GENESYS G-SUMMIT BENELUX 2022

08:45 – 09:30

Registration & Coffee

Register and mingle with our sponsors before we get started

09:30 – 09:40

Welcome at G-Summit Benelux 2022

Edwin Fluit, Michel Delfosse, Genesys & Sarah van der Wiel

09:40 – 10:10

CX maak je met klanten!

Is het een trend? Is het een nieuw soort marketing? Is het onderdeel van CS? Het is customer experience. Een vakgebied dat zijn belang inmiddels bewezen heeft, en waar veel bedrijven mee stoeien om goed toe te passen. Eén ding staat vast, customer experience maak je met klanten. Echte klanten én vertegenwoordigers van die klanten in de organisatie. Customer service heeft die vertegenwoordigers, alleen worden zij zelden zo gezien en/of ingezet. Hoe maak je in deze tijd van digitalisering, een krappe arbeidsmarkt en stijgende kosten customer service het kloppend hart van customer experience?

Sarah van der Wiel

10:10 – 10:55

Genesys Vision & Empathy in Action

Genesys believe that the best way for you to connect with your customers is through empathy. Merijn will take you through our vision and the latest trends, opinions and examples on how the world of Customer and Employee Experience is changing for everyone.

Merijn te Booij, Genesys

10:55 – 11:25

Coffee break

11:25 – 11:55

How Artificial Intelligence and Machine Learning can enhance the customer experience

Why should you pick one AI solution when you can get all of them? Learn about how Genesys allows you to use the best artificial solutions suited for your needs across the market, orchestrating them to enhance the customer experience and to deliver a personalized services.

Berkay Ozkose, Genesys

11:55 – 12:15

Customer story - Sabio

The behavioural science of agent wellbeing: a new era of healthier more sustainable workplace cultures

The world of contact centres has fundamentally changed in recent years, driven by innovation in technology and AI. But what about the human experience? Have we stood still on this? Gone backwards? Are we guilty of driving a self-perpetuating cycle of hiring, burnout and attrition? This session is focused on why burnout is rife more than ever before and how we need to make a profound shift in our measurement, thinking and behaviours to drive healthier and thriving cultures. With behavioural science at the heart of this, real change can be made.

Dr Phoebe Asquith, Sabio Group

12:15 – 13:15

Lunch

13:15 – 13:35

Customer story - Cognizant

A Contact Center Cloud Transformation

Your global centralized contact center solution is struggling to meet the demands of your customers. You need to digitally transform the infrastructure globally, but where do you start? Which platform? Which Provider? You get one shot at it. No pressure, right? With customer experience a key focus, Brenda walks us through her team’s story from scribbles on a napkin to the successful implementation with Genesys and Cognizant.

Brenda Williamson, Siemens

13:35 – 14:20

Welcome to the Wonderful World of the WEM-Verse

Would we be building the same thing for operational and people management if we could do it all over again? We think not. Join me for a journey through the wonderful parallel universe of what can be. Learn the basics, the tricks and maybe the future.

Merijn te Booij, Genesys

14:25 – 15:50

Breakout sessions

15:55 – 16:40

Keynote - How to design meaningful experiences

How can you succeed in your business by being more emotional, more human and more experiential?

Arvid will give you some awakening insights of how you can become more successful with an innovative experience approach. As a company and as a person. He will present a new way of thinking as well as inspirational examples on how to do it.

Arvid Axland

16:40 – 17:00

Closing remarks & wrap up

Sarah van der Wiel

17:00 – 18:30

Networking reception

Mingle with your peers and ours sponsors, while enjoying drinks and fingerfood.