CX Tour

Adelaide, Australia

A bold new way to deliver personalised CX at scale

Join CX Tour Adelaide and learn bold new ways to deliver the best digital experiences with Experience Orchestration. Discover the latest innovations in digital, AI, and journey management orchestration and see how your people and our technology make happy customers.

Hear from Genesys solution experts, network with peers, see demos and attend a workshop – all to enable bold results.

InterContinental Adelaide

InterContinental Adelaide, an IHG Hotel, North Terrace, Adelaide SA, Australia

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Register today and take your CX to the next level

The event is packed with rich content to help you learn how to connect your customer service, sales and marketing efforts to create seamless customer journeys and differentiate your brand.

  • Hear from industry-leading organisations on how they are using digital, AI, cloud and workforce engagement tools to elevate their customer and employee experience.
  • Learn bold new ways to deliver the best digital experiences with Experience Orchestration.
  • Join a deep dive workshop for expert insights into creating customer experiences that build loyalty.

Take this opportunity to come together and network with industry peers, the Genesys team and partners and take you CX to the next level.

Agenda

Agenda

Tuesday, 24 October 2023

9:00 am – 10:00 am

Registration

10:00 am – 10:10 am

Welcome to CX Tour Adelaide

Tamsin Daly, Account Director SA/WA, Genesys

10:10 am – 10:35 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

10:35 am – 10:50 am

Customer Fireside Chat: When Talking Saves Lives

Tammy Barton, Founder & Director, MyBudget
Mitchell Phillips, Director Sales ANZ, Genesys

10:50 am – 11:05 am

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

Dino Cappello, Manager Customer Care, Department for Infrastructure and Transport
Tamsin Daly, Account Director SA/WA, Genesys

11:05 am – 11:45 am

Morning tea

11:45 am – 12:00 pm

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, Digital & AI Lead APAC, Genesys

12:00 pm – 12:20 pm

Live Demonstration: Experience Orchestration in Action

Jarryd Tuyau, Senior Solution Consultant, Genesys
Julian Tass, Principal Solution Consultant, Genesys

12:20 pm – 12:35 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, Digital & AI Lead APAC, Genesys

12:35 pm – 1:00 pm

What’s Next for Genesys Cloud? Innovation for Transformation

Jarryd Tuyau, Senior Solution Consultant, Genesys

1:00 pm – 2:00 pm

Lunch

2:00 pm – 4:00 pm

Afternoon Workshop A. Build a Business Case to Achieve AI Powered Business Outcomes

2:00 pm – 4:00 pm

Afternoon Workshop B. Unlock and Maximise your Potential with Genesys Cloud

4:00 pm – 5:30 pm

SA Wine Tasting Networking Event

Speakers

Brent Alexander

Brent Alexander

National Manager Customer Relationship Centre, Beyond Bank

Tammy Barton

Tammy Barton

Founder and Director, MyBudget

Mark Buckley

Mark Buckley

Vice President, Australia and New Zealand, Genesys

Jarryd Tuyau

Jarryd Tuyau

Senior Solution Consultant, Genesys

Phill Townsend

Phill Townsend

Digital & AI Lead APAC, Genesys

Tamsin Daly

Tamsin Daly

Account Director, SA & WA, Genesys

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