{"id":483906,"date":"2023-07-18T08:28:21","date_gmt":"2023-07-18T15:28:21","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=483906"},"modified":"2023-09-15T01:15:10","modified_gmt":"2023-09-15T08:15:10","slug":"unlocking-customer-delight-exploring-the-power-of-generative-ai-in-customer-experience","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/unlocking-customer-delight-exploring-the-power-of-generative-ai-in-customer-experience","title":{"rendered":"Unlocking Customer Delight: Exploring the Power of Generative AI in Customer Experience"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">Frost &amp; Sullivan Analyst Webinar<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Unlocking Customer Delight: Exploring the Power of Generative AI in Customer Experience<\/h1>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]In 2023, one of the top priorities in customer experience is enabling customers to complete all their interactions through digital channels if they prefer. This approach has shown to increase customer satisfaction, expedite issue resolution and reduce the cost of service.<\/p>\n<p>Genesys has achieved a strong position on the 2023 European Cloud Contact Centre Frost Radar\u2122, indicating its market leadership in Europe. The company continues to demonstrate growth and innovation, particularly in enhancing its conversational AI and journey analytics capabilities. With its history of making AI useful and usable for customer experience, Genesys can help organisations take advantage of Predictive, Conversational and Generative AI to enhance their customers\u2019 experiences.<\/p>\n<p>To delve deeper into these topics, join the team from Genesys and Alexander Michael, VP at Frost &amp; Sullivan, in an inspiring session, which will cover:<\/p>\n<ul>\n<li>Best practices for building an effective digital strategy.<\/li>\n<li>How Generative AI amplifies the value of AI for customer experience through real-world use cases.<\/li>\n<li>Guidance on how to leverage predictive, conversational and generative AI for digital.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7014X000002iY7cQAE\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/483906?thankyou=483906&page_type=webinars&page_attr=Analyst\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/483906\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/483906\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"483906\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Centre Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations\/Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch Now!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch Now!\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;7787&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Alexander Michael<\/strong><br \/>\nGlobal Practice Leader, Information &amp; Communications Technology<br \/>\nFrost &amp; Sullivan<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;319211&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Claire Beatty<\/strong><br \/>\nSenior Director, Thought Leadership<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;485958&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Steve Barratt<\/strong><br \/>\nDigital Sales Specialist, EMEA<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;485961&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Simon King<\/strong><br \/>\nSenior Solution Consultant<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] Frost &amp; Sullivan Analyst Webinar [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]In 2023, one of the top priorities in customer experience is enabling customers to complete all their interactions through digital channels if they prefer. This approach has shown to increase customer satisfaction, expedite issue resolution and reduce the cost of service. Genesys has achieved a strong position [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[14850],"tax_bundle":[15273],"tax_contenttheme2":[],"tax_capability_sitewide":[16209,16260],"tax_products_programs":[16489,17531],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-483906","webinars","type-webinars","status-publish","hentry","webinar_type-analyst","tax_contenttheme-improve-customer-experience-en-gb","tax_bundle-genesys-ai-en-gb","tax_capability_sitewide-ai-and-automation-en-gb","tax_capability_sitewide-digital-en-gb","tax_products_programs-genesys-ai-en-gb","tax_products_programs-genesys-cloud-cx-en-gb"],"acf":{"meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","is_on_demand":false,"w_sdate":"09\/14\/2023 12:00 am","w_edate":"09\/14\/2023 12:00 am","w_scope":"single","w_single_timezone":"","item_nav_hide":"no","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"w_tycontent":"","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":486087,"post_author":"949","post_date":"2023-08-03 06:46:33","post_date_gmt":"2023-08-03 13:46:33","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h6 class=\"text-black\">Checklist<\/h6>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h1 class=\"text-black\">Supercharge customer experience teams with AI<\/h1>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][mktoform form_p_target=\"custom\" cta_button=\"Download the checklist\" cid_id=\"7014X000001z0fE\" url=\"https:\/\/library.genesys.com\/m\/2d233bd060b82b68\/original\/Supercharge-your-CX-workforce-with-AI_EN.pdf\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text]Your business succeeds when customers get what they want and need. And to consistently deliver on that brand promise, you need an exceptional workforce.\r\n\r\nWith a modern workforce engagement management (WEM) solution that strategically leverages AI, you can build a team that elevates the customer experience and increases loyalty.\r\n\r\n<strong>Download the checklist<\/strong> to find out how.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_single_image image=\"560151\" css=\"\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"Supercharge your CX workforce with AI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"supercharge-your-cx-workforce-with-ai","to_ping":"","pinged":"","post_modified":"2025-09-16 07:12:51","post_modified_gmt":"2025-09-16 14:12:51","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/supercharge-your-cx-workforce-with-ai","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":480864,"post_author":"49","post_date":"2023-06-20 08:17:39","post_date_gmt":"2023-06-20 15:17:39","post_content":"[vc_section g_section_text=\"white\" m_background_color=\"bgc-light-blue\" flair=\"%5B%7B%22flair_image%22%3A%22462801%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"7\/12\"][vc_column_text]\r\n<p class=\"resource-type text-16 font-weight-bold\">Frost &amp; Sullivan Report<\/p>\r\n\r\n<h1>Frost Radar\u2122: European Cloud Contact Centre Market, 2023<\/h1>\r\n[\/vc_column_text][vc_column_text]Genesys is a top provider of cloud-based contact centres worldwide with over three decades of experience in both on-premises and cloud contact centre solutions.\r\n\r\nOur depth and breadth of solutions; packaged use case offerings; expertise; and execution of digital and artificial intelligence (AI)-powered software capabilities are complemented by unparalleled local presence and support.\r\n\r\nThat\u2019s why Genesys has outperformed the competition for the second time in a row in the Frost Radar\u2122: European Cloud Contact Centre Market, 2023 report.[\/vc_column_text][\/vc_column][vc_column width=\"5\/12\" el_id=\"form\"][mktoform form_p_target=\"custom\" ar_status=\"Asset\" cid_id=\"7014X000002iWzdQAE\" url=\"https:\/\/library.genesys.com\/m\/6f00d06db422ccfd\/original\/EN_GB-Frost-Radar-European-Cloud-Contact-Center-Market-2023_Genesys.pdf\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column offset=\"vc_hidden-sm vc_hidden-xs\"][vc_column_text]<strong>Being named a growth and innovation leader for the region demonstrates that Genesys has the technology and ecosystem to help businesses build trust and loyalty by enabling them to orchestrate differentiated experiences.<\/strong>\r\n\r\nDownload the 2023 report to see why Genesys is a leader, including:\r\n<ul>\r\n \t<li>Reinvigorating a regional focus that drives cloud business momentum, expansion across new market segments and established strategic partnerships<\/li>\r\n \t<li>Leading the cloud contact centre market with the robust Genesys Cloud\u2122 platform that delivers omnichannel, digital, AI, journey management and analytics, and workforce engagement management (WEM) services<\/li>\r\n \t<li>Providing one of the industry\u2019s broadest cloud customer experience (CX) and employee experience (EX) solutions with high\u2010quality native features, a simple user interface, customisation capabilities, and industry\u2010specific expertise<\/li>\r\n \t<li>Enhancing digital capabilities, including conversational AI, journey analytics and an intuitive agent experience through continuous product updates and new acquisitions<\/li>\r\n<\/ul>\r\n\u201cGenesys continues to demonstrate a high level of market leadership in both growth and innovation across Europe.\u201d\r\n<p class=\"text-12\">\u2014 Frost Radar\u2122: European Cloud Contact Centre Market, 2023 report<\/p>\r\n[\/vc_column_text][\/vc_column][vc_column offset=\"vc_hidden-lg vc_hidden-md\"][vc_column_text]\r\n\r\nDownload the 2023 report to see why Genesys is a leader, including:\r\n<ul>\r\n \t<li>Reinvigorating a regional focus that drives cloud business momentum, expansion across new market segments and established strategic partnerships<\/li>\r\n \t<li>Leading the cloud contact centre market with the robust Genesys Cloud\u2122 platform that delivers omnichannel, digital, AI, journey management and analytics, and workforce engagement management (WEM) services<\/li>\r\n \t<li>Enhancing digital capabilities, including conversational AI, journey analytics and an intuitive agent experience through continuous product updates and new acquisitions<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][vc_column][component_button primary_cta=\"url:%23form|title:Get%20the%20report\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"Frost Radar\u2122: European Cloud Contact Centre Market, 2023","post_excerpt":"","post_status":"draft","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"frost-radar-emea-cloud-contact-center-services-2023","to_ping":"","pinged":"","post_modified":"2023-06-26 15:24:15","post_modified_gmt":"2023-06-26 22:24:15","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=480864","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":488855,"post_author":"853","post_date":"2023-08-23 07:34:09","post_date_gmt":"2023-08-23 14:34:09","post_content":"","post_title":"Generative AI 101","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"generative-ai-101","to_ping":"","pinged":"","post_modified":"2023-08-23 07:37:20","post_modified_gmt":"2023-08-23 14:37:20","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/generative-ai-101","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":490308,"post_author":"1034","post_date":"2023-09-04 00:56:49","post_date_gmt":"2023-09-04 07:56:49","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column offset=\"vc_hidden-lg vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_column_text]Automation, driven by generative AI and conversational AI-powered solutions like virtual agents, voicebots and chatbots, and new advanced agent-assist capabilities, is playing an increasingly important role in improving customer service and transforming customer experience (CX). Combining generative AI, a type of artificial intelligence that can generate a more intelligent and human-like set of responses, with an enterprise conversational AI platform that provides orchestration, context and connectivity, creates the potential to enhance customer service in many new ways.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<strong><em>This article was written by Hardy Myers, SVP of Business Development and Strategy at Cognigy, a Genesys AppFoundry Partner.<\/em><\/strong>\r\n\r\nAutomation, driven by generative AI and conversational AI-powered solutions like virtual agents, voicebots and chatbots, and new advanced agent-assist capabilities, is playing an increasingly important role in improving customer service and transforming customer experience (CX). Combining generative AI, a type of artificial intelligence that can generate a more intelligent and human-like set of responses, with an enterprise conversational AI platform that provides orchestration, context and connectivity, creates the potential to enhance customer service in many new ways.\r\n\r\nWhile <a href=\"https:\/\/www.genesys.com\/blog\/post\/modern-contact-center-ai-the-power-and-possibility?post_type=blog&amp;p=488127\" target=\"_blank\" rel=\"noopener\">generative AI and conversational AI<\/a> are somewhat similar, they also have significant differences. By leveraging their combined capabilities, this dynamic duo is poised to deliver new, transformative customer experiences at scale. Let\u2019s take a deeper look at these two distinct types of AI \u2014 starting with conversational AI.\r\n\r\nConversational AI uses artificial intelligence to understand human language and the intent behind it, i.e., what a customer wants to do. That combined with the ability to integrate with backend systems and orchestrate service processes means that a virtual agent assisting a customer calling from home or texting on iMessage, has nearly the same power to solve problems as an agent in a contact centre. For example, by understanding the customer needs a refund for a cancelled flight, it can gather the required information (customer name, date of birth, flight number etc.) and then use that to access multiple systems like a CRM, reservation and accounting solutions to seamlessly carry out this process via self-service. Customers feel empowered and that their time and effort are respected. Agents are relieved of repetitive, low-complexity and high-volume tasks.\r\n\r\nGenerative AI uses deep learning algorithms (large language models) trained on huge data sets to generate informed outputs from its analysis of inquiry-specific data and context. The outputs can take various forms, including text, images, audio, and other types of media. This makes generative AI a valuable tool for a wide range of applications, including content creation, product design and development, and customer service.\r\n\r\nFor customer service and contact centre applications, Cognigy believes that generative AI \u2014 combined with conversational AI via the integration to an enterprise conversational AI platform \u2014 can:\r\n<ul>\r\n \t<li>Enhance the user experience through advanced AI-powered conversations tailored to the individual customer\u2019s context and preferences as well as an enterprise\u2019s specific data set<\/li>\r\n \t<li>Improve agent performance by providing significant \u201cagent-assist\u201d capabilities, including language, identity, sentiment, knowledge and conversation summarisation for wrap-up<\/li>\r\n \t<li>Streamline the development and deployment of truly conversational virtual agents and voicebots and chatbots to increase efficiency<\/li>\r\n<\/ul>\r\nIt\u2019s also important to note that without the integration to and combination with an enterprise conversational AI platform, generative AI has limited enterprise utility because it:\r\n<ul>\r\n \t<li>Doesn\u2019t know company-specific information or use cases<\/li>\r\n \t<li>Can\u2019t do anything transactional as it\u2019s not connected to an enterprise\u2019s backend systems<\/li>\r\n \t<li>Can\u2019t communicate with an enterprise\u2019s customers as it\u2019s not connected with an enterprise\u2019s front-end voice and digital communication systems<\/li>\r\n \t<li>Can\u2019t collaborate with an enterprise\u2019s agents as it\u2019s not capable of effecting the handover of a human-to-machine conversation to a human-to-human conversation<\/li>\r\n<\/ul>\r\n<h2>The AI Effect for Improving CX and Agent Experiences<\/h2>\r\nGenerative and conversational AI-based automation will significantly <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/contact-center-ai-bridges-gaps-in-agent-and-customer-connections\" target=\"_blank\" rel=\"noopener\">benefit most contact centres<\/a> because it eliminates repetitive and time-consuming transactional tasks. This ultimately frees up agents to focus on more complex and creative tasks.\r\n\r\nAI-based automation will also facilitate the execution of large volumes of customer interactions during peak periods (machines don\u2019t need time off) while providing rapid, personalised and accurate responses to customer inquiries. This significantly reduces the need for agent involvement in many customer interactions.\r\n<h2>Transforming Customer and Agent Experiences with AI<\/h2>\r\nAt Cognigy, we believe that having the right blend of generative AI and conversational AI in a contact centre has the potential to completely transform how automated solutions are delivered in the customer experience.\r\n\r\nThe\u00a0<a href=\"https:\/\/www.cognigy.com\/blog\/v4.45\" target=\"_blank\" rel=\"noopener\">adoption of generative AI<\/a> will transform customer service and contact centres by creating advanced conversational experiences and driving efficiency. Several use cases include:\r\n<ul>\r\n \t<li>Dynamic \u201con-demand\u201d personalisation of responses based on individual context<\/li>\r\n \t<li>Improved entity extraction and slot filling<\/li>\r\n \t<li>Auto-summarisation and note generation for After Call Work<\/li>\r\n \t<li>Contextual and individually tailored suggested responses for Agents<\/li>\r\n \t<li>Sentiment analysis<\/li>\r\n \t<li>Automatic generation of conversation flows, intents examples and lexicons<\/li>\r\n<\/ul>\r\nThe Cognigy Generative and Conversational AI automation platform is <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/40041a98-e8f9-4aac-b298-59b121c8c979\" target=\"_blank\" rel=\"noopener\">available in the Genesys AppFoundry<sup>\u00ae<\/sup> Marketplace<\/a> \u00a0to enhance your Genesys Cloud\u2122 solution. Together, you can create an AI-first contact centre with individually personalised, fully automated experiences \u2014 from conversational IVR and self-service to proactive agent assist \u2014 on every voice and digital channel. To learn more, watch this Cognigy webinar \u201c<a href=\"https:\/\/www.cognigy.com\/chatgpt-customer-webinar\" target=\"_blank\" rel=\"noopener\">2023 ChatGPT Customer Webinar.<\/a>\u201d[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Conversational and Generative AI: The Dynamic Duo for Contact Centres","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"conversational-and-generative-ai-the-dynamic-duo-for-contact-centers","to_ping":"","pinged":"","post_modified":"2024-03-07 04:44:48","post_modified_gmt":"2024-03-07 12:44:48","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/conversational-and-generative-ai-the-dynamic-duo-for-contact-centers","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/P9MaMMDVG4c\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>"},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/483906","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/49"}],"version-history":[{"count":12,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/483906\/revisions"}],"predecessor-version":[{"id":491822,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/483906\/revisions\/491822"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=483906"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=483906"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=483906"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=483906"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=483906"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=483906"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=483906"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=483906"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=483906"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=483906"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=483906"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}