Genesys Community Day Sweden

08:30

Registration opens

09:00

Welcome!

Fredrika Eineskog, Norion Bank & & Osen Akkemik, Genesys

09:10

Genesys Vision & CX Market trends 2024

Tom Wuyts – VP Customer Success, Genesys

10:00

Accessing the power and possibility of AI with Genesys

The recent buzz about generative AI has sparked renewed interest in AI, but it hasn’t delivered a clear answer to the age-old question: Where do we start? We’ll explore the Genesys applications of AI across multiple dimensions in CX, introduce our new AI adoption framework and more flexible, token-based pricing.

Carl Thompson, Genesys

10:30

Coffee break

11:00

Customer story: Electrolux

Start small, dream big – Electrolux Group’s journey towards a consumer centric contact center

The consumer centric contact center should provide immediate, personalized support, anytime and anywhere. Electrolux Group has transitioned to consumer-centric care centers as part of its business-to-consumer (B2C) and direct-to-consumer (D2C) sales strategy that leverages the Genesys Cloud® platform, along with Google Cloud CCAI bots and SAP integration.

Anna Hjalmarsson, Engineering Manager Digital Channels & Gleb Klimenko, Product Owner at Electrolux

11:30

Workshop - networking corners

We will divide the room into 4 areas, where you go to discuss one the following topics with other customers attending the event;

Omnichannel strategy – how to choose the “right” channels

• Customers needs to be met in their channel of choice. A challenge can be how to together handle the channels and create a setup where the different channels create synergies. How do you balance customer needs with business processes? Discuss this topic with your peers and gain valuable insights to improve your omnichannel strategy.

Generative AI – AI strategy in the Contact Center

• Generative AI is one of the hottest topics at the moment. The use cases and potential benefits can be many but there are also pitfalls. How do you start and how should you look at generative AI? Take the opportunity to exchange experiences with your peers.

WEM – employee experience

• Over the last couple of years employee experience and performance has become more important and not only focusing on traditional Workforce Management. Engaged and knowledgeable employees meeting your customers is key for your customer experience and business results. Attend this session to discuss how Workforce Engagement Management can help take your employee experience and performance to the next level.

Global reach – how to scale globally

• The benefit of a fully scalable and global solution is to set up your operation across the Globe. How do you optimize operational benefits? Come to this Corner and discuss with your peers and share best practices on this topic.

12:30

Lunch

13:30

Empowering Agents, Delighting Customers: New Features in Genesys WEM

Discover how the latest features in Genesys WEM are set to transform both agent experience and customer satisfaction. This presentation will delve into innovative tools and enhancements that streamline operations and optimize workforce engagement. Learn how these advancements foster a more productive environment and significantly improve service delivery across all customer touchpoints.

Thomas Weschke, Genesys

14:00

Customer story: Norion Bank

The modern contact center – where employee experiences matters

Fredrika and Erik at Norion Bank (previously Collector Bank) will talk about their journey, as they replaced their old on-premises technology with a modern cloud solution, Genesys Cloud. Their story will focus on how modern technology can help enable employees to influence their everyday work life, while also enabling them to take better care of their customers. During this presentation you will also get advice on how to hire the right people for the contact center and how to get your employees to use all tools available to them. All this with one goal; happy employees that stay with you longer.

Fredrika Eineskog, Head of Contact Centre and Erik Björkroth, Work Force Management at Norion bank

14:30

Coffee break

15:00

Demo - CX Cloud from Genesys and Salesforce

Demo of this jointly released new solution which natively combines a unified, artificial intelligence (AI)-powered agent workspace in Salesforce Service Cloud with enterprise contact center and workforce engagement management (WEM) capabilities from the Genesys Cloud CX® platform.

Jens Olesen, Genesys

15:20

Panel discussion

Discussion of relevant topics with Genesys customers

• André Christian Nygård Odinsen, Talkmore
• Bruno Cesar Dias Silva, Electrolux
• Fredrika Eineskog, Norion Bank
• Håkan Edlund, Lowell
• Osen Akkemik, Genesys

15:50

Closing remarks

Fredrika Eineskog, Norion Bank & Osen Akkemik, Genesys

16:00 – 18:00

Networking

Continue your conversations from the day in a nice setting, enjoying drinks and some tasty finger food!