Holiday Reading List to Guide Your Customer Experience in 2019

The holiday season is about gift giving, office parties, and family get-togethers. But it’s also the time for reflection and gratitude—and that provides an ideal opportunity for customer appreciation. It’s a great time to thank your customers for their business and identify new ways to improve their experiences in the coming year.

Increasingly, customer satisfaction hinges on the ability to deliver personalized, contextual engagement across a multitude of communication channels. Yet, a customer experience transformation that enables this level of engagement is no simple task. It requires an organized and holistic approach to identify and implement improved solutions, services, and interactions for customers and the employees that serve them.

As you reflect on the importance of your customers during this holiday season, take some time to review some of our favorite customer experience (CX) content from 2018—with best practices to guide your customer experience success throughout the new year.

Take the Service Design Challenge: Q&A With Marc Stickdorn
You need the right tools and methods to implement CX best practices, intentionally design your services and shift company culture to meet customer needs. Mark Stickdorn, co-founder and CEO of More than Metrics shares insights on service design and how to integrate it into your overall business structures and strategies. Read the post.

7 Things Coca-Cola Learned While Transforming Their Customer Experience
Coca-Cola knows a thing or two about building a brand and creating loyal customers. In this post, Janelle Dieken offers some interesting insights from Coca-Cola about how they transformed their customer experience. Read the post.

Bots Represent Brand: What Does Yours Look Like?
Customers are increasingly engaging with brands through bots. And while they can make it easier for customers when it comes to ordering, payment processing, and purchasing advice, a poorly implemented bot can damage a brand.  Chris Connolly offers smart strategies to gain the most value from bots, including safeguards to protect your brand. Read the post.

The Golden Rule, Your Mother and Customer Experience
Genesys Chief Customer Officer David Sudbey interviews customer experience expert Jeanne Bliss to discuss customer experience transformation. Learn about the five leadership competencies framework that helps you build and connect CX to business growth. Read the CX blog post.

Genesys State of Customer Experience Research
Get data and insights from nearly 2,000 consumers about how consumers prefer to interact with a business, what consumers value most when engaging with a business and what personal information are consumers willing to share in exchange for a better experience. Read the white paper.

We hope this holiday reading list inspires you to delight your customers in new ways—just as you inspire our efforts to power the world’s best customer experiences. Happy holidays from all of us at Genesys, and best wishes in 2019.