Customer Engagement

My First 100 Days: Customer Experience Gets Personal

For anyone taking on a CEO role, there are a tremendous number of things you need to focus on in the first 100 days. For me...

Genesys Cloud Accelerates WEM Innovation for PureConnect Customers

If you were at Xperience19 in Denver, you felt the excitement around Genesys Cloud, our platform for rapid, shared...

PureCloud: The Origin Story

Every great idea starts in a garage. Back in 2012, a group of rebels huddled in a temporary working space to discuss how to...

Home Improvement Customer Satisfaction Needs a Remodel

I recently became a customer satisfaction statistic. Four out of 10 consumers will recommend that others not frequent a business...

Build, Buy or Extend: Determine Your Cloud Contact Center Needs

The shift to cloud changed the landscape of call center software. Now, applications are less restrictive and more customizable to...

AI Ethics: Building Trust and Transparency With AI Engines

While artificial intelligence (AI) has several benefits for customers, it also has the potential to drive asymmetries further for...

Genesys Makes Every Moment Count Down Under

The Genesys G-Summit events are perfect opportunities to connect with the growing local communities and meet for meaningful...

Imagine if… A start-up could get enterprise-grade customer experience technology on Day One

The customer experience space is alive with entrepreneurs — bright minds who’ve spotted a gap in the market and come up with...

What Call Centers Should Do to Prepare for a Recession

The Federal Reserve lowered interest rates on Wednesday July 31st for the first time since the Great Recession. Now is the time...

Time to Change With the Four Pillars of Customer Service

Times are changing for contact centers, and the disruption to how we work can be stressful. It’s especially true when trying to...

Infographic: Cloud Solution Leads to Quick Responses in Critical Moments

For Crisis Services Canada (CSC) every call, text or chat can save a life — and every moment counts. The core desire of CSC was...

5 Ways to Use CRM Systems to Improve Customer Service

CRM systems enable companies to manage relationships and interactions with customers and clients — and serve them more...

3 Steps to Transform Your Contact Center Into a Brand Ambassador Center

At our recent global customer event, I asked contact center leaders how they thought enterprise leaders perceived their centers....

Hyper-Personalization and AI Deliver Great Customer Experience With Low Efforts

. Leveraging artificial intelligence (AI) in sales and marketing is a hot topic. But early adopters often wonder how to select...

AI Ethics: With Great AI Data Comes Great Knowledge and Responsibility

We've heard it a hundred times when calling a customer service line, "This call may be monitored or recorded for quality...