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Sessions will be led by speakers from some of the world’s leading companies, Genesys experts, partners and a variety of users. Hear from authentic case studies where customers have utilized Genesys skills, experience and technology to deliver superior customer service at lower costs.
Keynote Speaker
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Bertrand Piccard
The Scientist-Adventurer
Bertrand Piccard was born in 1958 in Lausanne into a family of explorers and scientists. Bertrand seemed to be predestined to perpetuate one of the greatest family adventures of the 20th century. As a doctor specialised in psychiatry and psychotherapy, aeronaut, internationally renowned public speaker, author, President of the “Winds of Hope” humanitarian foundation and Goodwill Ambassador for the United Nations, Bertrand aims to combine his family’s scientific legacy with his commitment to exploring the great adventure of life.
After a classical education, Bertrand studied medicine, became a senior consultant in a psychiatric hospital, and specialised jointly in psychiatry and psychotherapy for adults and children. Always interested in the study of human behaviour in extreme situations, he was one of the pioneers of hang gliding and microlight flying in the 1970s and became European champion in hang-glider aerobatics (1985).
After qualifying as a balloon pilot, he won, with Wim Verstraeten, the first transatlantic balloon race (Chrysler Challenge, 1992) and then initiated the “Breitling Orbiter” project. Captain of the three attempts, he succeeded with the Englishman, Brian Jones, the first non-stop round-the-world balloon flight, achieving the longest flight in terms of both duration and distance in the history of aviation: 45,755 kilometres in 19 days, 21 hours and 47 minutes (capturing a total of 7 world records)
As President of Solar Impulse, his latest project aims to re-enact the history of powered flight using only solar energy in an aircraft capable of remaining airborne without producing any polluting emissions. With this effort, Bertrand hopes to achieve two goals: draw attention to the changes needed to ensure our planet’s future energy resources and ecology and to give environmental protection a positive and stimulating image.
Bertrand lives in Lausanne and is married with 3 daughters. |
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Featured Speakers
More than twenty speakers including top Genesys executives will be presenting at
G-Force 2008. Featured speakers and Genesys presenters are noted below. We are continually adding to this list, so please check back often.
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Gerry Cools
Sales Strategy & Development Manager, Sales & Customer Care
After his studies at the University of Brussels (Masters in Communication Sciences & Masters in Public Law & different specialisations), Gerry started his career within Belgacom in 1996 within the Corporate Customers division. There, he went through all the stages of a “contact centre career” to finally become responsible for the B2B contact centres ( customer care- sales – service assurance – back end).
He gradually enlarged the scope of the B2B contact centres, focused on online solutions and transformed these centres from cost to profit centres-- all the time taking into account customer satisfaction and implementing the latest state-of-the art technology.
For the last three years, Gerry has been responsible for the sales strategy and development for all the Belgacom contact centres in a customer care environment ( B2B – B2C); last year his scope was extended with the Proximus contact centres (Mobile division of Belgacom). Within the Belgacom group, the contact centres have grown to one of the largest sales channels of the Group, reporting high customer satisfaction.
In addition to his job at Belgacom, Gerry is also lecturer at CVO Brussels and gives regular guest lectures & presentations in Belgium and abroad.
Always keen on knowing the latest evolutions in the contact centre world and on management in general, he continues to enlarge his knowledge by following different academic courses (Vlerick Management School, IMD, IMS…etc) and participating at different conferences.
In 2007, Gerry won the first Belgian Contact Centre Award. |
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Bruce Eidsvik
Vice President of Sales,
Genesys Telecommunications Labs
Bruce manages the Voice Portal sales for Genesys across EMEA. Prior to Genesys, Bruce was a co-founder of VoiceGenie Technologies and ran the global sales force. Bruce is a pioneer in the VoiceXML marketspace, having worked with AT&T since 1996 in the development of the original VoiceXML phoneweb product. Bruce was also instrumental in securing VoiceGenie’s early lead in the marketplace and devising the focused product strategy that led to early profitability for the company. Prior to VoiceGenie, Bruce worked for several years as VP of Sales and Marketing for Array and as Director of Engineering and Director of Business Development for Sparton of Canada. He received his BSc. with Honours in Engineering Physics in 1985. |
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Stuart Granger
Vice President and General Manager, Informiam
Stuart Granger is responsible for the management and direction of the Informiam Product Line. Prior to the Genesys acquisition, Stuart was a founding member, President and COO of Informiam where he led company strategy and growth.
Previous to Informiam, Mr. Granger served as a member of the senior management team as Vice President of Operations and Technology for the European Division of S1 Corporation. This Division accounted for 20% of the S1 Corporation's $300 million in revenue. While at S1, Stuart also directed Global Customer Service and Support, responsible for supporting more than 3800 clients. A veteran of the technology industry, Stuart's experience includes positions as Executive Vice President and CIO for Security First Technologies and senior technology roles with IBM, Lotus Development Corporation and Financial Software, Inc.
Mr. Granger holds a B.A. in Management Information Systems from Georgia Southern University and an M.B.A. from the Executive MBA program at Georgia State University. |
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Paul Lang
Vice President Product Management, Genesys
Mr. Lang's distinguished career spans 20 years of management experience in the contact center and telecommunications industries. Prior to joining Genesys, Mr. Lang spent 10 years at Aspect where he held executive management positions in Product Management and Engineering. Previously, Mr. Lang held various senior management positions at the Cable and Wireless Group and NatWest Bank in the United Kingdom. |
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Nicolas Kaploun
Senior Vice President,
EMEA Field Operations
Genesys Telecommunications Labs
As senior vice president, EMEA Field Operations, Mr. Kaploun is responsible for sales and management within the multi-cultural EMEA region.
Mr. Kaploun joined Genesys in 1997 as the head of Genesys' French operations, which he developed into a rapidly growing organization. Two years later, he became vice president, Southern Europe Sales, where he hired, developed and managed strong Italian and Spanish sales teams. Mr. Kaploun brings more than ten years of sales experience to Genesys, gaining previous software industry experience while employed at Sybase and Business Objects.
Mr. Kaploun received his MBA from ESLSCA in 1986.
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Kevin Panozza
President and Chief Executive Officer, SalesForce
Kevin Panozza founded SalesForce in partnership with advertising agency DDB in 1994. Now the company is Salmat owned.
Kevin’s lifetime of experience and his strong personal convictions about stimulating work environments and empowering cultures has resulted in SalesForce being voted ‘Best Employer in Australia and New Zealand’ in three consecutive Hewitt surveys (2004, 2005 and 2007). In 2007, SalesForce was amongst the top half dozen employers in Asia.
Kevin’s team has achieved very strong revenue growth (in a small, very competitive market), consistent profit growth, organisational stability, and a global reputation for deploying emerging technologies. In addition, they have developed and executed new selling and customer services techniques.
SalesForce provides more than sixty national and international companies with selling and customer service solutions. These companies are typically the leading brand in each market vertical. |
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Paul Segre
President and Chief Executive Officer,
Genesys Telecommunications Labs
As President and Chief Executive Officer for Genesys, Paul Segre is responsible for setting the company direction and managing global operations. Previously, Mr. Segre served as Chief Operating Officer.
Mr. Segre joined Genesys in 2002 as Chief Technology Officer, leading the company's engineering, product management, technical support and program management organizations. In August 2004, Mr. Segre was named Executive Vice President and Chief Operating Officer, responsible for operational management of our worldwide field operations which include sales and services.
Mr. Segre's distinguished career includes over 15 years of management experience in the network management and workforce management industry. Before joining Genesys, Mr. Segre was Vice President and General Manager of Alcatel's (now Alcatel-Lucent) Wireline Access business unit, the leading provider of next-generation Digital Loop Carrier products. Previously, Mr. Segre held the position of Vice President and General Manager of the Advanced Products Division for DSC and held various senior management positions at AT&T in network management and workforce management.
Mr. Segre holds a Bachelor's degree in Mathematics and a Master's degree in Operations Research from Stanford University.
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Andrew Small
General Manager, BT Global Services
Andrew is the Head of CRM Capability for the BT Global Services, Global Inbound Services, Hosted IP Contact Centres, Hosted IP Telephony, CRM Applications and CRM Professional Services. The portfolio includes all of the platforms, network products and services that support the BTGS CRM business. Andrew’s key objectives in this role are to deliver a differentiated, competitive and market-leading portfolio to BTGS customer and prospects globally.
Prior to this role Andrew was CEO of Contact Central, a venture from BT. Contact Central is a pre-integrated Multi-Media Contact Centre and CRM solution. The Contact Central business has grown rapidly, with 70 customers globally before it was integrated into the main portfolio.
Andrew joined BT from Frost & Sullivan, a major global market research, consulting and training business, where he was Managing Director, Europe from 1996 to 2003.
Andrew has a BSc and PhD in Engineering from Leeds University. |
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Murat Sögüt
Senior Sales Executive, Deutsche Telekom AG
Murat Sögüt (36) has been with Genesys Telecommunications Laboratories since 2002 and is Senior Account Executive at Genesys Telecommunications Laboratories. He is responsible for the key account Deutsche Telekom AG (DTAG).
In addition to mentoring the buildup of DTKS (Deutsche Telekom Customer Service), he is responsible for managing the sales activity of DTAG’s center for value-added services.
Before starting at Genesys Telecommunications Laboratories, Sögüt worked in the key account management of CA Computer Associates. He holds a diploma in engineering and has more than 10 years experience in IT Sales. |
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Egbert Jan van Bel
Author
Egbert Jan van Bel is an author of management and marketing books, essays and trend-publications. Next to that Egbert Jan is as a scientist and researcher always anxious to find the relevant business and marketing trends that make your business tick.
He has written a number of books, including Event Driven Marketing for which he was awarded the annual PIM Marketing Literature Prize in 2004. His latest book is called Crappy Customers and is an accumulation of thousands of customer experiences, good and bad. The results of this research is both hilarious as astonishing. The books and lectures of Egbert Jan are a realistic mirror on how companies treat their clients and how they attempt to deal with their customers.
Egbert Jan began his career in journalism, but after four years made the move into international marketing. He was member of the Board at the European communications consultancy Pleon in Amsterdam and today is Chairman of the Advisory Board. Pleon is an international consulting firm with European roots which creates and implements strategies for private and public sector.
Egbert Jan is an international lecturer for the University of Amsterdam on International Marketing in their MBA program. Egbert Jan is member of the international internet awards ‘Webby’ and chairman of the Marketing Executive Center. |
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Thomas Wind
Managing Partner, TellSell Consulting
Thomas Wind is Managing Partner at TellSell Consulting. Based in Frankfurt/Main, TellSell is a leading independent consultancy for designing and implementing growth strategies, with a focus on “Managing high volume Multichannel Customer Interfaces in Service and Sales Activities". Mr. Wind has over 12 years experience in management consulting primarily in the areas of strategy and business development, marketing and sales. Across a wide range of industries, he has successfully helped numerous companies to plan and to implement as well as to improve and redesign customer interaction centers.
After graduating and prior entering consulting, Mr. Wind worked for the Treuhandanstalt (Privatisation Agency for East German enterprises after German reunification) and for the Economic Development Agency of Saarland as Sales and Project Manager in Telecommunications and Service industries. He has studied Political Science, International Relations and Economics in Germany, the UK and in France. |
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Carl Young
Head of Major Projects, Scottish Power
As Head of Major Projects, Carl’s current role involves programme management responsibility for all changes affecting Customer Services and Customer collections within Scottish Power. In 2004, Carl started a project to improve the Customer Experience in Scottish Power, culminating in the deployment of a new telephony footprint- including Genesys- across seven sites in the UK. At present, Carl is working on over 20 improvement projects.
Carl has over 12 years experience in support services to Call Centres, with previous roles encompassing Telephony, Resource Planning, Management Information, Project Management and Business Impacts. |
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G-Force 2008 EMEA Berlin
19 - 21 May, 2008
Estrel Hotel and Convention Center
Berlin, Germany
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