Join Genesys at Dreamforce '24!

01:00 pm – 01:20 pm

Genesys and Salesforce: The Next Generation of CX Is Here

Siloed channels, data and departments have plagued customer service for decades. The time is now to rise above simple telephony integration and take your customer & employee experience to new heights.

Speaker: Jack Nichols, VP of Product Management, Genesys
Location: Campground, Theater 4
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09:00 am – 09:20 am

AAA: On the Road to Better CX, Presented by Genesys

86% of consumers say a company is only as good as its service. Hear how AAA Washington partnered with Genesys and Salesforce to improve service consistency and efficiency across their business units.

Speakers: Amy Slater, Partner & Global Alliances, Genesys
Naila Mendenhall, IT Program Manager, AAA Washington
Mason Nelson, Service Engagement Specialist Salesforce
Location: Campground, Theater 4
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02:00 pm – 02:20 pm

Demo: Grow Revenue with CX Cloud from Genesys and Salesforce

No frills, no fluff; just a live demo. Unlock new opportunities and improve sales KPIs with AI-powered digital engagement, routing and outbound campaigns from CX Cloud–now available on Sales Cloud.

Speakers: Mathew Danish, Senior Principal Solution Consultant, Genesys
Rian Logan, Senior Solution Architect, Genesys
Kevin Mousseau, Principal Solution Engineer, Salesforce
Location: Campground, Theater 4
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09:00 am – 10:00 am

How Generative AI and Empathy Can Create Magic CX Moments

Learn how empathy has been instrumental in delivering exceptional service and how to navigate the challenges of preserving empathy in an increasingly AI-driven CX landscape.

Speakers: Nikin Popat, Managing Director, Accenture Song
Jack Nichols, VP of Product Management, Genesys
Neil Charles Armstrong, Sr. Director Product Architecture Service Cloud, Salesforce
Location: Moscone West, L2, Service Lodge Roundtable 4

02:00 pm – 03:00 pm

Capgemini Session - AI-Powered Experience Orchestration and the Digital Business Platform by Capgemini and Genesys

Experience the future of financial services with Capgemini’s Digital Business Platform, built on CX Cloud from Genesys and Salesforce. Designed to accelerate Go-to-Market, product launches and reduce risk. DBP integrates the best CCaaS and Platform capabilities in the market to foster servicing and AI with ease. Initially supporting Pet Insurance, it unites voice and digital data with customer insights, empowering agents to deliver optimal business outcomes, all seamlessly managed through your Salesforce Service Cloud console as core.

Location: The Atrium, SF MoMA | 151 3rd Street, San Francisco, CA 94103
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02:45 pm – 03:45 pm

Concentrix Lunch & Learn: Beyond the Contact Center: The Business Value of Next-Gen Customer Care

Join Concentrix and Genesys for a session that will change everything you thought you knew about customer care. This presentation is designed for customer experience (CX) professionals, tech innovators, enterprise executives, and Salesforce users who are looking to evolve their CX strategies with AI and turn tomorrow’s possibilities into today’s reality.

Organizations often struggle to maximize value across their CX ecosystem. From Total Cost of Ownership (TCO) to Customer Satisfaction Scores (CSAT) and every point in between, there are significant opportunities to drive transformation. However, many organizations approach this area from a siloed perspective, which limits their ability to drive business value from customer engagement.

Concentrix is a global technology and services leader specializing in customer engagement and improving business performance. We believe that CX is an operating discipline and have built a managed service that leverages CX Cloud from Genesys and Salesforce to support unified AI-powered customer experiences. Join us to find out how next-gen customer care can transform your business. 

Key Takeaways:

• Discover how Next-Gen Customer Care is evolving to be more cohesive, cutting-edge, and motivational.
• Learn from global leaders in CX—Concentrix and Genesys— how to deliver comprehensive customer experiences to improve business outcomes
• Explore the opportunities to enhance performance metrics such as sales conversion and customer retention. Understand how automating processes and infusing AI can streamline operations, reduce costs, and improve service quality.

Uncover how a holistic approach to customer engagement can drive value and elevate Customer Care within your organization. to customer engagement can elevate the business value of Customer care within your organization.

Location: Harlequin
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08:30 am – 10:00 am

Infosys Innovation Keynote: Dive into the Future of CX

Join Simplus, Salesforce, MuleSoft, Genesys, and Brenntag on Wednesday, September 18th, for an exclusive keynote and Q&A panel discussion from leaders spearheading innovation on the Salesforce platform.

We’ll meet for breakfast and have an insightful conversation about the groundbreaking data and AI innovations being leveraged and impacting leaders at the industry level. We’ll also discuss what this innovation looks like within Salesforce platform core capabilities like RLM, as well as the importance of MuleSoft as a foundation for innovation in bringing AI and digital transformation initiatives to market faster.

Event Details:

• 8:30 am – 9:00 am — Breakfast and check-in
• 9:00 am – 9:45 am — Panel discussion
• 9:45 am –10:00 am — Q&A with our speakers

Location: The Social Restaurant inside the Canopy by Hilton 250 4th St,
San Francisco, CA
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10:15 am – 11:00 am

Cognizant Breakout Session: Unleash Growth with Intelligent Orchestration

Discover with a panel of executive thought leaders our powerful strategy for next-level CX leveraging technology, data, and AI to revolutionize the delivery of services and products.

Objective 1: Understand how to benchmark your CX maturity against your industry peers.

Objective 2: Create a competitive advantage with Intelligent Orchestration, transforming your business to embrace CX.

Moderator(s)/Panelists:

• Cognizant Moderator – Sonia Flamm, Director CX CRM Offerings
• Cognizant Leader – Rob Vatter, EVP EPS at Cognizant
• Salesforce Leader – Lauri Palmieri, SVP Solutions Engineering at Salesforce
• Genesys Leader – Jack Nichols, VP Product Management at Genesys
• Cognizant Leader – Uday Kotla, VP CX CRM Global Practice Head

Location: Moscone West, L3, Room 3016
Register here!