Genesys G-ForceThe Genesys G-Force global user conference is one week away! As the industry’s premier global customer experience and contact center event, G-Force delivers something for everyone. From hands-on demos and training, to networking with your peers and learning from the industry’s best leaders, you’ll have an exceptional learning experience October 26-28, 2015 in Miami at the Fontainebleau Hotel.

The Genesys G-Force 2015 agenda includes morning main stage presentations featuring keynote speakers and panel discussions. The afternoon breakout sessions that are tailored specifically to your industry, company size, or role.  Here is a sampling of the must-see breakout sessions that will help your customer experience break through to the next level this year:

A Practical Guide to Making the Transition to an Omnichannel Contact Center

Terry Gardiner, VP Customer Experience Enablement at Telus shares his company’s transformation story and why moving from single interactions to the orchestration of end-to-end customer journeys is critical to your ability to delight your customers. Learn practical steps organizations can take to move toward enabling omnichannel journey management and the resulting benefits.

Empowering Your Employees to Deliver on Customer Journeys

Cindy Lancaster, Analyst, Customer Interaction Development at Ticketmaster and Luc Denis, Director, Business Projects & Solutions at Sun Life share how their companies are using CX routing, contextual customer information, and an omnichannel desktop to ensure an optimal outcome at each critical touchpoint in the customer journey.

Moving from Digital Stepping Stones to Omnichannel Customer Journeys

Cathy Honor, Senior Vice President Global Contact Center, Royal Bank of CanadaIan Cunningham, Chief Operating Officer, Tangerine Bank; and John L. Sorenson, Senior Vice President, Electronic Delivery Channels, Phone Channel Manager, BB&T explore the challenges financial firms face as customers increasingly engage with them over digital channels. Learn how financial firms are moving to offer the channels their customers desire, while carrying the context of interactions across channels. Also hear how they are bringing branch staff into the virtual communications strategy to deliver a branch-like experience in a branch-less world.

Internet of Things – From Drones to Bots: What’s Next for Customer Care in Insurance, Utilities, and Healthcare

Loris Dumanian, Director, Design & Delivery, Interactions & Call Centre Technologies, Sun Life Financial; Timothy Love, CIO , Wright National Flood Insurance Services; Chrissy Linzy, IT Productivity Supervisor, Red Hat; and Shawn Rowland, Founder, Drones Etc. discuss what’s here, what’s next and what it means to you and your organization. Whether it’s drones scanning disasters, smart meters enabling proactive care, video kiosks bringing the call center into the store, or IoT devices communicating with the car, technology is rapidly changing customer engagement.

Enhance Customer Satisfaction Through Proactive Notifications

Chris Helzerman, Director of Outbound Programs and Analytics, Walgreens, and Anne Palmerine, Associate Vice President of Customer Engagement and Enrollment Services, UPMC Health Plan share how proactively contacting customers with timely, relevant, and personalized information both improves satisfaction and results in fewer low-value calls into the contact center.

Driving Real Business Outcomes Through Business Process Automation

Sebastian Penson, Head of IT, ING Belgium will share how effective execution of business processes and optimizing the efficiency of the workforce are critical to delivering great customer experiences.

CX Forecast: Cloudy and Loving It

Clarence Clayton, Principal Business Systems Analyst, Red Hat, Inc. leads a dialogue around cloud migration in this interactive session. Bring your questions and new ideas, where you’ll both share and hear what innovative companies like Red Hat are doing to leverage cloud initiatives.

Register today for Genesys G-Force. You won’t want to miss the opportunity to hear what these industry leaders and others have to share about today’s customer experience trends. You’ll meet fellow CX experts, and leave inspired and ready to deliver NextGen CX to your customers.

Follow the event and be part of the conversation on social media @Genesys and #gforce15.

Lisa Abbott

Lisa Abbott

Lisa is the Senior Director of Product and Solution Marketing.