Keep up to date with the latest advances in contact centre and customer experience

All resources

Retail Week: Retail 100 Report 2024

Personalising the player journey in eGaming and sports betting

Mastering data analytics for customer experience excellence

Four megatrends that could threaten your contact centre security

The Genesys Cloud AI progressive adoption model

Humans and AI in unison: Driving the new era of CX

Generational Dynamics

The Inner Circle Guide to Customer Engagement and Personalisation

The Future of CX: Customer Engagement Examples of Excellence

Contact Babel: The Inner Circle Guide to AI-Enabled Self-Service

Transforming Engagement for Patient-Centric Service Delivery

Combine social media and CX to listen and respond to customers

UK Contact Centre Vertical Markets: Communications (2024)

UK Contact Centre Vertical Markets: Public Sector (2024)

UK Contact Centre Vertical Markets: Retail & Distribution (2024)

UK Contact Centre Vertical Markets: Insurance (2024)

UK Contact Centre Vertical Markets: Finance (2024)

UK Contact Centre Vertical Markets: Outsourcing (2024)

UK Contact Centre Vertical Markets: Utilities (2024)

UK Contact Centre Vertical Markets: Manufacturing (2024)

Transforming Engagement for Patient-Centric Service Delivery

IDC MarketScape: Worldwide Front-Office Conversational AI Software 2024 Vendor Assessment

How Generative AI Will Transform Your CX Program

Predicts 2024 AI’s Impact on the Employee Experience

Market Guide for Customer Journey Analytics & Orchestration

CX leaders: Now is the time to adapt and embrace AI

The Experience Index by Genesys demo

How to build your business case for AI

Delivering Justice with Fewer Delays

Genesys Predictive Routing

Practical guide to contact centre routing

Practical guide to mastering journey management

Enhancing Connections in Law & Order

How AI is Transforming Customer Experiences in Local Government with Somerset Council

UK Contact Centre Decision-Makers’ Guide 2024 – The Remote Working Chapter

UK Contact Centre Decision-Makers’ Guide 2024 – ContactBabel Report

Five CX Trends for Utilities Providers

What smart companies know about integrating AI

CX Green Room

A practical guide to SMS and messaging apps

SMS and messaging app support for contact centres

Create personalised experiences with Genesys Predictive Engagement

SMB gains from a cloud contact center exceed personalization

Prepare for tomorrow: Contact centre technology decisions to make today

Game on: level up employee engagement with gamification

Top CX trends in 2024 and beyond

Five Trendsetters in CX Innovation

Five ways retailers can increase loyalty and efficiency

2024 Contact Centre Buyer’s Guide

Talking to the Machine: How AI is transforming customer experience in local government

Now available: CX Cloud from Genesys and Salesforce

Create better AI-driven conversations with a human touch

Empower agents in real time with conversational intelligence and generative AI

CX Cloud from Genesys and Salesforce

ContactBabel: The Inner Circle Guide to Agent Engagement & Empowerment 2024

5 customer experience transformation tactics to use now

Checklist: Unify your CRM system and contact centre

IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment

Agent Interface Demo

Digital Customer Engagement Demo

CX Cloud from Genesys and Salesforce Demo

Genesys AI for better self-service demo

Behind the AI hype: Dispelling 10 contact centre misconceptions

AI in customer experience is all about frontline employees

Omdia Universe Customer Engagement Platforms

Customer experience horizons

CX is still at the tip of the conversational AI iceberg

AppFoundry Marketplace Demo

Getting Started with Technology for the Connected Rep

Virgin Atlantic Customer Reference

The insurance industry’s empathy gap

Insurance relationships: Rethink and revitalise the customer experience

The power and possibility of AI

Building World Class Customer Services

ContactBabel Report: The UK Customer Experience Decision-Makers’ Guide 2023-24

Measuring AI quality: Bias, accuracy and benchmarking for conversational AI

Three ways to level up your IT operations

CCW guide: How to optimise contact centre workforces

Three ways contact centres can improve efficiency and experience with journey analytics

Measure what matters: Contact centre efficiency

Measure what matters: Customer loyalty

Measure what matters: Employee satisfaction

Speech and Text Analytics On-Demand Demo

Experience orchestration on-demand demo

Analysts and users agree: Genesys Cloud is a leading contact centre platform

Retail’s Empathy Gap

Human Values Report: The operating system for a high-performing contact centre

The contact centre technology migration playbook

Generative AI 101

Practical guide to creating a contact centre RFP

Peer Lessons Learned for Contact Centre as a Service Solutions Implementation

Customer Service Best Practices

Five ways leading brands use AI

Gartner Magic Quadrant for Contact Centre as a Service

Critical Capabilities for Contact Centre as a Service

The definitive guide to customer journey analytics

Five examples of exceptional CX in banking

Supercharge your CX workforce with AI

AI Ethics Guidelines

Banking and workforce engagement: Preparing for the future | Genesys

Explore How Generative AI Can Be Used to Improve Customer Service and Support

Banking’s Empathy Gap

How insurance companies are winning at customer experience

Rethink service delivery and drive down insurance costs

Best Practices: Improve Contact Centre Routing Results

Work automation and task routing

Best practices: Increase revenue with predictive engagement

The four phases of preparing for CX evolution

Evolve from legacy tech to the cloud

How to Choose Your Best-Fit Vendor for CCaaS

Contact centre AI bridges gaps in agent and customer connections

WEM Checklist: Get the most out of your workforce

Building truly patient-centric, digital-first healthcare services

Five approaches for keeping customers connected in Utilities

Practical guide to building a sustainable future workplace for BPOs

Seven customer journeys every telco should measure and optimise

Three ways telcos can improve efficiency and CX with journey analytics

Optimise customer experience measurement in telecom

Contact Babel: The Inner Circle Guide to AI, Chatbots & Machine Learning (3rd Edition)

The State of Customer Experience

The Forrester Wave Contact Center As A Service

The Forrester New Wave™: Conversation Automation Solutions, Q3 2022

Six Stories of Successful Cloud Migrations

The Definitive List of 29 Call Center Metrics and KPIs

Best practices migrating from a legacy contact centre

Employee Engagement: Antidote to Business Volatility

Recession-proof your CX

THE DIGITAL CUSTOMER: How are retailers using data, AI and automation to optimise customer service journeys in the omnichannel era?

Four steps to optimise customer experience measurement

Practical guide to voice in the modern contact centre

Evaluating security for cloud platforms

Increase your CX effectiveness with Conversational AI

FT Longitude white paper: The challenge of customer-centric banking

Experience as a Service: Key findings for… Housing Associations

How do consumers rate contact centre customer service?

Practical guide to mastering email in a modern contact centre

Pointillist CCO On-Demand Demo

ContactBabel: The Inner Circle Guide to Omnichannel Workforce Optimisation

Four contact centre optimisation use cases in banking

Four contact centre optimisation use cases in telecom

How AI delivers human-centred experiences

Deliver on the promise of digital government

MIT report: Customer experience and the future of work

Optimise experience measurement in financial services

Optimise customer experience measurement in health insurance

Look for a partner when choosing a vendor

Plan your cloud migration roadmap

7 customer journeys every business should measure and optimise

Sending airline industry customer experience soaring

Revolutionise your contact centre with a cloud migration

CCW Special Report: How to Improve Digital CX

Optimise customer experience measurement

Improve CX and contact centre performance in financial services

Improve CX and contact centre performance in telecom

Elevate CX with journey management

Five steps to get started with journey orchestration

Retailers Share: How to build better customer relationships

The Forrester Wave: Customer Journey Orchestration

Get to know Genesys Cloud

Answering the Call of Today’s Consumers: How Retailers can Deliver Superior Customer Experience

Improve CX and contact centre performance with customer journeys

Getting back to basics in the pursuit of seamless experiences

The Genesys Cloud Platform

Building a better business case for CX transformation

Eight ways you can optimise your contact centre

White paper: The Business Case for Empathy

HBR white paper: Beyond NPS — CX measurement reimagined

The ultimate guide to contact centre optimisation

Six phases of digital engagement for public sector organisations

The five phases of digital engagement for insurance

State of customer experience in financial services

State of customer experience in retail

The five phases to accelerate digital engagement in banking

The five phases of digital engagement for retailers

Digital engagement best practices

Omdia Analyst Research Report

Five Ways to Improve Outbound Engagement and Customer Experience–Mobile

The State of CX report

Use data to drive empathetic service in government

Partners in prevention: The insurer-policyholder relationship is evolving

Use data to blend online and in-store shopping journeys

Mining the micro- and macro-level data in banking

Practical IT guide to creating data-driven experiences

Business user’s practical guide to data-driven CX

Economist Impact white paper: AI Comes of Age

The state of customer experience: Three CX insights for financial services

The state of customer experience: Three CX trends for healthcare

Create data-driven experiences

The state of customer experience: Three insights for retail

Achieve better business results with AI-powered self-service

Genesys Workforce Planning

How organisations are improving empathy in customer service


Why employee experience is the key to delivering customer empathy

Government agencies move to outcome-based self-service

A practical guide to modern workforce engagement

A practical guide to modern workforce planning

Government agencies get creative with workforce engagement

Drive quality management with contact centre workforce engagement

Engage employees with empathy

Genesys Pulse

Mitigate 5 risks of outdated contact centre technology

2021 Digital customer engagement buyer’s guide

Retail: Four tips to retain agents with workforce engagement

Banking and workforce engagement: Preparing for the future

Experience as a Service: Key findings for… Local Government

Experience as a Service: Key findings for… Healthcare

Experience as a Service: Key findings for… Further and Higher Education

Experience as a Service: Key findings for… Central Government

Genesys Contact outbound engagement on Microsoft Azure

ContactBabel Report: The Inner Circle Guide to Omnichannel

Experience as a Service: Insights for the Public Sector

Strategic Roadmap for Customer Service and Support

The Connected Customer Experience: CX defines brand success for consumers today

Connecting the Dots Between Customer Satisfaction and Employee Performance

Ovum Report: Take a modern approach to customer experience

Four Strategies to Transform Retail Customer Service

Genesys Cloud: The secure, all-in-one contact centre solution for utilities

The State of: UK Utilities Contact Centres

Where Next for Utilities: 5 CX Trends for 2021

Eight Considerations for Exceptional Customer Engagement in Utilities

Nine technology trends affecting mid-sized contact centres

Moving Forward Together

The Five Phases of Digital Engagement

Banking and bots

Insurance relationships: Rethink and revitalise

Genesys & AWS in Retail

Genesys & AWS in Public Sector

Get the power of conversational AI from Genesys Cloud and AWS

Genesys and Adobe personalise experiences across departments

Genesys on Microsoft Azure: Built for your enterprise

A practical guide to mastering bots

Be the change management hero your business needs

Let’s Get Personal: How businesses can use personalised customer service to reboot and rebuild

Practical guide to Web messaging

The Future of Customer Experience in Financial Services

Genesys Cloud: The secure, all-in-one contact centre solution for retailers

The State of: UK Retail Contact Centres

Big ideas for Retail: 9 key CX trends – an industry snapshot

Eight Considerations for Exceptional Customer Engagement in Retail

Planning and managing your omnichannel workforce

Five Steps to Master Digital Customer Engagement

Your people. Our technology. Amazing results.

Connect without compromise

Making Data AI-Ready

Enhancing the Student Experience in the New Normal

The Future of Customer Experience in Retail

Market Trends: Contact Centre Innovations Promise Better Customer Experience


Empowering Agents with Workload Management (iWD)

12 reasons to upgrade your CX software

Cloud technology to support any new normal

How to avoid common call centre compliance missteps

Genesys Cloud: The secure, all-in-one contact centre solution for insurers

The State of: UK Insurance Contact Centres

Eight Considerations for Exceptional Customer Engagement

BFSI in the age of the connected customer – an industry snapshot

Predicts 2021: CRM Customer Service and Support

Give Your Students Super Human Service

Customer Experience Leadership During COVID-19

7 ways to deliver leading digital customer service

Improve customer strategy with predictive routing

Planning, managing and empowering your digital workforce

Journey mapping — chart the moments that matter most | Genesys

A practical guide to contact centre change management

Genesys Cloud integration with Microsoft Teams

Three ways bots improve customer experience

Using bots to increase customer satisfaction

Genesys Cloud: The secure, all-in-one contact centre solution

6 reasons why Genesys Cloud is the platform for you

Your ultimate chat solution checklist

Predictive routing in action

Connecting third-party systems to customer experience

Three Employee Experience benefits of AI technology

Ten ways AI improves customer experience

How important is empathy in customer service?

Interaction Speech Recognition

Empathy in Customer Service: A Consumer Survey and Practical Guide

Take a new perspective on employee experience

Transformation of Customer Experience with Cloud-Based Customer Engagement Applications

Customer Relationship Barometer

Journey mapping and the role of predictive engagement

Genesys Digital

Succeed with a single source for contact centre infrastructure and workforce engagement management

Genesys named a leader in the Summer 2020 G2 Grid® Report for Contact Center Operations

Genesys named a leader in the Spring 2020 G2 Grid® report for contact center operations

The great customer experience opportunity: Reflections from the Customer Experience Management, Telecoms Global Summit 2020

Re-energising the customer conversation: Reflections on Utility Week Customer Summit 2020

Ten to-do items for CDAOs

Omdia names Genesys a leader in the cloud contact centre market for 2020-2021

Contact centre AI success kit

Choose a partner, not just a vendor

Improve your CX with 7 AI-powered capabilities

A proven approach for your on-premises call centre migration

UK Universities: Competing in Clearance

How to set up a contact centre from scratch – in less than 3 days

UK Contact Centres: Winning in the New Normal

Genesys and Google Cloud: Bringing contact centre AI to life

The global AI agenda – Promise, reality and the role of AI and data sharing

The AI-powered contact centre

Interaction Edge

How to keep an eye on shopping cart abandonment

The Inner Circle Guide to Contact Centre Remote Working Solutions

Four Reasons to Consider Genesys Interaction Recording

Three ways to use AI for better customer journeys

Four ways voicebots elevate call centre customer service

Five things to consider for developing voicebots and chatbots — fast and effectively

How the Intelligent Automation and the Genesys Voice Platform Work Together

Genesys helps organisations during the COVID-19 pandemic

Use Tech-Driven Innovation for Big Gains in Government CX

Exploring Experience as a Service with Genesys

How to deliver customer experience in the 2020s

Delivering on the promise of world-class omnichannel customer experiences

IDC Unlocking the Transformative Power of AI for Contact Centres with Google Cloud and Genesys

Turn your omnichannel vision into customer experience success

Virtual Hold for Genesys

Genesys Self-Service Solutions

Genesys Survey Solution

Genesys Voice Platform

Revision of: Genesys Enterprise IVR

Genesys Multimedia Communication Manager

Genesys Callback

Eight ways to stop irritating your customers

Customer Experience: The Perfect Blend

Contact Centre Economics and the Cloud: Move to the Cloud with Confidence

Artificial intelligence: Friend or foe of customer service?

Transform Planning and Analysis in Contact Centres

Pindrop Fraud Detection for Genesys

Gplus Adapter Salesforce

Gplus Adapter for SAP CRM

Genesys Customer Interaction Management Platform

Genesys SoftAgent for Cisco

Genesys ConnectInteraction Recorder

User Data Management Console for the Genesys Cloud platform

Data Tables for the Genesys Cloud platform

Genesys Connect Unified Communications

AudioCodes Management and Monitoring Applications for Genesys

Multimedia Connector for Skype for Business

Technical Account Manager

Improve CX and Efficiency With An Enhanced Salesforce Implementation

Genesys Reference Architecture Blueprints

Genesys Gplus Adapter for Siebel CRM

Genesys Fraud Management

Genesys Cloud Dialer

Genesys Care Remote Alarm Monitoring

Workspace Plug-in for

Genesys Knowledge Centre

Genesys Interactive Insights

IVR Driver

Genesys SIP Voicemail

Genesys Customer Opt-In

Genesys Customer Experience Analytics

Shining a Light on a Connected Future: Utilities insights and inspiration from Connected Customer 2019

Travelling Towards a Connected Future: Travel and hospitality insights and inspiration from Connected Customer 2019

Connecting to Better Customer Experiences: Telecommunications insights and inspiration from Connected Customer 2019

AI-powered automation: Essential tips for using voicebots and chatbots

Spend Money. Make Money. Four businesses that found customer experience success.

Twelve signs you’re ready to upgrade to a cloud contact centre

How to turn your contact centre agents into CX heroes

Forrester Study Reveals Benefits of Artificial Intelligence with the Human Touch

Customer service best practices

CX Hero – MyBudget underscores personal touches in financial planning

CX Hero – Bradesco Next empowers agents for great customer service

Interaction Analytics Capabilities

Move your contact centre to the cloud with confidence

The essential checklist for Genesys on-premises customers moving to the cloud

The Five Biggest Trends in Customer Experience

Genesys Inbound Voice

2019 Genesys Contact Centre Blended AI Report: South East Africa

The Fight For The Cloud

CCaaS Smart Guide: Transform Your Customer Experience

Genesys Text Messaging

Genesys Chat

Genesys Social Engagement

Genesys Email

Five Key CX Technology Trends That Your Midsize Centre Can Capitalise On

Banking on a Connected Future: FSI insights and inspiration from Connected Customer 2019

Nemertes Business Value Analysis

Introducing Genesys Cloud

The essential migration checklist for identifying the right customer experience solution

Seven best practices for building customer loyalty

Genesys enables innovation at the speed of business

Not all cloud contact centre vendors can deliver true omnichannel service

Midsized call centres take a digital-first approach: Spotlight on Europe

Migration planning kit: Take the first step in a successful contact centre migration

Building a competitive advantage through customer experience

Five Ways True Omnichannel Routing Can Improve Your Customer Experience

Four Principles of CX Transformation

Future-proof your customer experience and mitigate the risks of outdated contact centre technology

Improve customer satisfaction, sales and workforce engagement with Genesys Blended AI

Top 10 ways to take advantage of AI and deliver great customer experiences

How AI can improve contact centre and agent performance

Solve your call centre’s seasonal capacity problem

Drive more sales through your website

Architecture spotlight: Three considerations when choosing cloud for your contact centre

Big ideas for retail: 10 key CX trends

Business Reporter – The Expert View: Choosing the Best Path for Transforming Your Contact Centre

Genesys prescriptive migration: The art of simplified migration with proven ROI

Quenching their customers’ thirst for better support: The Coca-Cola Business Services story

Considerations for consolidating call centre technology

Millennials in your workforce

Three Customer Service Megatrends in 2019: As AI Eats Jobs, Agents Are More Valued

Asia Pacific SMB Customer Service Trends

Trust and Transparency: A True Path to Cloud Reliability

Genesys Cloud Services: Ensuring your satisfaction and success

Genesys Cloud for Salesforce

Predictive Engagement White Paper: Analysing and Shaping Customer Journeys

Six steps to take right now if you’re thinking about upgrading your retail contact centre

Up close and personalised—three ways your contact centre can keep customers sticky

10 ways to improve your retail contact centre

Five ways technology is shaping the future of the retail contact centre

Five reasons tomorrow’s customer won’t be shopping with today’s retailer

Personalised IVR for Improved Customer Experience

Turn your retail contact centre into a revenue generator: Five trends you need to know

3 reasons you need to build an ecosystem for customer service, not a fragile “frankenstack”

Artificial Intelligence with the Human Touch

MIT Global Research: Humans + Bots: Tension and Opportunity

Three strategies to improve the end-to-end customer experience

Beyond Millennials: How Banks Can Prepare For The New Consumer

Why Employee Engagement Is Key To Winning Superior Customer Experience

How Financial Institutions Are Using Artificial Intelligence to Change The Face Of Customer Experience

Genesys named a leader in the Forrester Wave™ cloud contact centres

Forrester study shows importance of customer experience technology investment to drive business success.

Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry

Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries

Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries

The Genesys Cloud Ripple Effect-ROI You Can See

10 Hot-Button CX Topics for Financial Services Businesses