You are exclusively invited to take part in Genesys’ Virtual Lunch. Join 10 CX leaders for a premium dining experience delivered to your door, coupled with an opportunity to explore the ever more important role of empathy in the customer experience.
While you enjoy your beautifully presented and professionally catered lunch, you’ll hear an insightful presentation on “Experience as a Service: Delivery True Personalisation at Scale,” by Gwilym Funnell Senior Vice President and General Manager, Asia Pacific and Japan, Genesys.
After which we’ll move into an engaging discussion delving a little deeper into the topic of delivering empathetic CX, particularly during these more challenging times, moderated by Pippa Chambers, Content Curator, Ashton Media and Former Editor AdNews.
Full info and the option to register below.
Your roundtable discussion:
The Role of Empathy in Customer Experience
• How has Covid-19 impacted customer experience? Has it changed customers’ expectations of the business they’re interacting with?
• What role does empathy play in customer experience, and is this is increasing in importance during this time or not?
• What is the role customer experience in the wider business context as we navigate the road to recovery post-COVID-19?
• How do you see advancements in technology impacting our ability to deliver more meaningful customer experiences, now and into the future?
• What makes a brand trustworthy and why is that so important in CX?
• We have been hearing a lot about personalisation for a long time now, so what is new with personalisation? And how do we stop it from feeling ‘creepy’?
Pippa Chambers
With nearly 15 years of experience in journalism, Pippa has spent a decade writing about the CX, tech, media and marketing industries. A strategic media consultant, freelance journalist and content marketer, Pippa is particularly passionate about CX, ad tech and fin tech. In addition to hosting roundtables and podcasts for Ashton Media, Pippa has also curated a host of top-level Ashton Media conferences within these specialist and innovative sectors.
Your presentation:
Experience as a Service: Delivering True Personalisation at Scale
Every company is in the people business. Making your customer feel heard, understood and remembered is the foundation of empathetic customer experience. In this short presentation, we’ll delve into how Experience as a Service enables businesses to give every customer exactly the experience they want every time, whether that’s a customer service agent who sympathises while solving a complex issue, or a quick answer from a bot.
Speaker
Gwilym Funnell, Senior Vice President, Asia Pacific, Genesys
Gwilym Funnell is the Senior Vice President and General Manager for Genesys in Asia Pacific and Japan.
Gwilym has over 20 years of experience in IT and telecommunications, with a focus on Collaboration and Customer Experience solutions. Prior to joining Genesys in 2016, Gwilym held senior roles in Sales, Marketing, Professional Services and support.
Gwilym’s strong commercial acumen is founded on building sustainable business growth from start-up and emerging technology companies, such as Mitel Networks and March Networks, where he was the Managing Director for the region, through to larger Enterprises such as Telstra, where he was the Director of the Collaboration and Contact Centre Practice. He has lead growth through acquisitions, portfolio change and migration.
Gwilym focuses on building a motivating culture, anchored around shared values, employee engagement, teamwork and customer-first thinking.
Gwilym is passionate about supporting diversity and inclusion in the workplace. He has held leadership positions within LGBTI forums and avidly supports events to encourage and support women in the workforce.
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WHEN
Wednesday August 26th, 12.30-1.50pm
12:15-30 PM: Your food will arrive via delivery
12:30 PM: Welcome
12.40 PM: Presentation
1.00 PM: Moderated discussion
1.55 PM: Discussion concludes and closing comments
WHERE
Virtual workshop – details to follow
ATTEND:
