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Last week, we hosted customers, potential customers, partners and industry leaders at Xperience 2021 — the CX event of the year. Over the course of two days, people joined from around the world to share and learn new strategies for deploying artificial intelligence (AI), innovations in digital and Genesys platform enhancements. And the first day of the event was especially special to me.
It happened to be my first anniversary with Genesys; and spending it with our customers and partners was a terrific way to celebrate. It also served as a reminder of my early impressions of the industry. Most customer perceptions of a company or business are formed primarily from their technology-enabled experiences with its contact center. In fact, 70% of people believe that a company is only as good as its customer service.
A year later, I realize as I hope you do, it’s much bigger. The industry isn’t just shifting to new cloud technologies, but rather there’s a movement to establish an entirely new customer experience — one that’s empathetic, fluid and on an individual’s terms. I’ve noted key highlights from Xperience below that I think best represent this new direction.
The Next Chapter in Customer Engagement
We launched Genesys DX™, a new standalone digital customer engagement offering to help companies change the customer conversation from transactional chat interactions to intuitive digital experiences. Genesys DX leverages our customer experience (CX) expertise and Genesys AI with predictive engagement to enhance the conversational AI and dynamic knowledge base capabilities from the Bold360 acquisition. Businesses can now engage customers proactively anywhere in the digital experience to build trust and loyalty.
With the launch of Genesys DX, experience remains the unifying characteristic across our portfolio. Through some subtle yet notable changes, and by aligning with our Experience as a ServiceSM vision, we also modified our product brand names: Genesys Cloud CX™ and Genesys Multicloud CX™.
In my time with Genesys, I’ve seen it repeatedly: When your team and our cloud come together to deliver amazing customer experiences this is, “The Power of Us.” It served as our theme for Xperience 2021 because, even though we couldn’t meet in person, we were still able to connect and have conversations about how we can help our customers and their customers.
In his opening keynote, Genesys CEO Tony Bates highlighted how much change has occurred in customer experience but, more importantly, the vast opportunity ahead of an industry in midst of a transformation. Our Experience as a Service vision is to deliver empathetic, personalized experiences at scale. Over the last year, we’ve heard from customers and partners loud and clear that this vision captures where they want to go, especially as we emerge from the pandemic.
Category Creators and Leaders Obsess Over Customer Success
We welcomed a record-breaking number of registered attendees for the event. The draw? Customer stories with no shortage of examples of how to create and deliver the best customer experiences at scale. Executives from Charles Schwab, the Coca-Cola Company and Electrolux shared insights about the transformations of their customer experiences to deliver better outcomes.
VF Corp. and Sage Software debunked myths and confirmed the real impact of digital customer engagement. With millions of engagements and global brand reach, these companies shared key learnings from the last year. CX is an emerging business driver — and companies must compete based on their ability to engage customers in a personalized, human way.
Our customers have resoundingly shared that they’re facing increasingly dynamic times and the unique needs of their business drive how they look at CX innovation. It’s for this very reason we introduced Genesys Choice, a flexible consumption model that provides access to all our voice, AI, workforce engagement and digital capabilities — all with a single, annual subscription. With Genesys Choice, companies can tailor their CX deployments with our products and platform services through a single plan.
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