General Session

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The Genesys Vision: Tony Bates, Mark Turner, Friedbert Schuh

Tony Bates, CEO of Genesys, will share a vision for Genesys and the customer experience market in the future.

Genesys customer spotlight: Lowell Financial Services

Hear from Holger Taubmann how Lowell Financial Services is combining artificial intelligence and human intelligence to improve the customer and employee experience.

Genesys customer spotlight: Kiwi.com

Learn how Kiwi.com doubled their sales year over year without increasing costs or headcount. Eliška Dočkalová will discuss their journey to cloud, resulting in the delivery of omnichannel experiences and increased efficiency.

Genesys product keynote, Peter Graf

There’s never been a better time to be a Genesys customer. With innovations in artificial intelligence (AI), digital and the cloud, new capabilities improve customer and agent experiences. Whether your contact center is in the cloud or on-prem today, the Genesys Cloud strategy fuels the speed to innovate. Genesys Chief Product Officer Peter Graf will share a vision for AI-powered customer and employee journeys.

Keynote speaker: Dave Carroll, United Breaks Guitars

The music video “United Breaks Guitars” set a precedent for customers using social media to expose bad customer service. What has the industry learned since then to help employees with decision making in the moment? Dave Carroll, songwriter, author and speaker, will share a view on why empowering people to deliver moments of connection is so important in a digital world.

CX Heroes

Every day, customer service representatives take ordinary moments and create extraordinary experiences. They make every moment count and, in doing so, touch the lives of people they don’t even know. That’s why they are CX Heroes — and we celebrate their stories.

09:00 – 10:30

Genesys customer spotlight: Heineken

Hear how Julie Wilson of Heineken UK has been driving a customer experience vision into action, resulting in on-time orders, increased NPS and new ways to help customers on their channels of choice.

The next conversation: Powering customer conversations with Google Cloud AI

You can enable transformational experiences by understanding what customers are saying and typing. Human-like understanding and speech capabilities can be applied across every industry and every channel — whether it’s in your contact center, apps or internet of things products. In this session, attendees will learn how the Google Cloud Dialogflow Enterprise Edition and the Cloud Contact Center AI partner program support the creation of rich, natural-sounding, powerful conversational experiences. Matt Jones, Product Manager of Google Contact Center AI, will also discuss how to easily integrate conversational AI into your existing technology and workflows — no machine learning experts needed.

10:00 – 11:00

Workforce of the future discussion

Each interaction with a customer is a moment that matters. While AI and automation create efficiencies and cost savings, the power of a human connection at the right moment builds customer loyalty. Learn how leading organizations empower and guide their teams to be at their best with customers and how they build workforces of the future with diverse skills and perspectives.

Keynote speaker: Huib van Bockel

Most organizations want to know how to get customers to love them more. Huib van Bockel, founder of Tenzing, former head of Marketing at Red Bull Europe and author of The Social Brand, makes the case for shifting that focus. Make every moment count by planning how your organization can do more for the people who matter most to you — your customers.

CX Heroes

Every day, customer service representatives take ordinary moments and create extraordinary experiences. They make every moment count and, in doing so, touch the lives of people they don’t even know. That’s why they are CX Heroes — and we celebrate their stories.

13:30 – 14:45

Take a sneak peek.

G-Summit Europe is packed with sessions you don’t want to miss. Here’s a quick preview.

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Genesys Chief Product Officer Peter Graf on transforming your CX with Genesys Cloud

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Genesys CEO Tony Bates on the moments that define the customer experience.

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Genesys Chief Product Officer Peter Graf on combining AI and the human touch.

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Dave Carroll – CX expert, G-Summit keynote speaker – on the importance of every contact.

Stay connected: #GSummit19

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