Join Us at G-Summit Melbourne
Sofitel Melbourne On Collins · 7 – 8 August 2017

Register Now

Monday 7th August 2017

Education Day Workshops

1:00 PM

Registration Opens


1:30 PM

Change Management and Your CX project

Sophie Giesen, Principal Business Consultant, Genesys

Location: Perth Room


Customer’s Experience, Employee Experience & Organisational Metrics

Andy Verrall, Senior Manager Business Consulting. Genesys A/NZ

Location: Brisbane Room

3:00 PM

Best Practices in Mining Insights that Improves Performance and CX Value

Mia Lander, Managing Director, KnowledgeSpace

Location: Perth Room


Unleash the Power of Adaptive Learning to Better Engage Your Customers

Vikas Kumar, Solutions Leader Analytics, Genesys

Location: Brisbane Room

5:00 PM

Welcome Cocktail Event

Location: Partner Pavilion @ Sofi’s Lounge


Tuesday 8th August 2017
7:30 AM

Registration Opens


8.30 AM – 8:45 AM


Tom Eggemeier, President & Gwilym Funnell, Vice President Australasia, Genesys

 8:45 AM – 9.25 AM

The Future Belongs to Companies That Create Compelling Customer Experiences

Blake Morgan, CX Futurist & Author

 9:25 AM – 10:05 AM

Together into a New Era of CX

Merijn te Booij, Chief Marketing Officer, Genesys

 10:05 AM – 10:25 AM

Customer Experience in a Digital Age: Providing Exceptional Experience in a Multi Branded Environment

Gerard Smith, Head of Digital, Teachers Mutual Bank

 10:25 AM -10:30 AM


Hosted by Michelle Marlan, Senior Director Client Success, Genesys

10:30 AM Morning Tea
11:00 AM – 11:20AM

Moments Connected

Watch the Technology @ work


 11:20 AM – 11:40 AM

CX Roadmap – Where Do We Go from Here?

Mike Szilagyi, SVP Product Management, PureCloud, Genesys

11:40 AM – 12:45 PM

Blended AI: Where Bots and Automation Collide with the Power of the Human Touch

Chris Connolly, Vice President of Solution Strategy, Genesys


12:45 PM Lunch
1:45 PM – 3:25 PM

Breakout Streams


Location: Sydney Room


Location: Perth Room


Location: Brisbane Room

 1:45 PM – 2:15 PM

Surviving the Digital Disruption. Make CX your Business

James Walford, Director Digital & Innovation, Genesys


GAAP – Self Service across the Omni-Channel

Colum Gorman, Channels Account Executive, Genesys



My Budget Business Transformation Roadmap to Success

Robyn Prendergast, Senior Manager Client Experience, MyBudget


 2:20 PM – 2.50 PM

Keeping a Competitive Edge: Transforming to a Cloud First Business

Nick Burkett, General Manager of Operations and Services, MYOB


Embracing the Marketer in the Contact Centre

Jonathon Schuster, Vice President of Product, DialogTech


The Ecosystem of Opportunity: Extending your CX breadth and depth via the PureCloud Platform

Jack Nichols
Director, Product Management – PureCloud Platform Ecosystem, Genesys


 2:55 PM – 3:25 PM

Transforming into a Digital Engagement Centre with Deakin University

Hayley Grey, Customer Experience Manager, Deakin University


Meet Genesys’ Decisions: What-if Analyses, Staff Planning, and Budget Planning

Darlene Green, WFM Forecasting Business Analyst, Shaw Industries & Ric Kosiba, Vice President Interaction Decisions Group, Genesys

Don’t Call Us – We’ll Call You. The Shifting Market of Millennials

James Walford, Director Digital & Innovation & Sophie Giesen, Principal Business Consultant, Genesys


3:25 PM – 4:00 PM Afternoon Tea
4:00 PM – 4:20 PM

Moments Connected

Watch the Technology @ work

4:20 PM – 4:40 PM

 CX Roadmap – Where Do We Go from Here?

Steve Rutledge, SVP Product Management, PureConnect & PureEngage

 4:40 PM – 5:00 PM

Cloud-first approach – Improving Reliability and Streamlining CX to Deliver Better Outcomes for Customers

Bridgette Dalzell, Head of Service & Support, ANZ, Latitude Financial Service

5:00 PM – 6:00 PM

Closing Cocktail Function

Location: Partner Pavilion @ Sofi’s Lounge


6:00 PM

Conference Close


This is a preliminary program only and is subject to changes. Please check this page regularly for agenda updates.