{"id":325881,"date":"2020-07-30T07:58:57","date_gmt":"2020-07-30T14:58:57","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=325881"},"modified":"2020-07-27T08:12:55","modified_gmt":"2020-07-27T15:12:55","slug":"experience-as-a-service-turning-strategy-into-customer-and-business-benefits","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/experience-as-a-service-turning-strategy-into-customer-and-business-benefits","title":{"rendered":"Experience as a Service: Turning Strategy Into Customer and Business Benefits"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Great customer experience starts with people; it\u2019s not enough to simply innovate and deliver with leading contact centre solutions. Empathy is also a critical component in creating exceptional customer experiences and engaging customers in personalised and differentiated ways. This all creates trusted connections and loyalty \u2014 customers feel remembered, heard, understood and, most importantly, valued.<\/p>\n

In previous articles, we\u2019ve discussed different factors of moving to the cloud, including the road to artificial intelligence (AI)<\/a>, customer experience in the cloud, migrations<\/a> and change management<\/a>. In this article, I\u2019m excited to explain how Genesys helps companies around the world define Experience as a ServiceSM<\/sup><\/a> \u2014 and how we\u2019re leading with a suite of consulting services to deliver this.<\/p>\n

We’ve deployed thousands of customer experience solutions over the years and understand that a common denominator for a successful contact centre is being able to manage customer journeys. Exceptional customer experiences leverage a 360-degree view of the customer, delivering interactions at the right moments. Cloud technology enables you to accelerate innovations to better manage these customer journeys.<\/p>\n

To deliver on this, our consulting teams have seen an increase in services associated with business change and innovation. We\u2019re investing in these three key areas \u2014 data, AI and engagement tools \u2014 to help you define strategy and deliver Experience as a Service.<\/p>\n

Data<\/strong><\/p>\n

Customer interactions create a wealth of data, whether it\u2019s from voice or digital engagements, AI and behavioral data, or CRM data from integrated solutions. To deliver empathetic experiences, allowing customers to feel known and understood, you need to be able to use this data. Better still, improving employee engagement with data-driven insights will help create more personalised business-to-customer interactions<\/a>.<\/p>\n

Genesys understands that data is a critical piece that enables your employees to engage with customers in the right way, demonstrating empathy and offering personalised experiences<\/a>, being empowered by data and tools to act.<\/p>\n

Artificial Intelligence<\/strong><\/p>\n

To effectively manage and use data to improve the customer experience, you need AI tools that create real-time insights that inform personalised interactions<\/a> at crucial moments. AI empowers you to better understand customer interactions across various channels to support activity in marketing, sales and service.<\/p>\n

You can use AI-driven interactions to interpret, predict and recommend the next optimal action based on a customer\u2019s preference. Genesys Predictive Engagement tools, for example, allow you to understand and influence the journey in real time, so you can proactively improve business outcomes. In addition, bots help customers easily navigate a certain path and, where appropriate, bring the interaction to a human-driven engagement with a contact centre agent. When properly integrated into your business processes and customer treatment strategies, AI becomes a critical tool for creating truly personalised engagements.<\/p>\n

Engagement Tools <\/strong><\/p>\n

Key moments of truth, those that define the customer experience and outcome, are those that occur between the end customer and the brand through marketing, sales and service. We have the data to allow us to make Customers feel known and valued.\u00a0 We have the AI-powered insights to make their intent and needs heard. By bringing this together we able to empower the delivery of a more empathetic experience.<\/p>\n

By using engagement tools<\/a>, along with Genesys best practices, your company can define and optimise customer segments and treatment strategies. Not only will you leverage the right engagement methods, channel preferences, marketing, sales or service journey, you\u2019ll also know the path your customer traveled to get to you \u2014 and you\u2019ll have an understanding of what they need most.<\/p>\n

These tools deliver the relevant context to address customer needs \u2014 sometimes before they even contact you \u2014 to provide personalised experiences that are rooted in empathy.<\/p>\n

Our services portfolio is designed to help you use the full Genesys solution capability and execute on Experience as a Service:<\/p>\n