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Announcing the 2024 Genesys Customer Innovation Awards Finalists

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Web Messaging Creates Empathetic Conversations at Rabobank

It’s a common misconception that digital technologies make customer interactions more efficient and less personal. But by using...

Claire Beatty

24/03/2024

Combine Social Media and CX to Listen and Respond to Customers

Social media is a powerful tool for connecting people across the globe. Now more than ever, consumers are reaching out to...

Olivier Jouve

29/02/2024

Customer Service Primer: Contact Centre CRM Systems

Managing customer relationships has never been more critical for contact centres at the front line of customer service. Failure...

Genesys

21/02/2024

Prepare for Tomorrow: Contact Centre Technology Decisions to Make Today

Business and tech trends are dynamic. Some accelerate while others lose value as more innovative solutions emerge. To make the...

Jason Alley

10/01/2024

Partners in Prevention: The Insurer-Policyholder Relationship Is Evolving

Digital transformation has disrupted many industries. In insurance, it’s brought near-instant underwriting, automated claims...

Manan Sagar

09/01/2024

Don’t Make Assumptions in Multigenerational CX Planning

Gartner defines customer personas as “archetypal representations of existing subsets of your customer base who share similar...

Robert Harris

08/01/2024

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

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

Harnessing the Value of Customer Loyalty and Retention

A bad customer experience is more than frustrating. For some consumers, just one bad experience — a dropped call, dead-end bot...

Zaheer Gilani

16/11/2023

AI in Customer Experience Is All About Frontline Employees

“Is AI going to take over the work we’re doing in the contact centre?” Brad Cleveland, Founding Partner and Senior...

Ginger Conlon

12/11/2023

Do’s and Don’ts of a Cloud Contact Centre Migration

Revolutionising how businesses operate and serve their customers, cloud computing arguably stands as the most significant...

Allan Shields

24/10/2023

Insurance Relationships: Rethink and Revitalise

When consumers decide to purchase insurance policies online, they expect the process to be simple, intuitive and fast — just...

Manan Sagar

08/10/2023

Meet Customers Where They Are with Asynchronous Messaging

Digital channels are overtaking voice in the contact centre as consumers seek speed and efficiency in their service...

Cristina Vargas

04/10/2023

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

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

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.