Enterprise Connect For the past 25 years, Enterprise Connect has been the industry’s premier event focused on enterprise communications. Now, I have attended the event numerous times over the years, back when it was called VoiceCon, and also more recently as Enterprise Connect. The name change reflects the sea-change in how the world has moved from primarily using voice communications to communicating over every new digital channel, including the web, social, and mobile. Consumers are communicating more than ever, and the amount of communications will only multiply with new touch points as the Internet of Things ushers in wearables like the Microsoft Band or the soon-to-be-released Apple Watch.

Enterprise Connect and Customer Experience

Next week at Enterprise Connect, March 16-19, thought leaders, analysts and technology innovators will be providing a comprehensive analysis and in-depth sessions covering customer experience best practices.  Genesys is a Platinum sponsor and exhibitor. We also have speakers on three panels and are presenting one showcase, offering attendees insights on the contact center market, the future of customer experience, and most importantly, how today’s enterprises can create great customer journeys.

Come visit us in booth 429 where we will be demoing the Genesys Customer Experience Platform. Our experts and thought leaders will be on hand to answer your questions and show you the latest and greatest customer engagement solutions. We hope to see you there.

In the meantime, below is more info on the three sessions that Genesys will participate in at the event, along with related blog posts that provide more insight and info. Take a look:

Contact Center Market Update & Executive Forum

Genesys Panelist: Reed Henry, Chief Marketing Officer
Host: Sheila McGee-Smith, Principal, McGee-Smith Analytics
Date & Time: Monday, March 16  from 9:00am – 10:45am in Sun C

In this session, hear an overview of technology trends and how contact center solution providers are addressing these trends with new and existing software.  Then participate in Q&As to get a thorough understanding of where the market is for ACDs, IVRs, and next-generation technology for the contact center. Finally, become familiar with the established and emerging players shaping this market.

Blog recommendation: What’s Next For Omnichannel in 2015?

Managing the Customer Journey

Genesys Panelist: Reed Henry, Chief Marketing Officer
Moderator: Aphrodite Brinsmead, Senior Analyst, Customer Engagement, Ovum
Date & Time:  Monday, March 16 from 3:15pm – 4:00pm in Osceola 1

Today’s customer typically starts their journey to a purchase or problem resolution on a website. They’ve taken several steps already to resolve their issue and think you should know that. Customer Journey Management is a fresh way of looking at customer service and support that relies on new technologies for capturing customer events from multiple sources, predicting what customers want when they connect with the contact center or walk into a store, and either presenting self-service alternatives or arming the agent with processes that allow the customer to complete the journey.

Blog recommendation:  Your Contact Center in 2015: What to Ignore and What to Embrace!

Contact Center in the Cloud

Moderator: Aphrodite Brinsmead, Senior Analyst, Customer Engagement, Ovum
Genesys Panelist: David Bukovsky, SVP, Offer Management
Date & Time:  Tuesday, March 17  from 1:30pm – 2:15pm in Osceola A

Several manufacturers of premises-based contact center infrastructure (ACD, IVR, reporting, etc.) report that their strongest growth is now coming from hosted implementations of their software, provided as a service to the enterprise. In addition, new cloud-only contact center solution providers are having considerable success migrating legacy CPE customers to the cloud. You’ll learn how companies like yours have successfully made the move to the cloud, and you’ll be in a position to judge how the cloud can work for your contact center.

Blog recommendation: Cloud Contact Centers in 2015 – Executive Q&A with Merijn te Booij

NextGen CX: Creating a Great Customer Journey

Genesys Presenter: Scott Kohlman, VP Product & Solutions
Date & Time: Tuesday, March 17 from 4:00 – 4:20pm at the Expo Theater

Blog recommendation: Customer Journey Management – Q&A with Sheila McGee-Smith

It’s Enterprise Connect’s silver anniversary, but for those in the customer experience industry, the content and ideas will definitely be gold!

Follow the event conversation on Twitter @Genesys and use the Enterprise Connect event hashtag #EC15.

See you next week!

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...