General Session

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Customer experience megatrends and perspectives

Customer experience is now seen as a growth path and competitive battleground for every brand. However, meeting customer expectations and managing the employee experience remain challenges. In this panel, Genesys CEO Tony Bates joins Genesys customers to discuss how their organizations see the following trends taking shape for the industry within their organizations in 2019:

  • Delivering measurable impact with new innovations in the cloud
  • Leveraging AI, automation, data and agents to create great customer experiences
  • Enhancing the workplace and transforming employee engagement

CX Heroes

Every day, customer service representatives take ordinary moments and make them 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’re CX Heroes — and we want to celebrate their stories.

Genesys customer spotlights

Whirlpool: Transforming the consumer experience with cloud technology

Hear about the Whirlpool Customer Care journey to cloud, which has been a major driver for delivering omnichannel experiences for consumers and increasing efficiency. Jamie Gladson shares key learnings from this journey and how it sets up future readiness for using new technologies like AI, being able to scale quickly and supporting innovative workforce programs.

Optum-UnitedHealth Group: Making the move to omnichannel experiences

Learn about UnitedHealth Group’s migration journey from legacy contact center infrastructure to a Genesys-based omnichannel platform. Todd Hauschildt will share insights into the obstacles overcome, lessons learned and the strategy for completing a migration of this scale.

If there’s an expert in creating magical moments, it’s world-renowned photographer Platon. Hear how Platon has captured history-making moments throughout his career with portraits of world leaders and celebrities. With each moment, he has answered the important question, “Who is this person?” using photography.

9:00–10:45 AM

Genesys product keynote

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

CX Heroes

Every day, customer service representatives take ordinary moments and make them 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’re CX Heroes — and we want to celebrate their stories.

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 human connection at the right moment builds customer loyalty. Learn how leading organizations are empowering and guiding their teams to be at their best with customers and building the workforce of the future with diverse skills and perspectives.

9:00–10:00 AM

Genesys customer spotlights

eBay: Creating the best experiences with AI and the human touch

AI is a powerful tool in a world of rising customer expectations and interaction volumes. Dan Leiva discusses the approach eBay takes to improve the experience for customers and teammates — using high-quality automation where it makes sense and the human touch when it matters most.

Voya Financial: Driving customer experience innovation through culture

Learn how continuous improvement methods enabled Voya Financial to redefine leadership and foster a culture of respected, empowered and accountable employees. Nan Ferrara discusses how employees are recognized for their expertise and knowledge. By identifying and solving problems, Voya Financial drives customer experience innovations and better connections with customers.

The music video “United Breaks Guitars” set a precedent for customers using social media to expose bad customer service. And it’s important learning opportunity for the industry to help employees with decision making in the moment. Dave Carroll, songwriter, author and speaker shares 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 make them 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’re CX Heroes — and we want to celebrate their stories.

3:00–4:00 PM

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