Speakers

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 Transform Customer Experience.

Keynote Speaker

Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. For his thought leadership and contribution to the industry, Mr. Arussy received CRM Magazine's "2003 Influential Leaders" award and served as a juror on Fast Company's Customer First Awards 2005.

Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard and other companies.

Mr. Arussy's syndicated column Focus: Customer reaches over 600,000 readers worldwide every month. He is also the author of four books including Excellence Every Day; Make The Daily Choice (Information Today May, 2008) and Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! (Wiley 2005) In addition, he has published over 50 articles in publications around the world including at the Harvard Business Review.

His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and Gartner. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.

Featured Presentation

Dynamic Customer Engagement LIVE!

The Dynamic Customer Engagement vision comes to life in this lively and entertaining session. We’ll show you how advanced solutions like avatars and auto-bots, as well as intelligent customer front doors and advanced mobile applications, are changing the way we buys products and seek service. We’ll also take a look at how to extend customer service reach and effectiveness across the enterprise with advanced workload distribution solutions. Join us and let us show you what the future of customer service will look like – live and in-person.

Featured Speakers

More than 30 speakers including top Genesys executives will be presenting at G-Force Orlando 2009. Featured speakers and Genesys presenters are noted below. We are continuously adding to this list, so please check back often.

Nicolas de Kouchkovsky
Genesys

Nicolas de Kouchkovsky, President of Genesys, will show you how Genesys is transforming the customer experience though its new vision: Dynamic Customer Engagement. Dynamic Customer Engagement takes customer service to the next level through real-time optimization of resources and enterprise-wide customer processes – across all media channels, as well as assisted and self-service. Nicolas will also provide a unique look at the increasing business impact of customer services and how it is getting the attention of c-level executives and senior management at businesses worldwide.

Nicolas de Kouchkovsky brings more than 20 years of IT and Telecommunications industry experience to his role as President of Genesys. He is responsible for the management of Genesys, driving the company's strategic direction and building the Genesys brand. Nicolas joined Genesys in February 2000 as Vice President of Products and Strategy, overseeing product management, product marketing and strategy, while helping Genesys achieve a market leader position in the contact center software market. He later served as Senior Vice President of Marketing and Business Development, overseeing key acquisitions for the Genesys portfolio.

Nicolas earned a Masters degree in Math and Physics from Ecole Polytechnique in Palaiseau. He also holds a Masters in Robotics and Data Processing from Ecole Nationale Supérieure de Techniques Avancées in Paris.  

Thomas Hammond
The Hartford Company

Recognized by JD Powers as a customer service leader, Tom Hammond, Vice President of Customer Experience at The Hartford insurance company, will share how they are taking customer service to the next level by transforming the customer experience. Through methodologies such as virtualization, self-service and intelligent routing, Tom will discuss how they are improving customer satisfaction, increasing their revenues through more effective up-sell and cross-sell, and reducing their costs by optimizing enterprise-wide resources.

Tom Hammond has been with The Hartford for over 20 years. His experience ranges from development and direction of Direct Response Marketing, Operational Research for Segmentation and Customer Satisfaction, to more recently, Customer Contact Center strategies like computer telephony integration (CTI), online scorecarding, after-call surveys, call center certification, and decision support coaching tools. He has been focused on closed loop systems for improvement of the Customer Experience in efficiency and effectiveness. Tom is based in San Diego. He has an MBA and a BS Degree in Information Management from San Diego State University.  

Joe Heinen
Genesys

As vice president of corporate marketing, Joseph Heinen is responsible for corporate branding, marketing communications, and public and analyst relations. Prior to this role, Mr. Heinen held positions in the company where he was responsible for strategic sales tools for product marketing to position and demonstrate the value of the overall Genesys product suite; and for vertical marketing where he developed new customers through direct sales and channel partners.

 

Daniel Hong
Datamonitor

Are you getting the most business value from IP and virtualization? The transformation to IP is fundamentally changing the customer experience by driving greater business value and flexibility through contact centers. As SIP emerges as the standard for IP, it provides the foundation to improve agent and employee productivity, virtualize and optimize resources, and reduce costs. Organizations need to understand both the challenges and opportunities with SIP - from realizing customer-centric strategies, to extending customer care resources to the back office, and even leveraging home agents. Datamonitor has recently taken a close look at this topic and will share the latest information and best practices - including analyst insight and real-world customer examples.

Daniel Hong is Lead Analyst for Customer Interaction Technologies at Datamonitor. He is part of the Datamonitor technology R&A group where he heads the firm's global Customer Interaction Technology (CIT) research and consulting practice. As the program manager and lead analyst for CIT, Daniel is responsible for the tactical direction of contact center markets and voice and video business technology research, his work focuses on analyzing trends, strategies and practices for voice solutions across CRM, enterprise, desktop, mobile and ubiquitous computing environments. Daniel has been quoted numerous times in Business 2.0, DestinationCRM, The Economist, Wall Street Journal, Financial Times, Wired and NPR and regularly contributes articles to Speech Technology Magazine and other publications. Daniel has authored over 50 reports, benchmark studies and articles that examine the issues, trends, opportunities and trajectories of the CIT market. Over the years, he has acted as an advisor and consultant to Fortune 500 companies. He has also written many industry white papers on speech self-service applications and routing, process optimization, open-standards and enterprise IP solutions. Daniel holds a Bachelor of Arts degree in Social Sciences from the University of California at Irvine.

Bill Peer
InterContinental Hotels Group

As an international hotel company with 7 brands and over 160 million stays per year, IHG understands that service is THE key differentiator. Ensuring guests receive outstanding service and memorable experiences is at the heart of their business. Bill will share how IHG is evolving the guest experience and how innovation is leading the way. With the hotel guest experience of the future as a back drop, Bill will share how a consistent guest service across all touch points is being achieved by an orthogonal service centric environment, cloud computing, and a few key technologies.

As Director, Enterprise Architecture, InterContinental Hotels Group, Bill Peer is the chief enterprise architect at IHG. His responsibilities include creating the 1, 3, and 5 year strategic technology roadmap for the company, migration towards a SOA-centric architecture, and enterprise system governance. Bill has spent the past decade focusing exclusively on large scale systems. He has worked in many industries including hospitality, insurance and retail. During his 20 years of professional experience, Bill has worked in every IT capacity and his career even includes time at the National Security Agency. He has conducted numerous presentations around the globe on a wide range of technology topics ranging from Enterprise Architecture to the Internet to System Design. Bill earned his baccalaureate in Physics (Cum Laude) and received a Masters degree in Computer Science.