Connecting Moments Between Brands and Customers

Connecting Customer Journeys

A study by Frost & Sullivan found over three-quarters of mid-sized European contact centres believed that connecting customer...

Mastering Customer Service Digitisation

Keeping up with always-connected customers is one of the biggest challenges going. They expect brilliant service, simple digital...

New tools to tackle employee engagement

Raising the bar on customer experience (CX) requires a specific set of enablers. While it’s easy to get consumed by strategy,...

Deliver world-class customer experiences with Genesys and Google Cloud’s Contact Centre AI

As companies integrate AI, automation, machine learning and voice recognition into a wider range of self-service options, the CX...

4 key concepts for customer analytics

Technology has a crucial role to play in creating seamless experiences between humans and machines, and in a more commercial...

‘Tis the Season to Be a Scalable Contact Centre

Remember when Black Friday was actually just on Friday? I do. And I remember my local supermarket setting up for purchase returns...

Serving customer’s emotional needs

We all like to think our buying decisions are totally rational. Yet, according to Professor Gerald Zaltman of Harvard, 95% of...

4 Guidelines to Ease Your On-Premises to Cloud Journey

There’s a clear advantage to moving your customer experience ecosystem to the cloud. For traditional on-premises customers,...

4 Features Your Cloud 2.0 Platform Needs for Next-Generation CX

4 Features for Next-Generation CX: Introducing Cloud 2.0 When the first cloud solutions emerged around a decade ago, they had...

The future of the contact centre: evolution or revolution?

There are already countless commentary pieces offering technology predictions—the growing use of chatbots and AI, connected...

Your 7-step programme for CX transformation

We’re all somebody’s customers. We know how we like to be treated and we’ve all had experiences that have influenced our...

Are you managing customer relationships or customer experience?

As consumers become more astute, sophisticated and demanding, retailers are having to adjust the way they measure success from...

Chatbots: why it’s too soon for another cog in the contact centre

Barely a week goes by without someone asking us about cognitive chatbot technology. With capabilities like visual recognition,...

Genesys Cloud: One Platform to Power Innovation and Personalisation

The businesses we work with come in all sizes and sophistication stages worldwide, representing many different industries. Yet,...

5 Ways the Right Platform Can Take Your CX to the Next Level

Today's customers use all sorts of channels to interact with businesses. Voice, chat, email, web, mobile, social – the list...