{"id":15723,"date":"2018-06-08T22:29:20","date_gmt":"2018-06-08T22:29:20","guid":{"rendered":"https:\/\/www.genesys.com?post_type=announcements&#038;p=15723"},"modified":"2021-03-03T19:55:48","modified_gmt":"2021-03-04T03:55:48","slug":"genesys-study-shows-proactive-customer-communication-drives-higher-customer-satisfaction2","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-study-shows-proactive-customer-communication-drives-higher-customer-satisfaction2","title":{"rendered":"Genesys Study Shows Proactive Customer Communication Drives Higher Customer Satisfaction"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;section_header&#8221; css=&#8221;.vc_custom_1528494718870{background-image: url(https:\/\/www.genesys.com\/media\/Newsroom.jpg?id=8353) !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text]<\/p>\n<h1>Genesys Study Shows Proactive Customer Communication Drives Higher Customer Satisfaction<\/h1>\n<h2>Join the Genesys webinar featuring leading industry analyst Art Schoeller on November 9 and 10 to find out what\u2019s driving 40 percent of companies to see higher customer satisfaction rates<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]<strong>FRIMLEY, ENGLAND \u2014 November 1, 2016 \u2014\u00a0<\/strong>Genesys\u00ae (<a href=\"https:\/\/www.genesys.com\/en-gb\" data-cke-saved-href=\"https:\/\/www.genesys.com\/uk\">www.genesys.com\/en-gb<\/a>), the market leader in omnichannel customer experience and\u00a0<a href=\"https:\/\/www.genesys.com\/en-gb\/customer-experience\/better-results\/migrating-your-legacy-system\" data-cke-saved-href=\"https:\/\/www.genesys.com\/en-gb\/customer-experience\/better-results\/migrating-your-legacy-system\">contact centre solutions<\/a>, is hosting a\u00a0live webinar\u00a0on November 9 and 10 that discusses new research into how proactive communication is improving customer engagement.<\/p>\n<p>Presenting the interactive discussion is Forrester Vice President and Principal Analyst,\u00a0<a href=\"https:\/\/www.forrester.com\/Art-Schoeller\" data-cke-saved-href=\"https:\/\/www.forrester.com\/Art-Schoeller\">Art Schoeller<\/a>, who will discuss findings from a thought leadership paper conducted by Forrester Consulting on behalf of Genesys. Forrester found that 40 percent of surveyed companies and organisations are seeing higher customer satisfaction as a result of proactively communicating with customers. Additional benefits include:<\/p>\n<ul>\n<li>Increased revenue (37 percent)<\/li>\n<li>Reduction in repeat calls (36 percent)<\/li>\n<li>Agent cost savings (31 percent)<\/li>\n<\/ul>\n<p><strong>What:<\/strong>\u00a0<strong>Proactively Engage Your Customers in Every Channel\u2014Without Losing Your Mind!<\/strong><br \/>\nOn average, companies are proactively sending nine different types of communications to customers, including sales promotions, new customer onboarding, appointment and billing reminders, outage notifications, fraud alerts, account updates, loyalty programmes and customer satisfaction surveys. To succeed in today\u2019s market, embracing proactive customer communication within a larger omnichannel engagement strategy is key. In fact, 65 percent of companies and organisations today have prioritised proactive customer communication to keep their customers informed about their account, products and services.<\/p>\n<p>This webinar will also show that 36 percent of companies proactively send communications to streamline their customer journeys, and many engage customers with personalised and contextual experiences over their preferred channels. This helps lower customer effort and minimises the need for customers to contact the company for support. The Forrester research reveals that organisations that have incorporated higher degrees of omnichannel engagement into their proactive customer communication strategies are realising the greatest level of benefits.<\/p>\n<p><strong>When:<\/strong>\u00a0<strong>Wednesday,<\/strong>\u00a0<strong>November 9<\/strong><br \/>\nEurope, 3:00 PM GMT \/ 4:00 PM CET<br \/>\nNorth America, 10:00 AM PST \/ 1:00 PM EST<br \/>\nLatin America, 12:00 PM CST\/ 4:00 PM BRST<\/p>\n<p><strong>Thursday, November 10<\/strong><br \/>\nAsia, 11:00 AM SGT \/ 2:00 PM AEDT \/ 8:30 AM IST<\/p>\n<p><strong>Who:<\/strong><br \/>\nArt Schoeller, Vice President and Principal Analyst, Forrester<br \/>\nJohn Tallarico, Vice President of Product Management, Genesys<\/p>\n<p><strong>Why:\u00a0\u00a0 Attend this webinar to:<\/strong><\/p>\n<ul>\n<li>Learn insights from the Forrester Consulting study on the current state of proactive customer communication including usage, benefits, and maturity<\/li>\n<li>Understand how proactivity is essential for firms to become \u201ccustomer-obsessed\u201d<\/li>\n<li>Hear real-world success stories and best practices for integrating proactive customer communication into an omnichannel engagement strategy<\/li>\n<\/ul>\n<p><strong>How:<\/strong>\u00a0\u00a0\u00a0Register now\u00a0for this webinar to be presented live in North America, Latin America, Europe and Asia Pacific.<\/p>\n<p>Learn more\u00a0about proactively engaging your customers with \u201cThe Untapped Benefits of Proactive Customer Communication\u201d thought leadership paper, which was commissioned by Genesys and conducted by Forrester Consulting.<\/p>\n<p><strong>About Genesys<\/strong><br \/>\nGenesys, the world\u2019s #1\u00a0<a href=\"https:\/\/www.genesys.com\/en-gb\/platform\" data-cke-saved-href=\"https:\/\/www.genesys.com\/en-gb\/platform\">Customer Experience Platform<\/a>, empowers companies to create effortless\u00a0<a href=\"https:\/\/www.genesys.com\/en-gb\/platform\" data-cke-saved-href=\"https:\/\/www.genesys.com\/uk\/platform-services\/omnichannel-customer-engagement\">omnichannel customer experiences<\/a>,\u00a0<a href=\"https:\/\/www.genesys.com\/uk\/solutions\/customer-experience\/customer-journey\" data-cke-saved-href=\"https:\/\/www.genesys.com\/uk\/solutions\/customer-experience\/customer-journey\">journeys<\/a><u>,<\/u>\u00a0and relationships. For over 25 years, we have put the customer at the centre of all we do and passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700\u00a0<a href=\"https:\/\/www.genesys.com\/en-gb\/customer-stories\" data-cke-saved-href=\"https:\/\/www.genesys.com\/en-gb\/customer-stories\">customers<\/a>\u00a0in 120 countries to orchestrate over 25 billion\u00a0<a href=\"https:\/\/www.genesys.com\/en-gb\/customer-experience\/better-results\/migrating-your-legacy-system\" data-cke-saved-href=\"https:\/\/www.genesys.com\/en-gb\/customer-experience\/better-results\/migrating-your-legacy-system\">contact centre<\/a>\u00a0interactions per year in the\u00a0<a href=\"https:\/\/www.genesys.com\/campaign\/press-1\" data-cke-saved-href=\"https:\/\/www.genesys.com\/campaign\/press-1\">cloud<\/a>\u00a0and on-premises. For more information\u00a0visit\u00a0<a href=\"https:\/\/www.genesys.com\/en-gb\" data-cke-saved-href=\"https:\/\/www.genesys.com\/uk\">www.genesys.com\/en-gb<\/a>.<\/p>\n<p>Connect with Genesys via\u00a0<a href=\"https:\/\/twitter.com\/Genesys\" data-cke-saved-href=\"https:\/\/twitter.com\/Genesys\">Twitter<\/a>,\u00a0<a href=\"https:\/\/www.facebook.com\/Genesys\" data-cke-saved-href=\"https:\/\/www.facebook.com\/Genesys\">Facebook<\/a>,\u00a0<a href=\"https:\/\/www.youtube.com\/Genesys\" data-cke-saved-href=\"https:\/\/www.youtube.com\/Genesys\">YouTube<\/a>,\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/genesys\" data-cke-saved-href=\"https:\/\/www.linkedin.com\/company\/genesys\">LinkedIn<\/a>, and the\u00a0<a href=\"https:\/\/www.genesys.com\/en-gb\/blog\" data-cke-saved-href=\"https:\/\/www.genesys.com\/en-gb\/blog\">Genesys blog<\/a>.<\/p>\n<p><strong>Media Contacts<\/strong><br \/>\nLucille Needham<br \/>\n<a href=\"mailto:lucille.needham@genesys.com\" data-cke-saved-href=\"mailto:lucille.needham@genesys.com\">lucille.needham@genesys.com<\/a><br \/>\n0771 441 1342<\/p>\n<p>Neil Thomas<br \/>\nH+K Strategies for Genesys<br \/>\n<a href=\"mailto:genesysukteam@hkstrategies.com\" data-cke-saved-href=\"mailto:genesysukteam@hkstrategies.com\">genesysukteam@hkstrategies.com<\/a><br \/>\n0207 413 3000[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; el_class=&#8221;section_header&#8221; css=&#8221;.vc_custom_1528494718870{background-image: url(https:\/\/www.genesys.com\/media\/Newsroom.jpg?id=8353) !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text] Genesys Study Shows Proactive Customer Communication Drives Higher Customer Satisfaction Join the Genesys webinar featuring leading industry analyst Art Schoeller on November 9 and 10 to find out what\u2019s driving 40 percent of companies to see higher customer satisfaction rates [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text]FRIMLEY, ENGLAND \u2014 November 1, 2016 \u2014\u00a0Genesys\u00ae [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":0,"template":"","class_list":["post-15723","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"11\/01\/2016","meta_description":"Join the Genesys webinar featuring leading industry analyst Art Schoeller on November 9 and 10 to find out what\u2019s driving 40 percent of companies to see higher customer satisfaction rates","utm_pass":false,"asset_expiration":"","disable_chat":false,"meta_title":"","no_index":false,"no_follow":false,"meta_twitter_image":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_image":false,"meta_facebook_title":"","meta_facebook_description":""},"news_date":"2016-11-01","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/15723","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/13"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/15723\/revisions"}],"predecessor-version":[{"id":367076,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/15723\/revisions\/367076"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=15723"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}