Experience as a Service℠
Connect with your customers through empathy
Every company is in the people business
Make your customer feel remembered, heard and understood. This is the foundation of an empathetic customer experience — delivered through Experience as a Service. Give every customer exactly the experience they want every time, whether that’s an agent who sympathizes while solving a complex issue or a quick answer from a bot.
Whilst it’s enabled by technology, Experience as a Service doesn’t happen through technology alone. It’s also an engagement you make across your business for your employees’ good, for your customers’ good and for the good of your business. This creates a connection that builds trust and earns customer loyalty across interactions and time.
Loyalty leaders grow revenues 2.5 times as fast as industry peers.
– Harvard Business Review,
January 2020
Discover the Experience as a Service essentials
To deliver empathy to every customer, you need some essentials in place. Discover what goes into Experience as a Service by building this interactive graphic.Discover Experience as a Service
Each interaction starts with your customer, right at the centre
Gain an understanding of each customer’s needs, intent and preferences — so you can make customers feel remembered, heard and understood.
Discover Experience as a Service
This is the foundation of empathetic experiences
Interactions rooted in empathy make it easier to build trust and earn your customers’ loyalty — for stronger connections and better results.
Discover Experience as a Service
It’s possible to achieve personalised experiences at scale
You just need the right technology and tools in place. It comes down to three key components. Keep exploring to reveal each one.
Discover Experience as a Service
Empathy requires information about your customers and employees
Your contact centre is a gold mine for this data. By unifying historical, third-party and behavioural data, Genesys technology puts your data to good use.
Discover Experience as a Service
Artificial intelligence turns data to insights and action
AI makes sense of massive amounts of conversation data to predict and recommend the next optimal option. It automates decisions about who, when and how to engage.
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And engagement tools set you up to match and deliver
Facilitate empathetic experiences across marketing, sales and service. The best engagement tools help your team know the road customers travelled and anticipate what they need most.
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And that’s Experience as a Service
Altogether — with data, artificial intelligence and engagement tools — you can create personalised experiences that provide true empathy to build trust and drive loyalty. We call it: Experience as a Service.
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