G-ForceGenesys have been renowned for bringing together customer experience professionals from across the world in the globally acclaimed customer experience (CX) conference, G-Force. The final stop on the 2014 tour will be in Melbourne August 19 – 21, 2014 and promises to show new contact centre technologies, customer successes and industry best practices.

This year, G-Force Melbourne has a fantastic main stage and break-out line-up. In addition to our own Paul Segre and Merijn te Booij, you will be inspired by contact centre innovators and customer experience thought leaders, including:

Rachel Bostman, Global Thought Leader. Having Rachel as our keynote speaker is a reason in itself not to miss this event. Rachel was named a 2013 Young Global Leader by the World Economic Forum, which recognises individuals for their commitment to improving the state of the world. Her groundbreaking book, “What’s Mine is Yours: How Collaborative Consumption Is Changing the Way We Live” has had international acclaim including, TIME Magazine calling Collaborative Consumption one of the “10 Ideas That Will Change The World”.

Michael Barnes, VP, Research Director, Forrester. It’s always great to hear what our industry analysts have to say, and Michael will provide you with interesting and thought-provoking insight into the Asia Pacific IT market and how it sets the trend in customer experience.

John Courtney, VP of Operations in APAC, eBay. Working with one of the world’s most successful and reputable online consumer corporations, John will bring to life what CX truly means amongst today’s digitally driven society. John is responsible for eBay Customer Service & Operations across the Asia Pacific region so his understanding and experience of the market will certainly be of value to us all.

Brady Jacobsen, General Manager, Customer Sales and Service, Australia Post. Brady knows the ins and outs of transforming a CX strategy. Brady has been on a four-year journey transforming the way customers interact with Australia Post. You will see how, with over 10 million customers visiting them online each month, and with more than 5 million voice conversations every year, Australia Post is creating a true multi-channel customer experience across their sales and service functions.

Tyler Pichach, Senior Director of Telephony Strategy and Deployment, CIBC. Tyler is responsible for developing the long-term CIBC contact centre direction including their multi-year contact centre refresh program that will replace all telephony components including IVR, Dialer, Desktop, WFM, QM, MIS, and Network. This is one of the largest initiatives CIBC have ever undertaken, and Tyler will be sharing with you what they have learned during strategy and execution.

Steve Cowley, General Manager of Engagements, IBM Watson Group. The recently announced IBM Watson and Genesys solution will assist customer service agents, allowing them to provide fast, data-driven answers. For self-service, consumers can get answers from IBM Watson via mobile device, chat session, or online interaction. Steve spoke at our London G-Force and showed how in one simple click, the solution’s “Ask Watson” feature can quickly engage customers to solve issues or complete transactions. In Melbourne, you can see what else IBM Watson and the future of CX technology integration will bring!

Michael Ossipoff, Director Capability and Innovation, Telstra. Telstra is Australia’s largest telecommunications business, which is at the heart of CX capability and innovation. You will hear from Michael on how new technology trends and developments have helped Telstra corporate customers be prepared to take advantage of emerging business opportunities and provide for great CX Success.

Tony Poulos, Video Anchor & Columnist, TelecomAsia, was recognised as one of the most influential people in the telecoms industry. Tony is a contributing analyst for IDC. You won’t want to miss what Tony has to say at this year’s event!

With the event quickly approaching, I encourage you to register to meet with our fellow industry peers from around the world in what is set to be a truly incredible G-Force.

Visit the G-Force website to learn more about additional speakers, over 30 session topics, and to register today.

Bruce Eidsvik

Bruce Eidsvik

Bruce is the SVP of Global Field Marketing. Previously, Bruce headed up the Asia Pacific team as the Managing Director APAC with the overall responsibility for Genesys customer activities, including sales, channel-management, delivery and customer satisfaction. Based in Singapore he...