Hilde Lannoo

Hilde Lannoo is a Senior Customer Success Manager at Genesys. She began her career as a call center specialist in EMEA, gaining hands-on experience across technical work, solution design and project management. Seeing the agent role often undervalued, she focused her career on improving the agent experience and elevating its importance. She expanded her expertise across operational CRM, knowledge management, customer feedback and Workforce Engagement Management. At Genesys, she continues this mission through the Genesys Cloud platform and its agentic orchestration capabilities, helping organizations deliver more empathetic, efficient customer experiences while empowering agents as critical contributors to business success.