Thank you for registering for the Genesys Leadership Summit November 15-17, 2022, at the Hotel Café Royal, London. We look forward to seeing you there! Please reach out to Lara.Booth@genesys.com with any questions.
15-17/11/2022
Thank you for registering for the Genesys Leadership Summit November 15-17, 2022, at the Hotel Café Royal, London. We look forward to seeing you there! Please reach out to Lara.Booth@genesys.com with any questions.
Due to the exclusive nature of this event, this invitation is being extended to you personally. Completing this form does not guarantee your event acceptance. This invitation is non-transferable without approval from Genesys.
Customer Experience business leaders face daunting new challenges when it comes to providing a full, omnichannel, end-to-end customer journey. The Genesys Leadership Summit is designed to advance your knowledge in the latest industry trends and innovations while exploring how the current economy and cultural shifts will impact CX in the future. Join this exclusive community of CX leaders November 15-17 to fast track your CX digital transformation journey.
Putting customers, and employees, at the centre of CX orchestration is a critical component to better managing the end-to-end customer journey and the overall success of your business. But this isn’t the only one that matters.
The Genesys Leadership Summit is the event where you will learn the latest industry trends and innovations from thought leaders and CX industry influencers while exploring how the current economy and cultural shifts will impact CX in the future.
The summit provides the chance to engage with peers who have recently undergone changes to their CX orchestration, and have open, frank conversations about ‘lessons learned’ and what they would do differently if they were doing it again.
Fastrack your CX digital transformation journey and get a head start on your strategy going into the new year
Expand your CX network with new peer, thought leader and influencer relationships, plus get face time with Tony Bates and the Genesys executive leadership team
Learn the latest trends and innovations direct from thought leaders, influencers and other industry experts
Take part in peer discussions on topics important to you and your organisation’s CX journey. Have open, frank conversations about ‘lessons learned” from those who have ”been there, done that”
Have a little bit of fun. We’ve got a few ideas up our sleeve to help you connect with your peers while enjoying the full charm of this historic hotel.
We are hard at work creating a meaningful, discussion-based agenda full of value for you. Explore the timeline below and check back soon for full session details. Agenda is subject to change.
06:30 pm – 07:30 pm
Welcome Reception
07:30 pm – 10:30 pm
Dinner
08:00 am – 09:00 am
Breakfast
09:00 am – 09:30 am
Welcome & Introductions – Merijn te Booij, GM WEM Practice
09:30 am – 10:00 am
Empathy in Action – Yasser El-Haggan, Senior Vice President & Field CTO,
Join Genesys CEO Tony Bates for a thoughtful discussion on empathy and the importance of employee experience in delivering superior customer experience. In this session, we’ll explore how consumer and employee expectations are changing and the right approach to achieving success in the experience economy. We’ll discuss how organisations can develop actionable systems of empathy; where organisations are along the path to becoming empathy-centric, and the biggest gaps to reaching their goals.
10:00 am – 10:40 am
Digital Innovation & Journey Orchestration – Elcenora Martinez, VP Digital & AI Innovations
Customers and employees want to be delighted with smooth, effortless, personalised experiences, not only while interacting in the contact centre, but before they get there and after they leave. This full visibility underpins an enduring focus on connected data and the delivery of empathy across all experiences. Learn how customers are delivering frictionless familiarity in every customer experience today and the power of the platform to support digital empowerment and deliver effortless innovation.
10:40 am – 11:00 am
Coffee Break
11:00 am – 11:30 pm
Welcome to the Wonderful World of the WEM-Verse – Merijn te Booij, GM WEM Practice
Would we be building the same thing for operational and people management if we could do it all over again? We think not. Merijn takes you on a journey through the wonderful parallel universe of what can be. Learn the basics, the tricks and maybe the future.
11:30 pm – 12:00 pm
Genesys: A Future Proof Partnership – Brian Swartz, CFO
As our CFO, Brian will share a CFO’s perspective on the broader economic environment and how organizations can continue to invest in turbulent conditions. As a market leader in the CX arena, Brian will share ‘Why Genesys, Why Now’.
12:30 pm – 12:45 pm
Siemens Healthineers – Customer Testimonial – Jochen Hostalka, VP IT, Siemens Healthineers
Siemens Healthineers is a global leader for medical equipment and services with more than 50,000 employees and representation in over 70 countries. In his current position, Jochen and his global team are driving the digital transformation of Siemens Healthineers´ global Customer Service. The organisation is determined to be “Always On. Always in touch” with their customers. Genesys is a key pillar in the strategy to establish a strong and global Digital Core. Within 7 months Healthineers harmonised 3 legacy call centres and onboarded more than 2,000 agents around the world including main sites in USA, Germany & China. Today they have 4200 agents live in 42 countries. Genesys delivers unknown levels of transparency and flexibility and is transforming Healthineers´ way of communication with customers and partners.
12:45 pm
Lunch
01:45 pm – 02:15 pm
Customer Testimonial – TBC
02:15 pm – 02:45 pm
Analyst Perspective on the Future of CX – Adrian Swinscoe, Independent Analyst
02:45 pm – 03:15 pm
“Welcome to Genesys” – Now What? – Neil O’Donoghue, SVP Professional Services & Customer Success
Neil O’Donoghue, our SVP of Customer Success and Services will talk about our Customer engagement model with you, from the early stages of starting a project all the way through your journey as you grow and deliver your CX strategy in your organisation.
03:15 am – 04:00 am
Customer panel – Siemens, Sage, OVO, Virgin Atlantic
04:00 pm – 06:00 pm
One-on-One’s
06:30 pm
Pre Dinner Drinks
07:00 pm
Dinner
AM
Breakfast at Leisure
Opportunity for additional 1:1’s as required – either with Genesys Execs or Genesys customers
AM/PM
Departures for all
PLEASE NOTE: We understand your time is valuable. If you need to leave the event early, we’ve structured the schedule so that the activities and lunch on Thursday are optional. If you are able to join us however, we promise you’ll get tremendous value out of this unstructured time with your peers.
Check back soon for a full list of speakers, influencers and CX leaders.
VP Global Sales-Pointillist, Genesys
Senior Vice President & Field CTO, Genesys
Chief Financial Officer, Genesys
GM WEM Practice, Genesys
SVP Customer Success & Services EMEA, Genesys
Senior Vice President IT – Customer & Enterprise Services, Siemens Healthineers
Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX
All expenses are covered apart from travel and any personal incidentals. This includes accommodations, meals, and offsite activities.
Soon after registration, you will receive a confirmation email. That will be followed by a form where you can provide travel details and dietary restrictions.
Please email Lara.Booth@genesys.com with any questions and a member of the team will get back to you.
The Genesys Leadership Summit will take place at the luxurious Hotel Café Royal.
Ideally situated where St. James’, Mayfair and Soho converge, this luxury hotel on Regent Street has an unparalleled setting. For over 150 years, the Café Royal has welcomed those who make a difference, from Oscar Wilde and Winston Churchill to Princess Diana and David Bowie. The only place in London to convene, converse, and celebrate.
Genesys will book all accommodations on your behalf.
