GENESYS G-SUMMIT NORDICS & BALTICS

08:15

Breakfast & Registration

Enjoy breakfast and mingle with our sponsors before we get started

09:00

Welcome!

Viktoria Vianden & Osen Akkemik, Genesys

09:20

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

10:20

Coffee Break

11:00

CX and EX trends in the Nordics & Baltics

In this session Maria Lindell at Redway (previously Telemanagement) will take you through a local perspective of the development of customer and employee experiences. Which are the trends in the Nordic and Baltic countries specifically? Why is it so important to focus on employee experiences to be able to deliver great customer experiences?

Redway is an independent and objective consultancy firm in Sweden consisting of advisors who help their customers create the right conditions to deliver the best customer experiences. They do this by balancing the different perspectives of Human, Technology & Process.

Maria Lindell, Redway

11:30

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.

Alberto Pasi, Genesys

12:00

Lunch

13:00

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

13:45

Breakout session 1

Choose the breakout session you want to attend

1. Genesys Cloud

Learn about the power of Genesys Cloud, our all-in-one contact center that unifies customer and agent experiences, allowing you to listen, predict, act, and learn from your customers so that you can deliver Empathy at scale. In this session you will learn about the solution and what it can do for you as a customer, today and tomorrow.

Nick Wingrove, Genesys

2. Genesys

Are you an enterprise business interested in having your contact center solution match your cloud strategy – private or public? Then this is the session for you. Learn about Genesys, what it is, who it’s for, how it differentiates and the value it will bring you.

Brendan Dykes, Genesys

3. Genesys Digital (DX)

Are you looking to go for digital customer service only? Then you should attend this session and learn how Genesys Digital capabilities can allow your organization to improve customer satisfaction leveraging knowledge while enhancing the customer and employee experience powered by Genesys AI.

James Endres, Genesys

14:30

Coffee Break

15:00

Breakout session 2

Choose the breakout session you want to attend

1. Genesys Cloud Customer story: Teleperformance Nordics

Why Employee experiences matter
As a global leader in the Customer Experience and Business Process Outsourcing space, Teleperformance knows what it takes to build effective teams and deliver exceptional business results. In this session Chief Commercial Officer Linda Persson of Teleperformance Nordic will share her insights on how Teleperformance keep up with ever changing needs of modern consumers and why the employee experience is key to achieve great business outcomes and deliver exceptional customer experiences.

Linda Persson, Teleperformance

2. Genesys Cloud Customer Story: Rainmaker Oy

Managing customer service performance and sales through gamification
Anticipating changes in the value chain of customers businesses and generating measurable added value for customers are at the heart of Rainmaker strategy. We employ about 1,200 people in sales and customer service in Finland.

For almost 20 years, we have focused on the moment the end customer encounters a product or a service. We utilize wide range of gamification techniques and technologies in the management of customer service and the development of employee experience.

In this session Tuukka and Henri will answer the following questions:

– How is overall performance managed for an individual in an ever-changing and multi-channel environment?
– How are customer business goals taken into account in customer service goal planning?
– What role does gamification play in Rainmaker customer service representatives everyday life and rewards?

Tuukka Ahila & Henri Forss, Rainmaker

3. Genesys (Engage) Customer story: DNB Bank

20 years experience of Genesys Engage and the road ahead towards modernization

DNB is Norway’s largest financial services group and one of the largest in the Nordic region in terms of market capitalization. They have used the Genesys Engage platform to offer great customer experiences for the past 20 years.

In this session Abhi and Ketil will go over how the platform has supporter their goals over the years and their view of the future within CX. Abhi will explain DNB’s chat automation strategy and solution, and Ketil will talk about the journey sofar and DNB’s strategies for modernization.

Abhilash Nair & Ketil Berge, DNB Bank ASA

15:45

Panel discussion

Panel discussion with speakers from the day

16:15

Special guest: Arvid Axland

How to design meaningful experiences

Arvid Axland will give you some awakening inspiration of how you can become more successful as a company with an innovative customer experience approach. He will present a way of thinking as well as sensational examples from companies that have succeeded, from his book “the art of designing meaningful experiences”.

Arvid Axland is a Swedish thought leader within Customer Experience. Arvids mission with his book and his lectures is to have more companies discover the possibilities of acting as a holistic and meaningful experience. People’s view on what is important and valuable in their relationship with companies and consumption is changing fundamentally. And fast. That takes some radical rethinking in how you act as a company. A huge business opportunity if you like.

17:00

Closing remarks

Osen Akkemik, Genesys

17:15

Networking reception

Mingle with your peers and ours sponsors, while enjoying drinks and fingerfood in the partner pavilion