Nordics & Baltics G-summit 2023

08:15

Registration open

Register and mingle in the Partner pavilion

09:00

Welcome!

Johan Lindefors, Viktoria Vianden & Osen Akkemik, Genesys

09:15

Genesys Vision 2023 and Beyond

Peter Graf, Chief Strategy and Operations Officer, Genesys

10:00

Customer story: Nuuday A/S - How to be the best in a competitive market

Staying ahead in a fiercely competitive broadband, TV and mobile market means always creating the best digital services and customer experience. Nuuday embarked on a digital customer experience transformation beyond replacing siloed systems, communications and work practices. The company expanded its use of Genesys Cloud beyond the contact center — giving staff at 40 retail stores the ability to answer calls and messages, make outbound calls, and follow up on leads.

As a result, it saw a 5% uplift in Net Promoter Score (NPS), improved productivity with five times more messaging conversations, and a 40% savings in technology cost and headcount. In this session Michael will tell you all about how they retired 10 legacy systems as part of their transformation to the Cloud and achieved these results.

Michael Stinner, Head of CX and Operations, Nuuday

10:30

Coffee break

Mingle in the partner pavilion, meet our partners, see live demos and expand your network

11:00

WEM - how to elevate your employee experiences

In this session you will learn about how delivering exceptional experiences doesn’t stop with the customer — today’s employees expect them, too. Workforce engagement management (WEM) makes it easy to create great employee experiences. It focuses on the human side of your contact center to improve employee engagement. And it simplifies operations while increasing efficiency.

Paul Turner, Workforce engagement innovation lead, Genesys

11:30

Customer story: Swedbank - a modern and available bank with focus on exceptional customer experiences

Swedbank offers loans, payments and savings to simplify everyday financial life for individuals and companies. Swedbank has its roots in the Swedish savings bank movement, which dates back to 1820. Swedbank has 7 million private customers and 550 000 corporate customers in their four home markets; Sweden, Estonia, Latvia and Lithuania.

In this session Jakob and Martin will take you through how moving their contact centres across all home markets to the cloud is key to improve availability and realization of their omni-channel strategy.

Swedbank will talk about why they decided to move to Genesys Cloud and the ongoing implementation. Swedbank will also discuss the benefits they experience compared to having an on-premises solution, such as cost efficiency and how their employees experience their new solution.

Jakob Palmblad, Strategic Transformation Lead and Martin Nilsson, Head of Communication Solutions at Swedbank

12:00

Lunch

Enjoy a stand-up lunch while mingling in the Partner pavilion

13:00

Genesys solution update

In this session you will learn about the latest product innovation from Genesys, the roapmap of Genesys Cloud and much more.

Merijn te Booij, General Manager, Genesys

13:45

Customer story: Estonian Energy – How to achieve simplicity within a complex contact center

Estonian Energy is an international energy company owned by the Republic of Estonia, with operations across 5 European countries. They are on a journey to zero with their customers, and their goal is to achieve carbon-neutral electricity production by 2035. As part of this sustainability journey they believe in choosing the most emission effective solutions for evert part of the company, and therefore for them, a Cloud experience platform is the way to go.

In this session Kaido will talk about the benefits they see from using Genesys Cloud. He will also discuss how to make it work for people with no IT background, so team leads and CC leads can adjust settings themselves on the go. In addition Kaido will explain how Estonian Energy achieve simplicity by reusing the same logic in their platform setup across different countries, while still fulfilling local market needs.

Kaido Kabral, Customer Service Solution Expert, Estonian Energy

14:15

Coffee break

Mingle in the partner pavilion, meet our partners, see live demos and expand your network

15:00

Be Bold with Genesys in the world of AI

The Digital Revolution: how Artificial Intelligence and experience orchestration are transforming digital channels. In this session Joakim will discuss global AI trends and how use of AI, and optimization of digital channels, improves service automation and customer service.

According to recent studies approximately 80% of consumers say they will recommend and buy more, and more often, from companies that personalize their experiences. Find out how ChatGPT and other AI tools disrupts the market today, and how your company can Be Bold with the help of AI.

Joakim Skalberg, Senior Solution Consultant, Genesys

15:25

Customer story: Falck - How to change your mindset when moving to the Cloud

As part of the company’s transformation strategy, Falck, a Danish healthcare company, decided to move their contact center from an on-premise solution to the Cloud. During this interview Henrik from Falck will talk about what made them chose the Cloud, their learnings so far and share advice on why a company must change their mindset to get maximum return on a Cloud contact center investment.

Henrik Fjordvald, Product Owner, Contact Center Solutions, Falck
Osen Akkemik, Moderator, Genesys

15:45

Panel discussion

Discussion of relevant topics from the day with Genesys customers and speakers.

Osen Akkemik, Moderator, Genesys
Henrik Fjordvald, Product Owner, Contact Center Solutions, Falck
Michael Stinner, Head of CX and Operations, Nuuday
Kaido Kabral, Customer Service Solution Expert, Estonian Energy
Peter Graf, Chief Strategy and Operations Officer, Genesys

16:15

Inspirational keynote: CX is a pilgrimage

Five trends to spice up your customer experience management

• What is the magic of companies that hit the nail on the head, when it comes to delivering memorable experiences that lead to customer loyalty?
• What are the main obstacles in becoming a customer centric company and where should you as a leader spice it up?
• What can you learn from a modern day pilgrim, to grow belief and empathy for your customer and lead the way towards customer success?

That is where the profession of Customer Experience Management comes in. Nienke shares her professional insights while taking you on a pilgrimage. A deep-dive in the newest trends of the CX profession and a tour by foot over a path that is a thousands years old. Going fast and slow, being aware of the power of one and most important of all, spicing it up when it comes to CX. What needs to be done when it comes to the customer centric transformation and where do you come in? After Nienke’s keynote you will know! Nienke is known as the CX expert, speaker and educator in the blue dress!

17:00 – 19:00

Networking reception

Join us in the partner pavilion!  This is a great opportunity to discuss the findings of the day, while enjoying a drink and some tasty fingerfood!