Connecting Moments Between Brands and Customers

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...

Telepathic service starts with contextual insight

It’s a familiar tale of woe that we can all empathise with. You order a fairly pricey (but fragile) wedding gift, which arrives...

Xperience Career Growth: How to Convince Your Boss

You’re convinced that G-Summit Europe is a must-attend event, and we really want you to  be there. Now, it’s time to...

Register for G-Summit Europe Customer Experience Conference

They say a picture is worth a thousand words, but an experience lasts a lifetime. It just so happens that with nearly three...

Is first contact resolution a myth?

Hand on heart: how often does your service team address the customer’s need the first time they call? Is it the most important...