Charlie Godfrey

Senior Director, Innovation and Vision Team, Genesys

Charlie has spent over 20 years in the customer experience field, helping businesses translate challenges and strategic imperatives into solutions through people, process, and technology. He's considered a trusted advisor to many Fortune 500 companies, and he has been a valued partner and contributor to countless CX transformations. The advancement in power and accessibility of AI technology has become a massive enhancement to the toolkit he is able to bring to transformation strategy and discussions.

Posts By Charlie Godfrey

21/11/2023

The One Truth in Customer Experience Is the Experience Itself

Companies often are organised in such a way that they create silos. Silos in data, operations, management, vision, and...

10/09/2023

When You Should Be Anti-Self-Service in Customer Service

With the rapid growth in AI and bots, self-service applications are improving a company’s ability to understand and classify...

10/05/2022

How Creating Empathy at Scale Improves Contact Centre KPIs

A lot of companies are talking about empathy lately. Certainly, the past couple of years have been a challenge for all of...

07/06/2021

Leveraging the Power of Norm for an Empathetic Customer Experience

From 1982 to 1993, Norm Peterson entered his favourite watering hole and was greeted with a chorus of “Norm!” from the...