{"id":583146,"date":"2025-06-21T09:42:27","date_gmt":"2025-06-21T16:42:27","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/cx-leaders-reveal-their-teams-strengths-for-delivering-exceptional-experiences"},"modified":"2025-07-16T06:43:40","modified_gmt":"2025-07-16T13:43:40","slug":"cx-leaders-reveal-their-teams-strengths-for-delivering-exceptional-experiences","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/cx-leaders-reveal-their-teams-strengths-for-delivering-exceptional-experiences","title":{"rendered":"CX Leaders Reveal Their Teams’ Strengths for Delivering Exceptional Experiences"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]Ask a customer experience (CX) team leader what makes their teams stand out, and they\u2019re likely to list all-star attributes like creativity, ingenuity and technical proficiency. They\u2019ll boast about their team\u2019s ability to solve problems, think differently and adapt quickly. But they\u2019ll likely also say that it takes empathy and dedication to their customers to deliver remarkable experiences.<\/span><\/p>\n

We asked four executives to tell us how their CX staff, including agents and developers, use their strengths to provide next-level experiences that help build customer loyalty.<\/span><\/p>\n

Here are their stories.<\/span>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Empathy and Endurance at InspiriTec<\/span><\/h3>\n

When we asked Gordon Clinkscale, Chief Project Officer at<\/span> InspiriTec<\/span><\/a>, what sets his team apart in delivering exceptional customer experiences, he doesn\u2019t hesitate to reach for the imagery of comic book heroes Professor X and Captain America. The former embodies empathy \u2014 and the latter personifies endurance and loyalty.<\/span><\/p>\n

InspiriTec is a contact centre and IT support services company that empowers disabled Americans and military veterans through employment opportunities and other services. The majority of the organisation\u2019s agents (about 85%) are individuals with disabilities. This shared lived experience is the foundation for a unique and powerful ability to connect with callers \u2014 especially those facing hardship.<\/span><\/p>\n

\u201cWe’re here to serve and help people with disabilities,\u201d said Clinkscale. \u201cWhat better example than Professor X to represent our team\u2019s empathy superpower? He\u2019s known for his empathising capabilities, but also he represents our community as he\u2019s disabled.\u201d<\/span><\/p>\n

Agents at InspiriTec are exceptionally empathetic, added Clinkscale.<\/span><\/p>\n

He shared one example of an agent who went to great lengths to help a nurse who was at risk of having to stop working because of a delayed license renewal. Though InspiriTec doesn\u2019t control the licensing process, the agent\u2019s patience and empathy helped guide the nurse through the system and ensure her license was renewed before its expiration date.<\/span><\/p>\n

The nurse was so grateful that she showed up in person at the contact centre to deliver flowers and a thank-you letter to the agent who had helped turn her anxiety into relief.<\/span>\u00a0<\/span><\/p>\n

These moments aren\u2019t rare, noted Clinkscale. Whether it\u2019s assisting callers with signing up for medical assistance or supporting those seeking CHIP benefits, InspiriTec agents frequently turn difficult situations into human-centred, positive ones.<\/span><\/p>\n

\u201cMany of our agents come from situations where they were marginalised because of their disability,\u201d he said. \u201cThey truly understand the situations that callers are facing. That helps them empathise with our callers and help make them feel comfortable discussing uncomfortable issues, which provides a better experience.\u201d<\/span><\/p>\n

The Strength of Loyalty<\/span><\/h5>\n

The second superpower? Longevity and dedication \u2014 Captain America style.<\/span><\/p>\n

\u201cIn the call centre world, turnover is usually high,\u201d said Clinkscale. \u201cBut our turnover rate is significantly lower than industry standard \u2014 because they\u2019re stakeholders in our mission. Many have found not just a job, but a community and a purpose.\u201d<\/span><\/p>\n

Clinkscale shared the story of an employee who was a former US Air Force member. He joined InspiriTec; rose through the ranks; and recently retired after a long, fulfilling career.<\/span><\/p>\n

\u201cHe’s a shining example of career pathing and loyalty,\u201d said Clinkscale. \u201cHe started as an agent, moved into leadership and then retired. That kind of tenure means we retain institutional knowledge \u2014 and more importantly, we retain happy employees.\u201d<\/span><\/p>\n

Happiness and tenure go hand-in-hand at InspiriTec, which has been named a Philadelphia Inquirer \u201cTop Workplace\u201d for nine consecutive years. Together, those attributes represent loyalty that helps to enable remarkable customer experiences.<\/span><\/p>\n

Together, deep empathy and lasting commitment form the heart of how InspiriTec approaches customer experience. With the help of Genesys tools to analyse sentiment and quantify outcomes, Clinksale and his team continue to blend mission-driven service with data-driven insights<\/a>.<\/span><\/p>\n

\u201cIn every interaction, our agents bring their whole selves,\u201d said Clinkscale. \u201cThat\u2019s where empathy and loyalty come together<\/a>. That\u2019s our CX superpower \u2014 and it\u2019s working.\u201d<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Empowerment at Bon Secours Mercy Health<\/span><\/h3>\n

A true sign of empathy is using what you have \u2014 and your natural gifts \u2014 to help others. \ufffcEmpathy is at the heart of the patient experience at<\/span> Bon Secours Mercy Health (BSMH)<\/span><\/a>. For the team at BSMH, this means empowering patients and staff at its medical practices by simplifying interactions and journeys.<\/span><\/p>\n

BSMH comprises hospitals and clinical practices across the US and in Ireland. Known for its compassionate, high-value healthcare service, the ministry continually looks for ways to improve the experience for patients and clinicians.<\/span><\/p>\n

Using empathy in every customer experience interaction means \u201clooking at ways that we would want to be served and using that to guide us,\u201d said Adam Kirkendall, Director of Technology and Analytics Medical Group at BSMH. In this case, empathy isn\u2019t just about person-to-person interactions. It\u2019s also about transforming the healthcare experience across every channel into something more human, responsive and efficient for everyone involved.<\/span><\/p>\n

\u201cWe use empathy to guide us in empowering our clinical teams and patients \u2014 enabling them to use technology and AI on their respective interaction channels,\u201d said Kirkendall. \u201cIt\u2019s about allowing patients to manage their healthcare on their time \u2014 and giving the clinical staff the tools they need to have better, more informed conversations. And it improves their experience while increasing efficiency.\u201d<\/span><\/p>\n

Transference of Power<\/span><\/h5>\n

At the heart of this empowerment is self-service \u2014 especially through initiatives like integrating MyChart (from Epic Systems<\/a>). In less than two years, Bon Secours Mercy Health jumped from 4.5% of appointments being scheduled through MyChart to 20%.<\/span><\/p>\n

That shift didn\u2019t happen by accident. It was the result of intentional investment in user-centric design and AI-powered systems that make it easier for patients to take control of their care.<\/span><\/p>\n

\u201cScheduling a physical or follow-up appointment shouldn\u2019t require calling a practice,\u201d explained Kirkendall. \u201cBy moving those basic services to self-service tools, we free up our staff to help patients with more complex needs \u2014 like understanding insurance or navigating a referral.\u201d<\/span><\/p>\n

These changes are making a clear impact on the patient experience<\/a>. Patient satisfaction scores \u2014 such as Net Promoter Score and Press Ganey ratings \u2014 have improved as these tools have been rolled out.<\/span><\/p>\n

But the Patient Access Team that Kirkendall is a part of isn\u2019t just building better patient experiences. They\u2019re using empathy to deliver a better employee experience, too.<\/span><\/p>\n

With tools like Genesys Cloud Agent Copilot<\/a>, frontline agents are now equipped with real-time information when a call comes in. This reduces the need to guess why a patient is calling; now, they\u2019re ready to help immediately, with context and confidence.<\/span><\/p>\n

\u201cWe\u2019re empowering our teams to have better conversations,\u201d said Kirkendall. \u201cInstead of transferring a call around, they can better serve the patient the first time.\u201d<\/span><\/p>\n

A Team That Leans Forward<\/span><\/h5>\n

What makes empathy so powerful at BSMH is the mindset behind it. Kirkendall\u2019s team doesn\u2019t settle.<\/span><\/p>\n

\u201cWe\u2019re always looking forward,\u201d he said. For example, the ministry skipped basic bots in favor of AI assistance<\/a> to have a greater impact.<\/span><\/p>\n

And recently, his team took the initiative to develop and roll out a voice AI solution for orthopedic practices at BSMH. \u201cThey figured it out, built it and it\u2019s launching in June,\u201d said Kirkendall. \u201cThey\u2019re learning, growing and seeing their work directly impact the ministry and patient experience.\u201d<\/span><\/p>\n

From outbound SMS campaigns to AI-driven conversations, the team isn\u2019t waiting to be told what to do \u2014 they\u2019re leading the way and using empathy as a guide. \u201cThey\u2019re running with ideas, solving real problems and helping to shape the future of patient care.\u201d<\/span><\/p>\n

Ultimately, the changes at BSMH show what can happen when a company uses empathy to harness technology that empowers people \u2014 patients and providers alike \u2014 to connect more meaningfully, act more confidently and spend time where it matters most.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Communication and Commitment at Bci Bank<\/span><\/h3>\n

When a team operates across countries, time zones and cultures, chaos might seem inevitable. But at<\/span> Bci Bank<\/span><\/a>, that complexity \u2014 coordinating over 100 CX employees, 30 departments and multiple technology platforms \u2014 has become a strategic advantage, thanks to the team\u2019s unique ability to truly understand one another.<\/span><\/p>\n

For Cristian Vejar Rodr\u00edguez, Chief Customer Service Project Officer at Bci Bank, this skill is more than communication. It\u2019s a deeply ingrained competence that helps to bridge languages, disciplines and perspectives.<\/span><\/p>\n

\u201cWe act as the orchestrator,\u201d he explained. \u201cThe technical team speaks in code; the CX teams use customer-centric terms; IT has its timelines; and the business teams have their requirements. We connect it all through a CX and project-oriented vision.\u201d<\/span><\/p>\n

This bridge-building capability helped Bci carry out a massive transformation to the Genesys Cloud\u2122 platform<\/a>. The team didn\u2019t just migrate systems \u2014 they reimagined operations across three main business areas (Retail CCSS, Brokerage and Wholesale), two countries (Chile and Colombia), and multiple customer service centres.<\/span><\/p>\n

The scale of the project was extensive: more than 850 employees across 12 sites and coordinated across about 30 internal departments. Vejar\u2019s team collaborated with a team of both internal and external stakeholders, integrating the three business units \u2014 each with an empowered leader, accountable responsibilities and technical expertise. Despite the magnitude, the team remained aligned and focused on a single goal \u2014 delivering the best possible customer experience.<\/span><\/p>\n

What made all that possible? Their team is committed to customers.<\/span><\/p>\n

\u201cEveryone gives their best, with excellence. If someone doesn\u2019t know something, they ask \u2014 and that\u2019s another reason why communication is our strength,\u201d said Vejar. \u201cWe\u2019re all committed to the goal, and that goal is the customer.\u201d<\/span><\/p>\n

Open Communication Fosters Shared Commitment<\/span><\/h5>\n

These communication skills and commitment directly<\/span> translate into customer benefits<\/span><\/a>. For example, when Bci adopted Genesys, the bank used an experimental environment to conduct tests before going live. Internal and external users from both countries \u2014 including executives \u2014 participated in \u201cfriends and family\u201d style testing to identify issues in advance.<\/span><\/p>\n

And when launch day arrived, the team was ready. With over 50 training sessions delivered across the three areas for various roles, the team was prepared to address questions on the ground \u2014 even the simplest ones like \u201cHow do I hang up a call?\u201d \u2014 by embedding real-time support teams.<\/span><\/p>\n

\u201cWe coordinated regularly with the implementation provider and the brand through multiple weekly syncs. For escalations, we reached out via WhatsApp to the Genesys project manager, the commercial team or others, if needed. That\u2019s how tight the timeline was \u2014 and that\u2019s how connected we were,\u201d added Vejar.<\/span><\/p>\n

The CX transformation<\/a> at Bci Bank proves what\u2019s possible when a team not only works together but truly understands one another.<\/span><\/p>\n

Because when everyone is committed \u2014 and everyone speaks the shared language of customer care \u2014 the outcome isn\u2019t just a successful implementation. It\u2019s a better experience for everyone.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Transformation and Time Travel at Conduent<\/span><\/h3>\n

At<\/span> Conduent<\/span><\/a>, improving experiences isn\u2019t just about technology \u2014 it\u2019s about transformation.<\/span><\/p>\n

\u201cOur strength is our ability to navigate transformation that modernises our clients\u2019 operations and pivots them toward a digital-first approach<\/a>,\u201d said DeJon Gaines, CIO, Customer Experience Management, at Conduent. \u201cWe\u2019ve spent years honing our skills in cloud migration and modernisation.\u201d<\/span><\/p>\n

But Gaines doesn\u2019t stop at platforms or tools. For him, the real magic lies in something more human that enables transformation: perspective and insights.<\/span><\/p>\n

Gaines and his team attain perspective by looking back so they can inform on how to move forward strategically. It underlies the way they use transformation to blend previous experiences with forward-thinking design. Those insights are drawn from years spent assisting organisations across industries to help transform their customer experience and evolve the technology that powers it.<\/span><\/p>\n

\u201cEvery time a client engages us,\u201d said Gaines, \u201cwe metaphorically step into a time machine to journey back to their CX beginnings \u2014 the legacy systems, the missed opportunities, the pain points that led them to us. We then coauthor a new future; one that\u2019s digital-first, cloud-powered and insight-driven.\u201d<\/span><\/p>\n

The Power of Perspective<\/span><\/h5>\n

\u201cWe don\u2019t just lift and shift our recommendations and counsel. We rewind and reimagine,\u201d he explained. \u201cWe embed analytics from Day One, capturing the Voice of the Customer across every channel. That becomes the foundation for a customised roadmap. It\u2019s not one-size-fits-all. It\u2019s smarter, faster and deeply humanlike.\u201d<\/span><\/p>\n

One powerful example comes from a healthcare client that had adopted Genesys Cloud but struggled to maximise the value of the platform\u2019s capabilities. Initially, the company brought in Conduent to support the \u201cpeople and process\u201d elements of the \u201cpeople, process, technology\u201d equation. But the client quickly realised the benefits of Conduent handling the technology, too.<\/span><\/p>\n

His team\u2019s experience meant they didn\u2019t need to ramp up or figure things out as they went. They delivered a more seamless, cost-effective migration and accelerated adoption.<\/span><\/p>\n

\u201cWhen it comes to transformation, we know what works best,\u201d he said. \u201cClients love that we\u2019re proactive and forward-thinking. It\u2019s just what we do.\u201d<\/span><\/p>\n

At the heart of this is a deep respect for both legacy and innovation. \u201cWe listen to the voice of the customer<\/a>,\u201d said DeJon. \u201cWe use data to shape the journey. And we do it with empathy, insight and a sense of what\u2019s possible.\u201d<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]Building better relationships with your customers starts with employees.\u00a0Read more stories about how leading brands worldwide are making CX their competitive differentiator<\/a> by starting with exceptional employee experiences.\u00a0<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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