Join Us at G-Summit Wellington
Te Papa Museum · 1 August 2017

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Tuesday 1st August 2017
7:30 AM

Registration Opens

8:30 AM 8:45 AM

Welcome

Gwilym Funnell, Vice President – Australasia, Genesys

 

8:45 AM – 9:20 AM

Engaging and Serving Customers in the Digital Age

Mark Dougan, Director of Consulting, Frost & Sullivan Australia

 

 9:20 AM – 10:00 AM

Together into a New Era of CX

Merijn te Booij, Chief Marketing Officer, Genesys

 

10:00 AM –  10:20 AM

Moments Connected

Watch the Technology @ Work

 10:20 AM – 10:30 AM

Giveback

Hosted by Michelle Marlan, Senior Director – Customer Success, Genesys

10:30 AM Morning Tea
 11:00 AM – 11:25 AM

The Insights, Challenges and Experiences in Moving ANZ Bank into the Digital Age

Gerard McGee, Head of Technology – Group Hubs, Contact Centre & Compliance, ANZ

 11:25 AM – 12:10 AM

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

Jim Kraeutler, Vice President, Innovation Management, Genesys

12:10 PM – 12:30 PM

Moments Connected

Watch the Technology @ Work

12:30 PM – 1:30 PM Lunch Break
1:30 PM – 3:00 PM

Breakout Streams

Digital

Location: Amokura Gallery

Insights

Location: Rangimarie Room 1

Innovation

Location: Rangimarie Room 2

 1:30 PM – 2:00 PM

Surviving the Digital Disruption. Make CX your Business

James Walford, Director Business Development –  Digital & Innovation

The Role of AI in Customer Experience – it’s Not What you Know, it’s Who You Know

John Pratt, Contact Centre Practice Manager, Vodafone New Zealand Ltd

 

Change Management and Your CX Project

Sophie Giesen, Principal Business Consultant, Genesys

 2:05 PM – 2:35 PM

Transforming into a Digital Engagement Centre with Deakin University

Hayley Grey, Customer Experience Manager, Deakin University

Embracing the marketer in the contact centre

Jonathon Schuster, Vice President of Product, DialogTech

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

Ric Kosiba, Vice President Interaction Decisions Group, Genesys

 

 2:40 PM –  3:10 PM

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

James Walford, Director business Development – Digital & Innovation, Genesys

New Ways of Working for a Different World

Richard Adams, GM Solutions, Spark Digital

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

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

3:10 PM – 3:40 PM Afternoon Tea
 3:40 PM – 4:20 PM

CX Roadmap – Where do we go from here?

Steve Rutledge, SVP Product Management, PureConnect & PureEngage & Mike Szilagyi, SVP Product Management, PureCloud, Genesys

4:20 PM – 5:00 PM

CX Leader Panel

Hosted by Sophie Giesen, Principal Business Consultant, Genesys with Special Guests

 

5:00 PM – 7:00 PM

Conference Close & Cocktails Sponsored by Datacom

Location: Partners Pavilion @ Amokura Gallery

 

 

Agenda is tentative and subject to change, check back regularly for updates!