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For some time, I’ve been on a personal crusade to improve customer experience. I’ve been lucky enough to see this challenge from multiple perspectives over the years. This journey started here at Genesys as part of the R&D team, moved through the Collaboration & Contact Centre group at Cisco, the Service Cloud group at Salesforce and added the MarTech perspective from my time running Selligent. Across it all, I’ve seen a lot of good people doing their best to improve customer experience.
But too many of them have been looking at the problem from the wrong perspective. When you look at customer experience only from the viewpoint of the company that delivers the experience, you end up focused on efficiency.
Not that efficiency is a bad thing. It’s a necessary element of any business. But, it’s also not enough by itself. This over-reliance on efficiency has driven a lot of impersonal customer experiences that can’t create the loyalty and trust that are becoming even more essential as we navigate the new normal.
A year ago, I met with Tony Bates at Xperience in Denver and we talked about the convergence of contact centres, CRM and CDP data, eCommerce platforms, and marketing automation platforms. We talked about having the power of consumers providing their buying behaviours and patterns to simplify their experiences when working with companies they do business with. We talked about being able to dip into those insights to provide highly personalised experiences. In fact, Tony’s vision on Experience as a ServiceSM was so synergistic with what I was seeing in the marketplace — and with my own vision on customer experience — that I had to be a part of it.
When you put the consumer at the centre of the customer experience and use everything you know about them combined with the power of artificial intelligence (AI), you can understand their needs, intents and preferences. You can make them feel remembered, heard and understood. This is the foundation of an empathetic customer experience that gives the customer exactly what they want and need — every time they contact you. It’s also the only way to build the loyalty and trust that’s critical to business survival now. And that will continue to be a signature characteristic of successful businesses moving forward.
I joined Genesys because I believe we’re the only company that can deliver these highly personalised empathetic customer experiences at scale. This is the singular challenge every company in the industry has been trying to crack. When we deliver Experience as a Service, we provide companies all over the world with a powerful new way to connect with their customers. It’s a way for them to reduce customer churn, grow revenue and solve the frustrating problems that have, unfortunately, become standard.
The world continues to change rapidly, accelerating the move to the cloud. These rapid changes have also established the need for agile models to support activities that use to occur face-to-face, including work-from-home programs, telehealth meetings with doctors, and other immersive video experiences with clients and customers.
This creates a great opportunity for all our solutions, but especially for the Genesys Multicloud CXTM Multicloud solution, which brings Experience as a Service to the sophisticated enterprise call centre space. It offers unique flexibility with its support for public cloud, private cloud and federated configurations. It scales to meet the needs of even the largest business with unmatched stability. Security and compliance are second to none. And it benefits from solid R&D investments.
It brings together all the necessary capabilities and technologies in a single solution, including inbound and outbound, workforce management, single agent desktop, voice of the customer, digital and self-service, reporting and analytics, quality management and interaction analytics.
Yet, it’s also an open platform that connects to existing systems through APIs and pre-built integrations. And it’s supported by an extensive third-party and partner application ecosystem.
And with our global reach and the learnings from our massive installed base, the Genesys Multicloud CX becomes a critical part of the decisioning engines of these sophisticated enterprises.
None of our competitors in this space can touch this, from our breadth of applications to the unique benefits of Genesys expertise.
I feel like I’ve come back to Genesys at exactly the right time, reconnecting with previous colleagues and forming new relationships. The innovative culture of Genesys employees, customers and partners validates that customer experience has never been more important. Genesys Multicloud CX is well-positioned to define Experience as a Service for the sophisticated enterprise market and I’m looking forward to the challenge of making sure it does.
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