Richard McCrossan

Strategic Business Director Genesys

In his role as digital lead at Genesys, Richard focuses on helping organisations across the world build seamless customer experiences across all digital contact channels and improve the customer service industry through digital transformation.

Today’s consumer has a wealth of choice in the way they interact with companies.  It’s not possible to provide the joined-up customer journey the consumer is looking for with incomplete tools to manage it.  Join Richard McCrossan for this keynote which will guide you through the steps to delivering seamless customer journeys and exceptional Experience as a ServiceSM (XaaS), enabling  organisations to deliver true personalisation.

Conference Day Two

Wednesday, January 29th, 2020


There’s no denying that customer demands are rising. And quickly. So when it comes to the tricky matter of transformation in the telecoms industry, we’ve gone past if we need to provide better experiences, to how. To find out, join Genesys as they share how they help telecoms businesses capture the hearts and loyalty of customers. Discover how to turn your agents into super heroes by introducing AI-powered forecasting, predictive routing and interaction analytics.
The session will explore how you can use contact centre data and artificial intelligence to:
*             Analyse and improve agent performance
*             Extract meaningful business insights
*             Quickly adapt to changing customer needs

Check out the incredible speaker line-up to see who will be joining Richard.

Download The Latest Agenda