Bringing Empathy to the Tee

Now more than ever, the days of COVID-19 call for us to be kind to one another. This is one of those extraordinary times when, on an emotional level, we’re all in this together — everywhere around the world. But it’s important that the empathy and humanity we show each other during these dark moments remains when life returns to normal.

Empathy is the foundation of trusted relationships — with customers, with employees, with companies, with each other. We’ve all had that interaction with a business that was so amazing we’re still talking about it days, weeks, months, or even years later. That interaction felt like the person on the other side of the conversation knew you, understood you so well they anticipated what you needed, offered you more than what you strictly needed and genuinely cared about you.

Unfortunately, these experiences are so rare that they often stand out. They’re inconsistent and depend on the customer belonging to an elite segment or being routed to an exceptional customer service representative. And the downside to these fabulous experiences is that they leave customers wondering why every interaction with a company can’t be that exceptional.

Links to the Personalized Experience
Genesys has put its passion behind enabling companies to make every interaction meaningful. Our goal is to empower every customer service representative to be a hero who delivers an amazing experience. Experience as a Service is our bold new vision that enables end-to-end, personalized and cloud-delivered experiences to help companies deliver empathy at scale and forge deeper relationships with their customers.

To deliver empathy, a company needs to understand what a customer wants to achieve, where they’ve been — and then be able to engage with those customers in real time on the channels of their choice. It also needs the ability to take customer data to the next level, not just using it to inform the interaction but also understanding the information that offers value to the customer. It’s essential to empower employees at all levels.

We’re excited by the potential of all of our customers to make these highly personalized experiences the norm whenever one of their customers contacts them. Organizations of any size can connect with customers with the best information, across the best channel, with the best resource at the right time. We believe that, together, we can make empathy the most important quality in successful customer relationships. It will take perseverance to reach this goal, but we’re all in.

Passion, potential and perseverance are also things we look for in brand ambassadors. That’s why we’re delighted to sponsor rising golfer Yujeong Son on the LPGA tour this year. With her passion and talent, she embodies the Genesys spirit.

Since winning the 2013 US Kids World Cup, Yujeong  has won many championship titles, including the Women’s Oklahoma State Amateur Championship in 2014 as the youngest golfer, 2017 Swinging Skirts Invitational of the American Junior Golf Association (AJGA) and the 2018 Oklahoma Junior Girls Championship. Later in the same year, she won the Rolex Girls Junior Championship, following the footsteps of previous champions like Inbee Park, Ariya Jutanugarn and Lexi Thompson. She won 23 events during her junior career. In 2019, she played on the Symetra Tour, which is the second tier of the LPGA tour, and finished second twice and placed in the Top 5 four times.

Yujeong qualified for the LPGA 2020 tour last October and is regarded as a promising figure in the Korean golf community, which has produced some of the finest women golfers dominating the international scene today.

Like so many events, her first tournament has been postponed. But we’re looking forward to watching her deliver on her skills and promise on the greens.