Agenda

Tuesday 9th August 2016

8:15 AM

Registration Opens

 9:00 AM – 9:10 AM

Opening Address

Robert Billing, Master of Ceremonies

Location: Brisbane Room

9:10 AM – 9:20 AM

Welcome to the Journey

Mark Buckley, Managing Director (acting). Genesys Australia & New Zealand

Location: Brisbane Room

9:20 AM – 10:30 AM

How do you succeed in the world of digital, and what are some of the areas businesses need to focus on for the future?

Jim Kraeutler, VP of Innovation.  Genesys Global

Location: Brisbane Room

10:30 AM – 11:00 AM

CX Transformation Journey with Genesys Customer

Customer Keynote: CX as the Critical Success Factor in the competitive insurance sector

Gael Filippini, Director, Customer Service & James Iansek, Head of Customer Service Design & Innovation. BUPA

Location: Brisbane Room

 11:00 AM – 11:20 AM

Morning Catering Break

Location: Sofi’s Lounge

11:20 AM – 11:50 AM

Delivering Next Generation Customer Experiences. Today. The Shift from moments to experiences to relationships. Are you ready?

James Walford, Solutions Consultant & CX Thought Leader. Genesys Australia & New Zealand

Location: Brisbane Room

11:50 AM – 12:20 PM

Live Demonstration of the Genesys OmniChannel Engagement Platform

Location: Brisbane Room

12:20 PM – 12:50 PM

CX Transformation Journey with Genesys Customer, Vodafone Australia

Mira Bashi, General Manager – Customer Service Strategy, Capability & Channel Management, Vodafone Australia

Location: Brisbane Room

12:50 PM – 1:40 PM

Lunch Catering Break

Location: Sofi’s Lounge

1:40 PM – 3:55 PM

 Breakout Sessions

1:40 PM – 2:10 PM

Track 1:

System of Engagement versus a System of Record (CRM)

Hayden Grant, Principal Business Consultant & Tim Brown, Senior Solution Consultant.  Genesys A/NZ

Location: Sydney Room

Track 2:

Journey mapping: An Outside-in Approach to Delivering Great Customer Experiences

Johan Bruce, Senior Manager Solution Consulting. Genesys A/NZ

Location: Perth Room

2:15 PM – 2:45 PM

Track 1:

Building better business cases for Contact Centre Modernisation

Sophie Giesen, Principal Business Consultant & Paul Jones, Senior Business Consultant. Genesys A/NZ

Location: Sydney Room

Track 2:

Orchestrating your Customer’s Experience, Employee Experience & NPS

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

Location: Perth Room

2:45 PM – 3:10 PM

Afternoon Catering Break

Location: Sofi’s Lounge

3:10 PM – 3:55 PM

Track 1:

Digital marketing – The role of the Contact Centre in the Digital Age

Jim Kraeutler, VP of Innovation.  Genesys Global

Location: Sydney Room

Track 2:

Optimise Customer Journeys with Data Driven Analytics

Jeff Karas, Director Product Management. Genesys Global

Location: Perth Room

4:00 PM – 4:15 PM

Closing

Location: Brisbane Room

4:15 PM – 6:30 PM

Cocktail Reception

Location: Sofi’s Lounge