customer experienceGenesys has taken our show on the road again this summer, touring events across the US and spreading the word on great customer experience! Below are some highlights and key takeaways from our events this past June.

Call Center Week, Las Vegas

The 15th annual Call Center Week event at the Mandalay Bay Resort & Casino in Las Vegas showcased the great customer experience solutions that Genesys has to offer, including digital channels, cloud contact centers, and WFO. Call Center Week is one of the industry’s key events in the US with 1,300 attendees, 20 speakers, more than 75 content-driven sessions, and 5 call center site tours!

Thomas Tritten, Solutions Architect at Genesys, delivered an engaging presentation on our Workforce Management (WFM) solutions.  He highlighted some of the WFM capabilities that Genesys has including:

  • Blended routing
  • Scheduling impacts and staffing priorities
  • Blended agents-skills and capabilities
  • Coverage vs. headcount

Take a look at his presentation “Optimizing your Workforce for a “Blended” World” below and  also available on the Genesys SlideShare channel.

Although the event was full of educational sessions and networking, the Genesys booth gave Genesys Call Center Week Booth 1attendees a chance to cool off with a margarita, served up in a light up Genesys glass – the ultimate experience to end the day! Another cool event we co-hosted was a happy hour at the ice bar Minus 5 in Mandalay Bay.  The event was attended by a couple hundred people, and co-sponsored with our new partner Zendesk, BluIP, and Next Caller.

Gartner Customer 360: Digital Focus in Orlando

The Gartner Customer 360 Summit 2014 in Orlando spoke to the enterprise-wide insight of improving the customer experience through engagement and service.  The Gartner Summit was well attended with chief customer officers, chief marketing officers, web and social media strategists, and IT professional from all over the world.

Some of the hot topics covered at the event focused on customer experience management, integrated marketing and sales, mobile and social strategies, customer service excellence, lead management, and business analytics.

In addition to Genesys CMO Reed Henry speaking what it takes to deliver an outstanding customer experience, there was an unique keynote from author Steven Johnson, who presented on today’s interdisciplinary, collaborative, and open-minded approach to innovation. Steven also spoke on the scientific progress of the digital future with a sharp sensitivity to contemporary online trends.  He also shared insight about how ideas emerge, and subsequently shared, and how they can affect the world today.

Additional keynote addresses focused on digital channels especially Hung LeHong, VP and Gartner Fellow, who spoke on “Customer Engagement in the Digital Future” and how big data, mobile, cloud, social and other technologies are changing the way customers expect to be engaged, which will require organizations to change how they sell, interact with, and serve their customers.

To see where we will be next, please visit the Genesys events webpage.

Ted Hunting

Ted Hunting

Ted Hunting leads North America Marketing for Genesys with over 10 years experience in the customer experience industry. Ted has led marketing for innovative startups that led to successful IPOs as well as large enterprise software companies. In addition to...