10 Must-Read Articles on Contact Center Transformation, AI and Customer Experience

Maintaining a contact center — whether it’s in a small- or mid-sized company or a large enterprise — isn’t without its challenges. IT managers, contact center managers, executive C-suite and customer experience professionals all must keep up to date on the latest technologies and processes to meet shifting customer demands.

Throughout 2019, the Genesys blog covered a range of topics, including artificial intelligence (AI), analytics, customer experience best practices and contact center transformations, to equip you with the tools and resources needed to succeed in 2020. Here’s a rundown of the top 10 most read blog posts from 2019.

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

In this blog, you’ll follow the evolution of AI for businesses, employees and customers. While early adopters are investing in technology and reaping its rewards, most companies today are taking a wait-and-see approach to AI. Read all the AI ethic blogs in the series.

Real-World Lessons to Smooth the Journey for Contact Center Modernization

No two businesses are alike — and that’s why each business must follow a different path when modernizing their legacy contact center. This blog offers advice on how various companies approach their customer experience transformation and the five steps to carry out your transformation.

Pillars of Building Brand Loyalty and Customer Advocacy

Having satisfied customers isn’t enough anymore — you want to turn those satisfied customers into loyal brand advocates. And it’s a great practice in customer experience to have a guide who can help consumers navigate that journey — and it’ll increase your wallet share.

Bringing Your Website and Sales Engagement Up to Speed with AI

AI leverages machine learning so you can see how consumers interact with your website — then you can create corresponding persona behaviors automatically. After a little configuration, you can identify what works — and what doesn’t — in customer journey behaviors.

Strengthen Customer Satisfaction and Sales With Real-Time Journey Analytics

Sales and marketing leaders all want better ways to communicate with their customers. Digital transformation isn’t just a buzzword; it’s a major driver of changes across all businesses — regardless of size, market share and verticals. Move toward the cloud and ensure that you’re a digital-first company. But remember: Technology can only support your needs if it’s easy to use and doesn’t require any major customization to integrate with other systems your contact center.

Diversity and Inclusion: Taking a Bite of the Elephant

Your workforce is diverse — and that diversity is a critical component of a thriving community. It’s also a key piece of your success on a global stage. This blog outlines six practical steps we’re taking to diversify the Genesys workforce.

Survey Uncovers Customer Preferences for Automation vs. Agent Interactions

According to “The US Customer Experience Decision-Makers Guide,” customer experience professionals might not fully understand what their customers want. According to the ContactBabel study, most consumers would choose to interact with an agent over automation, even if both options created the same outcome. This blog delves into the results a bit more to help you understand automation and agent use.

The Customer Service Rep Who Saved Christmas

The Genesys Heroes program recognizes contact center and customer service representatives who go above and beyond to provide great experiences to their customers. This blog tells the story of one CX Hero who made her customer’s Christmas extra merry.

Infographic: Expert Tips to Become a Digital Transformation IT Hero

To make customer experience a winning differentiator for your business, you need to replace your legacy platforms and migrate to the cloud. Get tips from IT experts on how they managed their transformations in this blog post.

Customer Journey Mapping: Tips to Design Customer Experiences

Customer journey mapping is a great starting point when designing excellent customer experiences. The process aligns your organization so everyone is speaking the same language and, ultimately, using a map to inform your overall journey management strategy. This blog offers a step-by-step guide for creating a customer experience journey map in your contact center.

We have many more great blogs to come in 2020. Follow the Genesys blogs by subscribing to the channel. We’ll send you a weekly email so you can stay up-to-date on employee experience, customer experience, personalization, contact center technology, AI and more.