Understanding and evaluating composable CX platforms

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Evolve CX with Customer Journey Mapping and Analytics

Consumers use countless digital channels to reach out to companies. And they expect simplicity and speed from customer service...

Ian Felder

19/03/2023

Genesys Message on Silicon Valley Bank News

With the news of the closure of Silicon Valley Bank and Signature Bank, and the unfolding situation with First Republic Bank and...

Brian Swartz

13/03/2023

3 New Genesys Cloud CX Satellite Regions Enhance Voice Quality

In today’s hyperconnected business landscape, it’s essential for multinational organisations to have a strong global presence...

Olivier Jouve

09/03/2023

Back to Basics: Contact Centre Automation

Customer experience is more complex than ever. Companies must delight savvy consumers who communicate across a growing number of...

Huiyan Wong

01/03/2023

Cultivate High-Performing Contact Centre Agents with Modern Training

Contact centres used to be all about driving agents, supervisors and management through daily drills to reach goals and metrics....

Robert Beasley

24/02/2023

4 Ways to Truly Personalise the Customer Experience in Banking

Banking products often are strikingly similar from one bank to another. While one bank might offer a slightly different rate on...

David Porter

18/02/2023

Top Customer Experience Stats to Know in 2023

The best data tells a story. When it comes to customer experience (CX), the best stories are ones of frictionless journeys,...

Claire Beatty

12/02/2023

Back to Basics: Customer Service

It’s a new year and many of us yearn for a “new normal” as we strive to put the COVID-19 pandemic behind us. While many...

Derek Smith

06/02/2023

Identify Cross-Sell vs. Up-Sell Opportunities with Journey Analytics

“Would you like fries with that?” The simple, well-known question asked at fast-food giant McDonald’s is classic example of...

Steve Offsey

01/02/2023

Now Accepting Nominations: 2023 Genesys Customer Innovation Awards

In today’s competitive business climate, what sets organisations apart is not only the customer experience (CX) they provide,...

Angela Santarossa

23/01/2023

Power Differentiated CX with Genesys and Google Cloud AI

Customer demands are evolving and contact centres are challenged to keep up. Customers want to engage with companies in the...

Travis Coleman

17/01/2023

8 Insightful Customer Journey Analytics Examples

Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve customer...

Steve Offsey

12/01/2023

Back to Basics: Workforce Engagement Management

The way we work is changing before our eyes. Millions of employees in the contact centre experienced the freedom and...

David Wasserman

06/01/2023

4 Ways Contact Centres Can Thrive Amid Economic Uncertainty

As economic uncertainty continues, contact centres must prepare for what’s next — even if they’re not sure what that...

Leslie Paterson

01/01/2023

5 Customer Experience Predictions for 2023

This year has proven to be a year filled with ups and downs. From rising consumer and employee expectations to the promise of a...

Olivier Jouve

27/12/2022

Genesys Cloud CX

Every year, Genesys^® orchestrates billions of remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.