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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:
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 CX™ 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”
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