Xperience Sydney

Join industry peers for a networking lunch before afternoon workshops commence.

AI-empowered business outcomes leverage artificial intelligence (AI) to enhance decision-making processes, streamline operations, and personalise customer experiences. In this hands-on workshop, learn how to identify business cases that enable Leverage Genesys AI powered experience orchestration to deliver personalised journeys for you customers, drive improved operational efficiency and improve the CX within your organisation.

Collaborate with Genesys’ experts on how to take a practical approach to innovation using Genesys AI. Discover how to apply and use AI in your business to the drive the right outcome for both Customer and Employee Experiences, and to maximise business benefits. From starting the journey, to identifying use cases, practical adoption and expert training. Come and join the CX Advisory, Customer Success & Services, and Beyond teams to learn how to leverage the power of AI to deliver great experiences.

Artificial Intelligence (AI) presents all forms of government with opportunities to increase efficiency in service delivery and to better support staff in their duties. Effective use of AI can help improve trust. In this session practical use cases, learnings and stories of using AI in government services and customer engagement will be shared including the value realised.

Join this workshop for hands-on learning, tailored for new to moderately experienced users! We’ll cover creating performance scorecards with external metrics, building Quality Monitoring Frameworks, utilising Speech and Text Analytics capabilities effectively, and mastering workforce forecasting and scheduling. Dive into interactive activities like scorecard creation, evaluation form building, and workforce forecasting exercises. You’ll leave with practical experience in driving performance improvements, coaching, dispute management, and optimising workforce scheduling. Don’t miss this opportunity to enhance your skills and maximise the potential of Genesys Cloud!

Think big. Act bigger. Bring your laptops and some energy for this exciting hands-on workshop bringing experience orchestration to life. In today’s world, ideas are only as good as how they get implemented. With AI-powered experience orchestration, you can go beyond traditional Contact Centre as a Service, creating new experiences for your customers and employees. Join the Genesys team as they show you how to build a comprehensive Genesys AI solution. Discover what this could mean to your organisation, familiarize yourself with the terminology, tools, and learn some tips to prepare for the future of Genesys AI.

Mark Buckley, Vice President, Australia and New Zealand, Genesys

A global awakening to the powerful potential of artificial intelligence has created an unprecedented opportunity in the experience economy. As organisations consider the ways AI has and will continue to change how products and services are marketed, offered and supported, they also are discovering the important role AI plays in attracting customers and top talent and, more importantly, earning their loyalty. At the dawn of this new “Era of AI,” fully harnessing the technology’s potential requires a trusted and proven all-in-one platform, born in the cloud and powered by AI, grounded in empathy and capable of delivering personalised, end-to-end experiences at scale. Senior Vice President Strategy Peter Graf shares his read on how AI is changing the relationships organisations build with their customers and employees and why Genesys Cloud is the only platform purpose-built to deliver AI-powered experience orchestration regardless of channel. Peter will guide users through the latest in Genesys Cloud innovation, showcasing the Genesys Co-Pilot suite, highlighting how Journey Management is changing the way customer experience is managed, spotlighting deeper customer sentiment analysis insights now available from the recent acquisition of Radarr by Genesys, demonstrating new levels of Workforce Engagement Management using AI and how organisations bring the back office and front office together using Work Automation.

Peter Graf, Senior Vice President Strategy, Genesys

The implementation of AI, whether that be generative, conversational or predictive AI, can have an enormous impact in allowing us to create more personalised experiences for our customers, while also driving greater efficiencies and cost reductions for the business. Join this fireside chat with Kristy Ingall, Manager Customer Operations and John Connolly, Head of Customer Contact Centre at Newcastle Greater Mutual Group (NGMG) and hear how they’re implementing and leveraging AI capabilities to empower agents, uphold world-class service levels and drive operational excellence.

Kristy Ingall, Manager Customer Operations, Newcastle Greater Mutual Group
John Connolly, Head of Customer Contact Centre, Newcastle Greater Mutual Group

No frills, no fluff; just a live demo. Give your agents superpowers with Genesys AI

Leading brands showcase how AI-powered Experience Orchestration has transformed businesses of all sizes. Gain insights and tips to navigate this transformative journey, and explore how AI can uncover new opportunities, enhance customer experiences and drive operational excellence. Hear directly from peers on how to leverage AI capabilities, realise value and scale business impact with the latest AI technology.

Michael McBride, General Manager Customer Service Centre, APM

Hear directly from Genesys strategic partners to discover how the Genesys ecosystem will be a force multiplier for your success. Gain valuable insights on how to chart the next step in your experience transformation journey to deepen customer loyalty and employee engagement.

Stream 1: Next-Gen Agents: Level up your Agents with AI and Agent Co-Pilot

Stream 2: Customer led breakout

Session detail to be confirmed

Stream 3: Getting Cost Out & Leveraging AI: A Systematic, Data-driven Playbook for Success

AI has the potential to revolutionise customer care, but the current reality is that most AI projects fail. In fact, HBR estimates failure rates to be as high as 80%. As a result, customer care leaders looking to invest in AI want to know; where is the value, how do we find it and what’s actually possible?

In this session you’ll learn about a new approach that was born out of contact centre transformation programs, that pairs technology and domain expertise to surface precise and actionable ways to get cost out and systematically pinpoint AI use cases.

Specific topics will include; achieving a forensic understanding of what’s driving customer demand, the identification and quantification of automation opportunities at scale and the business case behind aligning agent performance to best practice. And throughout, the role of AI in unlocking the benefits.

This will be a thought provoking session, based on real-world use cases and methodologies that you can apply within your own organisation.

If you’re unsure where to start or go next in your AI journey, then you don’t want to miss this session.

Stream 4: Successful use of AI in Government and Higher Education

In this session, Western Sydney University (WSU) will share its AI journey leveraging Genesys Cloud to enhance the student and employee experience. By transforming its student engagement hub, WSU has empowered students, typically digital natives, to interact seamlessly on their channel of choice, from voice to WhatsApp, ensuring timely responses and personalised experiences with every interaction.

Stream 1: The Art of the Possible with AI-Powered Experience Orchestration

Think big. Act bigger. In today’s world, ideas are only as good as how they get implemented. With AI-powered experience orchestration, you can go beyond traditional Contact Centre as a Service, creating new experiences for your customers and employees. This session will explore trends in the market and how new use cases can push the boundaries of traditional contact centre thinking.

Stream 2: AI Hype or Reality in Healthcare?

Come hear from Genesys healthcare customers leverage AI to drive a better patient and staff access experience across their 650+ customer base.

• AI-driven solutions include:
  Conversational AI: Utilising intelligent virtual assistants, voice, and chatbots to understand intents and validate interactions.
• Predictive AI: Proactively engaging and routing individuals to the appropriate resources based on predictive insights.
• Generative AI: Identifying patterns in content, summarising conversations, and extracting key information to streamline processes.
• Machine Learning: Identifying potential friction points in the customer journey and implementing proactive solutions.

Add in EHR, CRM and Member Management Systems integration through Genesys Cloud. you can achieve seamless patient and member validation with intent, self-service of routine tasks like scheduling, claim status, authorisations,…. , revenue cycle management, outbound communication, work queue management and more.

Experience the positive impact of automation, self-service, and AI in transforming patient access. Join our session and be part of this journey!

Stream 3: The Critical Role of Customer Experience Insight and Analytics

Unlock the power of data-driven CX decisions. In this session, we’ll dive into how Genesys Cloud enables CX stakeholders to make the best use of data through analytical tools and automatic insights. Learn best practices for turning data into actionable insights, optimising your contact centre, boosting agent performance and measuring the true impact of CX initiatives. Whether you’re a contact centre leader, agent or data enthusiast, this session is for you. Join us and discover how Genesys Cloud analytics and insights can transform your CX and drive business success.

Stream 4: Unleashing Synergy: How Genesys Cloud Empowers Human-AI Collaboration in Contact Centres

During our breakout session, we will explore how Genesys Cloud Workforce Engagement Management harmonises human potential with AI to elevate efficiency and value across contact centre teams. This innovative platform seamlessly integrates advanced AI capabilities with human expertise, empowering organisations to optimise workforce performance and deliver exceptional customer experiences. By leveraging AI-driven insights, automation, and intelligent workforce management tools, Genesys Cloud enables contact centers to achieve higher levels of operational efficiency, cost savings, and customer satisfaction. Join us to discover how Genesys Cloud transforms contact centre operations by unlocking the full potential of human-AI collaboration.

Stream 1: Breaking ground: Discover the Latest in Digital, AI and Journey Management Innovations

Join us to explore the latest innovations spanning digital, AI and journey management. Discover how AI fulfills the promise of delivering seamless, personalised experiences across all interaction points, while journey management empowers you to visualize and optimise these experiences for maximum impact.

Stream 2: The Insurance Experience: An Industry Blueprint to Speed your Journey to Better Business Outcomes

In this session, we’ll look at the insurance industry’s current customer and employee experience landscape – where it’s at and where it’s going. Explore ways we can help you to accelerate on your own journey to delivering better experiences and business outcomes. We’ll do this with the use of blueprints, use cases and real-world insights that have delivered proven business benefits to our insurance customers.

Stream 3: Conversational and Generative AI in Genesys Cloud: Supercharge Customer Experiences

Not all AI is created equal. Join this session to learn about the amazing generative and conversational AI capabilities in Genesys Cloud right now. See how you can support your customers in self-service and your agents as they work with your customers.

Stream 4: Customer Led Breakout 

Session detail to be confirmed

In this action packed plenary you’ll learn about the AI Maturity Model to understand where you are and where you should aim to be with AI. The session will include a number of personal and organisational use cases from Australia’s leading voice on AI in CX. This is a ‘not to be missed’ session for anyone considering AI adoption or looking to expand their current AI journey.

Simon Kriss, Chief Innovation Officer, Customer Experience Innovation Institute

What are the key things to consider when integrating AI to maximise impact? What are the biggest barriers to AI adoption, how to overcome them, balancing AI tech with personalised human interactions and the ways in which AI-driven analytics can enhance our understandings of customer behaviour. Not forgetting some of the ethical considerations that need to be in place when implementing AI.

Join Jeff Wise, Vice President Product Management to hear the latest updates and roadmap for the Genesys Cloud.

Jeff Wise, Vice President Product Management, Genesys