G-Summit London is returning for 2018, gathering visionaries, partners and industry thought leaders from across the UK&I.  Join us to hear from engaging and dynamic speakers, and participate in interactive presentations and panel discussions that address the main challenges to delivering exceptional customer experience.

This year’s event theme ‘Moments Connected’ will showcase how our customers are using Genesys innovations to deliver frictionless customer experience across Sales, Marketing and Service.  Additionally, G-Summit London will feature conversations, presentations and networking with the leading authorities in the customer experience field from a variety of industries and geographies.

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Agenda

Time

Event

8:00

Breakfast & Registration

9:00 – 9:10

Welcome

Teon Rosandic, Regional Vice President, Genesys

9:10 – 9:40

Moments Connected. AI with the Human Touch –what lies behind the hype?

Mark Turner - Executive Vice President, Genesys

9:40 – 10:10

CX Transformation Story - Northumbrian Water Group: Unlocking the potential of AI to improve customer engagement

Nigel Watson, CIO, Northumbrian Water Group

10:10 -10:40

Gold Sponsor Keynote: Our Artificial Intelligence Journey

Tony Granite, Head of Operations for Customer Sales and Service Centres, Marks and Spencer

Tony will share the famous UK retailer’s journey with AI over the last 12 months. How, together with their partner, Anana, they recognised the need for a virtual assistant, selected the right solution, identified the use-cases, tightly integrated it with Genesys and created the right operational model. Plus, of course, the results!

10:40 – 11:10

Coffee Break

11:10 – 12:45

Break Out Sessions
Customer Case Studies

Join breakout sessions to take a deeper dive into trends across the UK&I CX landscape. Hear from your peers about the challenges they have faced on their CX transformation journeys and how they resolved them. Take a look at the Genesys PureCloud and PureConnect roadmaps and learn about the new features on the horizon and how your investment will secure your future and help you keep pace with your customer. Find out how the Genesys Customer Experience Discovery workshop provides you with an actionable plan to obtain real results.

12:45 – 14:00

Lunch

14:00 – 14:30

Emerging Capabilities – Control and influence your Customer’s CX journey

Nick Wingrove - VP, Solution Consulting, Genesys

14:30 – 15:00

CX Industry Insight: Once AI is embedded, what's now different about live assistance?

Martin Hill-Willson, Founder, Brainfood consultant

If we anticipate AI's impact on contact strategy over the next few years we are looking at much reduced volumes that will still need routing to live assistance. Whatever remains unsuitable for self service should now better match the unique people skills that experienced advisors bring - whenever things get complex, emotional or just need the human touch. These are interactions with greater consequence and need the most capable and experienced to make the most of them. So in this world, what type of person should contact centres recruit? What's the appropriate culture to nurture that talent? What are they now worth to an organisation? This keynote explores the new profile of advisors that will be emerging.

15:00 – 15:30

Coffee Break

15:30 – 16:00

Moments Connected: Outcomes Achieved

Alexander Michael - Director of Consulting, Frost & Sullivan

CX improvement is a Top 3 driver behind IT investment, and new business models like XaaS emerge as a direct result of digital transformation. AI and robotic applications are really taking off, but human agents are increasingly important too, and organisations must empower them. IoT and the blending of the virtual and physical world create new CX delivery opportunities.

16:00 – 16:45

Q&A Panel

Chaired by Ann-Marie Stagg, CEO, Call Centre Management Association (UK)

16:45 – 17:00

Closing Remarks

Mark Turner - Executive Vice President, Genesys

17:00 – 18:30

Networking and Drinks Reception

Solutions Pavilion

Speakers

We will keep you updated as our Genesys experts; Customers and Industry leaders are confirmed – watch this space!

Mark Turner

Mark Turner

Executive Vice President, Genesys

Rik McCrossan

Rik McCrossan

Digital Practice Lead, EMEA, Genesys

Alexander Michael

Alexander Michael

Director of Consulting, Frost & Sullivan

Nick Wingrove

Nick Wingrove

VP, Solution Consulting, Genesys

Teon Rosandic

Teon Rosandic

Regional Vice President, Genesys

Noelia Romanillos

Noelia Romanillos

Director Business Consulting EMEA, Genesys

Tony Granite

Tony Granite

Head of Operations for Customer Sales and Service Centres, Marks and Spencer

Ann-Marie Stagg

Ann-Marie Stagg

CEO, Call Centre Management Association (UK)

Nigel Watson

Nigel Watson

CIO, Northumbrian Water Group

Martin Hill-Wilson

Martin Hill-Wilson

Founder, Brainfood Consulting

Sponsors

Gold Sponsor

Anana

Silver Sponsor

IST

Bronze Sponsors

Cyara

Plantronics

Dimension Data

QPC

Audiocodes

Connect Managed Services

Foehn

G3

Occam

Komyunity

Venue

County Hall
Riverside Building,
Belvedere Road,
London, SE1 7PB

Find Out More

Register

As a CX expert and market leader, you won’t want to miss the chance to network with other Genesys customers, partners, Genesys senior executives and solutions experts to gather, exchange, inform, and develop new strategies and tactics to support improving your Customer Experience.

Please register for G-Summit London, by completing the form on this page. 

We look forward to seeing you there!

Please note that this is a Free of Charge event for end user organisations. There are a limited number of sponsorship opportunities available, for more information please contact Jennifer Campbell at [email protected]

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