Agenda
9:00 - 9:15 a.m. Coffee Social
9:15 - 9:30 a.m. Welcome & Introductions – Jay Yeras, Sam Ali and Taylor Wilkerson
Genesys Cloud CX™️ Setup
Learn how to deliver a workshop to prospects and customers who want to set up a new Genesys Cloud ORG. You’ll leverage your partner Dev Lab. After this workshop, agents will be able to perform inbound customer interactions by phone, e-mail, or chat. Improve your knowledge of Genesys Cloud CX and learn how to present use cases that demonstrate Experience as a Service.
Prerequisite: A laptop for this workshop is required. It is also recommended to use your Genesys Cloud CX Partner Dev ORG credentials for this workshop so that you’re able to leverage the configuration for future use. If you don’t have a Dev ORG or access to your ORG, temporary credentials can be provided to a shared Workshop ORG.
Facilitated by: Sam Karras, Dee Brown, Daniel Day, Mariah Breeze, Cove Lee, Teri Ferris and Ryan Duffy
Automation with Cx as Code
Learn how to deliver a workshop to prospects and customers focused on the value of Cx as Code, which allows users to rapidly deploy changes and configurations to orgs in a matter of seconds, rather than making individual changes in the User Interface (UI) within each org. The workshop will cover how to get started with the basic concepts of CX as Code and introduce you to the various tools at your disposal, such as terraform, Visual Studio Code IDE and Oauth, at a ground level. By the end of the workshop, you will have created a Skill and Queue resource using Cx as Code in your Genesys Cloud CX Dev ORG.
Prerequisite 1: A laptop for this workshop is required. It is recommended to use your Genesys Cloud CX Partner Dev ORG credentials for this workshop. If you don’t have a Dev ORG or access to your ORG, temporary credentials can be provided to a shared Workshop ORG.
Prerequisite 2: Create a GitHub Account, install VS Code IDE, download/install terraform, and download/install Git. You can find the pre-requisite instructions here. If you have questions or need assistance related to these prerequisites, Email: Workshops@genesys.com
Facilitated by: Mathew Danish, TJ Mouslmani, Travis Coleman, Brad Herrington and Mike Rice
Customer Centric Demonstrations/Demo Best Practices
All too often, we walk into a sales meeting expecting to show features WE think the prospect needs to see. In this session, learn how powerful empathy can be when we make conversations about THE CUSTOMER. They won’t remember every feature you show them, but they WILL remember how you made them feel. And that often makes the difference in winning the deal.
Facilitated by: David Ham and Rian Logan
Positioning Security/Privacy for Genesys Cloud CX
During this breakout session, you’ll learn how to tell the Genesys Cloud CX Security story (enabling you to use Genesys Cloud CX Security and Privacy to your advantage) and see some examples of security and privacy functions in action. These include demonstrations of Audit log viewers, Automation of Consumer Rights requests & Recording Consent tracking.
Facilitated by: Sam Anderson
Value Consulting Overview/Business Cases/ROI
This session will demonstrate how Genesys helps its partners and their prospective customers to construct business cases that justify capital investment. The session will also provide business, technical and financial perspectives that drive consensus over expected business outcomes.
Facilitated by: Giuliano Da Silva
Digital/AI
Customer expectations for personalized, seamless experiences are higher than ever before, and the use of Digital and AI capabilities is critical to delivering these experiences. Join us during this session to learn more about the latest Digital and AI offerings from Genesys, including recent updates to digital bots and knowledge, a forthcoming digital-only offering built on top of Genesys cloud, and new ways for customers to purchase and consume the entire suite of Genesys Cloud AI capabilities.
Facilitated by: Matthew Saskin, Cove Lee, Diondria Brown, and Brad Herrington
Genesys Cloud CX Sales Process and Recent Success Stories
This session will be a sales-focused discussion around how to position and win with Genesys Cloud CX. This session will be facilitated by Genesys field Account Executives and will cover best practices on working with Genesys sales teams and review recent win(s)/success stories and how the deals were won together with the Genesys Partner(s).
Facilitated by: Genesys Account Executive(s) and Genesys Channel Manager
Pointillist
Companies are leveraging journey analytics as a competitive differentiator to reduce call center operational costs, increase CSAT/NPS, and improve customer retention and sales. Learn how Pointillist journey analytics quickly uncovers customer behavior across touchpoints and optimize journeys for better business outcomes.
Facilitated by: Dave Wesen
4:30 - 4:45 p.m. Closing Remarks
4:45 - 6:00 p.m. Networking Reception
9:00 - 9:15 a.m. Coffee Social
9:15 - 9:30 a.m. Digital Empathy Keynote: Youssef Nokta (VP Solution Consulting), Sam Ali and Taylor Wilkerson
Genesys Cloud CX & Google Cloud Workshop
Learn about the Genesys & Google Cloud CCAI partnership offerings. In this workshop, you’ll learn how to leverage the technology of Google Cloud CCAI with a Genesys Cloud CX org. You’ll get to hear from both the Genesys and Google Cloud teams about our integrations and then you’ll follow along to create your very own Agent Assistant in Genesys Cloud CX leveraging Google Cloud Agent Assist.
Facilitated by: Travis Coleman, Tj Mouslmani, Chris Karko, Daniel Day, and the Google Cloud team
Differentiating the Employee Experience with Genesys Cloud WEM (EX)
During this breakout session, you will learn how to position the Genesys Cloud WEM (EX) solution. You will learn how to showcase Genesys Cloud WEM (EX), highlighting the differentiating capabilities around resource management, quality assurance & compliance, and employee performance. After this session is complete, you will feel more confident delivering an end-to-end WEM demonstration that highlights the connected WEM experience.
Facilitated by: Robert Beasley and Faye Lopez
Data Action Workshop
Learn how to use the Developer Center and test tools to construct your first data action that parses a queue to see active agents.
Facilitated by: Mathew Danish, TJ Mouslmani, Travis Coleman, and Chris Karko
Migrations
Learn how to leverage results of migration insights tool for effective presales discovery. Pre-empt objections by recognizing early when certain AppFoundry solutions have a vital role to play. Integrate assessment findings and recommendations into your Value-Based business case for a winning and tailored solution.
Facilitated by: Vanessa Thomas, Mike Rice, Kristine Lorgan, and Sam Karras
12:15 - 12:30 p.m. Closing Remarks - Sam Ali and Taylor Wilkerson