Delivering experiences that meet today’s customer expectations isn’t just about being fast or friendly — it’s about being relevant. And relevance depends on an organization’s ability to access contextual data from all points in a customer’s journey. 

But for many organizations, customer context is fragmented across channels, systems and teams. The result? Disconnected interactions, repeated information and frustrating experiences. 

A unified customer experience (CX) platform changes that. By bringing together channels, data and insights, organizations can orchestrate seamless, contextually relevant experiences — no matter where the journey starts or continues. 

Across industries, the pattern is clear: When organizations adopt a unified CX platform, they gain a complete view of the customer journey — not just isolated interactions — enabling them to deliver consistent experiences across channels while quickly adapting to changing customer needs. And they’re in a better position to empower agents with real-time context. 

Without that foundation, even the best CX strategies fall short. With it, every interaction becomes more relevant, more efficient and more human. Because in the end, customers don’t think in channels — they think in experiences. And only a unified platform can bring those experiences together. 

Here are five organizations seeing experience and business benefits through the cohesion a unified CX platform brings. 

Sistecrédito levels up CX — and sees NPS jump eight points

By unifying channels, orchestrating customer journeys and embedding sustainability into its customer experience (CX) strategy, Sistecrédito transformed how it serves millions of Colombians — delivering faster resolutions and more trust-building experiences at scale. The financial services firm is seeing measurable results, including an eight-point increase in Net Promoter Score (NPS) and about $30,000 in monthly savings, while advancing financial inclusion. 

Explore the full story

 

PagBank provides first-class support faster — with a 25% drop in AHT 

After half a decade of growth and diversification, Brazilian banking and payment services provider PagBank was struggling to deliver seamless customer service through its on-premises contact center. But a move to the Genesys Cloud CX® offering solved the company’s problems, with a unified platform that has improved all its customer experience (CX) metrics, including a 25% reduction in handle time and a 50% drop in customer contact rate, while ensuring 100% uptime. 

Get all the details

 

A relentless pursuit of service excellence 

By reimagining its use of Genesys, Prvidr has streamlined the integration of bespoke solutions, enhancing its customer experience (CX) strategies without the need for external specialist support. As well as saving considerable costs, this DIY capability has enabled groundbreaking capabilities that aren’t available off the shelf. Results include a 50% decrease in average speed of answer and reductions in staff resourcing requirements and time to competency for new hires. And Prvidr retired eight systems, contributing toward a 20% improvement in employee engagement survey scores. 

Learn more

 

Personalizing the student learning experience 

To boost its student experience while also aiming to become more mobile and flexible, WGU transitioned from the Genesys PureConnect™ application to the Genesys Cloud™ platform. The switch allowed WGU agents to work remotely more easily, gave its DevOps team more control to make changes and enabled them to leverage the robust API layer to customize and build onto the solution. Additionally, seamless integration with Salesforce improved staff efficiency. 

Read more about the approach

 

Gaining an edge with a cloud-first strategy

Arvato has optimized its UK customer service with the Genesys Cloud™ platform. Now, the company’s 1,100 agents can multitask and work securely from any location. This flexibility allows Arvato to quickly adapt and be more competitive, expanding its recruitment pool and onboarding new business opportunities. 

Uncover the details