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CX Leaders: Now Is the Time to Adapt and Embrace AI

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What Smart Companies Know About Integrating AI

Does your 2024 to-do list include customer experience transformation? Of course it does. You’re an innovative CX leader who’s...

Allison Castelot

31/01/2024

SMB Gains From a Cloud Contact Centre Exceed Personalisation

With the ever-increasing digitisation of customer interactions, the increase in remote work and increased use cases of artificial...

Lauren Miller

12/01/2024

Prepare for Tomorrow: Contact Centre Technology Decisions to Make Today

Business and tech trends are dynamic. Some accelerate while others lose value as more innovative solutions emerge. To make the...

Jason Alley

12/01/2024

5 Customer Experience Transformation Tactics to Use Now

Seeing beyond current customer and employee experience trends to those emerging on the horizon will give you a competitive...

Ginger Conlon

06/12/2023

Behind the AI Hype: Dispelling 10 Contact Centre Misconceptions

More than three-quarters of senior business leaders agree that artificial intelligence (AI) will be a critical part of their...

Ginger Conlon

30/11/2023

AI in Customer Experience Is All About Frontline Employees

“Is AI going to take over the work we’re doing in the contact center?” Brad Cleveland, Founding Partner and Senior...

Ginger Conlon

13/11/2023

CX Is Still at the Tip of the Conversational AI Iceberg

In 2022, it was estimated that conversational AI would reduce labour costs by $80 billion. When ChatGPT became available, the...

Jane Hendricks

06/11/2023

Insurance Relationships: Rethink and Revitalise

When consumers decide to purchase insurance policies online, they expect the process to be simple, intuitive and fast — just...

Manan Sagar

09/10/2023

Measuring AI Quality: Bias, Accuracy and Benchmarking for Conversational AI

Artificial intelligence (AI) practitioners are often asked to show their work. They have to prove that their AI technology works...

Rahul Garg

02/10/2023

Reinventing Employee Experiences with AI in the Workplace

Delivering empathetic, engaging employee experiences has become a top priority for a growing number of organisations. Those that...

David Wasserman

06/09/2023

Conversational and Generative AI: The Dynamic Duo for Contact Centres

Automation, driven by generative AI and conversational AI-powered solutions like virtual agents, voicebots and chatbots, and new...

Hardy Myers

04/09/2023

Banking and Workforce Engagement: Preparing for the Future

Banks are investing in bots — often with the expectation of a dramatic decrease in calls. But, data confirms that’s not...

David Porter

03/08/2023

Creating New Value for Customers with Generative AI

Earlier this year, we shared our thoughts on generative artificial intelligence (AI) and the considerations we’re applying at...

Olivier Jouve

21/07/2023

Contact Centre AI Bridges Gaps in Agent and Customer Connections

There’s a new dawn in the role of the contact centre agent. Over the last decade, the maturity of conversational artificial...

Sean Rooney

12/06/2023

The Payoff of Personalised Customer Service

The two things consumers globally value most in a service interaction are a fast response and a first-contact resolution,...

Claire Beatty

12/05/2023

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Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.