience to the next level, including techniques on how to strategize and create value for your customers. You’ll walk away with actionable tactics that you can implement in weeks, not months, to better position your business for the coming year.
Hear from industry experts on the CX trends you can expect to see in 2023 and how using digital, AI, cloud and WEM tools elevate the customer and employee experience.
Participate in interactive breakout sessions for expert insights into creating customer and employee experiences that build loyalty.
Grab a drink and explore the Innovation Lounge, where you can learn more about the latest technology and solutions that can take your contact center to the next level.
Engage with your peers, attend breakout sessions, and see the latest in contact center innovation
EXPERT KEYNOTES
Hands-on workshop: Design your dream contact center
Interactive Breakout Sessions
2023 Trends AND Technology
Innovation Lounge AND Cocktail Hour
Networking Opportunities
Program Agenda:
10:00 am – 10:30 am:
Check-in and Registration
10:30 am – 11:30 am:
Welcome, Opening Keynote and Live Demo
Transform Relationships with Experience Orchestration
Today’s customers value experience more than ever. And digital experiences have quickly become part of everyday life — whether it’s remote work, virtual healthcare or eCommerce. As a result, connected, digital customer service is now a top investment priority for companies of all sizes. Learn how Genesys helps organizations redefine their CX Strategy with experience orchestration and Genesys Cloud CX.
11:30 am – 12:00 pm:
Keynote: 2023 CX Trends
The customer experience landscape is changing at a rapid pace. Customer expectations are rising year after year. And employees are taking a step back to evaluate the importance and role of work in their lives. Hear from a top analyst to learn about the top 2023 CX trends and what you should focus on.
12:00 pm – 1:00 pm:
Lunch
1:00 pm – 1:45 pm:
Breakout Sessions
Breakout 1: Get the Most Out of Digital and AI, Step by Step
Discover how digital and AI work together to deliver THE experience of the future. No matter where you are on your digital and AI journey, we will help you demystify how to evolve your customer experience to meet your customer where they are.
Breakout 2: Create the Future of CX with a Composable Platform
Explore how the Genesys Cloud CX platform can help your teams differentiate faster, adapt easier and architect better by embracing composability. See how to orchestrate services from out-of-the-box product, market, ecosystem and development capabilities–in real time–on a modern API–first cloud architecture.
1:45 pm – 1:50 pm:
Break
1:50 pm – 2:35 pm:
Breakout Sessions
Breakout 1: Advantages of your contact center in the cloud (deployed in 30 minutes!)
The right cloud contact center software makes providing great customer experiences easy. Join this interactive session where we deploy a live instance of Genesys Cloud CX. See how it can scale to include digital, artificial intelligence and workforce engagement management capabilities with a single open platform.
Breakout 2: Optimize Contact Center Experience and Performance with Customer Journeys
Companies expect contact center leaders to deliver the exceptional experiences that customers demand, while simultaneously reducing cost and driving long-term growth. Discover how using a customer journey-based approach can improve performance, reduce costs and increase customer and employee satisfaction by enabling you to quantify the impact of contact center experiences on business outcomes and deliver consistent, high-quality omnichannel experiences.
2:35 pm – 2:45 pm:
Break
2:45 pm – 3:30 pm:
Breakout Sessions
Breakout 1: Unleash Employee Superpowers with Workforce Engagement Management Solutions
Delivering exceptional experiences doesn’t stop with the customer – today’s employees expect them, too. Discover how to Unleash Employee Superpowers to reduce employee turnover and improve customer satisfaction. Leverage the power of a suite of WEM solutions including Quality Management, Speech & Text Analytics, Forecasting & Scheduling to Performance Management to drive your business results.
Breakout 2: Onwards and Upwards: Modern contact center solutions to power modern contact centers
Join this session to learn the key questions to ask vendors when evaluating cloud solutions, how to ensure your team is prepared for a potential migration to the cloud, and how to maximize value and reduce disruption when moving to the cloud.
3:30 – 5:00 pm:
Innovation Lounge & Happy Hour
Grab a cocktail and tour the innovation lounge where you can demo and learn more about Genesys solutions such as Genesys Cloud, WEM, Digital and AI, Journey Management and more. Plus, we’ll have several partners on hand sharing the latest in CX technology. Stick around for a raffle prize drawing to close out the day!
Speakers:
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Elcenora Martinez SVP, Product Marketing, Genesys |
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John Clark VP, Engage Product Marketing, Genesys |
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Josh Goldlust VP, Product, DX Platform, Genesys |
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Rebecca Wettemann CEO and Principal, Valoir |
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Chris Thalassinos Senior Partner, Communications Intelligence Group |
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Sergio Coretti VP, Business Consulting, Genesys |
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Steve Offsey VP, Marketing, Pointillist |
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Ginger Conlon Thought Leadership Director, Genesys |
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Nathalie Thompson Director, Product Marketing, Genesys |
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Roe Jones Director, Product Marketing, Genesys |
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Annick Duffy Global WEM Knowledge Hub Leader, Genesys |
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Rebecca Roberts Sr. Director, Product Marketing, Genesys |
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Huiyan Wong Sr. Director, Product Marketing, Genesys |
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Jason Alley Sr. Director, Product Marketing, Genesys |
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Lindsey Bonanni Sr. Product Marketing Manager, Genesys |
Jane Hendricks
Sr. Product Marketing Manager, Genesys
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Sam Rector Sr. Product Marketing Manager, Genesys |
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Jeff Whitt Solutions Lead, WEM, Genesys |
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Nathan Kemp Solutions Consultant, Genesys |
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James Walford Strategic Sales Specialist, Pointillist |
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Ian Felder Sr. Product Marketing Manager, Genesys |
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Tim Friebel Strategic Sales Specialist, Genesys |
Thank you to our sponsors:
