Name: G-Summit SEAsia 2023
Start: 2023-10-10
End: 2023-10-12

Agenda

10 Oct: Pre-Conference | 11-12 Oct: Main Conference

Tuesday, 10 October 2023

01:30 pm – 05:30 pm

Registration & Customer Site Visits*

See Genesys Cloud live and in action at customer sites across Bangkok. Site locations to be released soon. Transportation included.

Confirmed sites:

DTAC
One to One Contacts
PTT Digital
Robinhood
Siam Commercial Bank

*subjected to availability & approval
*opened to customers and prospects only with one site visit per person

05:30 pm – 07:00 pm

Welcome Reception

Wednesday, 11 October 2023

08:15 am – 08:55 am

Registration and Exhibition

09:00 am – 09:10 am

Welcome to G-Summit SEAsia

– Sim Hua Lui, Vice President, SEA & Greater China, Genesys

09:10 am – 09:30 am

Bold Vision: Deliver the Power of Empathy to Every Experience

Joined by Dr. Lisa Patvivatsiri, Group COO and Business & Digital Transformation at Thai Holdings Group, and led by our SVP & GM for APAC, Assaf Tarnopolsky, 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 personalized experiences at scale.

– Assaf Tarnopolsky, Senior Vice President and General Manager, APAC, Genesys

– Dr. Lisa Patvivatsiri, Group COO and Business & Digital Transformation, Thai Group Holdings

09:30 am – 09:45 am

Fireside chat: Connecting with Customers in the Not-for-Profit Sector

– Nuttapol (Nutt) Plukpaiboon, Head of Acquisition, Private Sector Fundraising and Partnership, Unicef

– Kulachart Ngernpermpoon, Country Manager, IndoChina

09:45 am – 10:15 am

Bold Innovation: Create Personalised Experiences with Genesys Cloud

Genesys Executive, Merijn te Booji, General Manager for WEM, and customers share how to delight your customers; engage your employees; and differentiate your brand through personalised, empathetic experiences – seamlessly delivered though continuous innovation by Genesys Cloud.

The experience economy is a real challenge for organisations today. Hear what’s to come on Genesys Cloud that keeps you competitive, relevant and supporting your customers and employees. Merijn will share our key R&D priorities, advancements in Experience Orchestration and how innovation will help you continuously optimise your CX strategy to stay ahead.

– Merijn te Booij, General Manager, WEM, Genesys

10:15 am – 10:45 am

Experience Orchestration: Leveraging AI to deliver personalisation at Scale

Leveraging AI for personalized customer experiences is revolutionizing business competitiveness in the digital era. By analyzing a plethora of customer data, AI can anticipate individual needs and preferences, facilitating real-time responses and personalized product recommendations. This transition to a more individual-centric approach not only enhances customer satisfaction but also augments business efficiency and revenue generation. Hear how genesys is leveraging AI to deliver personalisation at scale.

– Phillip Townsend, Digital & AI Lead, Genesys, APAC, Genesys

– Satish Annamalai, Journey Analytics Lead, APAC, Genesys

10:45 am – 11:15 am

Coffee Break & Exhibition

11:15 am – 11:35 am

Fireside chat: NTT’s 2023 Global Customer Experience Report

In this session, Pranay Anand, VP NTT Singapore, will share the stage with William C., VP CX Delivery, Innovation, and Business Intelligence, NTT Business Processing Outsourcing, for a fireside chat to share insights from NTT’s 2023 Global Customer Experience Report and discuss how NTT is helping organizations in leveraging technology to digitalize, innovate, enable and empower employees to drive efficiency and exceptional customer experience.

– Pranay Anand, Vice President, NTT Singapore

– William C., VP CX Delivery, Innovation, and Business Intelligence, NTT Business Processing Outsourcing

11:35 am – 11:55 am

Customer experience in a channel-less future

In this session, you’ll learn how to deliver a CX strategy that’s focused on your customers — not your channels. You’ll leave understanding how to gain an advantage by enabling deeply interconnected digital experiences for both your customers and employees.

– Chris Becker, Global VP, Architecture & Industry Innovation Group, Genesys

11:55 am – 12:15 pm

Extend Genesys Cloud Beyond the contact with AppFoundry® Marketplace

– Felix Leong, Senior Director, API Sales, APAC, Vonage

– George Aprane, VP, Channels & Alliances APAC, Genesys

– Kulachart Ngernpermpoon, Country Manager, IndoChina

– Morakot Apinyankul, Vice President, Application and ICT Solutions, National Telecom Public Company Limited (NT)

– Patrick Forrester-Roberts, Vice President Global Sales, SuccessKPI

12:15 pm – 12:35 pm

Fireside chat: Genesys and Salesforce AI Powered Customer Experience and Relationship Management Solution

In this fireside chat hear from Antoine Ducarme, VP Solutions Consultants from Genesys, and Vivek Mahapatra, Regional VP from Salesforce, as the discuss how the strategic collaboration is helping businesses bring together their data, agents, bots and communication channels for smarter end-to-end customers and employee experiences.

– Antoine Ducarme, VP Solutions Consultants, Genesys

– Vivek Mahapatra, Regional VP, Salesforce

12:35 pm – 01:00 pm

Experience Orchestration live demo

Join us live to see how Genesys can empower you to create exceptional experiences on any channel the customer chooses.

– Doddy Kartiwa, Principal Solution Consultant, SEA, Genesys

– Glendon Wong, Manager ASEAN Solution Consulting, Genesys

– Partitan Rungkrae, Principal Solution Consultant, SEA, Genesys

01:00 pm – 02:00 pm

Lunch & Exhibition

02:00 am – 03:40 pm

Breakout Track One

2:00pm – 2:30pm	5 Global Verticals Themes, Trends and Opportunities – Driving Customer Contact Operative Intelligence will present the latest data on what’s driving customer contact across 5 Global verticals (Insurance, Financial Services, Healthcare, Consumer Goods, Travel & Hospitality). From this session, understand trends and insights relating to volume, customer satisfaction, resolution rates, sentiments as well as customer value, while diving into key drivers of customer demand. Understand common themes and opportunities to address customer pain points and automation opportunities in your organisation based on data-driven insights. – Albert Tay, Senior Director, Banking & Finance, APAC, Genesys – Angel Kuan, Insurance Vertical Leader, APAC, Genesys – Chris Becker, Vice President, Global Solution Business Consulting & Industry, Genesys
2:30pm – 2:35pm	Break
2:35pm – 3:05pm	Making data-driven decisions using Journey Analytics If your organization lacks a true 360-degree view of the customer or you’re making customer experience decisions based on a hunch, this is the session for you. Hear how our customers have solved these challenges by using the Genesys journey analytics tool. You’ll leave with practical examples of where to start, what to measure and how to get buy-in from your leadership. – Satish Annamalai, Journey Analytics Lead, APAC, Genesys
3:05pm – 3:10pm	Break
3:10pm – 3:40pm	Elevate CX and achieve your business outcomes: Making a business case for Customer Journey Management We’ll explore the transformative concept of customer journey management for visualizing and analysing the impact of customer behaviours on your business outcomes. By breaking down silos, this approach enables your company to measure, monitor and optimize CX. In this session, we will share how some of our customers achieved their outcomes, and show the business value of Customer Journey Analytics in hard numbers, as well as soft benefits. – Desiree Koh, Sr. Principal Value Consultant, Genesys – Satish Annamalai, Journey Analytics Lead, APAC, Genesys

02:00 pm – 03:40 pm

Breakout Track Two

2:00pm – 2:30pm	Turning the “Art of the Possible” into Reality. Digital and AI powered Customer Experience Orchestration You’ll hear what’s on the roadmap for digital and AI from our product leaders. Get a sneak peek into how Genesys is enabling the contact centre of the future by blending modern experiences with new insights and incorporating AI innovations such as generative AI and machine translation. – Phillip Townsend, Sales Specialist, Genesys Cloud Digital & AI Solutions, APAC, Genesys
2:30pm – 2:35pm	Break
2:35pm – 3:05pm	Making the Business Case for AI: “Show me the Money- Building The Where and How To!” Showing Customers and Partners How Genesys can help make it a Reality! Join us for an exhilarating session as we unravel the immense potential of Genesys AI! The buzz surrounding this transformative technology is undeniable, and we’re here to show you why it’s more than just a large language model behind a chatbot. Discover the secrets to unlocking exceptional value with AI that goes beyond expectations. This session includes an Example Customer to show and discuss how Genesys brought the business value of AI in hard numbers, as well as soft benefits. – Carl Jones, Director Digital and AI Specialists, APAC, Genesys – Glendon Wong, Manager ASEAN Solution Consulting, Genesys
3:05pm – 3:10pm	Break
3:10pm – 3:40pm	Better Bots, Better Service: Proven Optimisation Strategies “Set it and forget it” is a losing strategy for Conversational AI. In this session, you’ll learn how to optimise your bots with proven strategies and “Best Practices” to grow adoption rates. We’ll also explore what’s new for optimisation, leveraging usage insights that improve every aspect of bot continuous innovation and development evolution. – Carl Jones, Director Digital and AI Specialists, APAC, Genesys – Glendon Wong, Manager ASEAN Solution Consulting, Genesys

02:00 pm – 03:40 pm

Breakout Track Three

2:00pm – 2:30pm	A Story of Power of Extensibility with Genesys Cloud As the experience economy becomes reality, consumers will expect companies to do something meaningful with the data they share. Learn how to use Genesys Cloud to create unique, differentiated experiences for customers and employees. You’ll hear the importance of creating experiences that align to your brand promise and leave with confidence that you can advance to exceed your customer expectations, unite with your existing systems, and scale to meet your demands. – Partitan Rungkrae, Principal Solution Consultant, SEA, Genesys
2:30pm – 2:35pm	Break
2:35pm – 3:05pm	Go Big and Bold with Workforce Engagement Management A key differentiator across industries today is the ability to deliver both next level customer and employee experience. Come and hear how you can win in the employee experience economy by leveraging an inter-connected suite of WEM solutions including quality management, speech and text analytics, forecasting and scheduling, and performance management to drive your business results. This session will include Desiree Koh to discuss how to show the business value of Workforce Engagement Management in hard numbers, as well as soft benefits. – Desiree Koh, Sr. Principal Value Consultant, Genesys – Merijn te Booij, General Manager, Genesys
3:05pm – 3:10pm	Break
3:10pm – 3:40pm	Best Practices for Quality Management and Speech / Text Analytics In this session, you’ll hear how to solve workforce challenges and reach business outcomes with the quality management and speech and text analytics capabilities of Genesys Cloud. You’ll leave with some practical ideas you can apply to your contact centre. – Doddy Kartiwa, Principal Solution Consultant, SEA, Genesys

03:40 pm – 04:10 pm

Coffee Break & Exhibition

04:10 pm – 04:30 pm

Customer Panel Discussion: A New Paradigm - Personalised, Empathetic Experiences at Scale

Rapidly shifting customer preferences and declining satisfaction with digital channels are creating mounting business risks for organizations worldwide. In surveying CX leaders, the State of CX report uncovers profound challenges in digital transformation strategy and execution and shares a powerful roadmap for delivering empathetic experiences at scale. Hear the perspectives of CX leaders from leading organizations.

Moderator:

– Manoj Menon, Founder & CEO, twimbit

Panelists:

– Myla Untalan, Senior Vice President, Retail, Security Bank

– Joseph Yew, Chief Information Officer, MSIG Asia Pte Ltd

04:30 pm – 05:00 pm

Bold Results: Transform your Business with Experience Orchestration

Genesys customers and partners join our executive for Professional Services & Customer Success Management to discuss how to take customer loyalty to new heights while increasing profitability. Join us to learn how Experience Orchestration is transforming businesses of all sizes – so you can transform yours.

– Steve Jagannathan, Director – Customer Success & Services, APAC, Genesys
– Nedino Cayetano, Chief Technology Officer, Vice President, Maxicare Healthcare Corporation

05:00 pm – 05:30 pm

G-Summit Asia 2023 Closing

– Sim Hua Lui, Vice President, SEA & Greater China, Genesys

– Kelvin Tan, Regional Sales Director, SEA, Genesys

– Kulachart Ngernpermpoon, Country Manager, IndoChina

06:00 pm – 07:00 pm

Pre-dinner drinks and canapés

07:00 pm – 09:00 pm

CX Star Awards Dinner presented by twimbit

An esteemed Industry CX Awards Dinner, CX Star Awards Program recognizes organizations dedicated to delivering outstanding Customer Experiences, with best-in-class CX platforms, process, and practices. Invitation by Genesys on behalf of twimbit.

Thursday, 12 October 2023

09:00 am – 12:00 pm

CX Workshops

At Genesys, we believe that CX evolution goes beyond simply migrating to the cloud. It’s a transformational journey that we’ve embarked on with hundreds of global customers across various industries. Our aim is to meet their unique business needs and excel in delivering world-class customer and employee experiences.

We are thrilled to offer three CX workshops, led by industry leaders, to empower you with digital channels and AI-enabled technologies. These workshops are designed to drive better experiences and operational efficiencies. Through the use of design thinking, you’ll be able to step into your customers’ shoes, design innovative experiences, and understand how to bring them to life.

We invite you to join these workshops and explore the cutting-edge strategies and technologies that will help you elevate your customer experience to new heights. Don’t miss this opportunity to learn from industry experts and gain valuable insights into the future of CX!

Workshop One : Exceptional CX for the Invisible Bank of Tomorrow

Explore how the Bank of Tomorrow is invisible, empowering, and accessible to everyone, everywhere. Learn from world leaders about driving exceptional CX, discovering future innovation opportunities, and navigating the transition to prepare for this new era.

Hosted by:

– Varnika Goel, Co-Founder, twimbit

Joined by:

– Albert Tay, Senior Director, Banking & Finance, APAC, Genesys

– Encik Risham Akashah, CEO, Affin Business Services & Group COO, Affin Bank

– Verapat Chantaravannakul, CTO, InnovestX Securities Co., Ltd. (a subsidiary of SCBX Group)

– Zarir Mohd Rawi, COO, Bank Simpanan Nasional

Workshop Two : Exceptional CX with Generative AI

Generative AI has the power to understand intent and generate personalized responses, taking CX to new heights with unparalleled engagement and satisfaction. This session will focus on where Generative AI can make the most impact on CX, potential pitfalls and risks to consider when adopting Generative AI tools, and how CX Stars have leveraged this technology to deliver exceptional CX.

Hosted by:

– Manoj Menon, Founder & CEO, twimbit

Joined by:

– Merijn te Booij, General Manager, WEM, Genesys

– Hery Septiadi, Senior Lead Customer Experience, Tokopedia

– Vigneswaran Sivalingam, Country Director, TDXC

Workshop Three : Exceptional CX in Insurance & Healthcare

In the healthcare and insurance industries, rising costs and the demand for empathetic care present significant challenges. Join this session to discover how global leaders are delivering exceptional CX, balancing cost pressures with the need for more humanized experiences, and exploring future innovation opportunities.

Hosted by:

– Shivanu Shukla, Principal Advisor, CX Practice, twimbit

Joined by:

– Angel Kuan, Insurance Vertical Leader, APAC, Genesys

– Chris Becker, Global VP, Architecture & Industry Innovation Group, Genesys

– Joseph Yew, Chief Information Officer, MSIG Asia

– Mark Ian Pacay, Regional Manager Operations, AXA

– Munirah Zaharudin, Solution Operations Lead at Tenaga Nasional Berhad

12:00 pm – 01:00 pm

Lunch

G-Summit SouthEast Asia 2023

Bold New Steps Forward in Transforming CX

Agenda

10 Oct: Pre-Conference | 11-12 Oct: Main Conference

Tuesday, 10 October 2023

Wednesday, 11 October 2023

Thursday, 12 October 2023

Speakers

Hery Septiadi

Joseph Yew

Dr. Lisa Patvivatsiri

Mark Ian Pacay

Morakot Apinyankul

Munirah Zaharudin

Myla Untalan

Nedino Cayetano

Nuttapol (Nutt) Plukpaiboon

Encik Risham Akashah

Verapat Chantaravannakul

Vigneswaran Sivalingam

William C.

Zarir Mohd Rawi

Patrick Forrester-Roberts

Felix Leong

Manoj Menon

Shivanu Shukla

Varnika Goel

Vivek Mahapatra

Antoine Ducarme

Assaf Tarnopolsky

Chris Becker

Doddy Kartiwa

Kelvin Tan

Kulachart Ngernpermpoon

Merijn te Booij

Partitan Rungkrae

Phillip Townsend

Pranay Anand

Satish Annamalai

Sim Hua Lui

Steve Jagannathan

Albert Tay

Angel Kuan

Carl Jones

Desiree Koh

Glendon Wong

The Athenee Hotel, Bangkok

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