Chief Executive Officer, Genesys
Tony Bates is the chief executive officer of Genesys. He leads the company’s strategy, direction and operations in more than 100 countries and oversees a global team of more than 5,000 employees.
Tony has decades of experience steering business-to-business and business-to-consumer companies through major market transitions and rapid scaling. A passionate technologist at heart, Tony began his career in network operations and internet infrastructure, teaching himself to code during his daily train commute. He swiftly gained the business acumen to advance into trusted executive roles at some of the world’s most respected global SaaS companies.
Career highlights include leading Cisco’s Service Provider business, growing its Enterprise and Commercial division to more than $20 billion in annual revenue and serving as CEO of Skype, where he was responsible for expanding the business to over 170 million connected users. Once Skype was acquired by Microsoft, Tony became president where he was responsible for unified communications before serving as executive vice president of business development and developers.
In addition to his role at Genesys, Tony continues to serve on the board of directors at both VMWare and eBay.
Chief Product Officer, Genesys
Peter is the chief product officer (CPO) of Genesys, driving the global product vision and innovation strategy. He oversees software product management, engineering, cloud operations and product delivery across the company’s industry-leading customer experience platform.
Peter has held a variety of executive leadership positions in operations, development, sales, marketing and services throughout his 25+ years in the global enterprise software industry. His extensive background includes deep expertise on emerging technologies such as artificial intelligence.
Prior to Genesys, Peter served as CPO for Sungevity, a market-leading solar electricity company. Earlier in his career, Peter held multiple senior leadership roles with multinational software corporation SAP, including serving as the executive vice president and general manager of Sustainability Software.
Peter earned a doctorate in computer science from Universität des Saarlandes and a master’s degree in computer science and economics from Technische Universität Kaiserslautern in Germany.
Executive Vice President of Global Sales and Field Operations, Genesys
Mark Turner is the executive vice president of global sales and field operations. He is responsible for the company’s global commercial activities, field sales and channel operations.
Mark joined Genesys in 2003. Prior to Genesys, Mark served as vice president of EMEA for Commerce One and as chief executive officer of Aspelle. Prior to that, Mark worked in sales management at Ingres and Software AG, before joining Sybase as managing director of the UK.
Mark holds a bachelor’s of science degree with honors in Engineering from the University of Surrey and an MBA from Cranfield University in the UK.
Former CMO, Red Bull Europe & Founder of TENZING
Huib van Bockel is founder of TENZING, a 100% natural energising drink and former Head of Marketing at Red Bull in Europe. From 2006-14, Van Bockel was at Red Bull where he played a key role in the transition from an energy drink business to a media business. He led many of Red Bull’s largest projects including Revolutions in Sound, Air Race Ascot and Danny Macaskill’s Imaginate. In the UK he helped pioneer the current set-up of the Red Bull Media House, launching a magazine, TV channel, and significantly helped grow the digital and social presence of the brand.
Van Bockel started career as a management trainee at Unilever where he received six years on-the-job expertise and training. He then moved to MTV Networks and gained invaluable experience in traditional and new (social) media, and was responsible for one of the world’s first social networks.
He is seen as one of the new marketing thought leaders where brands should behave
more like publishers then traditional marketers. His book, The Social Brand was published in 2014, a blue print on how to succeed in the new social era.
Van Bockel was voted one of the top 100 CMOs by HotTopics (2015), one of the top 100 best marketers (2014, 2015) by Campaign Magazine, one of the top 100 innovators (2015) Marketing Magazine and one of the top 50 Global Social Media Influencers 2016.
Songwriter, Author and Speaker, Dave Carroll Music
Dave Carroll is a Canadian songwriter, author, social media pioneer and the creator of a one-in-a-billion story, United Breaks Guitars. His $150 YouTube music video about his broken instrument and the airline that failed to right its wrong empowered consumers. The video sent ripples across the global business community after United Airlines stock dropped by $150 million in market value. Today, it endures as a case study within a wide and diverse range of organizations.
Dave’s areas of expertise are customer experience, branding and compassionate storytelling, but his infectious ability to connect with audiences has generated invitations to speak in over 30 countries. His music, down-to-earth sense of humor and insightful experience have made Dave a masterful teller of stories that unite, motivate and start movements.
Chief Information Officer, Harambee Youth Employment Accelerator
Evan Jones has been the Chief Information Officer at Harambee Youth Employment Accelerator since he joined in 2015. In his time at Harambee he has set up a world class contact center that has won both a 2018 Genesys Global Customer Innovation Award and the 2019 Global Impact Sourcing Award with IAOP. Additionally, he has led a world-class cloud-based digital transformation that has been recognized and showcased at the international 2018 Google Next conference. He has served for many years as a board member on South Africa’s Global Business Services Association, BPeSA (Business Process Enabling South Africa), both in the Western Cape and Gauteng, and was recently appointed as the National Chairman.
Evan joined Harambee from Webhelp, a French/UK-based global BPO operator, where he served as COO to rapidly scale South African operations to nearly 2,000 staff in sites across Cape Town, Durban and Johannesburg. Previously, Evan worked with Discovery Health to transition and operate their North American operation, Destiny Health. Prior to that he was at TalkTalk (Carphone Warehouse) where he was responsible for the company’s offshore (UK & South Africa) contact center outsourced relationships, managing five outsourced partnerships covering 3,500 staff undertaking various BPO functions. Evan has also served as the Director of Operations for Merchants South Africa, managing the country’s largest outsourced operations across various verticals and geographies. Evan has personally been responsible for many of South Africa’s early adopters of offshore BPO solutions and has been known to design, transition and operate most of the country’s premier BPO operations.
Senior Vice President, Europe, Middle East and Africa, Genesys
Friedbert Schuh is Senior Vice President of Europe, Middle East and Africa for Genesys. He is responsible for commercial activities in the region, including sales, channel management, delivery and customer satisfaction. Friedbert joined Genesys in 2014 and was previously the vice president of sales for the DACH region. Prior to joining Genesys, Friedbert worked for Infor and Lawson Software where he held various roles in sales and management. Friedbert holds a degree in business administration from the VWA Koblenz.
Head of Customer Hub & Customer Experience, Heineken UK
Julie Wilson is the Head of the Customer Hub & Customer Experience in Heineken UK. She is responsible for the UK contact centre operations and the entire Heineken UK customer journey, from barley to bar. Since joining Heineken, Julie has driven the sales-led on-trade business to really focus on customer experience. She ensures that customers who love the Heineken brands receive an experience that matches the quality of the products, driving repeat business directly with Heineken.
Julie joined Heineken in April 2018 with over 30 years of contact centre experience. Working for industry giants such as Sky, British Gas and ACCA, Julie was renowned for her inspiring, people-focused leadership and her passion for delivering world-class customer experience.
Product Manager, Google
Matt Jones is a Product Manager on the GoogleConversational AI team. He leads all Agent Assist features within the Google Contact Center AI product. Prior to Google, Matt worked as a product manager at Spotify, a machine learning engineer at Second Spectrum (sports technology), an engineering lead at TripleLift (advertising technology), and a consultant at Deloitte Consulting. Matt earned an MBA and a master’s degree in Computer Science from Stanford University and a bachelor’s degree in Business Administration from the University of North Carolina at Chapel Hill.
Business Consulting Director, Genesys
Noelia Romanillos has spent more than 20 years in the customer experience arena, with a focus on strategic business analysis and customer experience relationships powered by Genesys and customer relationship management (CRM) systems. As a sales and services consulting professional, Noelia has worked with many of Europe’s largest and most sophisticated organizations on solutions spanning multiple industry verticals. Noelia holds a bachelor’s degree in telecommunications engineering from Universidad Politécnica de Madrid and a master’s degree in customer experience from Escuela de Organización Industrial.
Director of Customer Experience, Kiwi.com
Eliška Dočkalová is the Director of Customer Experience at Kiwi.com. She has played an integral part in the company’s success story in the area of customer service since joining the company in 2015, helping to transform it into industry-leading support.
When leading the Complaints team, Eliška drove a decrease in the number of complaints received and increased customer satisfaction ratios for Kiwi.com passengers and main partners. She then led the Kiwi.com Guarantee team. Eliška made sure Guarantee operations, a unique product on the self-connect market, which protects customers from flight delays, cancellations and schedule changes, and covers food, drink and accommodations when necessary, were served in time and the impact on a customer’s disrupted journey was minimal.
In 2018, Eliška led the Customer Service Innovation team, focusing on operational excellence, improvements within the self-service area and helped increase the self-service rate with the introduction of the Kiwi.com voice assistant and smart FAQs.
Before working at Kiwi.com, Eliška worked for Rinck Travel Arrangements, Voyage de Luxe and private business jet charter and aircraft management company, NetJets. At these companies, she focused on customer service across both hospitality and aviation.
As Director of Customer Experience, Eliška is now focused upon building a long-term customer experience strategy. She is concentrating upon ensuring Kiwi.com is customer-centric and is driving further improvements to the delivery of excellent customer experience.
Managing Director, Lowell Financial Services
Holger Taubmann is the Managing Director of Lowell Financial Services. He brings a tremendous amount of leadership experience to Lowell. At Amadeus, he held numerous roles between 1997 and 2016 at the country, regional and executive board level as the company developed to a truly global player that has been listed at the Madrid stock exchange since 2010. During 2017 and early 2018 he advised AERTICKET AG in Berlin in its business and technological evolution. He performed similar duties for a Barcelona-based and VC-backed software company where he then became CEO and led the initial transformation.
Managing Director & Global Lead for Conversational AI, Accenture
Laetitia Cailleteau leads Accenture’s conversational AI business globally, driving innovation, sales and delivery across the globe for multiple industries and client accounts. She has more than 20 years’ experience in the consulting industry, authored several academic publications and hold patents in the conversational AI domain area. She also founded and runs the Liquid Studio in London, a space where her team co-create with clients to realize the potential of artificial intelligence, augmented reality and IoT with user-centered approaches. She is a reserve member of the Artificial Intelligence High Level Group at the European commission.
Lead Product Owner, Customer Interaction, ABN Amro
Kris Bergmans is Lead Product, Owner Customer Interaction at ABN AMRO. Kris has played a key role in the digital transformation of the channels at ABN AMRO. He is an expert on client journeys where digital and human contact meet and the capabilities that drive these interactions, such as video banking and conversational AI. Kris is driven by finding the perfect symbiosis between people, technology and business to create impact.
Additional speaker information will be added as it becomes available.
G-Summit Europe is rapidly approaching — and we’re looking for Genesys customers to share their customer experience success. Share your knowledge and help colleagues solve common challenges with your customer success stories, best practices, and personal tips and tricks.
If you’re interested in speaking at G-Summit Europe, please submit your story by completing the nomination form. All submissions must be received by 23 August. Once you’re selected to speak, you’ll be notified the week of 26 August and will receive a complimentary conference pass to G-Summit Europe in Amsterdam on 10-12 September.
Questions? Please contact [email protected].
World-Renowned, Award-Winning Photographer and Founder of The People’s Portfolio
Platon began his career in Britain working for British Vogue. He then received an invitation from the late John Kennedy Jr. to come to New York City to work for his political magazine, George.
While shooting portraits for a range of international publications including Rolling Stone, The New York Times magazine, Vanity Fair, Esquire, GQ and The Sunday Times magazine, Platon developed a special relationship with TIME magazine, producing over 20 covers for them. In 2007, he photographed Russian Premier Vladimir Putin for TIME magazine’s “Person of the Year” cover. This image was awarded 1st prize at the World Press Photo Contest.
In 2008, he signed a multi-year contract with The New Yorker. As the staff photographer, he produced several large-scale photo essays, two of which won ASME Awards in 2009 and 2010. Platon’s New Yorker portfolios focused on themes that included the U.S Military, portraits of world leaders and the Civil Rights Movement.
In 2009, Platon teamed up with Human Rights Watch to help them celebrate those who fight for equality and justice in countries suppressed by political forces. These projects highlighted human rights defenders from Burma as well as the leaders of the Egyptian revolution. Following his coverage of Burma, Platon photographed Aung San Suu Kyi for the cover of TIME—days after her release from house arrest.
Two years later, Platon was honored with a Peabody Award for collaboration on the topic of Russia’s Civil Society with The New Yorker magazine and Human Rights Watch.
Platon’s work has been exhibited in galleries and museums both domestically and abroad. The New York Historical Society has exhibited a solo show of Platon’s Civil Rights photographs, which remain as part of the museum’s permanent collection. Other permanent collections of Platon’s photography can be seen in museums and galleries in Tampa, Vienna and Edinburgh. He has also published four books of his work.
In 2013, Platon founded a non-profit foundation named The People’s Portfolio. The foundation aspires to create a visual language that breaks barriers, expands dignity, fights discrimination, and enlists the public to support human rights around the world. He serves as the Creative Director at Large for the Center for Civil and Human Rights in Atlanta, Georgia.
Platon is currently on the board for Arts and Culture at the World Economic Forum and serves as a steward for the Economic Growth and Social Inclusion Initiative.