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The Uncomfortable Truth About the State of Customer Experience Transformation

Featuring the 2017 Dimension Data Global Customer Experience (CX) Benchmarking Report, 20th Edition

You will learn the top trends from the five key areas of the study, from innovative strategies on operations and technology to self and assisted service solutions. Spanning over 80 countries and 14 vertical industries, the Dimension Data Global Customer Experience (CX) Benchmarking Report provides the most current information available to reinforce your strategic customer experience journey, regardless of your CX maturity.

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How to Build a World-Class Contact Centre with PureCloud

Your customers want to interact with you in a variety of ways – email, web chat or a phone call. Most cloud contact centre vendors provide point solutions for multichannel requirements. Or, they integrate multiple siloed solutions. PureCloud is a true all-in-one cloud contact centre solution ideal for businesses with up to 150 agent seats. It has all the tools you need to build a world-class contact centre. View the on-demand webinar and see a Live Demo of PureCloud. 

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The IoT-Enabled Customer Experience

Featuring Frost & Sullivan and the APAC IoT-enabled-CX Study

Wednesday, March 22, 2017 
11:30AM SGT / 2:30PM AEDT / 9:00AM IST

Frost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across 11 countries in the Asia Pacific region to understand how enterprises approached CX and whether they believed the Internet of Things (IoT) had an impact on their business. Customer expectations rise as they become more digitally connected. Learn about IoT-enabled customer experience strategies from Frost & Sullivan & Genesys.

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Not All Customer Experience Platforms are Created Equal


On one hand, customer engagement is rapidly evolving under pressure from digital transformation driven by the rise of self-service channels, mobile and social media. On the other, yesterday’s contact centre platforms are struggling to keep pace. While there’s nothing easy about delivering consistent and personalized customer experiences across channels, choosing the right CX Platform to design and deliver your customer engagement is a foundational success factor. Register for this 30-minute on demand webinar and learn 5 things to look for in a CX Platform.

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Moving Beyond Queue-Based Routing for Smart Customer Service

On Demand Webinar

Queue-based routing is no longer sufficient to meet the expectations of digital customers and the business needs of today’s contact centres. The foundation for delivering smart customer service is adopting a data-driven approach that can be measured and optimised to personalise the customer experience and reduce effort. Register now to view the on-demand webinar! Learn how other firms have implemented an orchestrated, data-driven approach to improve customer experience and achieved huge results.

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Uberisation of Customer Service: A real game changer, or a mere hype?

Featuring Charles Ross, Senior Editor, Asia, Economist Intelligence Unit

Genesys has recently released a report commissioned by the Economist Intelligence Unit which reveals the majority of senior APAC executives view service on-demand model as one of key enablers to differentiate their business apart from the competition in an ever-competitive market within the next few years.

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