About Lucy Norris

Lucy Norris is executive vice president, global leader of customer success responsible for end-to-end customer and partner enablement and support -- from strategy to execution incorporating revenue, delivery, and profitability. She is responsible for customer implementations, education and ongoing support of Genesys products and solutions in the cloud and on premises. This remit includes Genesys Care, the Genesys customer care program; Professional Services focused on customer realization of Genesys-based business outcomes; Genesys University focused on customer and partner enablement; and Customer Success Managers who represent the voice-of-customer — all of which are designed to drive customer loyalty evidenced by customer retention and expansion. Lucy joined Genesys in 2012 to create a global support and maintenance program and led the launch of Genesys Care and the transformation of the Genesys Customer Care organization to a global 24X7 center of excellence. Prior to Genesys, she served as senior vice president of global customer care at Global 360, a Texas-based leader in business process management software, acquired by Open Text. She has served as vice president of product management, customer care and commercialization at Eastman Software, Inc., a subsidiary of the Eastman Kodak Company.

About Musa Hanhan

Musa is a driven experience designer and product strategist with a career spanning more than 20 years in the B2B technology industry. He has demonstrated leadership in the design and management of go-to market strategies of highly successful products. He has even pivoted unsuccessful products converting them into highly innovative and profitable solutions. Musa believes that bad customer experiences are toxic to our social fabric and so, he works hard to define the journeys that matter the most to customers to anticipate their needs and future challenges. He works tirelessly to obtain the right customer experience buy-in from executive management to save and engineer experiences that instill customer trust and loyalty. He has built the Genesys voice of the customer program by maturing the Net Promoter Score into a deeper customer feedback framework and system. His work was instrumental in increasing Genesys Customer Care NPS by 25 points in less than 11 months. He leads a team dedicated to leading-edge customer experience. Musa is a member of the Bain Loyalty Forum and holds certifications in service design and as a certified customer experience professional (CCXP).

About Musa Hanhan

Musa is a driven experience designer and product strategist with a career spanning more than 20 years in the B2B technology industry. He has demonstrated leadership in the design and management of go-to market strategies of highly successful products. He has even pivoted unsuccessful products converting them into highly innovative and profitable solutions. Musa believes that bad customer experiences are toxic to our social fabric and so, he works hard to define the journeys that matter the most to customers to anticipate their needs and future challenges. He works tirelessly to obtain the right customer experience buy-in from executive management to save and engineer experiences that instill customer trust and loyalty. He has built the Genesys voice of the customer program by maturing the Net Promoter Score into a deeper customer feedback framework and system. His work was instrumental in increasing Genesys Customer Care NPS by 25 points in less than 11 months. He leads a team dedicated to leading-edge customer experience. Musa is a member of the Bain Loyalty Forum and holds certifications in service design and as a certified customer experience professional (CCXP).

About Stephanie Grey

As a Senior Product Marketing Manager at Genesys, Stephanie is the marketing lead for the Genesys Reporting and Analytics product suite. Stephanie applies the lessons learnt from more than 10 years consulting and working in banking, telco and government environments with a deep knowledge of the Genesys platform & products to find ways to get you the data, views and insights you need to drive change. Plus as a certified Professional Scrum Master, she is always looking to find ways customers can continuously and iteratively derive value from their investment - sooner rather than later - as she did back when she was a Genesys customer.

Peter Graf

About Peter Graf

Dr. Peter Graf is the chief product officer (CPO) of Genesys, driving the global product vision and innovation strategy. He oversees software product management, engineering, cloud operations and product delivery across the company’s industry-leading customer experience platform. Peter has held a variety of executive leadership positions in operations, development, sales, marketing and services throughout his more than 25 years in the global enterprise software industry. His extensive background includes deep expertise on emerging technologies such as artificial intelligence. Prior to Genesys, Peter served as CPO for Sungevity, a market-leading solar electricity company. Earlier in his career, Peter held multiple senior leadership roles with multinational software corporation SAP, including serving as the executive vice president and general manager of Sustainability Software. Peter earned a doctorate in computer science from Universität des Saarlandes and a master’s degree in computer science and economics from Technische Universität Kaiserslautern in Germany.

About Mark Stanley

Mark Stanley is the Genesys director of strategic business consulting. Mark helps companies align sales and service delivery to their brand promise and to works with them to define and achieve business goals by leveraging technology to refine the service delivery process. Mark provides strategic transformation services, rapid business assessments, focused workshops and training sessions.