James Cockbill

Genesys Digital & AI CX Innovations in Action

In this presentation, you will learn how Genesys empowers businesses with customer-centric digital and AI technologies to humanise their organisations and deliver highly empathetic omnichannel experiences. According to one study, 71% of firms cited overall customer experience as their top strategic performance measure, whereas only 13% of those same organizations self-rated their customer experience delivery as scoring a nine out of 10 or better. On-premise technology stack, legacy customer service and sales platforms, and investment in point-based solutions lead to siloed and fragmented data – ultimately resulting in disjointed experiences faced by customers. Genesys will share how its all-in-one platform with built-in digital and AI could help you transform your customer journeys at scale in weeks rather than months.

Speaker Bio

Zaheer Gilani is the Director of Experience Innovation at Genesys – he is an experienced Customer Service and CX industry veteran with over 20-year experience working and consulting for FTSE 100 brands globally.  Zaheer is the author of Customer Journey Mapping Workbooks, founder of CXBrainstorm, and has developed and launched CX Industry’s first Customer Experience Casual 3D Mobile game.

Keynote Timeslot

Tuesday 21st March

11:00- 11:30

Keynote Stage 1

Register for your free ticket to join Zaheer Gilani today: https://bit.ly/3QvLGOx