Breakout 1: CX Cloud from Genesys and Salesforce: Streamline your CX transformation
Location: Grand Ballroom, 7th floor
Delivering on the high expectations of today’s experience economy requires unifying customer experience, workforce management and CRM systems like never before. In this session, we’ll detail our jointly offered solution and recent enhancements; deep dive into the technical architecture and roadmap; and discuss how our artificial intelligence technologies come together. You’ll learn how Genesys and Salesforce can consolidate and transform your CX tech stack and hear strategies for boosting workforce productivity and customer loyalty.
Speaker: Jack Nichols, VP, Product Management, Genesys
Breakout 2: Effortless AI: An adoption model for customer experience
Location: Armstrong 11th floor
Adopting AI for CX enhancement isn’t just an option — it’s a necessity. To stand out, companies must adeptly implement AI. However, the challenge lies in leveraging the transformative power of AI and knowing where to begin. Our framework-based approach to AI adoption balances short-term value realization with long-term strategy. In each step of this model, you’ll adopt capabilities that deliver quick returns while laying the groundwork for even greater value later.
Speaker: James Walford, Senior Director, Global Innovation, Genesys
Breakout 3: Impactful AI-enabled solutions in healthcare
Location: Hemingway North, 11th floor
Hear how 650+ health system customers leverage Genesys to drive a better patient, member, and staff experience including: Enhanced patient engagement through multimedia experiences, optimized operational efficiency through workflow efficiencies and care team tools, Data-driven decision making through rich analytics and co-pilot, Adaptability to changing needs through cloud based innovations, Critical EHR and Systems of Record Integrations.
Speaker: Susan DeVito, Senior Industry Executive, Healthcare, Genesys
Breakout 4: Expanding channel-less experiences
Location: Hemingway South, 11th floor
Learn how Genesys is embracing channel-less communication by expanding to public social media interactions and leveraging AI to streamline agent workflows and efficiencies across different mediums. Also, hear about recent improvements made to digital channels, from email to mobile apps.
Speaker: Michael Logan, Strategic Director, Global Innovations, Genesys