{"id":318137,"date":"2020-07-27T06:38:19","date_gmt":"2020-07-27T13:38:19","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=318137"},"modified":"2020-07-27T06:38:19","modified_gmt":"2020-07-27T13:38:19","slug":"sometimes-the-new-normal-is-the-old-normal-intensified","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/sometimes-the-new-normal-is-the-old-normal-intensified","title":{"rendered":"Sometimes the New Normal Is the Old Normal \u2013 Intensified"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Here\u2019s the good news: Your customers still want personalisation. Here\u2019s the not-so-good news: They want it to be truly <\/em>personal and they want it now.<\/p>\n

Everyone who attended Virtual Xperience event<\/a> heard from Tony Bates that, more than ever, \u201cYour customers want to feel a personal connection with your company.\u201d Your customers need that sense of safety, that sense of empathy. They want to know that you\u2019re in it together \u2014 with them.<\/p>\n

For a while, the experts have advised that you should simplify things for your customers with \u201ceffortless,\u201d \u201cseamless\u201d or even \u201cfrictionless\u201d customer experiences. With everything going on in the world today, your customers don\u2019t have the time or the patience to deal with a difficult interaction with you. It\u2019s important that every interaction they have with you is easy.<\/p>\n

Put yourself in your customers\u2019 shoes. You want information; you want that information quickly and easily. And you want the people you interact with to know how you prefer to consume that information, get an answer or solve an issue. If you want to use email, text or even social media, they should know that. And they should know if you\u2019d rather talk to a bot or a human.<\/p>\n

Give Your Customers Exactly What They Want with Experience as a Service<\/strong><\/p>\n

That\u2019s where the Genesys vision of Experience as a ServiceSM<\/sup><\/a> comes in. Your ability to truly understand your customer \u2013 and make them feel remembered, heard and understood \u2014 is the foundation of an empathetic customer experience.<\/p>\n

At first blush, the word empathy <\/em>might conjure up the image of the customer service rep who\u2019s kind and takes the time to sympathise with your problem as they solve it. But what if I\u2019m standing beside my broken-down car on the side of the freeway? I want you to recognise me quickly, take down necessary details, send a tow truck as quickly as possible and get me off that road. I don\u2019t want sympathy; I want results. True empathy is when you understand what your customer wants \u2014 and what they need \u2014 and then you give them exactly that experience.<\/p>\n

Interactions rooted in empathy make it easier to build trust and earn your customers\u2019 loyalty for stronger relationships and better results. In fact, the Harvard Business Review noted, \u201cLoyalty leaders grow revenues 2.5 times as fast as industry peers.\u201d<\/p>\n

And as Tony said yesterday, \u201cWhen you drive personalised experiences that are more empathetic, it creates trust. And when you create trust, you build loyalty. And that drives lifetime value.\u201d<\/p>\n

Start With Your Customers<\/strong><\/p>\n

Experience as a Service puts your customer at the centre. Genesys gives you the technology and tools to gain an understanding of each customer\u2019s needs, intent and preferences so you can provide every customer with the highly personalised experience they want.<\/p>\n

After one of these experiences, your customer feels better than when they started it. Your ability to create this comes down to three key components.<\/p>\n

    \n
  1. You need information about your customers and employees. Your contact centre is a gold mine for this data. By bringing together historical, third-party and behavioral data, Genesys technology puts your data to good use.<\/li>\n
  2. Artificial intelligence<\/a> (AI) turns that data into insights and actions. AI makes sense of massive amounts of conversation data to predict and recommend the next-right option. It automates decisions about who, when and how to engage.<\/li>\n
  3. Engagement tools set you up to match and deliver on those customer needs and wants. Create empathetic experiences across marketing, sales and service. The best engagement tools help your team know the road that customers traveled and anticipate what they need most.<\/li>\n<\/ol>\n

    Here\u2019s some good news: If you\u2019re like most businesses, personalisation was already on your radar. After all, Forrester has found that 89% of digital businesses<\/a> are investing in personalisation. Chances are, you\u2019ve already begun your journey to personalisation. You might even offer a level of personalisation that seemed sufficient for the old normal.<\/p>\n

    Now the bad news: You\u2019re out of time. Your customers want empathetic, highly personalised experiences now. And, some experiences that might have seemed good enough as recently as February no longer make the cut.<\/p>\n

    Here\u2019s the best news: Genesys will work with you to get your customer experience up to the high standards of the new normal \u2014 now.<\/p>\n

    Get a behind-the-scenes look at how an AI-powered contact centre<\/a> can bring Experience as a Service to life for you.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

    [vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Here\u2019s the good news: Your customers still want personalisation. Here\u2019s the not-so-good news: They want it to be truly personal and they want it now. Everyone who attended Virtual Xperience event heard from Tony Bates that, more than ever, \u201cYour customers want to feel a personal connection with your company.\u201d Your customers need that […]<\/p>\n","protected":false},"author":185,"featured_media":315892,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[15939,13125],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-318137","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_blogcategory-cloud-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/318137","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/318137\/revisions"}],"predecessor-version":[{"id":329538,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/318137\/revisions\/329538"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/315892"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=318137"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=318137"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=318137"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=318137"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=318137"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=318137"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=318137"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=318137"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=318137"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=318137"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=318137"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=318137"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=318137"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}