Welcome to the Future: It’s Digital 2025

The world of customer experience (CX) has seen a massive acceleration in digital adoption in the last 18 months. An explosion in demand for digital products and services has propelled the industry four years ahead of where we thought it would be in terms of adoption. Today, digital adoption has accelerated to what was initially expected in 2025.

Businesses need to market, sell and engage with customers from anywhere across the digital channels they know and trust — now more than ever. As a company committed to delivering on our Experience as a ServiceSM vision, we know loyalty and trust are built on personalised interactions. Today’s customer journey often begins with a digital experience. This is the age of the digital majority.

That’s why we’re thrilled to launch our standalone, digital-first product, Genesys DX™. Read the press release here.

Following our acquisition of Bold360, which finalised on May 5, 2021, we have our first product in the market — offering a complete digital customer engagement solution that leverages the power of artificial intelligence (AI) to deliver real-time proactive and predictive experiences. It puts the customer at the heart of every interaction. And we now have the most complete digital customer engagement solution in the market.

With Genesys DX, companies can move CX beyond common transactional chat interactions to deliver the intuitive conversations customers welcome. Genesys DX helps companies understand customer needs and predict customer intent with groundbreaking capabilities, including:

  • Always-On Engagement: With Genesys DX, companies can deliver always-on engagement, allowing them to show up immediately with the right information to address needs as empathetically and quickly as possible. A centralised knowledge platform allows companies to provide fast access to information, while simultaneously leveraging the Voice of the Customer to continuously enhance the experience. In addition, customers will enjoy smoother and more comprehensive interactions with seamless transitions across AI and agent engagements.
  • Human Intuition for All Digital Interactions: Genesys DX enables companies to apply human-like intuition in all digital engagement by combining a real-time, 360-degree view of customer touchpoints with contextual data. This new capability goes beyond traditional concepts of passive sentiment analysis. Companies are empowered to stay ahead of the customer by proactively addressing needs and guiding them toward resolution — and that creates a better customer experience.
  • Faster Scale to Wow: Companies can easily design and launch conversational intelligence to create smart self-service on the most popular messaging channels in a matter of weeks. Agents can work smarter with easy-to-master AI, actionable insights and intuitive workspaces. Companies can start with a single use case and use insights to build and optimise their customer engagement strategy — all while keeping the customer experience at the heart of their decisions.

This Is Only the Beginning

In the next few months, we plan to add capabilities, such as predictive engagement, to allow businesses to drive customer acquisition via the web and automate online customer interactions across marketing, sales and service.

We’re in the age of the digital majority — and we’ve been propelled into digital 2025. But this is just the beginning. We’ve reached a tipping point; we’re imagining digital business experiences that didn’t even exist a few years ago.

Whether you’re starting out or accelerating your cloud journey with the Genesys Cloud™ platform; building and evolving your multicloud architecture with the Genesys Multicloud CX™ solution; or looking for a digital-first offering that’s rich with digital and AI —  Genesys will meet you wherever you are in your journey.

Let’s deliver the power of digital together.

Sources: McKinsey & Company, October 2020, Survey: “How Covid has pushed companies over the technology tipping point – and transformed business forever”