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Gilles Talbot, is a Strategic Business Consulting director at Genesys with over 20 years of experience in Contacts Centers and Customer and Employee Experience management in many industries (banking, insurance, telco, ..). Among other things, he helps organizations: • Understand the strategic impact and value of technologies like digital, AI or omnichannel, • Build strategic visions as well as actionable transformation roadmaps. He joined Genesys in 2012, after working for a Genesys partner for 6 years, and prior to that, a Genesys customer (major French bank) for 7 years. He lives in Paris, France.