CX Tour

8:00 am – 9:00 am

Registration

9:00 am – 9:10 am

Welcome to CX Tour Perth

Tamsin Daly, Account Director SA/WA, Genesys

9:10 am – 9:35 am

A Bold New Vision: Transform your Business with Experience Orchestration

Hear about our bold vision for the future. Explore the future of CX and discover how to create a new vision for your business that delivers the power of empathy to every experience by orchestrating personalised experiences at scale. Delight your customers, engage your employees and differentiate your brand through personalised, empathetic experiences — seamlessly delivered through continuous innovation on Genesys Cloud.

Mark Buckley, Vice President, Australia and New Zealand, Genesys

9:35 am – 10:00 am

Customer Fireside Chat: Reduced complexity and enhanced productivity

Michael McBride, General Manager Customer Service Centre, APM
Robert Lattuca, Director Sales, Genesys

10:00 am – 10:20 am

Practical Experience Orchestration: Harnessing the Power of AI in the Contact Centre

Unlock the game-changing benefits of AI in the contact centre to enhance the customer experience, while reducing cost and growing revenue. This talk explores practical strategies of leveraging AI to tackle traditional Contact Centre challenges. Discover how pairing new AI capabilities with existing technology can accelerate digital transformation and customer experience goals. Simple strategies to create a win-win for your organisation and your valued customers.

Phill Townsend, Strategic Director, AI & Digital APAC, Genesys

10:20 am – 10:50 am

Morning tea

10:50 am – 11:15 am

Customer Fireside Chat: CX Evolution to drive better experiences and operational efficiencies

Serina Gill, Head of Marketing, Kinatico
Tamsin Daly, Account Director, SA & WA, Genesys

11:15 am – 11:35 am

Live Demonstration: Experience Orchestration in Action

Jarryd Tuyau, Senior Solution Consultant, Genesys
Matt McPhee. Principal Solution Consultant, Genesys

11:35 am – 12:00 pm

Customer Fireside Chat: On the Road to Experience Orchestration

Hear from Genesys customers on their journey to Experience Orchestration. We’ll discuss the role that people, processes and technology play in transforming the CX at an organisation. They’ll share the steps they took to better understand customer needs and use data to coordinate technology in a more meaningful way that drives business growth.

Brent Alexander, National Manager Customer Relationship Centre, Beyond Bank
Phill Townsend, Strategic Director, AI & Digital APAC, Genesys

12:00 pm – 12:45 pm

What’s Next for Genesys Cloud? Innovation for Transformation

Jarryd Tuyau, Senior Solution Consultant, Genesys

12:45 pm – 1:45 pm

Lunch

1:45 pm – 4:00 pm

Afternoon workshop A - Build a business case to achieve AI powered business outcomes

1:45 pm – 4:00 pm

Afternoon workshop B - Unlock and maximise your potential with Genesys Cloud

4:00 pm – 5:30 pm

WA Wine Tasting Networking Event