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

Experience transformation: Moving continuously toward more personalised, empathetic interactions for customers and employees....

Ginger Conlon

16/04/2024

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

Now Available: CX Cloud from Genesys and Salesforce

For many consumers worldwide, encountering a dead-end menu or having to repeat themselves to multiple agents creates more than...

Jack Nichols

21/12/2023

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

Genesys Empowers Charities with Cloud Contact Centre Tech

At a time when so many people could use a helping hand, delivering empathy has never been more important. Nonprofit organisations...

Olivier Jouve

20/07/2023

5 Signs Your Contact Centre Data Is Disorganised

Contact centre leaders often face significant challenges in interpreting large volumes of customer data. While the data provides...

Peter Hornberger

02/06/2023

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

3 New Genesys Cloud Satellite Regions Enhance Voice Quality

In today’s hyperconnected business landscape, it’s essential for multinational organisations to have a strong global presence...

Olivier Jouve

14/04/2023

Top Customer Experience Stats to Know in 2023

The best data tells a story. When it comes to customer experience (CX), the best stories are ones of frictionless journeys,...

Claire Beatty

01/02/2023

Breaking Through Cloud Contact Centre Migration Barriers

A few years ago, internal barriers to a cloud migration were as much about stakeholders’ fear of the unknown as they were about...

Nathalie Thompson

05/12/2022

Supporting Genesys Engage Customers Today and in the Future

Last month, we announced an important pivot to focus Genesys innovation on Genesys Cloud™, the industry’s de facto Experience...

Tony Bates

21/11/2022

CX Transformation Reading List for 2023

According to a recent Genesys report, Customer Experience and the Future of Work, customer experience (CX) will require more...

Jill Hundley

08/11/2022

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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.