Customer Engagement

3 Principles of Fostering a People-Centric Culture

As more companies mature in their adoption of customer experience from an initiative into a practice, customer-centricity must...

4 Steps to Get From Here to There With AI

In Adventures in the Screen Trade, screenwriter William Goldman wrote that “nobody knows anything” — perhaps the most...

Genesys Advisor: Helping Create Your Customer Experience Vision Through PureCloud

Success is a journey — not just a destination. You want the right guide to illuminate the path. This is especially true when...

CX Migration Secret #1: Your Contact Center Migration Isn’t a Project

In our “CX Migration Secrets” series, we’ve exposed misconceptions related to nearly every aspect of moving from a legacy...

Imagine if… The Cloud Created a Better Agent Experience

Imagine discovering that your move to the cloud not only improved your customer experience, but it also made your agents happier...

Automate QA Processes and Review 100% of Calls

This post was co-authored by Genesys AppFoundry partner, Call Journey. Contact centers must improve customer experience and...

AI Ethics: The Impact of Artificial Intelligence in a Contact Center Ecosystem

Artificial intelligence (AI) is evolving and it will affect all of us. While early adopters are investing in technology and...

Personally Identifiable Data Has No Place in the World of AI

In the 1990s, flashy, neon-colored pants were the style, frizzy rock star hair was in its prime and the video for “Ice Ice...

CX Hero: Banking Relationships and Matters of the Heart

Caique Augusto da Mata answers many chat sessions, emails and calls during his day at Bradesco Next, a bank focused on...

CX Migration Secret #3: Not All Cloud Contact Centers are Created Omnichannel

Today’s customers demand choice when they interact with your organization. And channel of choice is at the top of the list. But...

AI Ethics: Three Pillars to Staying Accountable

We often talk about the seemingly boundless power of artificial intelligence (AI) when it comes to helping organizations solve...

Move Over, SMS: How to Get Customers’ Attention with RCS

Last week, we talked about the future of mobile messaging. When Rich Communication Services (RCS), a consistent, interoperable...

When Worlds Collide: Contact Centers, Marketing and Genesys Technology

Marketing technology (martech) is growing increasingly sophisticated, with the availability of new tools and data. But data grows...

Breakthroughs in Digital Customer Service: Two Technologies Every Business Needs to Know

Mobile messaging is on the rise. The Genesys State of Customer Experience report found that 53% of respondents prefer mobile...

Imagine if… You could deploy a new contact center in 60 days, without relying on IT

It’s tax season, and everyone is busy. Some people are digging through shoeboxes full of receipts and swearing at the dog....