Virtual G-Summit SouthEast Asia 2023

02:00 pm – 02:05 pm

Welcome to G-Summit SEAsia

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

02:05 pm – 02:25 pm

Bold Vision: Deliver the Power of Empathy to Every Experience

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

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

02:25 pm – 02:55 pm

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

02:55 pm – 03:00 pm

Break & Quiz

03:00 pm – 03:30 pm

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

03:30 pm – 03:45 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

03:45 pm – 04:05 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

04:05 pm – 04:35 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

04:35 pm – 04:40 pm

Survey & Closing