Xperience Sydney

Join industry peers for a networking lunch before afternoon workshops commence.

AI-empowered business outcomes leverage artificial intelligence (AI) to enhance decision-making processes, streamline operations, and personalise customer experiences. In this hands-on workshop, learn how to identify business cases that enable Leverage Genesys AI powered experience orchestration to deliver personalised journeys for you customers, drive improved operational efficiency and improve the CX within your organisation.

Collaborate with Genesys’ experts on how to take a practical approach to innovation using Genesys AI. Discover how to apply and use AI in your business to the drive the right outcome for both Customer and Employee Experiences, and to maximise business benefits. From starting the journey, to identifying use cases, practical adoption and expert training. Come and join the CX Advisory, Customer Success & Services, and Beyond teams to learn how to leverage the power of AI to deliver great experiences.

Artificial Intelligence (AI) presents all forms of government with opportunities to increase efficiency in service delivery and to better support staff in their duties. Effective use of AI can help improve trust. In this session practical use cases, learnings and stories of using AI in government services and customer engagement will be shared including the value realised.

Join us for an event filled afternoon with hands-on learning, customer fireside chat and peer roundtable discussions of the latest trends in the contact centre. Hands-on learning is specifically tailored for new to moderately experienced users, covering a board scope of creating performance scorecards, building Quality Monitoring Frameworks, utilising Speech and Text Analytics capabilities effectively, and more. Hear from a customer how Genesys Workforce Engagement have helped them drive Employee Engagement. Finally dive into a dynamic discussion of the latest trends and challenges in the contact centre with your peers.

Join our exclusive Genesys Cloud workshop to explore the challenges of adopting digital and AI solutions. Learn from Genesys experts about overcoming obstacles like data security, scalability, and user adoption. Gain insights from real-world case studies and network with industry leaders who have successfully transformed their customer experience. This workshop is your opportunity to stay ahead in the digital age and leverage the power of AI for your organisation’s success.

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

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. Peter Graf shares his read on how AI is changing the relationships organisations build with their customers and employees.

Peter Graf, Senior Vice President, Strategy, Genesys

The implementation of AI, whether that be generative, conversational or predictive AI, can have an enormous impact in allowing us to create more personalised experiences for our customers, while also driving greater efficiencies and cost reductions for the business. Join this fireside chat with Kristy Ingall, Manager Customer Operations and John Connolly, Head of Customer Contact Centre at Newcastle Greater Mutual Group (NGMG) and hear how they’re implementing and leveraging AI capabilities to empower agents, uphold world-class service levels and drive operational excellence.

Kristy Ingall, Manager Customer Operations, Newcastle Greater Mutual Group
John Connolly, Head of Customer Contact Centre, Newcastle Greater Mutual Group
Terina Doherty, Senior Customer Success Manager, Genesys

Salvation Army

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

Leading brands showcase how AI-powered Experience Orchestration has transformed businesses of all sizes. Gain insights and tips to navigate this transformative journey, and explore how AI can uncover new opportunities, enhance customer experiences and drive operational excellence. Hear directly from peers on how to leverage AI capabilities, realise value and scale business impact with the latest AI technology.

Facilitator:
Phillip Townsend, Strategic Director of Innovation, APAC, Genesys

Panellists:
Emma Noble-Beasley, General Manager Contact Centre, Kiwibank
Lawrence Drayton, Head of Customer Experience, Prvidr
Peter Perla, General Manager Customer Experience, Sumo

In an era marked by an ageing population with complex healthcare needs, the demand for effective healthcare solutions is at an all-time high. This talk delves into actionable strategies to navigate this intricate landscape, focusing on enhancing health service capacity and aligning it with the evolving needs of the community. By emphasising personalised and interconnected patient experiences, fostering collaboration among care teams, and leveraging digital health tools for patient engagement, we can not only optimise operational efficiency but also improve patient outcomes. Join us as we explore innovative approaches to meet the challenges of tomorrow’s healthcare environment head-on.

Jenny Reichard, Senior Industry Executive, Healthcare – APAC, Genesys

Sara Tavora, Chief Marketing & Experience Officer, Western Sydney University

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

Hear directly from Genesys strategic partner, Salesforce, to discover how their strategic collaboration and jointly released solution will be a force multiplier for your success. Gain valuable insights into how CX Cloud from Genesys and Salesforce allows organisations to better understand customer interactions, behaviour and history across their journey.

Gwilym Funnell, Head of APAC, Genesys
Matthew Watson, Customer Service Transformation Director, Salesforce

Stream 2: You’re on Genesys Cloud but are you Driving it like a Ferrari? 

Join this engaging panel discussion featuring three Genesys Cloud customers talking about the next steps in their experience orchestration journey, after bedding down the foundations of great CX with a successful cloud migration. Discover the next steps to optimising your use of the Genesys Cloud platform and continuously improving both customer and employee experiences.

Lawrence Drayton, Head of Customer Experience, Prvidr
Richard Dib, ICT Infrastructure Engineer, Employsure

Stream 3: Intelligent Operations: A Case Study with Humm Group

Learn how Humm Group has leveraged AI-Powered Conversation Intelligence to improve Agent Effectiveness, Automate QA and Prioritise Self-Service opportunities in less than 6 months.

For those who are looking to understand a real-world application of AI, this is a session you don’t want to miss. Bonus, you’ll learn about a new Industry Metric for frontline performance.

Brendon Clark, Head of Workforce & Customer Improvement, Humm Group
Peter Iansek, CEO & Co-Founder, Operative Intelligence

Stream 4: AI Hype or Reality in Healthcare?

Hear how Genesys healthcare customers are leveraging AI to drive a better patient and staff access experience, using solutions such as:

• Conversational AI: Utilising intelligent virtual assistants, voice, and chatbots to understand intents and validate interactions.
• Predictive AI: Proactively engaging and routing individuals to the appropriate resources based on predictive insights.
• Generative AI: Identifying patterns in content, summarising conversations, and extracting key information to streamline processes.
• Machine Learning: Identifying potential friction points in the customer journey and implementing proactive solutions.

Add in EHR, CRM and Member Management Systems integration with Genesys Cloud CX and you can achieve seamless patient and member validation with intent, self-service of routine tasks like scheduling, claim status, authorisations, revenue cycle management, outbound communication, work queue management and more.

Tara Mahoney, Vice President, Global Healthcare Practice, Genesys

Stream 1: The Art of the Possible with AI-Powered Experience Orchestration

Think big. Act bigger. In today’s world, ideas are only as good as how they get implemented. With AI-powered experience orchestration, you can go beyond traditional Contact Centre as a Service, creating new experiences for your customers and employees. This session will explore trends in the market and how new use cases can push the boundaries of traditional contact centre thinking.

Phill Townsend, Strategic Director of Innovation, APAC, Genesys
Poonam Nair, Senior Customer Success Manager AI, Genesys

Stream 2: A Deeper Dive into the World Leading Transformation at Newcastle Greater Mutual Group

Don Tribe, Head of Customer Operations, Newcastle Greater Mutual Group
David Porter, Managing Director, Global Banking Industry, Genesys

Stream 3: The Critical Role of Customer Experience Insight and Analytics

Unlock the power of data-driven CX decisions. In this session, we’ll dive into how Genesys Cloud enables CX stakeholders to make the best use of data through analytical tools and automatic insights. Learn best practices for turning data into actionable insights, optimising your contact centre, boosting agent performance and measuring the true impact of CX initiatives. Whether you’re a contact centre leader, agent or data enthusiast, this session is for you. Join us and discover how Genesys Cloud analytics and insights can transform your CX and drive business success.

Mike Marshall, Principal Solution Consultant, Genesys

Stream 4: Healthcare Customer Panel

Join us for an engaging roundtable breakout session with Genesys Healthcare CCaaS customers, where we delve into the pivotal role contact centres play in the healthcare industry. This session will explore why contact centres are essential, how they have transformed business operations, and the key metrics used to measure their value. Participants will share insights on the impact of contact centres on patient satisfaction, operational efficiency, and overall business growth. This is an excellent opportunity to gain first hand knowledge from industry peers, exchange ideas, and envision the future of healthcare contact centres together.

Jane Clarkson, Consumer Care Manager, St Vincents Care Services
Jaime Johnstone Smith, General Manager Contact Centre, Feros Care

Stream 5: CX Cloud from Genesys and Salesforce: Accelerate and streamline your CX transformation

Delivering on the expectations of today’s experience economy requires unifying customer experience, workforce employee management and CRM like never before. In this session, Genesys and Salesforce product specialists will detail our new partnership and jointly-released solution, including a deep dive into the technical architecture. You’ll learn how Genesys and Salesforce can consolidate and transform your CX tech stack and strategies for improving agent efficiency and CX personalisation. And get a sneak peek into upcoming AI and orchestration capabilities.

Matthew Watson, Customer Service Transformation Director, Salesforce

Stream 1: Lessons for Success in a Digital World

Increased customer satisfaction, lower costs and higher productivity. In this session, we’ll share stories of innovators that achieved measurable business benefits. We’ll examine their paths to success, the lessons they’ve learned and how they used Genesys digital and AI capabilities as an engine for transformation.

Brett Dal Santo, Principal Solution Consultant, Genesys

Stream 2: The Insurance Experience: Fresh insights and AI trends in Insurance

In this session, we’ll look at the insurance industry’s current approach to customer and employee experience, and explore ways AI, automation and self-service can help accelerate you on your journey to delivering better experiences and business outcomes.

Angel Kuan, Insurance Industry Practice Lead, Asia Pacific, Genesys
Iain Skelton, Global Insurance Design Lead, Genesys

Stream 3: A Story about the Power of Extensibility with Genesys Cloud

As the experience economy becomes reality, consumers expect companies to do something meaningful with the data they share. Learn how industry leaders have used Genesys Cloud CX to create unique, differentiated experiences using customer data.

Matt McPhee, Principal Solution Consultant, Genesys

Stream 4: AI-Empowered Employee Excellence: How Genesys Cloud Empowers Human-AI Collaboration in Contact Centres

During our breakout session, we will explore how Genesys Cloud Workforce Engagement Management harmonises human potential with AI to elevate efficiency and value across contact centre teams. This innovative platform seamlessly integrates advanced AI capabilities with human expertise, empowering organisations to optimise workforce performance and deliver exceptional customer experiences. By leveraging AI-driven insights, automation, and intelligent workforce management tools, Genesys Cloud enables contact centres to achieve higher levels of operational efficiency, cost savings, and customer satisfaction. Join us to discover how Genesys Cloud transforms contact centre operations by unlocking the full potential of human-AI collaboration.

Andrew Thean, Principal Solution Consultant, Genesys
Annemarie Hodgson, Senior Solution Consultant, Genesys

Stream 5: Successful use of AI in Government and Higher Education with Western Sydney University

In this session, Western Sydney University will share its AI journey leveraging Genesys Cloud to enhance the student and employee experience. By transforming its student engagement hub, Western Sydney University has empowered students, typically digital natives, to interact seamlessly on their channel of choice, from voice to WhatsApp, ensuring timely responses and personalised experiences with every interaction.

Sami Beydoun, Team Leader – Student Services Hub, Western Sydney University

Join Vice President of Product Management Jeff Wise to hear the latest updates and roadmap for the Genesys Cloud.

Jeff Wise, Vice President Product Management, Genesys

Stuart Moran, Integration Lead, Contact Centres, Bank of Queensland
Shane Proctor, Head of Workplace and Digital Sales Practice, Telstra Purple

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.

Facilitator:
Robyn O’Reilly, Head of Resolution Management, APAC, Genesys

Panellists:
Cindy Vandecasteele, GM Customer Engagement – Retail Markets, Alinta Energy
Katie Holroyd, Strategy Planning Manager, TAL Australia
Sally Sylvester, Head of Customer Solutions, O’Brien
Speaker TBC, Deloitte