Kim de Boer, Genesys
Merijn te Booij, Genesys
Genesys is focused on providing AI powered journey optimization and has invested strategically in AI. In this keynote Merijn will present the AI powered journey optimization into one unified story including both the customer and agent journey. Experience how Genesys is the best option in the Customer Experience space, which includes omnichannel and workforce optimization for customer service, as well as sales and marketing.
Dick Dijkstra, Google
We hear a lot of buzz about artiﬁcial intelligence and many companies are tipping their toes in the water to see how they can inject AI features in their systems. One of the leading AI companies in the world, Google, has been using this technology for many years and many of the external and internal projects contain AI functionalities. In this presentation Dick Dijkstra will explain how Google utilizes AI internally, as well as how Google is sharing AI building blocks and frameworks with the world, so everyone can now build this type of solutions. Also, Dick will elaborate on the partnership between Genesys and Google and how Google AI components are integrated with Genesys technology.
Mark Angus, Knowledge Executive
Brendan Dykes, Genesys
In a world where the new ‘gold’ is not a commodity it’s what we know, the ability to leverage information to drive sales and improve service is vital. Too often businesses are drowning in data, and unable to utilise the human touch in a smart way. Sales engagements are too late and too disconnected from the journey for sales teams to have meaningful interactions and close deals. For example, the average conversion rate from qualified lead to sale is just 2%! The power of Artificial Intelligence and Machine Learning addresses this by predicting interaction outcomes and engaging the right sales or service resource, at the right time, to assist prospects and customers in real time.
Deon Scheepers, Pivotal Data
Most industries are being transformed by AI and customer engagement is no exception. The explosive growth of data, channels and automation change how customers engage with businesses.
This presentation will discuss key requirements for building the AI-powered Customer Experience centre of the future and will include topics such as Blended AI, predictive engagement & routing, customer journey management & analytics, automation & next-gen self-service.
Chris Woodward, CEO
Anana and Chris McGrath, IT Programme Manager, Marks & Spencer
Craig Wing, FutureWorld