Xperience EMEA North 2024
Join us on 24th September 2024 at Genesys Xperience EMEA North, live in Amsterdam (Theater Amsterdam). You will meet your peers, learn from industry experts and customers from regions Nordics & Baltics, Benelux, Alps, Eastern Europe and Germany. This year, our theme ‘Your Future Accelerated’ will showcase how empathy, AI and automation create outstanding experiences for your customers and employees.
PLEASE NOTE: Attending the event is free of charge. Due to ticket limitations for 5 regions, registrations will be reviewed for final approval. There will be some registration guidelines (number of tickets per customer, partner registration etc), which will be shared via your Genesys contact.
Immerse yourself in the future of experience
Discover how to accelerate business success by joining us this September in Amsterdam. Whether you’re new to Genesys, an existing customer or part of our growing ecosystem, this conference is packed with the topics to help you transform your customer and employee experience:
*This is an end-user event and is subject to approval.
- AI-powered experience orchestration
- Open platform and ecosystem
- Artificial intelligence and automation
- Customer journey management
- Workforce engagement management
- Channel-less interactions
- And much more
Agenda
Check back later for the full agenda.
Xperience EMEA North
24/09/2024
08:15 AM – 09:00 AM
Registration & Coffee
09:00 AM – 09:15 AM
Welcome to 'Your Future Accelerated' with Genesys
Osen Akkemik, Heinrich Welter, Daniel Karadza, Genesys
09:15 AM – 10:00 AM
Accelerating the Future of AI-Powered Experience Orchestration
Peter Graf, Genesys
10:00 AM – 10:20 AM
Panel Discussion
10:20 AM – 10:40 AM
Customer story: Benify – benefits of CX Cloud from Genesys and Salesforce
Philip Hagenfeldt, Benify
Delivering on the expectations of today’s experience economy requires unifying customer experience, workforce employee management and CRM like never before. In this session Philip from Benify will talk about their implementation of the new CX Cloud solution from Genesys and Salesforce, discuss best practices and benefits they see.
10:40 am – 11:10 am
Coffee break
11:10 am – 11:50 am
WEM deep-dive: A journey to unlocking employee potential for maximum business impact
Merijn te Booij, Genesys
Hear about where the future of workforce engagement managment practices and how it supports new trends in employee experience. Is AI a blessing or a curse? Learn how to build an engaged and high-performing workforce by reshaping processes, behaviors, technology and metrics that unlock the full value of your employees. Walk away with a better understanding on the importance of an employee-centric operating model for your contact center.
11:50 AM – 12:10 PM
Customer story: Rabobank – Building the future of customer interactions
Derco Zeegers, Lead Product Manager Conversational AI, Rabobank
12:10 PM – 01:20 PM
Lunch
01:20 PM – 02:00 PM
Genesys AI deep dive
Joe Smyth, Genesys
Genesys Cloud – the AI first platform – secure, compliant, and ready for scale.
02:00 PM – 02:20 PM
Customer story
02:20 PM – 02:50 PM
Work Automation: Fulfilling the customer need as you go beyond the front office
Your customers speak to agents to get their issues resolved. However, if the front office agent cannot solve the issue, it flows into the back office to complete. That back office is often a unknowable realm with no link to the front office and no traceability or reportability. Discover how Work Automation in Genesys Cloud can speed up these processes and give you visibility of the back office like you have in the front office.
Marc Sassoon, Digital and AI specialist, Genesys
02:50 PM – 03:10 PM
Customer story: Increasing customer satisfaction using work automation
In this session Valerie will discuss how KPN and Genesys worked very closely on the innovation of work items where tasks and tickets are included in the contact center of KPN. This enables KPN to increase insights on the workstreams, route traffic better and ultimately increase customer satisfaction!
Valerie Stam, VP Omnichannel Performance
03:10 PM – 03:40 PM
Coffee break
03:40 PM – 04:00 PM
Customer story: Lufthansa
04:00 PM – 04:45 PM
External Keynote
04:45 PM – 05:00 PM
Closing Remarks & Wrap Up
Osen Akkemik, Heinrich Welter, Daniel Karadza, Genesys
05:00 PM – 06:30 PM
Networking Reception
Speakers
Heinrich Welter
VP Sales Northern & Eastern Europe, Genesys
Daniel Karadza
Country Manager & Senior Director Sales Germany, Genesys
Peter Graf
SVP Strategy, Genesys
Osen Akkemik
Senior Director Customer Success, Genesys
Merijn te Booij
GM Workforce Engagement Management, Genesys
Joe Smyth
SVP of R&D, Digital & AI, Genesys
Derco Zeegers
Lead Product Manager Conversational AI, Rabobank
Philip Hagenfeldt
Commercial System Lead, Benify
Sponsors
Silver Sponsors
