Deciphering Customer Experience Isn’t for Just Anyone

When it comes to customer experience (CX), you only have one chance to get it right. And by getting it right, I mean winning the customer over with a first impression that’s so great it brings them back again and again; motivates them to tell a friend and differentiates your brand above the rest.

There’s a lot of confusion in the marketplace today about the solutions or vendors you need to create a winning experience like this. Do you turn to a CRM provider, a contact center infrastructure vendor or do you build it yourself? Do you use a single solution or cobble together a variety of technologies?

To me, the answer is clear. Choose a partner with customer experience expertise who can count more than 65 percent of the most valuable global brands as their customers. You select a partner who has thousands of contact center solution deployments under their belt and has delivered the best business outcomes no matter how challenging the hurdles.

And, a partner that other industry-leading vendors choose as their partner because their technology and sheer acumen is head and shoulders above the rest.

Take, for example, the announcement we made earlier today: our omnichannel routing engine is now fully integrated with Salesforce Service Cloud Lightning. It means Salesforce customers can now benefit from more control and flexibility than in automating and managing customer engagement natively across digital, inbound, outbound and self-service channels. We’re thrilled about this integration not only because of the opportunity it gives joint customers but also because it reinforces our value in the market.

Trust is never bestowed without cause. It’s earned. And Genesys has earned the trust and respect of the CX industry for three primary reasons:

  1. Our experience. With nearly 30 years in the industry, we have hard and fast experience helping more than 10,000 brands of all sizes and types on every continent and in every vertical deliver the best customer outcomes.
  2. Our partners. We believe customers should be able to integrate the Genesys Customer Experience Platform with their existing investments and an ecosystem of applications to share data and context seamlessly. And now, customers have even greater flexibility to do just that as a result of our new, unified AppFoundry marketplace. With 200+ pre-built applications, our customers benefit from one of the largest marketplaces of any pure Customer Experience Platform provider in the world.
  3. Our technology. It’s second to none. In fact, leading industry analysts regularly recognize our contact center and customer experience solutions for our vision, ability to execute, and technology. You can review the recent accolades from Gartner and Ovum.

When it comes to technology, we never stop innovating. Businesses who work with us know we’re never satisfied. We’re always considering how we can raise the bar in customer experience. Take, for example, the omnichannel routing capability I mentioned earlier. It’s already an incredibly effective solution, but we’re now positioned to make it even better. As a result of our recent acquisition of Altocloud, the Genesys routing engine will be “tuned up” with even more predictive power than ever. We’re looking forward to announcing the details at CX18 in Nashville this May.

Ultimately, it all comes back to this: in Genesys, you have a steadfast partner that has always been at the forefront of customer experience innovation. When it comes to your customers and their experience with your brand, you can’t trust just anyone.

After all, if something with your CX solution or process goes awry, the watchful eyes of your customers will notice. Even a seemingly small mistake or simple hiccup can put your brand at risk. And, that could result in paying the ultimate price: losing a customer or turning a valuable advocate into an opponent.