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Top CX trends in 2023 and beyond This year will be pivotal for customer experience (CX). With customer and employee expectations rising faster than the current rate of innovation, Genesys partnered with thought leaders across the industry to identify six leading trends for building long-term relevance and resiliency in 2023 and beyond. Watch the 30-minute webinar or explore the trends below. [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fwebinars%2Fforecasting-the-future-of-cx-six-trends-for-2023|title:Watch%20the%20webinar|target:_blank"] Elevate your CX in 2023 [component_card media_size="youtube" background_color="bgc-lgray" youtube="https://www.youtube.com/embed/IRmCb8FxqRM" ytcta="Discover more"]1. Organisations will accelerate digital transformation across the customer journey Many organisations today struggle with disjointed multichannel strategies. Adding new channels without a cohesive, connected strategy results in a big divide — in who owns the channel, the technology and, ultimately, the KPIs. Across these fragmented experiences, trust and loyalty are lost. In 2023, Lori Bocklund advises CX leaders to align their channels and technology around a connected, consistent experience that includes digital and voice. This involves building a detailed strategic plan collaboratively with key cross-functional stakeholders. The plan should include short-term activities, as well as how the strategy will unfold over the long term. Lori Bocklund, Founder and President, Strategic Contact [/component_card][component_card media_size="nomedia" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fthe-connected-customer-experience|title:Discover%20more"]2. Organisations will increasingly close the personalisation gap In a world where customers expect to be heard and understood, fundamental gaps around listening, empathy and personalisation represent a real risk to competitive differentiation. Silos — whether around strategy, technology or data — are the enemy of empathetic, personalised experiences. To close these gaps, Natalie Petouhoff, co-author of the award-winning business book Empathy in ActionTM, argues that experience orchestration is the winning methodology. Experience orchestration means using CX employees and technology to listen to customers’ implicit and explicit input; understand and predict; trigger actions; and drive continuous learning. Natalie Petouhoff, Ph.D., Senior Strategic Business Consultant Director, Genesys [/component_card][component_card media_size="nomedia" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fmit-report-customer-experience-and-the-future-of-work|title:Discover%20more"]3. Organisations will prioritise the employee experience as a driver of long-term business resiliency Research by MIT Technology Review found that recruiting CX employees is the number one customer experience workforce challenge for organisations worldwide. The survey also found that low morale and high hiring costs make it more important than ever to improve the value proposition of a CX career. In 2023, organisations will transform well-being to have a profound effect on agent engagement, the customer experience and business outcomes, notes Dr. Phoebe Asquith. They’ll take preventative measures such as prioritising empathy and will leverage data related to well-being to drive results. Dr. Phoebe Asquith, Lead Psychologist and Well-being Consultant, Sabio Group [/component_card][component_card content_alignment="text-center" media_size="nomedia" background_color="bgc-light-blue" card_header="enabled" card_header_type="image" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fcontact-center-buyers-guide|title:Get%20the%20guide" header_media_file="463609"] Contact centre buyer’s guide [/component_card][component_card media_size="youtube" background_color="bgc-lgray" youtube="https://www.youtube.com/embed/3-He5jvWUzc" ytcta="Discover more"]4. AI will supercharge the employee (and thus the customer) experience Artificial Intelligence (AI) is already helping companies orchestrate better customer experiences. But exploring its application across the employee experience allows organisations to empower their people and delight their customers. AI as a way to learn, harness and continually improve each employee’s superpowers will gain traction in 2023, details David Wasserman. AI will increasingly support agents through complex interactions and play a leading role in quality management. Organisations will increasingly use the technology to understand interaction patterns at scale and identify each CX employee’s personalised training needs. David Wasserman, Senior Director of Product Marketing, Genesys [/component_card][component_card media_size="youtube" background_color="bgc-lgray" youtube="https://www.youtube.com/embed/jMm8qFCjO9c" ytcta="Discover more"]5. Organizations will rethink their tech stack for simplicity, efficiency and agility Keeping up with consumer demand for a relentless pace of digital innovation, agility and personalisation has organisations rethinking their CX technology for 2023 and beyond. Success requires what Rebecca Wetteman calls the three Cs of CX technology: cloud, composable architecture and a common platform with open APIs. These will enable organisations to take advantage of a vast ecosystem; reduce initial and ongoing costs; innovate faster; increase CX differentiation and reduce risk. Rebecca Wetteman, CEO and Principal Analyst, Valoir [/component_card][component_card content_alignment="text-center" media_size="nomedia" background_color="bgc-teal" card_header="enabled" card_header_type="image" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ffive-trendsetters-in-cx-innovation|title:See%20how" header_media_file="463613"] Five companies leading the way in CX innovation [/component_card][component_card media_size="youtube" background_color="bgc-lgray" youtube="https://www.youtube.com/embed/h58uaX8Q5mU" ytcta="Discover more"]6. Advanced measurement and analytics will drive real-time decision-making and orchestration For too long, CX measurement has depended on periodic KPI tracking and after-the-fact customer surveys. Single channel feedback can overlook real issues and lead companies to optimise the wrong thing. In 2023, there will be a shift toward measuring performance across the full breadth of the customer journey. Steve Offsey describes how journey measurement allows organisations to eliminate poor CX interactions, such as repeating steps or unnecessarily switching channels. The future, he argues, is optimising and orchestrating the journey for improved customer and business outcomes. Steve Offsey, Vice President of Marketing, Genesys [/component_card] Explore the trends today [component_card media_size="thumbnail" background_color="bgc-white" media="463599" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fwebinars%2Fforecasting-the-future-of-cx-six-trends-for-2023|title:Watch%20the%20webinar|target:_blank"] Forecasting the future of CX: Six trends for 2023 [/component_card][component_card media_size="thumbnail" background_color="bgc-white" media="416567" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fthe-top-cx-trends-for-2022-and-beyond|title:View%20past%20trends|target:_blank"] Top CX trends in 2022 and beyond [/component_card]

Gartner research report Critical capabilities for Contact Centre as a Service Genesys received the highest Use Case scores for High-Volume Customer Call Centre, Customer Engagement Centre, Global Contact Centre[mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="Asset" cid_id="7011T000001Yp1bQAC" url="https://www.gartner.com/doc/reprints?id=1-2AWZUJ22&ct=220824&st=sb"]Be confident your customer experience (CX) solution provider delivers the key capabilities your business needs to scale to meet volume increases, provide more robust customer service engagements and support your call centre — no matter where it’s located. The Magic Quadrant report will help application leaders responsible for customer service find the right provider for their geographic and functional needs and the Critical Capabilities report will help leaders shortlist providers for further evaluation. Genesys is proud to be ranked #1 in 3 out of 5 Critical Capabilities Use Cases, delivering the all-in-one solution that can enable organisations worldwide to transform siloed interactions into connected customer engagements. Get the full Gartner report and see why Genesys is ranked #1 in 3 out of 5 Critical Capabilities Use Cases. You’ll also see: How Gartner evaluates the nine CCaaS providers How Gartner evaluates each provider’s ability to deliver five Use Cases Key recommendations to guide your decision-making process   Gartner, Critical Capabilities for Contact Center as a Service, Steve Blood, Pri Rathnayake, Pankil Sheth, Drew Kraus, 23, August, 2022. Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, Pankil Sheth, 22 August 2022 Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER and Magic Quadrant are registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. This Magic Quadrant was earlier named as Magic Quadrant for Contact Center as a Service, North America and Magic Quadrant for Contact Center as a Service, Western Europe till 2019 Genesys was referred to Interactive Intelligence in the 2015 & 2016 Magic Quadrant report.

It's demo time! [mktoform cta_header="Watch" cta_button="Watch now" form_p_target="custom" ar_status="Hot Lead" cid_id="7011T000001YmBvQAK" url="https://www.genesys.com/en-gb/resources/introduction-to-genesys-cloud-cx"]The Genesys Cloud CX™ platform is a seamless, all-in-one contact centre solution that allows you to power deeply connected experiences, but don't just take our word for it. Discover all that you can do with Genesys Cloud CX in this 20-minute interactive demo. Watch to see how you can: Orchestrate self- and agent-assisted omnichannel engagements Automate successful outcomes with turnkey AI Put employees first with native workforce engagement management Boost productivity and efficiency with AI-powered management tools Gain visibility into customer and employee journeys with analytics Easily integrate with existing systems and data

[component_cta_block content_alignment="text-right" media="455494" cta="url:https%3A%2F%2Fresources.genesys.com%2Ftco-toolkit%2Fgenesys-cloud-cx-composable|title:See%20the%20Report|target:_blank|"] THE GENESYS CLOUD CX PLATFORM A composable customer experience (CX) platform that helps companies differentiate faster, adapt easier and architect better. See how Genesys Cloud CX delivers these benefits and, ultimately, meets a new level of adaptability for empathetic customer and employee experiences.[/component_cta_block]

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uZXIlN0IlMEFtYXJnaW4tbGVmdCUzQTAlMjFpbXBvcnRhbnQlM0IlMEElN0QlMEEuc3RhY2stdHdvJTdCJTBBcGFkZGluZy1yaWdodCUzQSUyMDMwcHglM0IlMEElN0QlMEEuc3RhY2stdHdvJTIwLmNvbC1sZy00JTVDJTJGNSUyMCU3QiUwQSUyMCUyMCUyMCUyMG1hcmdpbi1sZWZ0JTNBJTIwMCUzQiUwQSU3RCUwQSU3RA=="] Trend 2 Companies will rethink CX metrics to align with the true drivers of customer value Traditional CX metrics prioritise operational efficiency and provide limited insight into the overall quality of a customer experience. Today’s shift to digital provides an opportunity to rethink metrics and measurement approaches to capture the true drivers of customer value.91%of CX leaders say being able to better measure CX would make it easier for their organisation to achieve its growth objectives28%of CX leaders say their organisation understands satisfaction levels at each stage of the customer journey[videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/dVCGh_3zUNg" gb_img="421572"] Bruce temkin Head of Qualtrics XM InstituteBusinesses must adapt to a new environment. Customer and employee needs are changing — and they’ll continue to change. The COVID-19 pandemic is the instigator; it overturned the status quo and caused people to rethink what’s important to them. In this environment, CX leaders are rethinking measurement strategies to identify, amplify and win on the experience aspects customers and employees really care about. These leaders are focusing less on efficiency measures and more on experience metrics: understanding people’s values, preferences, expertise, expectations, perceptions and attitudes — the leading indicators of their behaviors. From lagging to leading indicators CX leaders who focus on experience metrics can reposition their value to an organisation in a profound way. Historically, they’ve helped find broken experiences and fix them. Today, forward-thinking CX leaders are saying, “We can help the organisation stay attuned and adapt in this changing environment.” Current CX measurements assume stability and a framework of behaviors. But we need to suppose some degree of instability. Customer expectations are changing, so how do we identify where their needs aren’t being met and find ways to meet them? Most metrics track what’s trending; we have to use technology to shift toward sensing underlying frustrations — whether from customers or employees. This shift to sensing requires three adjustments: Focusing resources on more frequent listening (e.g., using data and artificial intelligence to understand sentiment on an ongoing basis) Rethinking customer and employee segmentation models. Segments change and we need an ongoing understanding of them to provide the organisation with continuous, actionable information Understanding experiences from end to end to identify the true drivers of customer value — these might not be the moments you expect to matter the most Most metrics track what’s trending; we have to use technology to shift toward sensing underlying frustrations — whether from customers or employees. What’s at stake? Many customers are going to stop doing business with companies that don’t meet their needs and start doing more business with those that do. Listen up or lose out The same renewed focus on experience is needed to rethink your relationships with employees. An estimated 72 million US employees will look for a new job over the coming year. People have called it “The Great Resignation.” But on the flip side is what I’ve called “The Great Onboarding”; they’re leaving one company, but they’re joining another. If customers and employees are saying, “You need to listen to us or we’re going to leave,” business leaders must start genuinely caring about their thoughts and feelings. It’s time to focus on experiences that will develop lasting loyalty and the metrics that underly them. And it’s an ideal time for CX leaders to assert what they bring to an organisation — and the fundamental importance of experience not only surviving, but also thriving in times of change. Learn more about customers’ changing expectations [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fthe-connected-customer-experience|title:Get%20the%20report|rel:nofollow"]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Trend 3 Personalisation extends beyond sales and marketing to span the end-to-end customer journey Personalisation is more than adding a customer’s name to an email. Consumers expect relevant, empathetic experiences across the entire customer journey. Companies will make customers feel known, heard and understood in every marketing, sales and service interaction.[component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|target:_blank"]80%of consumers will recommend and buy more, more often from brands that consistently personalise their interactions[/component_card][component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|target:_blank"]44%of CX leaders say their company currently delivers a highly personalised customer experience[/component_card][videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/w3D1FgsMy8Y" gb_img="421574"] Don Peppers Founding Partner, CX Speakers, best-selling author, The One-to-One FutureFor too long, businesses have been stuck at the surface level of personalisation — adding a customer’s name in email marketing or reminding them of a product they’ve viewed. That approach, where personalisation is geared toward selling more, misses out on opportunities to build meaningful connections by engaging each customer with a unique journey from end to end. This includes all customer touchpoints, not just the top of the sales funnel. Research shows consumers are more likely to buy more, more often, from companies that consistently personalise their experiences. Defining a personalised experience Personalisation means treating each person as an individual. It means knowing who they are, when possible, every time they interact with your company — in online or offline channels. It’s meeting them wherever they are on their journeys. It means understanding why they’re interacting with your business and predicting the next-best action for serving their needs in real time. It’s answering their questions and knowing what they need or want — even before they ask. If this is the goal, companies still have a long way to go. Organisational silos, a lack of consolidated data and analytics, a culture oriented around product value and the absence of orchestration between technologies all create clunky experiences where customers feel as if they’re not being listened to. There’s a major transformation underway. And digitalisation and AI can help. They’re bringing faster and deeper customer insights, supporting the shift from reactive customer service to proactive customer engagement, and intelligently orchestrating individual components of customer interactions to create those end-to-end experiences. Technologies such as AI can improve the top and bottom lines at the same time. For example, machine learning algorithms can predict a unique customer’s future behavior, such as their likely pattern of spending after a complaint was satisfactorily resolved. The precision that AI technologies provide in understanding and engaging with customers also drives down the cost to serve. Customers teach you how to serve them the way they want to be served. This is knowledge that only you have. Your competitors aren’t privy to this insight. Competitive dynamite Personalisation offers a powerful competitive advantage if you use it to create what Martha Rogers and I call a “learning relationship.” Each time a customer interacts with you, you learn from the interaction and apply that learning to future interactions. Customers teach you how to serve them the way they want to be served. This is knowledge that only you have. Your competitors aren’t privy to this insight. If you use that information to improve the experience across all your customer journeys, it builds nearly unbreakable loyalty while improving efficiency and eliminating friction in all your interactions, reducing the cost to serve. Few customers are going to want to leave such an ultra-personalised experience and start over with a competitor. In our customer relationship model — identify, differentiate, interact, customise — “customise” is the payoff step. It’s a level of personalisation that provides a nearly impregnable competitive advantage, one customer at a time. Learn more about the technology that powers personalised experiences [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fcontact-center-buyers-guide|title:Get%20the%20report|rel:nofollow"]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Trend 4 AI will better orchestrate customer journeys, leading a culture shift toward empathy Businesses will use advanced, AI-driven systems of listening, understanding, predicting, acting and learning to orchestrate customer journeys across marketing, sales and service to deliver cohesive, empathetic experiences at scale.[component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|target:_blank"]Using data and AI for customer understanding and personalisation is the #1 strategic priority for CX leaders worldwide[/component_card][component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fthe-connected-customer-experience|target:_blank"]87%of CX frontrunners say AI enables more empathic customer journeys[/component_card][videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/_c2kAISXQgE" gb_img="421571"] Brett Weigl Senior VP of Product Management for Digital and AI, GenesysCompanies have more customer data than ever before. And they want to make the buying process as easy as possible. So, why doesn’t service work that way? Instead, consumers often take on the responsibility to solve problems themselves, including finding the right resource, and escalating if their issue wasn’t solved correctly the first time. They’re the link between channels to get a resolution. Today, CX frontrunners use AI to orchestrate better customer experiences. Nearly 90% of these firms say AI allows them to develop more empathetic customer journeys. Instead of automating more service interactions, companies use AI to enhance the human aspects of an experience — sensing, intuition, closure — across self-service and agent-assisted interactions. Using AI for customer understanding and personalisation is the top priority for CX leaders worldwide. Driving empathy throughout the customer journey — putting yourself in your customers’ shoes to anticipate their needs — isn’t possible without the data-driven listening and prediction capabilities of AI. When you rely on historical data and use outdated segmentation models, and your staff is unaware of who’s calling or why, you’re operating in a bygone era. Your customers (and employees) are up for grabs. Driving empathy throughout the customer journey — putting yourself in your customers’ shoes to anticipate their needs — isn’t possible without the data-driven listening and prediction capabilities of AI. AI breaks down organisational barriers to empathy AI technology helps eliminate customer frustration. It can correctly identify where a customer is in their journey, what they’ve tried to do and how they might feel. It delivers continuous feedback — essential with automation like chatbots — not only to ensure customer needs are met but also improve future service. Businesses are using AI In the contact centre to predict what the customer wants to achieve and then route them to the agent who can best assist them. When these actions happen in real time and at scale, companies are orchestrating customer journeys with empathy. The first step in achieving this is to understand what outcomes you want. Is it a superior customer experience? Is it differentiation? Then, build a model to understand how you’re going to measure success before you start applying solutions just because everyone else is doing so. AI is your eyes, ears… and heart AI humanises customer journeys and employee experiences and that builds affinity. The reward for removing frustration points for customers; showing them they’re listened to and understood; and serving them quickly, proficiently, and proactively is loyalty and trust. Research shows that consumers feel more connected to an organisation that remembers them. AI can also transform the employee experience. CX staff performance is often measured on speed and effectiveness. They’re rarely recognised for taking time to deeply understand and resolve complex customer queries. AI can support them in the moment with next-best actions and real-time coaching. By meeting customer expectations more easily, employee experience also improves dramatically. Metrics improve and agents interact with customers who aren’t already frustrated. Companies aiming to build customer and employee journeys that deliver loyalty and trust will make AI an integral part of their CX strategy. Learn more about AI in the customer experience [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fenriching-human-connections-with-ai|title:Get%20the%20report|rel:nofollow"]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Trend 5 There will be a clear social contract: Fair exchange of data for an exceptional experience Many consumers are still ambivalent about sharing their personal data in exchange for more convenient and personalised experiences. Companies need to earn trust by giving consumers greater control over their data and demonstrating the value of data-driven experiences.[component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|target:_blank"]Data privacy and protectionis the #1 social, ethical or environmental concern globally for consumers and businesses[/component_card][component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fthe-connected-customer-experience|target:_blank"]Two out of threeconsumers say they received better service from companies that collect their data[/component_card] Shantanu Misra Head of Product for Dialogflow, Interim Head of Conversational AI, GoogleWhen a business provides its customers with truly personalised experiences, it fosters powerful loyalty and advocacy that differentiates its brand. But that personalisation must be developed over time. You need to earn the right to ask customers for their data by clearly demonstrating how it adds value in their journey — and clearly communicating how their data is protected. If we consider how the internet has developed, application and data layers were previously separate. A media player, for example, was just that. Today’s media players, such as Spotify and YouTube, know all about you and, as a result, can personalise your experience. We’re now seeing a shift toward “Web 3.0,” which aims to combine the best of both worlds — customers maintaining control of data while engaging with highly personalised products. This shift will impact contact centres, as well. Historically, customer engagement teams haven’t taken advantage of all the data they can access. But now, with cloud software, data and AI, they can create their own version of Web 3.0 — being intentional with customer data to deliver more precise experiences. A new mantra for data: Do more with less The early rush toward customisation followed the premise of: “Let’s do whatever we can to give a highly personalised experience.” And that led to a huge pushback — even though consumers love that tailored experience, they’re concerned about the potential misuse of their data. This is a particularly sensitive issue given the types of information found in the contact centre: credit card data, transaction details, even health records. There’s enough awareness now about users having rights over their data. CX leaders shouldn’t assume they can indiscriminately put user information into an engine and try to personalise from that. The mantra businesses must adopt is: “How do we achieve this outcome using as little data as possible?” In other words, they need to do more with less. And this requires identifying the experience they want to provide and working backward from that. The mantra businesses must adopt is: “How do we achieve this outcome using as little data as possible?” In other words, they need to do more with less. Data is borrowed. Trust is earned. A great deal of contextual and event data in the contact centre remains unused. For example, if customers are calling after Black Friday, they should have a completely different experience than if they call in February. This means companies can often personalise an interaction without even using a customer’s personal data. Once you start taking steps toward personalisation, customers begin to trust you with their information. That virtuous cycle allows you to provide even better experiences and develop a meaningful connection between your business and your customers. Being able to chart your customers’ course across physical and digital channels — and sharing that context with a contact centre employee — provides opportunities for extremely powerful experiences. It can virtually eliminate the need for customers to repeat themselves. Over time, these shifts will change CX entirely. Learn more about the tools powering data-driven experiences [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fcontact-center-buyers-guide|title:Get%20the%20report|rel:nofollow"]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

CONTACTBABEL RESEARCH REPORT The Inner Circle Guide to AI-Enabled Self-Service The digital revolution in customer contact is not just about the advent of social media, the mobile customer or the rise in AI. While the traditional benefit of cost reduction is still very much part of the self-service tool box, there is now a growing emphasis placed upon gathering information about these interactions to feed into voice of the customer programmes, improving the customer experience and optimising the knowledge base. Download the ContactBabel report and learn about: The main drivers for self-service and how self-service is seen as win-win for both the organisation and the customer. Current and future use of Self-Service: which self-service solutions are appropriate. PCI Compliance & Card Fraud Reduction. The practicalities of implementing self-service solutions. Download the research report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001Ylj2QAC" url="https://www.genesys.com/media/The-Inner-Circle-Guide-to-Self-Service-UK-GENESYS.pdf"]

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Trend 6 Businesses will engage CX employees based on empathy and values To attract and retain CX talent, businesses will further prioritise the employee experience. In 2022 and beyond, they’ll pivot towards building a culture of empathy and empowerment and use values as a compass for guiding decision-making in the employee lifecycle.[component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|target:_blank"]The #1 challenge for CX leaders globally is maintaining staff engagement and service quality[/component_card][component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fvalues-agent-performance|target:_blank"]Two-thirds of high-performing contact centre agents cite “personal responsibility” as one of their strongest values[/component_card][videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/Y_qnopCsMeE" gb_img="421573"] David Allison Founder, The Valuegraphics ProjectWe’re driven to chase our values; that’s what it means to be human. You can talk to experts in any field of behavioral science and they’ll concur that what we value is who we are. CX leaders are waking up to the importance of values for attracting, retaining, engaging and motivating employees. If you understand what people care about most — what their values are — you have the secret recipe to form long-lasting, engaging bonds. COVID-19 taught us a lot about our values. We’ve been sitting at home for the past two years, thinking about our lives, what’s important to us and what we value most. Leaders who can connect with employees’ personal values will have a significant competitive advantage over those who can’t. Blind spots in values could be killing your culture Top performers are attracted to organisations that are aligned to their values. In today’s competitive market for talent, it surprises me that we don’t take the time to understand what those powerful values are. For example, a global survey of high-performing contact centre employees found that personal responsibility is their leading value. That means they’re self-motivated to achieve on a daily basis and appreciate autonomy and empowerment. Yet, the efficiency-driven operating environments of many contact centres might stifle the sense of personal responsibility that employees want in their work. High performers also are uniquely connected by how highly they value balance (e.g., work-life balance), loyalty (earned or habitual) and tolerance of differences. Understanding these broader values, as well as those specific to your own agents, enables you to apply values-thinking as a design principle for creating a winning culture. Simply put: You need to know what your employees value so you can build a culture that attracts, motivates and retains the best staff. In today’s competitive market for talent, it surprises me that we don’t take the time to understand what those powerful values are. Forget demographics — values unite us When you look at a group of employees based on traditional demographics, the best you can hope for, on average, is about 10% agreement for any kind of message, initiative or strategy. But if you use values — the basis of all our behaviors, decisions and emotions — it’s as much as eight times more effective. When you engage your staff based on what they care about, not what you care about, you’ll see significant improvements in productivity, motivation and retention. And those happy, productive employees will improve your customers’ experiences, too. They’ll infuse every customer interaction with patience and positivity. If we just change the way we look at the people in our industry, we can change the industry. Learn what high-performing agents value most [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fvalues-agent-performance|title:Get%20the%20toolkit|rel:nofollow"]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Trend 7 Contact centres will develop into CX talent hubs that spur growth To compete on the employee experience, businesses will recruit and develop CX staff with long-term career planning in mind. In doing so, they’ll attract sought-after skill sets and build talent that will fuel organisational growth.[component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Feconomist-impact-white-paper-ai-comes-of-age|target:_blank"]62%of CX frontrunners use AI to identify employee career growth opportunities[/component_card][component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fvalues-agent-performance|target:_blank"]Learning new skillsis what contact centre employees worldwide love most about their jobs[/component_card][videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/fyVgppZYBJo" gb_img="421576"] Mila D’Antonio Principal Analyst, Business Platforms and Applications, OmdiaA perfect storm is brewing at contact centres worldwide. With high interaction volumes and rising customer expectations, there’s huge pressure to deliver outstanding service. At the same time, the “Great Resignation” seen as a result of the COVID-19 pandemic and staff burnout have resulted in increased attrition and made it harder to recruit new talent. While companies are rapidly rolling out technology to close the gap and keep up, a more fundamental trend will occur: Contact centres will transform into CX talent hubs. These centres of excellence will develop to provide exciting career paths, attract top talent and spur organisational growth. From jobs to careers Businesses at the leading edge of customer experience understand the organisational value their staff delivers and appreciate how CX work is becoming more challenging and technical. They’re taking a long-term view of talent, focusing on learning and development as well as setting career paths to attract and retain high performers. In this new model, CX employees are increasingly tasked with using insights to solve problems. They develop deep knowledge of the customer and how organisational processes affect satisfaction. These highly qualified agents are involved in the design of technology solutions that support their workflows and deliver critical insights. This enables them to provide empathy in the moment and handle complex inquiries — without the need to escalate. Building a lifetime value centre Companies will build an empowered and empathetic workforce by equipping employees with the skills to deliver superior CX, atop a technology framework that removes tension from their daily responsibilities and provides them with relevant customer insights. And, in enabling staff to develop career-building skill sets, they’ll transform the contact centre into a lifetime value center — a place that increases the lifetime value of customers and employees alike. In this shift toward the new lifetime value centre, businesses will learn what agents value most. And they’ll align their rewards, compensation and daily responsibilities with those values. In addition, they’ll provide ongoing training, coaching and cross-functional projects that develop soft skills and technical expertise. Cementing the lifetime value centre approach will also involve using employees to develop and implement technology for improving the customer experience, as well as their own. AI will assist with real-time insights, predictions and intelligent call routing to the most appropriate staff member. Automation will reduce administration and manage routine tasks. in enabling staff to develop career-building skill sets, they’ll transform the contact centre into a lifetime value centre — a place that increases the lifetime value of customers and employees alike. As a result of these shifts, the lifetime value centre will: Grow in-demand skills, such as design thinking and journey mapping Support on-premises and remote agents while expanding the use of gig workers Create a continuous learning environment designed for career advancement Improve compensation, including performance-based bonuses These changes will ultimately affect more than the contact centre. In its evolution to a CX talent hub, the new contact centre — the lifetime value centre — will arm agents with real-time insights and collaborative platforms for activating broad changes across the enterprise. In becoming true advocates for the customer, CX staff will grow the top line, as well as pinpoint areas of ongoing frustration. As CX becomes an organisational strength, CX employees will gain recognition and advance their careers. And the most impactful transformation will happen in a cohesive enterprise where everyone works toward the same goal: elevating CX and impacting the bottom line. Learn more about workforce engagement [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fa-practical-guide-to-modern-workforce-engagement|title:Get%20the%20report|rel:nofollow"]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Trend 8 Composable platforms will drive CX differentiation at speed and scale To keep pace with today’s lightning speed of change and use CX for competitive differentiation, businesses will shift toward composable cloud platforms that enable real-time assembly and orchestration of individual customer and employee experience capabilities across four major building blocks: product, marketplace, ecosystem and development.[component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.gartner.com%2Fen%2Fdocuments%2F4006357%2Fthe-collective-governance-for-composable-erp-deployment|target:_blank|"]60%of organisations will seek composability in new application investments by 2023, Gartner® predicts*[/component_card][component_card media_size="nomedia" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|target:_blank"]59%of CX leaders say the leading benefits of cloud are better access to data across channels and adding new capabilities, features and channels faster[/component_card][videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/hPF_0V34iJA" gb_img="421577"] Olivier Jouve Executive VP and General Manager, Genesys CloudGone are the days when you could win in the market with a one-size-fits-all customer or employee experience. Consumers say a brand is only as good as its service; the war for employee talent is on. Winning on both fronts requires a secure, agile and real-time platform that can orchestrate individual components across the customer and employee journeys. And this all creates differentiated experiences at scale. The art of the possible Legacy all-in-one contact centre platforms prevent businesses from differentiating their customer experience. They’re not architected to leverage a CX ecosystem, access best-in-class industry solutions through a global marketplace or offer continuous development. IT teams are occupied with maintenance rather than business partnership and innovation. In the fast-approaching future, composability will be a key requirement for CX cloud platforms. Composable platforms enable the real-time assembly, combination and orchestration of capabilities across four major building blocks: development, ecosystem, marketplace and product. These secure and flexible platforms evolved from — and complement — the API-first, continuous deployment, global availability and built-in security characteristics of modern clouds. Speed, innovation and scale The speed of composable platforms is a game-changer; businesses can connect data that predicts a customer’s need and delivers the next-best action in the moment. These platforms can orchestrate customer and employee experiences in real time, routing calls to the agent predicted most likely to deliver a positive outcome. Openness is a key value driver for composable platforms. Businesses can access the best available industry-relevant solutions and capabilities without getting locked into applications that no longer serve their needs. And security, rather than being an additional technology layer, is built into composable platforms by design. Make your platform the reason employees stay Composable CX brings rich capabilities to the employee experience. It allows you to personalise the agent desktop, offer real-time coaching and communication, prompt next-best actions, and make work fun and sociable through gamification. When you provide positive experiences where employees are equipped to succeed, they’re much more likely to stay. Another big trend with composable CX is how relationships between business and IT teams change. Business and IT teams can come together as continuous co-creators of differentiated experiences. Freed from maintenance and routine development work, IT teams are empowered to focus more on strategy and craftsmanship. This opens many more exciting career paths for staff. Another big trend with composable CX is how relationships between business and IT teams change. Freed from maintenance and routine development work, IT teams are empowered to focus more on strategy and craftsmanship. The future is composable Consumers expect all companies to keep up with the CX market leaders. Once they’ve experienced flawlessly executed, personalised experiences, they hold all other organisations to that standard. Delivering at that level isn’t possible without a composable platform that’s designed for speed and scale. For many organisations it represents a major shift, but the risk of doing nothing is rapidly losing relevance in today’s consumer-powered world.*Gartner, The Collective Governance for Composable ERP Deployment, 30 September 2021, By Duy Nguyen, Tim Faith. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved Learn more about composable CX [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fthe-genesys-cloud-cx-platform|title:Get%20the%20white%20paper|rel:nofollow"]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Trend 1 The contact centre will evolve to a full engagement centre As the lines blur between customer service, marketing and sales, the contact centre is the hub for all customer interactions. From next-best-action prompts that mesh marketing and service to chatbot-based recommendations that blend service and sales, the contact centre is fast becoming a full customer engagement centre.[component_card media_size="nomedia" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|target:_blank"]Customer value, loyalty and growth were the most important metrics, said four out of five CX leaders[/component_card][component_card media_size="nomedia" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Feconomist-impact-white-paper-ai-comes-of-age|target:_blank"]58%of CX frontrunners use digital engagement and predictive analytics across the customer experience[/component_card][videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/ELmTNcoHjZc" gb_img="421575"] John gamberoni Managing Director and Global Contact Centre Lead, AccentureThe lines are blurring between sales, marketing and service in delivering end-to-end enterprise experiences with the customer at the centre. According to CXOs Accenture interviewed in July 2020, 77% agreed that investing in CX is a priority, up from 38% before the COVID-19 pandemic. And at the heart of CX — particularly as businesses have shifted to digital engagement models — is the contact centre. It’s become the middle of the universe for customer interactions. Cutting costs won’t keep you relevant Companies that embrace a “value creator” view of the contact centre substantially outperform those that continue to perceive it as a cost centre. Yet a recent Accenture survey of 2,000 CX leaders found that just 20% of respondents see the contact centre as a value centre and growth driver. Further analysis found that these organisations grew revenue three-and-a-half times more than the other 80% over a two-year period. Bringing the contact centre under the leadership of a CXO allows businesses to achieve this strategic shift. Having a Chief Customer Officer or Chief Experience Officer with a broad perspective lead cross-functional discussions is vital to breaking down siloed views of the customer. Companies that embrace a “value creator” view of the contact centre substantially outperform those that continue to perceive it as a cost centre. Connecting sales, marketing and service Technology is accelerating the need for companies to effectively deliver end-to-end experiences. Artificial intelligence (AI)-based conversational ads, for example, create connections across sales, marketing and service. A customer might come across an online ad for a product or service and start interacting with it to learn more information. At some point, the customer needs to speak with a real person and is then routed to the contact centre, where an agent closes the sale. Mapping out customer journeys allows an organisation to think end-to-end. Why are customers calling or starting a chat? Where are the interactions occurring and how can we optimise them? AI can provide answers. If you understand the complete journey, you can determine where to be proactive, what interactions to digitise and where human interactions are critical. And when you optimise the channel mix and interaction models, you can see the added value being delivered. Mutually beneficial for employees and customers Companies are experiencing massive attrition as employees continue to re-evaluate their values and goals during the pandemic. In organisations with a customer-centric culture that elevates the role of the contact centre, employees continually develop new skills and have a greater career trajectory. In one recent report, we found the companies in the top 25th percentile on employee experience had a customer satisfaction score 2X higher than others. In the future, the contact centre will be viewed as an engagement hub; it’ll be measured on how it delivers exceptional experiences to customers and employees — as well as its contribution to topline results. Learn more about the state of customer experience [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|title:Get%20the%20report|rel:nofollow"]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To accelerate this transformation, we’ve identified eight major trends in customer experience (CX) and employee experience that will drive businesses in 2022 and beyond. In this report, leaders from Genesys, our ecosystem partners and industry analysts share how these eight trends — spanning platforms, data, personalisation, metrics and talent — will reshape their strategic agendas and yours. We explore what these trends mean for your business, the benefits of getting ahead of them — and the risks of being left behind. Navigate the trends [component_card format="horizontal" media_size="thumbnail" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-1|title:By%20John%20Gamberoni%2C%20Accenture" media="416308"] 1. Contact centre to engagement centre [/component_card][component_card format="horizontal" media_size="thumbnail" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-2|title:By%20Bruce%20Temkin%2C%20Qualtrics%20XM%20Institute" media="416538"] 2. CX metrics aligned to value​ [/component_card][component_card format="horizontal" media_size="thumbnail" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-3|title:By%20Don%20Peppers%2C%20CX%20Speakers" media="416533"] 3. Personalised end-to-end journeys [/component_card][component_card format="horizontal" media_size="thumbnail" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-4|title:By%20Brett%20Weigl%2C%20Genesys" media="416539"] 4. AI builds customer empathy [/component_card][component_card format="horizontal" media_size="thumbnail" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-5|title:By%20Shantanu%20Misra%2C%20Google" media="416543"] 5. Fair exchange: Data for experience [/component_card][component_card format="horizontal" media_size="thumbnail" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-6|title:By%20David%20Allison%2C%20The%20Valuegraphics%20Project" media="416540"] 6. Human values drives workforce engagement [/component_card][component_card format="horizontal" media_size="thumbnail" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-7|title:By%20Mila%20D%E2%80%99Antonio%2C%20Omdia" media="416541"] 7. CX becomes a talent hub [/component_card][component_card format="horizontal" media_size="thumbnail" background_color="bgc-lgray" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-8|title:By%20Olivier%20Jouve%2C%20Genesys%20Cloud%20CX" media="416542"] 8. Composable tech delivers speed and scale [/component_card] This report explores how consumers and companies are interacting today It surfaces the good, the bad and the ugly about customer experience, and explores how CX leaders can win in the experience economy.[component_button primary_cta="url:%2Fresources%2Fstate-of-cx-report|title:Download%20the%20report%20now|rel:nofollow|"]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

CONTACTBABEL RESEARCH REPORT UK Contact Centre Vertical Markets: Outsourcing (2nd edition) The outsourcing and telemarketing vertical market consists of telemarketing companies and fullservice outsourcers, both inbound and outbound. It is one of the big success stories of recent years, and is still expected to add significantly to its agent position figures as its flexible nature means that it has a particular role in times of uncertainty, risk and cost-cutting. UK Contact Centre Verticals: Outsourcing report looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK contact centre outsourcing sector. See how your efforts stack up in the latest UK Contact Centre Vertical Markets: Outsourcing report.  Leveraging data from multiple large-scale surveys of outsourcing contact centres in the UK, this study takes an in-depth look at operations and trends. Download the ContactBabel report and learn: Trends in size, structure and growth of contact centres within this industry Outsourcing service contact centre metrics benchmarked against the larger contact centre industry Technology adoption trends within call centres in the outsourcing sector Download the research report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YjaPQAS" url="https://www.genesys.com/media/UK-CC-Verticals-Outsourcing-GENESYS.pdf"]

EXECUTIVE BRIEF Five ways to improve outbound engagement and customer experiences with mobile [cutoff co_thick="2px"]Modify your communication strategy to reflect transformations in customer behavior. By proactively engaging with customers over mobile channels, your business can improve your ability to reach customers and increase important metrics like contact and response rates, revenue, customer loyalty, and satisfaction. Download this Genesys executive brief to learn how to incorporate mobile strategies into your outbound communications in order to provide better customer experience.[mktoform form_type="hot" cta_header="GET THE EXECUTIVE BRIEF TODAY!" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000001fR33"]

Put your data to work Actionable insights employees need. Orchestrated experiences customers crave.[videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/wTsn8tWUOuM?rel=0" gb_img="409038"] Explore the power and possibility of AI Artificial intelligence (AI) for customer experience (CX) has come a long way — and it’s evolving quickly. Discover what’s possible today and how to prepare for the future. In this ebook, we offer key strategies for using AI to enrich human connections and deliver empathy at scale.[component_button primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fenriching-human-connections-with-ai|title:Get%20the%20ebook|target:_blank"] Master the art of data-driven experiences Data is gold for your business — if you can harness it. You’ll see the best results when stakeholders across your organization contribute to a long-term strategy. Define what you want to achieve, what you can do now and what to prioritize to close that gap. [icon_list icon_genesys="fak fa-gen-business" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fbusiness-users-practical-guide-to-data-driven-cx|title:Get%20the%20guide|target:_blank"] Business user’s guide to data-driven CX Maximise your business data and customer knowledge for deeper insights, effective automation and personalised experiences that set your brand apart.[/icon_list][icon_list icon_genesys="fak fa-gen-process" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fpractical-it-guide-to-creating-data-driven-experiences|title:Get%20the%20guide"] Technical user’s guide to data-driven CX Activate your organisation’s data to automate more informed insights and actions. Explore the process of applying data to drive business decisions in a scalable way.[/icon_list] Embracing AI in the customer journey To better understand how leaders are creating AI-powered customer journeys, Genesys engaged Economist Impact to survey 750 senior customer service, marketing and sales executives worldwide. The findings reveal their strategies and ability to enhance the customer journey using AI — and the value AI leaders are achieving.[component_button button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Feconomist-impact-white-paper-ai-comes-of-age|title:Get%20the%20report" secondary_cta="url:%2Fwebinars%2Fai-and-the-economist-using-ai-and-data-to-drive-customer-engagement|title:Watch%20the%20webinar"] Your business, your needs [icon_list icon_genesys="fak fa-gen-small-business" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fuse-data-to-blend-online-and-in-store-shopping-journeys|title:Read%20the%20article"] Retail Consumers expect concierge-level service. Discover how to envision and enable better journeys at scale with AI.[/icon_list][icon_list icon_genesys="fak fa-gen-healthcare" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fimprove-the-patient-experience-with-data-driven-effort-reduction|title:Read%20the%20article"] Healthcare To improve the patient journey, measure what matters. Then deliver data-driven personalized experiences.[/icon_list][icon_list icon_genesys="fak fa-gen-building-dome" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fuse-data-to-drive-empathetic-service-in-government|title:Read%20the%20article"] Government Don’t make agents search systems to find the right data. Help them do what they do best: deliver empathetic experiences.[/icon_list][icon_list icon_genesys="fak fa-gen-building-bank" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fmining-the-micro-and-macro-level-data-in-banking|title:Read%20the%20article"] Banking Build lifetime value and profitability by merging all data for views into the customer journey at micro and macro levels.[/icon_list][icon_list icon_genesys="fak fa-gen-insurance" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fpartners-in-prevention-the-insurer-policyholder-relationship-is-evolving|title:Read%20the%20article"] Insurance Prevention-focused, usage-based insurance is reshaping the industry. Make sure you’re prepared.[/icon_list] Discover more Super Human Service insights Explore how to connect data and experiences — across systems, tools and teams. Get practical guidance on ways to deliver amazing CX with your team and our technology. [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fyour-people-our-technology-amazing-results|title:Keep%20learning|target:_blank"]

[chunker chunk_template="409477"][rawcss raw_css="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"] The state of customer experience This report combines insights from two global surveys and Genesys Cloud CX™ platform data to understand the state of customer experience (CX) today — and the trends that will shape the market. The surveys were completed by 2,629 consumers and 690 CX executives across Asia-Pacific, Europe, Latin America, the Middle East/Africa and North America. The research was first conducted in 2017; this report compares the trends over time to understand how consumers prefer to interact with a business, their satisfaction with different channels and what they value in a customer experience. It explores the strategies within CX functions, and the challenges, opportunities and initiatives that will continue to shape CX in the future. Navigate the trends [component_card content_alignment="text-center" media_size="nomedia" background_color="bgc-orange" cta="url:%2Fresources%2Fstate-of-cx-trend-1|title:Companies%20want%20to%20win%20on%20experience|"] 1 [/component_card][component_card content_alignment="text-center" media_size="nomedia" background_color="bgc-orange" cta="url:%2Fresources%2Fstate-of-cx-trend-2|title:Digital%20interactions%20have%20soared|"] 2 [/component_card][component_card content_alignment="text-center" media_size="nomedia" background_color="bgc-orange" cta="url:%2Fresources%2Fstate-of-cx-trend-3|title:Employee%20experience%20is%20taking%20centre%20stage|"] 3 [/component_card][component_card content_alignment="text-center" media_size="nomedia" background_color="bgc-orange" cta="url:%2Fresources%2Fstate-of-cx-trend-4|title:There%20is%20increased%20ROI%20on%20personalisation|"] 4 [/component_card][component_card content_alignment="text-center" media_size="nomedia" background_color="bgc-orange" cta="url:%2Fresources%2Fstate-of-cx-trend-5|title:Cloud%20platforms%20are%20driving%20innovation|"] 5 [/component_card] This report explores how consumers and companies are interacting today It surfaces the good, the bad and the ugly about customer experience, and explores how CX leaders can win in the experience economy.[component_button primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fstate-of-cx-report|title:Download%20the%20report%20now|rel:nofollow"]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

MYCUSTOMER REPORT How are organisations improving empathy in customer service? A survey of 200+ CX and customer service professionalsMyCustomer and Genesys have conducted a further study examining consumer attitudes to empathy in customer service interactions. The findings were clear nearly three-quarters of the respondents told us that they believed it was vital that compassion and empathy were displayed by customer service staff when dealing with their queries, no matter the channel. Download this report and discover: How to measure empathy How to improve customer service empathy How to better support your service agents How to build empathy into your digital channels And much more. Download the report [mktoform cta_header="" cta_button="Download now" form_type="hot" ar_status="Asset" form_branding="resource-alt" cid_id="7011T000001YYhgQAG"]

Toolkit: Motivate agents with what matters most — their values [component_button button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FHuman-Values-Report_V3_ENGB.pdf|title:Get%20your%20toolkit|target:_blank"] Engage employees on a deeper level Genesys surveyed 16,000 call centre employees worldwide to understand the personal values they care about most — and what separates high performers from others. The data reveals how organisations can maximise motivation and retention through empathy, empowerment and engagement. Understanding your employees’ values is the key to driving results across your organisation. Get a complete kit of resources rooted in these innovative findings — and create a company culture your employees will love. [component_card media_size="thumbnail" media="397716" cta="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FHuman-Values-Report_V3_ENGB.pdf|target:_blank"] Human values: The operating system for a high-performing contact centre Discover what agents value, love, hate and wish was different about their job in our new report.[/component_card][component_card media_size="thumbnail" media="397091" cta="url:https%3A%2F%2Fcontent.genesys.com%2Fen-gb%2F2022-values-agents-performance-report-qe%2Fvalues-thinking-101|target:_blank"] Values thinking 101: Host a workshop in five simple steps Put values at the centre of your employee experience strategy. View this tutorial on how to host a values-thinking workshop.[/component_card][component_card media_size="thumbnail" media="397090" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fwebinars%2Fhumanising-the-contact-centre-how-values-predict-agent-performance|target:_blank"] Humanising the contact centre: How values predict agent performance Hear from industry experts at Genesys and Valuegraphics as they discuss key takeaways from the report.[/component_card][component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FHuman-Values-Report_V3_ENGB.pdf|title:Get%20the%20toolkit|target:_blank"] Take a sneak peek at the findings [icon_list content_alignment="text-center" icon_genesys="fak fa-gen-feature" icon_color="text-navy"] Top values Personal responsibility — a strong work ethic and desire to achieve — is the top value among high-performing contact centre agents globally.[/icon_list][icon_list content_alignment="text-center" icon_genesys="fak fa-gen-lightning" icon_color="text-navy"] Greatest strengths Thoroughness and completeness are contact centre employees’ greatest strengths; quality, listening and empathy lag.[/icon_list][icon_list content_alignment="text-center" icon_genesys="fak fa-gen-advisor-man" icon_color="text-navy"] Role-based thinking Tech support staff are ambitious; those in customer care value dependability; and sales teams appreciate a positive and supportive environment.[/icon_list][component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Flibrary.genesys.com%2Fweb%2F5387234e96d1e8ef%2Fhuman-values-report%2F|title:See%20all%20the%20data|"] (Excel File 21MB)

MYCUSTOMER REPORT Why employee experience is the key to delivering customer empathy Empathy has never been a more important topic. And being an ‘empathetic business’ may well be the next competitive battleground as brands look to improve their customer experiences. However, it requires more than just clever technology or process optimisation, it also requires a transformation in the way that businesses motivate and enable their employees. In association with IP Integration and Genesys, this report explores the link between empathy and employee experience. Download report and learn: What it takes to be an empathetic business The effects 'dash to digital' has had on EX and empathy Why employee experience is integral to ensuring customer empathy How to reboot the employee experience Download the report [mktoform cta_header="" cta_button="Download now" form_type="hot" ar_status="Asset" form_branding="resource-alt" cid_id="7011T000001YbWjQAK"]

Engage employees with empathy The tools your planners need. The culture your employees crave. [videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/k6QS25I5nMY" gb_img="392342"] Build a culture your team will love For decades, contact centres focused on optimising efficiency and effectiveness. Today, employees expect more. It takes a balance of coverage and flexibility, efficiency and empathy. Make employee engagement part of your digital transformation. [icon_list icon_genesys="fak fa-gen-time-management" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fa-practical-guide-to-modern-workforce-planning|title:Get%20the%20practical%20guide%20to%20modern%20workforce%20planning"] Workforce planning Create ideal workplans with less time and effort. Make sure you have the right talent in place so you can connect customers with the best-fit employee, every time.[/icon_list][icon_list icon_genesys="fak fa-gen-people-2" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fa-practical-guide-to-modern-workforce-engagement|title:Get%20the%20practical%20guide%20to%20modern%20workforce%20engagement"] Workforce engagement Make it easy for employees to contribute to your success by focusing on their needs. Learn how to modernise training, coaching, collaboration and talent development.[/icon_list] Connect agent values to performance What people value — what they care most about — is the top predictor of their behavior. Join us to unpack data on what the highest-performing agents value and how to hire, train and retain top talent. [component_button primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fwebinars%2Fhumanizing-the-contact-center-how-values-predict-agent-performance|title:Sign%20up%20for%20the%20webinar|"][component_cta_block content_alignment="text-center" button_color="btn-secondary" background_color="bgc-orange" css=".vc_custom_1628181206266{background-image: url(https://www.genesys.com/media/orange-bg-swish.svg?id=369779) !important;border-radius: 30px !important;}" cta="url:https%3A%2F%2Fcontent.genesys.com%2Fddg-wem-gartner%2Frethink-wem-webinar|title:Get%20the%20details|"] Rethink workforce engagement management To deliver exceptional customer experiences, employees need to be equipped with the right knowledge, skills and tools. Learn what to look for in a modern workforce engagement management (WEM) solution. [/component_cta_block] Your business, your needs   [icon_list icon_genesys="fak fa-gen-small-business" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fretail-four-tips-to-retain-agents-with-workforce-engagement|title:Read%20the%20article"] Retail Scaling up brings new agents to your team. Accelerate onboarding and boost performance with workforce engagement[/icon_list][icon_list icon_genesys="fak fa-gen-healthcare" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fdrive-quality-management-with-contact-center-workforce-engagement|title:Read%20the%20article"] Healthcare Coverage determination appeals are costly for you and your members. Analytics and employee engagement can help prevent them.[/icon_list][icon_list icon_genesys="fak fa-gen-building-dome" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fgovernment-agencies-get-creative-with-workforce-engagement|title:Read%20the%20article"] Government Agencies made it through the 2020 transition to remote work. Now it’s time to prepare for the next unknown.[/icon_list][icon_list icon_genesys="fak fa-gen-building-bank" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fbanking-and-workforce-engagement-preparing-for-the-future|title:Read%20the%20article"] Banking Banks are relying on more highly skilled agents, with most now working from home. Keep them engaged for the long term.[/icon_list][icon_list icon_genesys="fak fa-gen-insurance" icon_color="text-orange" cta_style="text" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fbuild-insurance-customer-loyalty-with-employee-engagement|title:Read%20the%20article"] Insurance Strong customer relationships drive success for insurance carriers. Maintain those relationships by keeping employees engaged.[/icon_list] Discover more Super Human Service insights A focus on planning and engaging your modern workforce is a great place to start. Get practical guidance on how to deliver amazing customer experiences with your team and our technology.   [component_button content_alignment="text-center" button_color="btn-secondary" primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fyour-people-our-technology-amazing-results|title:Keep%20learning"]

SURVEY REPORT EXPERIENCE AS A SERVICE Key findings for… Local Government Every element of the public sector had to respond dramatically to the COVID-19 pandemic – but arguably, Local Government throughout the UK had to enact one of the most comprehensive responses. Due to the number of different services Local Government provides, and the fact that ‘lockdown’ restrictions meant an increased focus on local communities, the ways in which Local Government interacts with citizens and service users had to be thoroughly considered. In addition, these changes take place against an ongoing process of technological advancements and changes in customer behaviour that affect the ways in which citizens and service users contact public sector organisations. In this climate, it is more important than ever that organisations are able to demonstrate empathy in their ‘customer service.’ Empathy means helping citizens and service users feel that their concerns are heard and understood – even where these cannot always be fully met. The ways in which citizens’ interactions with the public sector have changed since the beginning of the COVID-19 pandemic, and how public sector organisations have changed in their responses, are the key focus of the ‘Experience as a Service’ survey 2021, produced by GovNewsDirect in partnership with Genesys. In this supplement to the ‘Experience as a Service’ survey 2021 report, we examine the survey responses specifically from workers in Local Government, and examine the key issues the findings highlight for those working in Local Government. Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001IwTYQA0" ar_url="https://www.genesys.com/media/EXPERIENCE-AS-A-SERVICE-Key-findings-for…Local-Government.pdf" url="https://www.genesys.com/media/EXPERIENCE-AS-A-SERVICE-Key-findings-for…Local-Government.pdf"]

SURVEY REPORT EXPERIENCE AS A SERVICE Key findings for… Healthcare Every element of the public sector had to respond dramatically to the COVID-19 pandemic – but undoubtedly, the NHS and wider Healthcare sector felt the brunt of the impact. The most immediate element of responding to COVID-19 has of course been providing healthcare – but this cannot be separated from thinking about communications with patients, other service users and the general public. Communication has been an essential part of the COVID-19 response, from public health campaigns to how patients contacting their local GP surgery are most effectively triaged and treated. The most important factor in discussing Healthcare communications since the beginning of 2020 is the sheer increase in the volume of contacts from the public to primary care. This in itself has shaped how communication with patients works, for example in the rapid rise of digital triage. The use of digital technology is another important factor, with lockdown restrictions prompting a much quicker, and more widespread, rollout of video consultations. The ways in which citizens’ interactions with the public sector have changed since the beginning of the COVID-19 pandemic, and how public sector organisations have changed in their responses, are the key focus of the ‘Experience as a Service’ survey 2021, produced by GovNewsDirect in partnership with Genesys. In this supplement to the ‘Experience as a Service’ survey 2021 report, we examine the survey responses specifically from workers in Healthcare, and examine the key issues the findings highlight for those working in Healthcare. Download the report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001IwTJQA0" ar_url="https://content.genesys.com/uk-retail-contact-centres"]

SURVEY REPORT EXPERIENCE AS A SERVICE Key findings for… Further and Higher Education Every element of the public sector had to respond dramatically to the COVID-19 pandemic – and Further and Higher Education was no exception. Lockdown restrictions enforced a sudden, widespread adoption of digital teaching and learning that will probably reshape the sector forever. The speed and all-encompassing nature of the changes in the early stages of the pandemic undoubtedly meant difficulties for many staff and students. Communication with students has been arguably the essential element of the sector’s COVID-19 response, from providing learning to helping students understand what the restrictions mean for their education experience. The unprecedented nature of the changes has meant that the sector has experienced a much higher volume of contact from students and parents than before. At the same time, these changes have occurred against an ongoing process of technological advancements and changes in customer service in the private sector that affect the ways students expect to be able to contact Education institutions – and the level of ‘customer service’ they receive. The ways in which citizens’ interactions with the public sector have changed since the beginning of the COVID-19 pandemic, and how public sector organisations have changed in their responses, are the key focus of the ‘Experience as a Service’ survey 2021, produced by GovNewsDirect in partnership with Genesys. In this supplement to the ‘Experience as a Service’ survey 2021 report, we examine the survey responses specifically from workers in Further and Higher Education, and examine the key issues the findings highlight for those working in the sector. Download the report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001IwTEQA0" ar_url="https://content.genesys.com/uk-retail-contact-centres"]

SURVEY REPORT EXPERIENCE AS A SERVICE Key findings for… Central Government Every element of the public sector had to respond dramatically to the COVID-19 pandemic – but undoubtedly, Government organisations throughout the UK had to enact one of the most comprehensive responses. In this climate, it is more important than ever that organisations are able to demonstrate empathy in their ‘customer service.’ Empathy means helping citizens and service users feel that their concerns are heard and understood – even where these cannot always be fully met.   Due to Government recommendations such as the ‘cloud first’ policy and the smarter working directive – both in effect since as long ago as 2013 – Government was perhaps ahead of some other areas of the public sector in being enabled to meet the needs of citizens digitally during lockdown periods. However, there is more to ensuring empathy in communication than the appropriate technology.   The ways in which citizens’ interactions with the public sector have changed since the beginning of the COVID-19 pandemic, and how public sector organisations have changed in their responses, are the key focus of the ‘Experience as a Service’ survey 2021, produced by GovNewsDirect in partnership with Genesys. In this supplement to the ‘Experience as a Service’ survey 2021 report, we examine the survey responses specifically from workers in Central Government, including Non-Departmental Public Bodies and related agencies and regulators, and examine the key issues the findings highlight for those working in this field. Download the report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001IwT9QAK" ar_url="https://content.genesys.com/uk-retail-contact-centres"]

ContactBabel Report The Inner Circle Guide to Omnichannel The building blocks of omnichannel: 3rd edition   Non-telephony communication accounts for over one third of inbound interactions in UK contact centres, showing that the capability to handle both voice and non-voice communication effectively is vital for the industry: hence, omnichannel. Voice interactions are forecast to decline slightly until 2024, although there is little expected change in the overall number of interactions. It is interesting to see that email is also expected to decline. A question was asked to survey respondents from over 200 UK businesses about how each inbound channel will change, allowing us to judge if any alterations in the use of channels is due to real changes at a contact centre-level, or is more of a statistical blip caused by a different set of respondents providing data each year. Read this report and discover the past, present and future of omnichannel. Download the report [mktoform cta_header="" form_type="hot" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IvX5QAK"]

SURVEY REPORT EXPERIENCE AS A SERVICE Insights for the Public Sector Technology, customer habits and the effects of COVID-19 have changed how citizens interact with the public sector. How is the public sector responding in a changing world? There have been dramatic changes to the ways in which citizens have interacted with the public sector since the beginning of 2020. The effects and aftereffects of the coronavirus pandemic have changed citizens’ needs and therefore the frequency and manner of their interactions with public sector organisations. But what exactly have these changes meant for how citizens contact public sector organisations, and how the public sector responds to citizens? To answer these questions, GovNewsDirect partnered with Genesys to launch the ‘Experience as a Service’ survey 2021. The survey received 628 unique responses from across the public sector, including Local and Central Government, Healthcare (including the NHS), Further and Higher Education, and the ‘blue light’ Emergency Services. Forthcoming reports will explore the responses from each of these individual sectors in greater depth. Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001YY61QAG" ar_url="https://www.genesys.com/media/Genesys-Survey-2021-v4.pdf" url="https://www.genesys.com/media/Genesys-Survey-2021-v4.pdf"]

Executive Brief Connecting the dots between customer satisfaction and employee performance Employee engagement is the cornerstone of customer satisfaction. Yet, many organisations don’t have a clear line of sight between their interdependencies and, more tellingly, which adjustments will have the biggest impact. Now, more than ever, customer experience (CX) and service leaders need to obsess less about stick-and-carrot productivity measures. They need a fresh approach to improve first first-call resolution, customer satisfaction, net promoter score and much more. One designed around five-star digital service and the data, communication and collaboration needs of employees – wherever they are working. Download the executive briefing from Genesys and Orange Business Services to learn: How to extend customer service across the organisation with contact centre collaboration Crucial steps to connecting customer satisfaction and employee performance Transition to an AI-powered data-driven organisation From customers examples of CX collaboration Download the executive brief [mktoform form_type="hot" cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YbGmQAK"]

EBOOK Where next for utilities? 5 CX trends for 2021 An industry snapshot Even before the COVID-19 pandemic hit, the utilities industry was being thrust headfirst into a new era of connectivity defined by convenience, innovation and personalisation. Having been spoilt by the likes of Amazon, Apple and other digital-first disruptors, consumers had begun to expect every organisation to deliver the same intelligent, joined-up experiences. And that includes their utilities providers – even if customers only interact with them a few times a year. The pandemic has only served to accelerate this shift – placing pressure on providers to meet rising engagement levels, provide empathetic interactions and manage the impact of social and economic disruption. Download the full report to learn: What are the biggest customer trends in utilities today How organisations in the industry can act and respond effectively to current changes by incorporating certain strategies Where we expect 2021 will take us next Download the report [mktoform form_type="hot" cta_header="" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001YbBwQAK" ar_url="https://content.genesys.com/uk-retail-contact-centres"]

EBOOK 8 Considerations for Exceptional Customer Engagement A utilities company’s guide to providing truly customer-centric experiencesAgainst a backdrop of growing disruption, price caps and tight regulations, standout customer experience is a clear differentiator for utilities providers. In fact, it’s the key to competitive advantage in almost every industry. With digital-savvy start-ups like Bulb and Octopus vacuuming unhappy customers from legacy  providers, there’s never been a better time for new technologies and digital-first engagements to show their worth. Customer expectations are higher than ever before, and you can’t afford to be complacent. Your customers today expect you to deliver the seamless, multichannel experiences they receive in every other walk of life. Download the ebook to learn: Empathy in CX: The importance of the human touch Future-proofing your customer experience Your 7 steps to better CX The future of the contact centre And much more. Take a look now, and discover more insights to a successful customer experience journey. Download Now [mktoform cta_header="" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001YbBmQAK" ar_url="https://www.genesys.com/media/Utilities-Ebook-v2.pdf" url="https://www.genesys.com/media/Utilities-Ebook-v2.pdf"]

TIP SHEET Nine technology trends affecting mid-sized contact centres Businesses large and small realise the benefits of providing a great customer experience — from creating powerful customer moments to building loyalty. With interactions occurring on more channels, it’s important to deliver personalised service at scale. You need to leverage the right technology to connect with your customers on any channel, increase agent productivity, reduce IT infrastructure and gain insight across the entire operation. Frost & Sullivan surveyed 600 business and IT decision makers globally to understand how mid-sized call centres plan to use technology to meet increasing customer demands. Download the study to: uncover aspirations, priorities and challenges within mid-sized contact centres find the emerging technology trends increase agent productivity and gain insights to impact the business Download the tip sheet [mktoform form_type="hot" cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t751QAA"]

Genesys & AWS in Retail Delivering fantastic customer experiences with leading CX solution built on AWS [cutoff co_thick="2px"]Give customers the best Customer Experience with the leading CX solution built 100% on AWS. Genesys and AWS have partnered to deliver the best customer experiences to retail consumers. By partnering with AWS, Genesys has built the leading contact centre that provides retail agents with real-time customer information to deliver better outcomes and help earn customer loyalty. Learn how retailers around the world are using Genesys Cloud CX to drive better and more profitable customer experiences. Complete the Download Now form to explore global customer stories from TechStyle, Leroy Merlin, Conrad Electric and Round Room. Learn about the latest trends in retail industry customer experience and contact centres in this research paper from ContactBabel. Complete the Download Now form to access the latest thought leadership. [mktoform cta_header="Download now" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001YaKTQA0" url="https://content.genesys.com/aws-retail?access" ar_url="https://content.genesys.com/aws-retail"]

[this_page_title] Earn Citizen Trust with leading CX solution built on a cloud platform you can trust [cutoff co_thick="2px"]Bring citizen interactions and services up to the standards of private sector companies. Genesys Cloud CX, built 100% on AWS, provides government agents with information that enhance inbound interactions and lead to proactive outreach. Together, Genesys and AWS can help government agencies deploy solutions that improve efficiency, increase effectiveness and allow you to meet your core business objectives. Learn how government agencies are using Genesys Cloud CX to enhance the customer experience in government. Complete the Download Now form to explore customer case studies from Housing Direct (a government agency in Australia) and Integral Health. Learn about best practices and how to improve the citizen experience of your government organisation and the role of AI in your contact centre strategy. Complete the Download Now form to access the latest thought leadership papers. [mktoform cta_header="Download now" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001YaKOQA0" url="https://content.genesys.com/aws-alliance-government?access" ar_url="https://content.genesys.com/aws-alliance-government"]

ContactBabel Report The Inner Circle Guide to Customer Engagement and Personalisation The building blocks of personalisation and customer engagement   Customer personalisation has long been within the remit of organisations’ marketing departments which, despite doing so at scale, try to make new and existing customers feel that offers and products are tailored specifically for them. Moving beyond the mass-production model employed historically in many contact centres, customer personalisation has recently become of great interest to  businesses looking to improve their customer experience within the contact centre and other service channels. By doing so, businesses aim to extend the positive reach of the brand beyond the original marketing touch points, keeping customers positively engaged and turning them into loyal, long-term advocates for the organisation. Download this report to learn more about the importance of customer engagement and personalisation in the contact centre. Download the report [mktoform form_type="hot" cta_header="" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YaUOQA0"]

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MyCustomer Insight Report Let's Get Personal: How Businesses can use Personalised Customer Service to Reboot and Rebuild The last 12 months has seen a ‘dash to digital’ for most brands, with customers demanding a heightened digital customer experience as a result. As businesses look ahead to refreshing their approach to customer service as a result of the coronavirus pandemic, a key requirement will be the ability to offer personalisation, at scale. In association with Sabio and Genesys, this report will focus on why personalisation in customer service is now an imperative for businesses, the routes they need to take to be able to offer personalisation at scale and the use cases of European businesses that have been able to deliver truly personalised service during the coronavirus pandemic, despite all of the challenges presented by doing so. Download to learn: Why personalised customer service has become increasingly important to businesses The challenges of being able to deliver on the personalisation at scale imperative, and the routes to achieving it – how to get to understand your customers, how to build data profiles, the role of cloud Personalisation in the contact centre – what it involves, the importance of agent empathy, putting customers first and predicting need The role of technology, including cloud contact centre, AI and automation in helping achieve personalised service at scale Advice and tips for creating a roadmap to achieving personalised service at scale Download the report [mktoform form_type="hot" cta_header="" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001l18yQAA"]

MyCustomer Research Report The Future of Customer Experience in Financial Services The global pandemic has been a wakeup call for the Financial Services Industry, changing it at a rate never seen before. But in its race towards digital transformation, gaps are appearing between its digital service offering and customer expectations. Download this report now to learn and gain insights into: How disruption is driving innovation in the financial services industry The remote transformation Data driven AI – the new commodity Download the report [mktoform form_type="hot" cta_header="" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kzynQAA"]

CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Utilities The Utilities sector is comprised of businesses selling water, gas and electricity, as well as increasingly trying to market new services such as smart home technology, internet access and telephony to their customer base. While some incumbent utility companies have reported job losses and consolidation, the significant number of new players (both suppliers and aggregators, especially ‘green’ energy) have gone some way to balancing this. While service is a differentiator in utilities, most decisions are still driven by price. See how your efforts stack up in the latest UK Contact Centre Verticals: Utilities Report.  Leveraging data from multiple large-scale surveys of utilities contact centers in the UK, this study takes an in-depth look at operations and trends. Download the ContactBabel report and learn: Trends in size, structure, and growth of utilities contact centres Contact centre within the utilities sector benchmarked against the larger contact centre industry Technology adoption trends within utilities call centres Download the research report [mktoform form_type="hot" cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YZUbQAO"]

CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Communications The communication sector includes businesses formerly categorised as ISPs, as well as those within the telecoms and entertainment sub-sectors, including the large ‘quad-play' companies (fixed-line and mobile telecoms, media and broadband). Take a closer look at the latest advancements that affect your business in the latest Contact Centre Verticals: Communications report. Leveraging data from multiple large-scale surveys of hundreds of UK communications contact centres, this study takes an in-depth look at their operations and trends. Download the ContactBabel research report and learn: Trends in size, structure, and growth of communications industry contact centres How contact centres within the communications sector benchmark against the larger contact centre industry Technology adoption trends within communications sector call centres Download the research report [mktoform form_type="hot" cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YZUWQA4"]

EBOOK Big ideas for Retail: 9 key CX trends An industry snapshot After sustained social and economic disruption worldwide, many emerging customer experience (CX) trends that would likely have taken years to mature have  been fast-tracked into everyday retail. With millions of non-essential retail stores forced to shutter their brick-and-mortar outlets and even more consumers left with e-commerce as their only route to purchase – we are looking at a very different landscape. One where digital comes first, and loyalty is hard-won but easily lost. Download the full report to learn: What are the biggest customer trends in retail today How organisations in the industry can act and respond effectively to current changes by incorporating certain strategies Where we expect 2021 will take us next Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001YZU7QAO" url="https://www.genesys.com/media/Retail-Ind-Trends-v1.pdf" ar_url="https://www.genesys.com/media/Retail-Ind-Trends-v1.pdf"]

EBOOK 8 Considerations for Exceptional Customer Engagement A retail company’s guide to providing truly customer-centric experiencesAs competition for spend intensifies, customer experience is fast becoming a battleground for retailers. And with lines between physical and digital stores blurring, today’s customers expect seamless, multichannel experiences whether they’re shopping in-store or online. There’s no comparison between traditional telephony and intuitive engagements that span phone calls, social channels, mobile apps and chatbots in a seamless and coherent manner. Download the ebook to learn: Why experience is the new branding Empathy in CX: The importance of the human touch The key to contextual insights within the Cloud Future-proofing your customer experience Your 7 steps to better CX The future of the contact centre And much more. Take a look now, and discover more insights to a successful customer experience journey. Download Now [mktoform cta_header="" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001YZUHQA4" ar_url="https://www.genesys.com/media/Retail-Ebook-_v1.pdf" url="https://www.genesys.com/media/Retail-Ebook-_v1.pdf"]

Your people. Our technology. Amazing results. [videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/Lyy-jwB-Nlk?rel=0" gb_img="369781"] It’s time for Super Human Service [component_card media_size="nomedia" background_color="bgc-lgray"] 25% more customer spend goes to companies that get digital channels right [/component_card][component_card media_size="nomedia" background_color="bgc-lgray"] 300% anticipated increase in remote work, compared to before COVID-19 [/component_card][component_card media_size="nomedia" background_color="bgc-lgray"] 60% of failed customer support calls could have been solved with better access to data [/component_card]Digital customer engagement Connect with customers on their terms — seamlessly Empower customers to easily connect with your business on the channels they prefer. Take the full picture into account as you design conversation flows for chat, messaging apps and bots. Create successful engagements across channels — for your customers and your team — with a blended model.[component_button primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fconnect-without-compromise|title:Master%20digital%20engagement"][videolightbox gb_format="image" gb_link="https://www.youtube.com/embed/-Ei6L8MNZgY" gb_img="370332"][videolightbox gb_format="image" gb_link="https://www.youtube.com/embed/k6QS25I5nMY" gb_img="392342"]Digital workforce engagement Support your team of engaged, productive agents Help your agents thrive in an increasingly remote, multiskilled and omnichannel world. Workforce engagement management goes beyond traditional workforce optimisation to balance efficiency with a focus on the human side. Explore how it improves employee engagement, performance and results[component_button primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fengage-employees-with-empathy|title:Master%20workforce%20engagement"]Data-driven experiences Put customer experience data to work Contact centres are gold mines for data. Turn that data into insights with the right platform and artificial intelligence (AI). Know customers better, understand their needs and predict solutions. We do the work of preparing and protecting your data so you can focus on making data-driven decisions.[component_button primary_cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fcreate-data-driven-experiences|title:Master%20data-driven%20experiences"] Get the how-to behind Super Human Service Join us as we reveal practical guidance on how you can deliver Super Human Service. You’ll be the first to receive invitations to digital events and details when new resources become available.[mktoform cta_header="" cta_button="Sign up" form_action="inline" ar_status="Hot Lead" cid_id="7011T000001YYWTQA4" target=".thank-you"] Thank you for your interest. We’ll contact you directly to set up a date and time that works with your schedule, thank-you

Connect without compromise The channels your customers crave. The simplicity your team deserves.[videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/6S-iNtfkTxQ?rel=0" gb_img="370340"][section_cta format="cta-f" position_left="40px" vertical_align="center" margin_control="custom" title="Master digital engagement channels" image="369783" background_img="369786" margin_control_custom="9.167rem 0"]It’s no secret: Businesses are prioritising digital channels for customer engagement. Consumers are used to receiving new levels of service online. And increasingly, they’re turning to chat or messaging apps instead of a phone call. With the increased reliance on digital support for speedy responses, it’s a top priority to get these interactions right. We can help. Watch the webinar Get the eBook [/section_cta][section_grid format="grid-b" column="grid-3x3" padding_control="custom" cards_bg="bgc-plum" title="Discover how to walk, run and fly on digital channels" padding_control_custom="0 0 0 0"][sg_item title="Web messaging" image="131796" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fpractical-guide-to-web-messaging|title:Learn%20more"]Give customers an easy, convenient way to engage on your website with chat. Use persistent messaging and buyer behavior data to make sure you get it right.[/sg_item][sg_item title="Messaging apps" image="81931" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fpractical-guide-to-messaging-apps|title:Learn%20more"]Reach customers on WhatsApp, Facebook Messenger, Apple Business Chat and Twitter. Be sure you don’t sacrifice conversation quality.[/sg_item][sg_item title="Chatbots" image="338729" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fa-practical-guide-to-mastering-bots|title:Learn%20more"]Offer an always-on option for customers to find answers and complete simple tasks with chatbots. Remember: Designing a good bot experience is critical.[/sg_item][/section_grid][section_cta format="cta-t1" section_width="contain" background_clr="bgc-lgray" fullname="Aarde Cosseboom" jobtitle="Senior Director of Global Member Services Technology, Analytics and Product" company="TechStyle" speakerquote="We have a robust CX platform with all the features needed to raise the bar on the service we provide. We’re now able to route, measure and expand new digital channels as customer preferences change." companylogo="361864"][/section_cta][section_grid column="grid-4x4" title="Your business, your needs."][sg_item title="Digital for retail" image="369794" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Ffour-strategies-to-transform-retail-customer-service|title:Learn%20more"]The desire to shop hasn’t changed. But the way consumers shop has.[/sg_item][sg_item title="Digital for government" image="347344" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fgovernment-agencies-move-to-outcome-based-self-service|title:Learn%20more"]Extend your organisation’s reach to citizens on digital channels they prefer.[/sg_item][sg_item title="Digital for banking" image="369808" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Fbanking-and-bots|title:Learn%20more"]Banking leads in digital services. Keep your customer service bar high.[/sg_item][sg_item title="Digital for insurance" image="598" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Farticle%2Finsurance-relationships-rethink-and-revitalise|title:Learn%20more"]Make sure customers can reach you on the channels they prefer — when they need you.[/sg_item][/section_grid][section_cta background_clr="bgc-cobalt" text_theme="theme-dark" background_img="369796" title="Discover more Super Human Service insights" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fyour-people-our-technology-amazing-results|title:Keep%20learning"]A focus on mastering your digital engagement channels is a great place to start. Get practical guidance on how to deliver amazing customer experiences with your team and our technology.[/section_cta]

CONTACTBABEL INDUSTRY REPORT The Inner Circle Guide to AI, Chatbots and Machine Learning (2nd edition) Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. “The Inner Circle Guide to AI, Chatbots & Machine Learning” is one of the Inner Circle series of ContactBabel analyst reports investigating key customer contact solutions. This guide aims to give a detailed and definitive view of the reality of implementing and using these technologies, and a view on what the future holds. Download your copy of this industry report to learn what impact AI, Chatbots & Machine Learning can have on your delivery of exceptional CX! Download the guide [mktoform form_type="hot" cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YYP3QAO"]

e-Book Enhancing the Student Experience in the New Normal [cutoff co_thick="2px"] As the months in our ‘New Normal’ trickle on and another academic year has begun, it has become clear that there are issues in the UK university sector which aren’t necessarily caused by the Coronavirus. However, the pandemic, like with many other sectors, has simply shone a light on the long-standing issues within higher education and accelerated them, forcing universities to act with greater urgency.  Amid the continued uncertainty of when and how things can ever return to normal, the student experience at university has unquestionably changed.  We examine:    How Universities can seamlessly cope with spikes in call numbers whether during clearing, or other busy periods throughout the year How Cloud technology can help meet the high expectations of students in the digital age through anytime communications via phone, email and social media. Ways in which your University can be more flexible and cost-effective [mktoform cta_header="Get the e-book today" form_type="hot" ar_status="dynamic" cid_id="7011T000001l0CGQAY"]

MYCUSTOMER RESEARCH REPORT The Future of Customer Experience in Retail Of all the industries impacted by COVID-19, the pandemic has arguably had the most polarising impact on the retail sector. The volatility caused some of the most known High Street giants to go into administration, but e-commerce based businesses have hit commercial heights. The retail landscape has been changed drastically by the disruption, as the combination of lockdowns and changing consumer purchasing habits forced retailers to rethink the way that their entire operations are managed and, in many cases, fast-track their digital transformation plans as a result. Download this report now to learn and gain insights into: How the retail customer experience has been changed The implications for retailers of the changes in the last 12 months What further changes are in store, and how retailers can prepare themselves Download the research report [mktoform form_type="hot" cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YYFXQA4"]

EBOOK 8 Considerations for Exceptional Customer Engagement An insurance company's guide to providing truly customer-centric experiencesThe customer experience has never been more important to insurance agencies, having become the key to competitive advantage in almost every industry. And with the recent economic downturn causing contact centres to be closed and consolidated, there’s never been a better time for new technologies and digital-first engagements to show their worth. After all, your customers today expect you to deliver the seamless, multichannel experiences they receive in every other walk of life. Download the ebook to learn: The importance of the human touch and empathy in customer experience The key to contextual insights of cloud technology Why migrating your platform will transform your customer engagement levels Take a look now, and discover more insights to a successful customer experience journey. Download Now [mktoform cta_header="" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001l11nQAA" url="https://www.genesys.com/media/Eight-considerations-for-exceptional-customer-engagement_eBook.pdf" ar_url="https://www.genesys.com/media/Eight-considerations-for-exceptional-customer-engagement_eBook.pdf"]

EBOOK BFSI in the age of the connected customer An industry snapshot Change is an inevitability, and digital was already ripping up the rule book, before all the economic disruption changed the way most customers engage with BFSI. More than 59 million people in the UK now use a smartphone, democratising access to fast, connected, and on-demand services across all industries.  BFSIs can no longer underestimate the demand for digital interactions. Download the full report to learn: What are the biggest customer trends in BFSI today How organisations in the industry can act and respond effectively to current changes Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" form_type="hot" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001l12HQAQ" url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t?access" ar_url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t"]

MYCUSTOMER RESEARCH REPORT Customer experience leadership during COVID-19 COVID-19 has thrown business strategies into chaos, and customer experience strategies are no different. Indeed, research indicates that nearly all organisations have made major changes to their customer experience strategy as a result of the pandemic. Drawing on interviews with multiple customer experience practitioners - many of whom were finalists in MyCustomer's recent CX Leader of the Year award - this report takes a look at some of the ways that COVID-19 has influenced customer experience strategies over the past year and examines how CX managers have responded and flourished. This includes: How opportunities for additional customer support and assistance were identified How staff were kept safe, supported and informed How customer communications were made transparent and proactive How customer experience’s influence within the organisation has been developed How focus on CX was maintained despite the pandemic Download this report now to learn from these real-world examples and gain insights into how the CX world has responded. Download the research report [mktoform form_type="hot" cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001l09MQAQ"]

Executive brief: Improve customer strategy with predictive routing Create a customer strategy that builds profitability and a predictable revenue foundation [cutoff co_thick="2px"]Customer experience is no longer just a series of interactions occurring on one communication channel. To meet today’s customer expectations and accelerate profitable growth, you need a clear understanding of customers and their intent across a growing number of channels. With a customer strategy that includes predictive routing, you gain the advantage of meaningful data and the ability to leverage it systematically to predict the best customer-to-agent match. The result is stronger customer relationships and better business outcomes. Read this executive brief to learn the valuable benefits of a data-driven customer strategy that uses predictive routing with artificial intelligence (AI) and machine learning, including: Business outcome scoring on customers and active agents to determine the best customer-agent match Visibility and control at every touchpoint to achieve specific outcomes The right level of engagement at every moment throughout the customer journey Real-time outcome performance monitoring with historical reporting for daily, weekly and monthly trending Key insights to continuously refine and improve customer strategy [mktoform form_type="hot" cta_header="Get the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Kg6gAAC"]

PRACTICAL GUIDE Manage call centre changes for better results A practical guide to contact centre change management Learn the steps needed to successfully manage organisational change—whether you’re migrating to new contact centre platform or adopting best practices for workforce engagement management. Download the guide to learn how to: Get buy-in from your teams and stakeholders Support your team through change and close knowledge gaps Ensure long-term adoption of new behaviors, processes and systems Download the guide [mktoform form_type="hot" cta_header="" cta_button="Download the guide" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwyQQAQ" ar_title="Practical guide to managing change in your contact center" ar_url="https://content.genesys.com/resource-change-management/en-us-change-managem"]