Enterprise Connect 2021

01:00 pm – 01:30 pm

Accelerated Contact Center Transformation

Recent events have dramatically accelerated the transformation of contact center technology. From rapidly enabling remote work to providing empathetic customer experiences at scale in a time of record demand, companies have had to be more flexible and seek out more innovative solutions than ever before.

 

In this session, enterprise leaders from the healthcare, retail, finance, and home services industries share their unique perspectives on how they’ve adapted. Learn what it takes to deliver swift, highly agile differentiated experiences in the face of increasing change and uncertainty.

 

Key Takeaways:

• The impact of recent events on the transformation of enterprise contact centers
• Which innovations in artificial intelligence, workforce engagement management and digital are driving greater customer and employee engagement
• Why delivering Experience as a Service℠ builds trust and customer loyalty
• How Genesys Cloud has helped companies respond to the unprecedented challenges of today—while preparing them to meet those of tomorrow

Speaker: Olivier Jouve (Executive Vice President & General Manager, Genesys Cloud) Genesys

03:00 pm – 04:00 pm

From Crisis to Opportunity: How Businesses Are Reshaping Experiences for Good

In this group discussion we will discuss:

• How 2020 was a wake-up call in revealing massive blind spots in how brands can future-proof their business.
• How companies have seized the moment to pivot their business model and customer journeys over the past year.
• The biggest shifts that are here to stay in terms of customer behavior, employees and technology.
• What CX leaders are doing to continue to deeply understand what customers and employees need.
• How CX teams are putting themselves in the shoes of the customer to design seamless experiences.

 

Speakers:

• ML Maco, Executive Vice President of Global Sales and Field Operations, Genesys
• John Hernandez, Executive Vice President and General Manager for Genesys Solutions

03:30 pm – 04:15 pm

The Future of Customer Journey Orchestration: Building Intelligent, Digital-First Experiences

The future of customer journey orchestration will be in large part digital-first, connected, and enterprise-wide, with growing demand for personalization across brand interactions. Customers will expect cross-brand journey orchestration and frictionless experiences, to help them achieve faster outcomes. In response, enterprises need proactive and personalized interactions and data-driven capabilities in order to predict and adjust future behavior in the moment of interaction. As a result, standalone customer journey mapping will likely evolve to an integrated ecosystem that enables intelligent customer journey orchestration. This session will help you understand this evolutionary process and plan for how your enterprise can capitalize on it.

 

Speaker: Brett Weigl, Senior Vice President Product Management, Digital & AI at Genesys

01:30 pm – 02:00 pm

Do's and Don'ts of Implementing Empathetic AI in Digital CX

Technology is not only a solution it’s an enabler. Empathetic customer experience leaves customers feeling seen, heard and appreciated. Does your AI accomplish those goals? AI will evolve the contact center and digital customer engagement in ways that are hard to imagine, so laying the groundwork now with implementations that hit the mark are essential to delivering brand differentiating customer experiences.

 

Join ZK Research Principal Analyst Zeus Kerravala and Genesys SVP of Product, Brett Weigl for a conversation rooted in deep expertise on how to get it right. Followed by a demo of Genesys DX the digital first offering from Genesys.

 

Speaker: Brett Weigl, Senior Vice President Product Management, Digital & AI at Genesys

11:30 am – 12:15 pm

Contact Centers & CX: Blurring the Line Between Automation and Live Assistance

With the first generation of self-service, the IVR, it was simple to tell the difference between machine and human assistance. And we all learned to press zero to move from one to the other!

 

But, as with so many things, the smartphone has changed everything. More and more customer interactions are completed via digital self-service channels – increasingly supported by AI-driven voice and chat bots. However, this technology is also able to help with internal contact center processes, as AI-enabled systems “listen” to customers and guide live agents through ever more complex transactions.

 

In this session, led by contact center guru Sheila McGee-Smith, a panel of top contact center industry executives will discuss how speech and machine learning technologies are already changing the level of automation being deployed in contact centers. You’ll come away from this lively conversation with a better idea of how your enterprise can use AI-driven technologies to raise your agents’ game and provide unprecedented levels of customer service.

 

Speaker:

• John Hernandez, EVP & GM, Multicloud Solutions at Genesys
• Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics
• Callan Schebella, CEO and Co-Founder at Inference (A Five9 Company)
• Paul Jarman, CEO at NICE CXone
• David Chavez, Vice President, Innovation and Architecture at Avaya
• Charanya (CK) Kannan Kannan, Chief Product and Engineering Officer at Talkdesk

02:15 pm – 03:00 pm

WFO/WEM: How to Improve Agent Experience to Drive Better CX

CX leaders focus heavily on improving the customer experience, but the agent experience is equally as important because of its impact on overall customer satisfaction. There is no shortage of tools to manage workforce optimization (WFO) and to bolster workforce engagement (WEM), and nearly 60% of companies already are using at least some of these applications, according to Metrigy, a research and strategic advisory firm that analyzes enterprise success metrics. This session will review a taxonomy of applications available to address agent experience and management. These include a variety of analytics capabilities, scheduling and shift trading, coaching and gamification, onboarding, and more.

 

Speaker: Cameron Smith, VP, Product Management, WEM at Genesys