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The digital transformation acceleration is real. Digital interactions have largely replaced in-person experiences, with live chat and chatbots growing faster than all other channels globally. According to McKinsey, over the past year alone, the share of digital customer interactions has increased by 35–55%. This growth is poised to continue, with 68% of millennials and Generation Z preferring digital channels to interact with companies. To remain competitive, businesses must be ready to meet customers in the channel of their choice — with an experience created for the device of their preference — at any time.
True digital transformation means having the technology to start your conversation anywhere and take it everywhere. It also means understanding that the contact center is no longer just about customer service. Smart companies are looking ahead to revenue generation through predictive engagements, outbound sales and agent assistance with up-selling and cross-selling opportunities.
As an industry leader, Genesys is helping our customers stay competitive and meet their customers’ expectations in this technologically advanced and socially complex world. The acquisition of Bold360 and Exceed.ai supercharged our digital capabilities, augmenting our platforms with innovation and further advancing the Experience as a ServiceSM market.
That’s why I’m so excited the Genesys DX™ team is joining Genesys Cloud CX™, an experience orchestration platform. Together, we’ll accelerate the integration and delivery of digital-only and digital-first solutions on a platform that’s purpose-built for innovation, security and scale.
Genesys Cloud CX is breaking down borders between customers and great experiences. Companies today can deeply understand the end-to-end customer journey and are provided with insights that have an immediate positive impact on the overall experience.
With Genesys Cloud CX, Genesys DX, workforce engagement management and Pointillist under one banner, we have an unmatched, unstoppable team to build the platform of the future and set a new standard for customer experiences.
Sources: The State of Customer Experience, Genesys, October 19, 2021
How COVID-19 has pushed companies over the tipping point—and transformed business forever, McKinsey & Co., Laura LaBerge, Clayton O’Toole, Jeremy Schneider, and Kate Smaje, October 5, 2020
Jacobs, Ian. October 21, 2020. Forrester blog. Predictions 2021: It’s all about Empathy, Digital, and Virtualizing Customer Care
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