CX Tour

8:00 am – 9:00 am

Registration

9:00 am – 9:10 am

Welcome to CX Tour Adelaide

Tamsin Daly, State Lead, WA & SA, Genesys

9:10 am – 9:45 am

Accelerating the New Era of AI with Experience Orchestration on Genesys Cloud

A global awakening to the powerful potential of artificial intelligence has created an unprecedented opportunity in the experience economy. As organisations consider the ways AI has and will continue to change how products and services are marketed, offered and supported, they also are discovering the important role AI plays in attracting customers and top talent and, more importantly, earning their loyalty. At the dawn of this new “Era of AI,” fully harnessing the technology’s potential requires a trusted and

proven all-in-one platform, born in the cloud and powered by AI, grounded in empathy and capable of delivering personalised, end-to-end experiences at scale.

Antoine Ducarme, Vice President, Solutions Consulting, APAC, Genesys

9:45 am – 10:15 am

Customer Fireside Chat with Q&A: Leveraging AI Capabilities to Drive Efficiencies

Brent Alexander, National Manager, Customer Relationship Centre, Beyond Bank
Tamsin Daly, State Lead, WA & SA, Genesys

10:15 am – 10:45 am

Morning tea

10:45 am – 11:10 am

Customer Fireside Chat with Q&A: The Intricacies of Orchestrating a Healthcare Journey

Sharon Paulson, Head of Digital Workplace Services, ECH
Jenny Reichard, Senior Industry Executive Healthcare, Genesys

11:10 am – 11:30 am

Live Demo: The New Era of AI with Experience Orchestration

No frills, no fluff; just a live demo. Give your agents superpowers with Genesys AI.

Annemarie Hodgson, Senior Solution Consultant, Genesys
Josh Jeffries, Senior Solution Consultant, Genesys

11:30 am – 12:00 pm

Customer Fireside Chat: Overcoming the Biggest Barriers to AI Adoption

What are the key things to consider when integrating AI to maximise impact? What are the biggest barriers to AI adoption, how to overcome them, balancing AI tech with personalised human interactions and the ways in which AI-driven analytics can enhance our understandings of customer behaviour. Not forgetting some of the ethical considerations that need to be in place when implementing AI.

Raz Boomgaard, GM NCS, News Corp Australia
Jason Gilmore, Senior Customer Success Manager, Genesys

12:00 pm – 12:30 pm

The Future of Genesys Cloud and the Transformational Shift in our Industry

What’s Next for Genesys Cloud? Hear the latest updates and roadmap for the Genesys Cloud.

Julian Tass, Principal Solution Consultant, Genesys

12:30 pm – 1:30 pm

Lunch

1:30 pm – 4:00 pm

Afternoon Workshop A- AI-Driven Employee Engagement

Artificial intelligence is transforming employee engagement. Join our workshop to explore strategies that blend responsible automation with human-centric practices, fostering a thriving workplace. Learn how to support supervisors with the tools they need to lead and inspire effectively by balancing technology with empathy.

Equip yourself with the knowledge and skills to elevate employee engagement and create a future-ready workforce.

1:30 pm – 4:00 pm

Afternoon Workshop B- Bringing Experience Orchestration to Life

You saw it demonstrated, you’ve heard the vision, you want to know how you can do it. Let us take you through how it’s done . Not only will you see how we did it in Genesys Cloud, but we will guide you through how you can uncover the value Experience Orchestration can bring to your organisation.

4:00 pm – 6:00 pm

Networking Event