Deliver mission critical CX with Cloud & AI
Meet the challenges of 2020 with 28 videos full of the right insights, the right practices and the right
technology to create the customer experiences your business depends on.
8:28Lead with empathy to build trust and loyalty
Gwilym Funnell, Senior Vice President Asia Pacific is interviewed by David Stone, Chief Growth Officer at Stellar, on the importance of empathy in building trust and loyalty with customers.
Lead with empathy to build trust and loyalty
12:40Consumer research: What do empathy and trust have to do with technology?
Sophie Giesen presents insights into Genesys commissioned research around the role of empathy and trust in customer experience
Evolve your CX strategy
7:19Conversational AI in the contact centre
When it’s more important than ever, communicate and collaborate effectively with Genesys and Google Cloud.
33:19How service environments must now adapt for new customer and worker realities
Richard Hawker of Bain & Company discusses the long-term changes to employee and customer experience.
8:06NTT global CX bench-marking report 2020 – Technology and cloud trends
Michael Slip unveils the latest CX bench-marking research.
11:20The new measures of CX success from an analyst’s perspective
Manoj Menon, Founder of Twimbit shares an analyst perspective on the CX challenges of 2020. Manoj will help define the new measures of success as we race to embrace the digital economy.
12:09Employee Experience – a critical pillar for CX
Manoj Menon discusses how organisations can enable great customer experiences by innovating their employee experience.
Innovations that power great CX
12:32Genesys Cloud: The race to the cloud is on
Hear from Olivier Jouve, Executive Vice President & General Manager, on how the world’s leading public cloud contact centre platform is built to take your CX into the future.
10:49Building exceptional experiences with the Genesys partner ecosystem
Chief Strategy Officer Peter Graf talks more on delivering exceptional customer experiences through the Genesys partner ecosystem.
58:08The future of Genesys Cloud
Learn more on the Genesys Cloud Roadmap.
44:16The future of Genesys Multicloud CX
Learn more on the Genesys Multicloud CX Roadmap.
21:24Genesys 101
Everything you need to know if you’re new to Genesys.
Journey to the cloud
12:00Customer panel discussion: Journey to cloud
Hear from three customers FlexiGroup New Zealand, Fonterra and TSB Bank, all at different stages in their journey to the cloud.
24:51Award winning cloud migration with Aioi Nissay Dowa
Hear how this cloud migration story secured Aioi Nissay Dowa a Genesys Customer Innovation Award.
How contact centres are adapting
11:02Recruitment in the time of COVID
How the pandemic created an unexpected opportunity to change onboarding for one Genesys customer.
9:17Fireside Q&A: Overcoming the double challenges of bushfires and COVID-19
NSW Communities Department of Justice share how they’ve overcome a year of unimaginable challenges to continually deliver exceptional customer service to the residents of NSW.
20:08Award winning COVID-19 response and the CX transformation at Homecare Medical
Genesys customer Homecare Medical talk about the dramatic transformation of the contact centre during a global pandemic that saw call volumes increase by over 4000%.
33:22Business continuity planning and crisis response in Government customer experience
Hear from three government organisations – Services Australia, Ministry of Social Development, and the Commonwealth Superannuation Corporation (CSC) – about the challenges they have faced and overcome during this period and how that affected them and their customers.
30:06Spark NZ - Supporting Customers and New Zealand during challenging times
Hear how customers were able to use Genesys technology and services to not only respond, but to thrive during challenging times.
Breakouts for contact centre, customer service, customer experience professionals
23:18Maintaining service excellence in times of chaos
How Datacom and Genesys enable the Department of Communities (WA) and Chorus to provide uninterrupted services.
20:58Buy, build and extend – How Deakin University does it
Hear from Deakin University on how they use the platform API to build additional functionality.
25:52Business as unusual – a new role for the contact centre
Customers are identifying businesses that have been there for them, providing support and excellent service that inspires increased loyalty to those companies.
28:00Employee engagement for a new era
With many companies around the world now experiencing a massive increase in customer interactions whilst at the same time adjusting to a new world of remote working, businesses are looking to workforce engagement tools, including gamification, to empower and engage their contact centre agents.
28:53How to move your business up the CX maturity curve with Cloud?
Find out the key drivers for adoption of cloud-based services, managing the migration to cloud and the five key requirements for moving to the cloud.
Breakouts for CIOs, CTOs, IT professionals
20:42How businesses can win in an API economy
Learn about the Learn the fundamentals of APIs and why they are the key to helping businesses digitally transform.
28:02Transform your customer experience with Genesys AI
See how Genesys AI powers continuous personalised engagements across the entire customer journey at scale — improving customer and employee experiences, efficiency, revenue generation and business performance.
27:15Doing more with less through agile amid challenging times
An inside look at how Contact Centre Software Development Improves through Agile
Breakouts for system engineers, IT architects, software developers, programmers
60:21Get hands on with Genesys Cloud APIs
See how attendees were able learn how to build extensions to the Genesys Cloud platform using the extensive set of available APIs.
See Genesys-in-action: take a look at what Genesys Cloud can do for your business.
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