10 Customer Experience Blogs from 2018 for Your Holiday Reading List

With all the holiday celebrations, gift giving and family get-togethers, having a little downtime to catch up on reading is a welcome relief. You might not have the bandwidth to tackle a lengthy technical tome while juggling the excitement of the season. But reading a collection of the top Genesys blogs from 2018 can help drive your customer experience success in the new year. In this third post in our three-part customer experience reading list, you’ll find some valuable insights to share with your team during this season of giving.

The Tragedy of Doing Too Little, Too Late
Bad decisions made when change is necessary can have lasting, widespread effects on a business. Too often, poor choices that are made in haste result in a common scenario called “The Quick Fix of Doom.” Follow this tragic tale of technology gone wrong and learn which pitfalls to avoid as you consider your customer experience transformation.

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Genesys and Google in a Zeitgeist Moment

Genesys and Google have combined artificial intelligence (AI) capabilities with Genesys predictive routing technology and Google Cloud Contact Center AI. Find out how live agents and AI seamlessly work together to give consumers an exceptional experience that uses the best of automation and the human touch.

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7 Things Coca-Cola Learned While Transforming Their Customer Experience

Get a glimpse into the customer experience transformation of one of the world’s best-known brands—Coca-Cola. In this post, you’ll read seven fascinating insights on how Coca-Cola Business Services North America continued to drive success while transforming their customer experience platform.

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CX Heroes: Highlighting the Human Touch in Customer Service

Remarkable customer service agents who go the extra mile to serve a customer often are unsung heroes. To help celebrate these “moment makers” who go well beyond the norm to help customers, we’ve launched CX Heroes. Find out about this new initiative and how you can nominate a CX hero.

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Bots Represent Brand, What Does Yours Look Like?

An increasing number of people are engaging with brands through bots. In fact, Facebook recently reported 300,000 active bots engaging with customers on the platform’s Messenger service. While bots can be extremely efficient in handling some interactions, they also have the potential to negatively impact your brand reputation. Find out how to protect your brand with these safeguards to bot function.

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3 Considerations When Adding a New Digital Channel

Customers communicate with companies across multiple digital channels, sometimes simultaneously. As every new channel is deployed, it’s important to consider its role and how best to use it to deliver an exceptional customer experience. In this post, you’ll find three key considerations to gain the most value from a new channel.

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Genesys and Google Team to Drive the World’s Most Powerful AI

Find out about the recent partnership between Genesys and Google, which combines leadership in customer engagement with leadership in machine learning. Together, we’re leading the way to turn ordinary customer experiences into extraordinary ones for better outcomes.

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Customer Journeys, Big Data and Astronomical Opportunities

Just as AI helped NASA discover an eighth planet circling a distant star by collecting volumes of data and rules about exoplanets, this next-generation technology helps customer experience professionals better understand and manage the complexities of customer journeys. Learn more about the power of AI and how it’s defining the new frontier in customer engagement.

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5 Key Criteria for Customer Journey Shaping

Customer journey maps come to life with “journey shaping,” which enables you to act on an opportunity in a business moment. Learn five principles of journey shaping with a customer experience platform that operates in real time, applies intelligence in the moment and is supported by AI.

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Infographic: Supporting Lead Management in the Digital World

Customer buying behavior is rapidly evolving. Proven sales techniques that were once effective are no longer beneficial in today’s digital world. You need to effectively sell your digital brand experience. Gain insights on lead management to power your sales on digital channels.

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