Agenda

Tuesday 2nd August 2016

8:15 AM

Registration Opens

9:00 AM – 9:10 AM

Opening Address

Robert Billing, Master of Ceremonies

Location: Lambton Ballroom

9:10 AM – 9:20 AM

Welcome to the Journey

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

Location: Lambton Ballroom

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: Lambton Ballroom

10:30 AM – 11:00 AM

CX Transformation Journey with Genesys Customer, Ministry of Justice – On the road to Digital

Shelley Hemi, Manager Centralised Service Delivery

Location: Lambton Ballroom

 11:00 AM – 11:20 AM

Morning Catering Break

11:20 AM – 12:05 PM

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: Lambton Ballroom

12:05 PM – 12:40 PM

Live Demonstration of the Genesys OmniChannel Engagement Platform

Location: Lambton Ballroom

12:40 PM – 1:40 PM

Lunch Catering Break

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: Lambton Ballroom

Track 2:

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

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

Location: Featherston 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: Lambton Ballroom

Track 2:

Orchestrating your Customer’s Experience, Employee Experience & NPS

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

Location: Featherston Room

2:45 PM – 3:10 PM

Afternoon Catering Break

 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: Lambton Ballroom

Track 2:

Optimise Customer Journeys with Data Driven Analytics

Mal Thompson, Senior Director Strategic Solutions & Vikas Kumar, Strategic Solutions Lead- Multimedia Routing and Analytics, Genesys APAC

Location: Featherston Room

4:00 PM – 4:15 PM

Closing

Location: Lambton Ballroom

4:15 PM – 6:30 PM

Cocktail Reception

Location: Lambton Ballroom