Breakouts

Leverage Genesys expertise to transform your customer experience. Xperience breakout sessions are geared toward senior customer experience innovators who are leading a significant transformation. Whether you’re considering Genesys Cloud, adopting new technologies to enhance experiences or looking to get the most from your teams, we have you covered.

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Industry Track

Banking industry: Breaking down banking silos

Too often, customers are frustrated that they are not recognized and understood as they engage with their bank. Find out how Genesys is breaking down customer experience silos in banking — improving your customer journey, reducing churn and engaging your employees.

Brendan Dykes, Senior Director Strategic Marketing

Wednesday, 2:00 — 3:00 PM

Driving loyalty throughout the insurance customer journey

See what drives loyalty in insurance. In this session, we’ll discuss what’s been successful, and what you can implement right away to increase loyalty, trust and empathy so you can keep your customers for life.

Janet Loucks, Senior Principal Business Consultant

Wednesday, 3:30 — 4:30 PM

Getting to a personalized patient experience

Healthcare is personal by nature, so there’s a heightened expectation to offer an experience that meets or exceeds patient expectations. Hear how technology paired with improved processes can better personalize your patient experience.

Mark Stanley, Director Strategic Business Consulting

Wednesday, 2:00 — 3:00 PM

Re(tailer) your customer experiences

We all know the rule: The last best consumer experience is now the expectation for the next experience. In this session, you’ll learn about cutting-edge examples of personalization in the retail industry, what not to do as part of your personalization initiative and how to start making changes right away.

Lisa Goodson, Senior Principal Business Consultant

Wednesday, 3:30 — 4:30 PM

Get to Know Genesys

Genesys is more than contact centers

Genesys is much more than contact centers. Join us to hear about how to use Genesys Engage to treat, manage and track any work item just like you can with a phone call. Plus, hear about built-in collaboration, voice service, web marketing tools and more.

Lindsay Frazier, Senior Director Product Management

Wednesday, 11:00 — 12:00 PM and Thursday, 2:00 — 3:00 PM

Build or buy? We say both.

The build-versus-buy software debate has raged for years. While there are pros and cons to both, thinking you have to choose between one or the other is a trap. The ideal choice is “both.” Join us to see all that’s possible with Genesys Cloud.

Joe Ciuffo, Product Marketing Director

Wednesday, 3:30 — 4:30 PM and Thursday, 11:00 — 12:00 PM

PureConnect town hall

Join us as we share reflections on 2019, the Genesys growth strategy and our commitment to your success.

Guillaume Lardeux, SVP & GM PureConnect
Mimi Nguyen, VP PureConnect Product Management

Wednesday, 11:00 — 12:00 PM

AI and Personalization

Move beyond IVR with bots and AI

Conversational IVR with voicebots goes beyond simply understanding words (such as ASR); it can determine intent to respond more effectively. Learn how to take advantage of the data you already collect with Genesys AI-powered voicebots.

Dipali Mehta, Senior Director Product Marketing

Wednesday, 2:00 — 3:00 PM and Thursday, 11:00 — 12:00 PM

Stop reaching out blindly and start engaging predictively

Prospects and customers don’t want to see a pop-up chat request as soon as they visit a website instead of when they actually need it. Find out how Genesys Predictive Engagement enables you to find prospects faster, engage them more effectively and keep customers longer.

Becca Mayers, Product Marketing Director

Wednesday, 11:00 — 12:00 PM and Wednesday, 3:30 — 4:30 PM

Migrating to Cloud

Why move to Genesys Cloud?

(Migration Part 1) Let’s start with the destination. Come participate with us in building a cloud contact center from scratch. Keep your phone handy to call our agents on-stage. Come see how easy and intuitive it is. If you’re just curious about Genesys Cloud, you’re welcome to join us.

Abi Chandra, Cloud Evangelist
Bobbi Chester, Senior Director Cloud Product Marketing

Wednesday, 2:00 — 3:00 PM and Thursday, 11:00 AM — 12:00 NOON

How do I move to Genesys Cloud?

(Migration Part 2) Now find out how you get there. Listen to our cloud migration experts explain how the cloud chapter of your life becomes reality and get all your toughest questions answered. It’s not as painful as you think.

Derek Adams, Senior Director Product Marketing
Holli Bingham, SVP Customer Success

Wednesday, 3:30 — 4:30 PM, Thursday, 2:00 — 3:00 PM

Managing change when migrating to cloud

You know cloud offers agility, ease of use and continuous innovation, but getting to cloud isn’t always simple. A strong change management strategy can make the transition much easier. Hear from business leaders and industry experts who have managed change successfully, and walk away with ways to manage your organization’s move to cloud.

Wendy Mikkelsen, Senior Director Product Marketing
Gina Clarkin, Product Marketing Director

Wednesday, 11:00 — 12:00 PM and Thursday, 2:00 — 3:00 PM

Employee Engagement

No more spreadsheets

Using spreadsheets to forecast is an approach that’s fraught with problems. There are a limited number of people who understand how to use them, they’re vulnerable to human error and there’s limited ability to run what-if scenarios. See how AI makes forecasting more factual, finite and fun.

Shawn McCormick, Senior Solution Architect

Wednesday, 11:00 — 12:00 PM, Thursday 11:00 — 12:00 PM

Develop your team using radical candor

Whether you’re a front-end supervisor or a senior executive, building and nurturing effective teams is key to success. Learn how to use radical candor to care personally and challenge directly.

Gina Tyree, Director Product Marketing

Wednesday, 2:00 — 3:00 PM and Thursday, 3:30 — 4:30 PM

Genesys WEM 2.0

Genesys Cloud Workforce Engagement (WEM) style is all about making contact center management agile, disruptive and simple. Join us as we share our approach to WEM 2.0, and learn how to get started with Test Drive.

Cameron Smith, VP Product Management – WEM PM

Wednesday, 2:00 — 3:00 PM and Wednesday, 3:30 — 4:30 PM

Channel of Choice

The benefits of asynchronous messaging in the contact center

Hear how asynch chat, WhatsApp, Apple Business Chat and Facebook Messenger are evolving into popular customer communication channels. See what they look like in action and learn how to use them as you engage your customers.

Wednesday, 11:00 — 12:00 PM and Thursday, 11:00 — 12:00 PM

When you need more channels, it's no problem

Discover how easy it is to take the next step in your omnichannel journey by expanding channels and ways to engage your customers. It’s easier than you think with the power of one: one routing engine, one desktop, one admin.

Wednesday, 3:30 — 4:30 PM and Thursday, 2:00 — 3:00 PM

Business Intelligence and Analytics

Genesys Cloud analytics

(Genesys Cloud) Getting the right reports at the right level of detail shouldn’t be so hard. Join us to hear about the evolving state of analytics, dashboards, UX improvements and how AI changes the game.

Darlene Oordt, Genesys Cloud Product Manager
Chip McCoy, Cloud Evangelist

Wednesday, 11:00 — 12:00 PM and Thursday, 2:00 — 3:00 PM

Business intelligence within the world's largest enterprises

(Genesys Engage) Learn how the largest 1,000 companies use business intelligence in their customer experience programs. In this session, you’ll get best practices for using analytics to maximize the value of your customer experience investment, as well details on using the PureEngage application to put those practices in place. You’ll leave with actionable advice you can use right away.

Praphul Kumar, Senior Director Genesys Engage Product Management

Wednesday, 11:00 — 12:00 PM and Thursday, 2:00 — 3:00 PM

How Interaction Analyzer powers business intelligence

(PureConnect) The old adage holds true: You can’t manage what you can’t see. Hear how PureConnect Interaction Analyzer creates insights that let you make better, more informed business decisions.

Mimi Nguyen, VP Product Management

Wednesday, 2:00 — 3:00 PM and Thursday, 2:00 — 3:00 PM

Persuasion techniques that work

From ancient writings to FBI negotiaton tactics, there’s an art and a science to persuasion. And when you’re looking to drive big changes in your organization, often it comes down to your ability to persuade.

Zach Franzen, Product Marketing

Wednesday, 2:00 — 3:00 PM and Thursday, 11:00 — 12:00 PM

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