This year, breakouts are organized into defined themes, or tracks. Each track is differentiated by the type of content or its audience. Specifics on session content will be available soon, but here’s a peek into what we’ll offer at Xperience 2020.
Banking industry – Learn how to increase customer and employee satisfaction despite the disruption in the banking industry. Disruptors include tech giants, new technologies, rising customer expectations and low branch foot traffic, along with the need to better manage aging back offices and ensure adherence to stringent regulations. This track will focus on the challenges regional and global banks are facing and ideas for improving employee engagement and addressing stagnating customer satisfaction.
Retail industry – See how to succeed in the wake of the digital revolution. The online retail experience is now the battleground for hearts and wallets. And retention and revenues are no longer won or lost just in the buying journey, but also in the after-sales engagement. This track will cover the latest best practices and show Genesys technologies to enable ultimate retail experiences.
Get to know Genesys – Whether you’re new to Genesys or a long-time customer, there’s a lot going on you’ll want to know more about. This track will include sessions that introduce you to Genesys Cloud, explain all the ways we engage with you and walk through some of the really cool things customers are doing with our platform.
Executive – The executive track sessions are targeted for those in a senior leadership role (Director through VP) whose responsibilities include customer engagement and customer experience. Interact with your peers and industry experts about the challenges in today’s global contact center industry and potential ways forward.
Innovations – Today businesses are assessing and adopting an increasing number of AI solutions to solve specific challenges and attain business goals that were previously out of reach. This track will include both business and technical sessions regarding AI and machine learning, and their amazing potential to change the way you engage with customers, interact with your workforce and turn the enormous amounts of data into actionable insights.
Operations best practices – See where you stand In this era of rapid innovations and if you’re making the most of technology to reach your business objectives. Whether you’re an SMB or a large enterprise with thousands of contact center agents, hear from industry experts and your peers regarding benchmark data and operational best practices you can start using today.
Migration – Keep up with the rapid pace of change without feeling overwhelmed. Learn about Genesys options to help you modernize your environment, so you’re enabled to adapt and survive. This track includes practical considerations for moving to the cloud and for adding cloud functionality to an on-premises deployment. Learn how Genesys intends to keep our customers and partners competitive in the years to come.
PureCloud – Get the most from the PureCloud® application. Sessions will include the latest product roadmap, a review of Summer 2020 Innovations and how to use existing features and functionality to their full potential. We’ll also talk platform, open APIs and your ability to “build, buy or both.”
PureEngage – Get the most from the PureEngageTM application. Sessions will include the latest product roadmap, a review of Summer 2020 Innovations and how to use existing features and functionality to their full potential.
PureEngage Cloud – Get the most from the PureEngage Cloud application. Sessions will include the latest PureEngage Cloud product roadmap, a review of Summer 2020 Innovations and how to use existing features and functionality to their full potential, including the latest version of Designer.