GENESYS G-SUMMIT UKI 2022

08:30 am

Breakfast & Registration

Enjoy breakfast and mingle with our sponsors before we get started

09:30 am

Welcome!

EJ Cay, Genesys & Martin Hill-Wilson, Brainfood Consulting

09:45 am

Genesys Vision & Empathy in Action

Genesys believe that the best way for you to connect with your customers is through empathy. Peter 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.

Peter Graf, Genesys

10:10 am

Industry Perspective - Pivoting Experience Management To Remain Relevant

More than ever, customers and colleagues need responsive organisations. Ones that are tuned into individual priorities now emerging from a world full of uncertainties. Loyalty and well-being have never been more closely coupled. This is the new chemistry of experience management. From service design to the technology enablement of experiences, everything must work together. Making outcomes easy to reach.

It is time to step up again.

Martin Hill-Wilson, Brainfood Consulting

10:30 am

Genesys Keynote – Genesys Digital & AI

Genesys Digital & AI can deliver huge benefits to businesses at speed and at scale. Hear the latest updates on our recent releases, and how this can deliver incremental value across all your customer engagement channels.

Richard Bassett, Genesys

10:50 am

Coffee Break & Speakers’ Corner

Solutions Pavilion

11:15 am

Customer Story - Virgin Atlantic Airways

As one of the leading airlines in the world with innovation at the heart of their brand values, Virgin Atlantic Airways embarked on their customer service digital transformation in 2018. Having integrated voice, web chat, messaging apps and social media on the Genesys platform, they can now deliver truly omnichannel experiences that not only increase customer satisfaction but help their agents work much more effectively. With 40% of their customer contacts now taking place on digital channels hear first-hand how Virgin Atlantic Airways turned their contact centre into a value centre.

Ceri Davies, Virgin Atlantic Airways

11:35 am

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

11:55 am

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.

Amy King, Business Psychologist and Head of Wellbeing, Sabio

12:15 pm

Genesys Keynote – Contact Centre Orchestration/Customer Journey Orchestration

Customer-centric companies rely on the Pointillist by Genesys solution to improve every contact centre experience, increase customer and employee satisfaction, boost contact centre performance and reduce cost to serve. In this session you’ll learn how you can measure & monitor omnichannel experiences both within and beyond the contact centre to deliver frictionless, connected experiences and orchestrate actions that maximise journey success.

Shane Cough, Pointillist

12:35 pm

Lunch & Speakers’ Corner/Insurance Roundtable

Solutions Pavilion

Insurance Roundtable (Invitation Only)

Leveraging technology to address Insurance business challenges.

During our time together we will discuss how AI technology and other innovations are becoming the new normal, and how many financial firms are shifting their roles from being payers to partners by redefining customer experience.

This is a unique opportunity to hear from our insurance experts at Genesys and share your views with other EMEA industry leaders.

Gilles Talbot, Genesys

02:00 pm

Customer Story - CMO Stores

As the UK’s largest online-only retailer of building materials, the CMO Group has been a disruptor in the construction sector since inception. With one of their main USP’s being their industry leading and knowledgeable customer service, hear why they chose Genesys as their long term strategic partner and how they are utilising the Genesys platform to transform their service offering to customers, improve their agent experience, bring siloed processes and contact channels together, and seamlessly integrate new acquisitions into their group.

Nick Fisher, CMO Stores

02:20 pm

Partner Keynote

Details to be added soon!

02:40 pm

Analyst Speaker

The Consumer Reinvented.  Trends in Customer Experience 2022 and Beyond.

Alexander Michael, Frost & Sullivan

03:00 pm

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

03:20 pm

Coffee Break & Speakers‘ Corner

Solutions Pavilion

03:45 pm

Panel Discussion - Partners in Transformation

Meeting the demands of today and tomorrow

Through digital innovations, insurers, retailers, banks, telcos and government are shifting toward an “as-a-service” model, empowering customers and employees. Leaders across industry sectors are leveraging these innovations to deliver dynamic customer experiences and leapfrog the competition.

Hear from industry sector leaders as they discuss:

• The shifts in digital experiences and how to avoid getting left behind
• How to accelerate your digital journeys
• How to enable a future operating model that delivers innovation and transformation at scale and speed

Manan Sagar – Genesys & Customers

04:15 pm

Special Guest Speaker! Jill Scott MBE in conversation with Helen Briggs

One of England’s most decorated players, Jill Scott MBE is one of the select few Lionesses to have surpassed 150 caps and after featuring at no fewer than nine major tournaments she finally got a winners’ medal as part of the team who won EURO 2022 on home soil.

Jill Scott MBE and Helen Briggs

04:45 pm

Closing remarks

EJ Cay, Genesys & Martin Hill-Wilson, Brainfood Consulting

05:00 pm – 06:30 pm

Networking Reception & Speakers‘ Corner

Mingle with your peers and ours sponsors, while enjoying drinks and fingerfood in the Solutions Pavilion.