Name: Employees as the new customer: Rethinking workforce engagement management
Start: 2022-03-31T05:29:00Z
End: 2022-03-31T05:30:01.000Z
Location: BrightTALK

Contact centre, customer service and customer experience webinar content delivered by a host of experts tackling today’s hot CX issues and trends from call centre metrics to chatbots, AI, workforce management, customer engagement, CCaaS and more. Our range of webinars will help you find the right customer experience solution and tools and get you ready to respond in real time on your customers’ channels of choice. 
Learn more about Genesys: www.genesys.com/en-sg/why-genesys 

Immerse yourself in a transformative experience where APAC industry leaders, experts, and visionaries converge to explore the latest CX trends, tech innovations, and strategies reshaping customer engagement across Southeast Asia. 

Highlights of Virtual G-Summit SEAsia 2023: 
• Keynote presentations by thought leaders driving industry change 
• Unveiling insights that redefine the future of customer engagement in Southeast Asia 
• Enlightening sessions exploring advanced technologies and best practices, providing - actionable strategies for the year ahead 

Presenters: 

• Sim Hua Lui, Vice President, SEA & Greater China, Genesys 
• Assaf Tarnopolsky, Senior Vice President and General Manager, APAC, Genesys 
• Dr. Lisa Patvivatsiri, Group COO and Business & Digital Transformation, Thai Group Holdings 
• Merijn te Booij, General Manager, WEM, Genesys 
• Phillip Townsend, Digital & AI Lead, Genesys, APAC, Genesys 
• Satish Annamalai, Journey Analytics Lead, APAC, Genesys 
• Antoine Ducarme, VP Solutions Consultants, Genesys 
• Vivek Mahapatra, Regional VP, Salesforce 
• Myla Untalan, Senior Vice President, Retail, Security Bank 
• Joseph Yew, Chief Information Officer, MSIG Asia Pte Ltd 
• Manoj Menon, Founder & CEO, twimbit 
• Steve Jagannathan, Director – Customer Success & Services, APAC, Genesys 
• Nedino Cayetano, Chief Technology Officer, Vice President, Maxicare Healthcare Corporation

Virtual G Summit | SEAsia 2023

2020年の新型コロナウイルスをきっかけにコンタクトセンターの企業内の役割や運用の手法は激変しました。

コロナ前と比べると在宅化や複雑な問合せが増えたことで、AIによるサービスの自動化やオペレーターの支援テクノロジーのニーズが高まるとともに、常に変わり続けるコンタクトセンターを取り巻く環境に柔軟に対応するための設定の内製化など、コンタクトセンターの運営においてテクノロジーの役割が大きくなりつつあります。また、サービスのデジタル化が進む中で、今後はWebやデジタル・マーケティングなど、他部門との連携がエンドツーエンドの顧客体験を提供する上で、重要となってくることが予想されます。

今回のWebセミナーではイースマイルの斉藤様をお迎えし、今後10年の長期的スパンで見たコンタクトセンター・テクノロジーの進化の方向性を軸に、今後、コンタクトセンター・テクノロジーへの投資についてどのように考えていけばいいかを解説いただきます。

皆様のご参加を心よりお待ちしています。

CX／コンタクトセンター・テクノロジーへの投資のポイント～2022年度版

The pandemic did more than disrupt the way we live and work. It accelerated trends that are redefining customer and employee engagement at an unprecedented pace. This new world moves fast – and it changes every day. To compete, you’ll need agility, resilience and the power to pivot.

In this webinar, industry analyst Sheila McGee-Smith joins Genesys experts to discuss the essential capabilities you’ll need to adapt, differentiate and win – no matter what the future brings.

On the agenda:
 - What the shift from contact centres to engagement centres means for you
 - The tech you’ll need to provide the orchestrated journeys customers now expect
 - How to reframe the employee experience to win on the talent front
 - Why sticking with the status quo could be your riskiest – and costliest – option

2022 contact centre buyer’s guide webinar

A keen focus on customer — and employee — experience is the biggest differentiator organisations have today. Delivering these relevant and empathic experiences at scale requires understanding the shifts driving change in CX and employee experience today. Watch this on-demand webinar as CX leaders from Genesys, Qualtrics’ XM Institute, Valuegraphics and others discuss the coming impact of these trends, as well as what you need to do not only to respond to them but also to get ahead of and harness them.

In this session, you’ll learn how:
 - AI will better orchestrate customer journeys
 - The contact centre will evolve into a full engagement centre
 - Companies will rethink their CX metrics
 - Businesses will engage CX employees based on empathy

8 Trends Reshaping CX in 2022 and Beyond

～イオン保険サービス様におけるGenesys Cloud CXとDynamics365活用事例のご紹介～

コロナをきっかけとして、非対面での接客、オンラインを通じての問い合わせ、相談が求められるようになった昨今。さらには働き方、生活の場所の選択の幅が増える中、コンタクトセンターでは、より柔軟な運用が求められるようになりました。
そして、このような背景から日本では遅々として進まなかったオムニチャネル化がここに来て加速し、顧客接点改革の必要性が高まっています。ここにはさまざまな「デジタル化」が大きく寄与しています。

今回のセミナーでは、事例としてイオン保険サービス様にご登壇いただきつつ、これからのマルチチャネルに対応したセンター運用やお客様のご要望にスピーディに対応できるサービス・接客体制についてお話しいたします。

オムニチャネルとCRMによる顧客接点改革の姿とは

新型コロナウイルス発生から2年が経過しました。当初、緊急避難的にスタートしたコンタクトセンター運用の在宅への移行やデジタル・シフトは、センター運用の中で恒常的な施策となり、コロナ後のCXやコンタクトセンターのあり方や働き方を変える原動力となりつつあります。

今回のWebセミナーでは、コロナ以降の変化を継続かつ発展し、ニューノーマルに適合したCXやコンタクトセンターへと変革するための課題やこれから取り組むべき事を皆様と一緒に考えていきます。セミナーでは「2022年、これからのCX/カスタマサポート～2021年格付け結果から占うトンネルの先～」をテーマに、HDI Japan代表取締役CEOの山下様にご講演いただくほか、ユーザー企業様、弊社代表取締役、ポール・伊藤・リッチーとのインタラクティブ・パネルディスカッションでは皆様からの質問にもお答えしながら、運用/ITの両面から2022年のCXやコンタクトセンターの方向性を考えていきます。

－アジェンダ
「2022年、これからのCX/カスタマサポート～2021年格付け結果から占うトンネルの先～」（HDI Japan 山下様）
「コロナ禍を変革の起点に～2022年、アフターコロナのCXに向けたジェネシスのビジョン 」（ジェネシス ポール）
＜パネルディスカッション＞「アフターコロナに向けて2022年にCX/コンタクトセンターで取り組むべきこと」
（出演：HDI Japan 山下様、株式会社SBI証券 カスタマーサービス部長 河田 裕司様、ジェネシス ポール）

「2022年、アフターコロナに向けたCX/コンタクトセンター展望」

Consumers’ ever-rising expectations include a first-contact resolution and fast response among their top service priorities. As customer experience (CX) organisations face rising transaction volume and complexity, meeting these demands is tougher than ever.

Watch this “The state of CX: Consumer and business perspectives, gaps and opportunities” to hear our expert panel discuss findings from global research on today’s top strategic CX priorities and challenges. Get key insights on what’s valued most in a customer experience today, pulled from surveys of 2,629 consumers and 690 CX executives. And learn how current trends compare to a similar study conducted in 2017.

You will learn:
 - How companies are trying to win on CX
 - What consumers consider to be exceptional service
 - Why businesses need to rethink their channel mix to match changing preferences
 - What a focus on personalisation and privacy can do to enhance CX

While some organisations are struggling with interaction complexity, aging technology, resource constraints and a lack of agility, CX leaders have countless opportunities to win in today’s experience economy with a clear path toward loyalty and growth.

Research shows we’re entering a new phase of CX. Be sure your company is ready.

The State of CX: Consumer and business perspectives, gaps and opportunities

AI is driving a revolution in customer experience – get in the fast lane

Organisations globally are looking for ways to embed artificial intelligence (AI) more deeply into their customer journeys — making them more frictionless and insightful. Findings from an Economist Impact and Genesys survey of 750 customer service, marketing and sales executives.

Join Phillip Cornell, Principal, Economist Impact at The Economist, and Charlie Godfrey, Senior Director of Business Consulting at Genesys, as they examine these findings. You’ll hear how AI can improve customer journeys and employee productivity, learn strategies for deploying this technology and explore the value organisations are gaining from it — and what they hope to achieve.

Discover what separates AI leaders from other organisations, including how they:
 - Use AI to understand customer pain points
 - Take a more sophisticated view of how AI can enhance the customer journey and employee experience
 - Harness the most powerful capabilities AI brings to customer experience

AI & the Economist: Using AI and data to drive customer engagement

For decades, contact centres focused on optimising efficiency and effectiveness. Today, employees expect more. It takes a balance of empowerment and flexibility, culture and empathy to attract and retain the best agents. 

In this webinar, we'll explore the shifting needs and expectations of contact centre employees and how responding to these with modern Workforce Engagement Management (WEM) tools can make all the difference between employees who are merely satisfied and those who are truly engaged. 

Join us to hear how BizCover have taken a new lens to WEM during the turbulent past 18 months and have achieved huge productivity gains whilst moving 100% of their workforce to home.

On the agenda:
• The difference between employee satisfaction and engagement and how it impacts the customer experience
• The role of workforce engagement management (WEM) in enhancing employee and customer experiences
• How to modernise training, coaching, collaboration and talent development
• A day in the life of an agent – making it easy for employees to contribute by focusing on their needs

Employees as the new customer: Rethinking workforce engagement management

workforce management

workforce optimisation

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Employees as the new customer: Rethinking workforce engagement management

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Genesys APAC