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Fresh Angles on AI, Data and Personalisation in CX

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Transform CX and EX with AI-Powered Experience Orchestration

The entrance of digitally savvy younger generations into the workforce is quickly reshaping today’s customer experience (CX)...

Brett Weigl

02/04/2024

Using Real-Time Analytics to Create Fluent Customer Interactions

Artificial intelligence (AI) tools have become ubiquitous in all parts of our lives — and they’re continually improving to...

Elcenora Martinez

14/03/2024

Voice of the Customer: Build Loyalty One Touchpoint at a Time

I bought shoes based on a LinkedIn post. A customer was raving about how excited he was to get his new running shoes only to end...

Lauren Miller

07/03/2024

Connect the Dots in Your Data with Customer Journey Analytics

In today’s digital landscape, customer interactions have grown in complexity and have spread across multiple channels. Yet, the...

Ian Felder

14/02/2024

Position Your Contact Centre as a Strategic CX Hub

Customer data is the lifeblood of customer-centric organisations. They thrive because they use unique insights to create truly...

Ginger Conlon

06/02/2024

Use Data to Drive Empathetic Service in Government

Data integration is not a new concept. It’s been a challenge for many years as agencies try to share data while also...

Genesys

07/01/2024

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...

Charlie Godfrey

21/11/2023

5 Customer Experience Transformation Tactics to Use Now

The mantra in sales is “Always be closing.” In customer experience it’s “Never stop innovating and optimising.” The...

Ginger Conlon

21/11/2023

3 Ways to Transform the Insurance Customer Experience

The insurance industry’s current messaging to consumers focuses on price. Along with that is an attempt to pivot toward...

Manan Sagar

16/11/2023

3 Ways to Exceed Customer Expectations in Banking

In the banking industry, product differentiation is exceptionally difficult. And customer experience is where financial services...

David Porter

20/09/2023

Diagnosing the Empathy Gap in Healthcare Patient Experiences

Delivering exceptional healthcare encompasses more than what happens in the examination room. Modern healthcare providers are...

Mark Stanley

12/09/2023

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...

Charlie Godfrey

10/09/2023

Nonprofits Gain Insights Into Donor Habits with Customer Journey Management

Bank closures. Rising interest rates. Persistent inflation. Economic conditions in the US and abroad could indicate a recession...

Michael McClelland

16/08/2023

Genesys Named Gartner® Magic Quadrant™ for Contact Centre as a Service Leader

I’m incredibly honoured to share two important industry recognitions that Genesys has received this week from Gartner. ...

Olivier Jouve

09/08/2023

5 Customer Experience Priorities That Boost the Bottom Line

There’s no mistaking the impact customer experience (CX) has on business: 86% of consumers worldwide say a company is only as...

Ginger Conlon

06/07/2023

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.