Customer Engagement

10 Blogs From 2018 You Shouldn’t Miss

By 2020, 30% of all business-to-business companies will use artificial intelligence (AI) to augment at least one of their primary...

The Customer Experience Trifecta: Personalization, Privacy and Trust

It’s that time of year when business industry pundits start making their predictions for 2019. Digital transformation is a top...

The Relationship Paradox: Don’t Risk Extinction by Playing It Safe

For thousands of years, we had only two options for communicating with other humans: face-to-face conversations or the written...

How Voice Analytics Can Improve Customer Satisfaction

This post was co-authored by Holger Reisinger is SVP of Business Solutions at Jabra.Years ago, I predicted that corporate...

Let’s Talk AI Ethics: The Social Benefits of Artificial Intelligence

In both the world of business and in our personal lives, artificial intelligence (AI)-fueled social interactions have become...

3 Ways to Build a Better IVR with the Genesys PureCloud Solution

When a customer calls a business, they often get their first impression of your business and customer service based on your IVR....

Improve Your Customer Experience With Contact Center Benchmarking

Customer experience is a key competitive brand differentiator. To build long-lasting customer relationships, you must deliver...

Giving Tuesday Kicks Off the Charitable Season

Giving Tuesday is a global day of giving, focused on the holiday season and end-of-year giving. At Genesys, giving back is a...

Genesys G-Summit Roadshow Reaches Final 2018 Destination

Hundreds of customer experience enthusiasts gathered in Chicago to discuss the ever-changing climate of the contact center...

10 Customer Experience Statistics to Help You Plan 2019

Customers today have more choices than ever before. Businesses are finding that simply competing on product and pricing alone are...

How Artificial Intelligence and Machine Learning Shape Customer Journeys

Years ago, going on a road trip meant using an atlas to plan the route. I loved planning my journey across multiple pages,...

Butterball Turkey Talk-Line Uses PureCloud for Better CX

Cooking a turkey can be an anxiety-inducing task for novice and experienced Thanksgiving chefs alike. Not only is the size of the...

Holiday Reading List to Guide Your Customer Experience in 2019

The holiday season is about gift giving, office parties, and family get-togethers. But it’s also the time for reflection and...

How to Maximize the Success of Your Retail Contact Center in 2019

Is your retail contact center ready for Black Friday and Cyber Monday? To prepare for the holiday shopping season, you may have...

It’s Time to Talk About AI Ethics

“Ethics is knowing the difference between what you have a right to do and what is right to do.”Expressed with such...