Electrolux transforms customer service into an engine for growth

Electrolux is transforming its traditional contact centre into an intent-led customer engagement model — shifting the focus from channels and cost per interaction to understanding consumer intent, strengthening relationships and driving greater lifetime value. With Genesys Cloud CX as a strategic foundation, Journey Management and Genesys agentic Virtual Agents turn journey insights into action and increasingly resolve consumer needs autonomously — helping reduce contact centre technology operating costs by 70% and increase revenue generation by 10%.