Driven by Experiences Inside the Contact Centre and Beyond
We recently visited Ferrari headquarters in Maranello, Italy, with some Genesys customers and met with Ferrari technical experts. Throughout the three days, the group discussed the shared vision of using modern CX technology to deliver exceptional experiences as well as the value of data, innovation and teamwork in the contact centre — and on the racetrack.
Nespresso
Customer experience is critical to Nespresso, a pioneer in portioned coffee delivered around the world, direct to consumers and businesses. As a premium brand delivering a premium product, Nespresso strives to deliver an experience that matches its product offering — innovating for both customers and employees.
The company uses Genesys Workforce Engagement Management for planning and forecasting and to enhance the employee experience and, ultimately, improve its customer experience.
“With Genesys technology, it’s about delivering a better experience to our people so they can better serve our customers,” said Dan Cohen, Head of Customer Relationship Centre, Nestle UK.
Learn more about how Nespresso uses Genesys to transform its CX through voice, digital, AI, workforce management and the Genesys AppFoundry® Marketplace.
Watch the Nespresso video.
TechStyle Fashion Group
TechStyle is the global fashion retailer known for its membership-based digital brands, including JustFab, Fabletics and Savage X Fenty. By replacing NICE inContact with Genesys Cloud, TechStyle leverages flexibility to handle retail peaks and seamlessly builds and embeds custom solutions.
“We wanted a sustainable, long-term partnership, and Genesys has been everything we hoped it would be,” said Jack Roberts, Director, GMS Technology and Applications, TechStyle Fashion Group.
Learn how Genesys helps TechStyle stand out in the world of eCommerce by creating personalised end-to-end experiences with digital and AI.
Watch the TechStyle video.
KPN
When KPN chose Genesys as its all-in-one omnichannel solution, the leading telecom company in the Netherlands was able to make strides toward its goals of personalisation.
“Genesys enables us to connect all the dots in the customer journey, make it more seamless and find positive trends to increase our customer scores,” said Martijn Franssen, Sr. Director Digital Customer Development at KPN.
Learn more about the KPN journey to deliver personalised customer and employee experiences in its virtual contact centre.
Watch the KPN video.
Goodleap
Goodleap, a financial technology platform that supports sustainable home improvement loans, leverages Genesys Cloud for growth, resilience and scalability.
For the company, personalised CX is about creating empathy and leveraging data for customer context. This provides Goodleap agents with the right intelligence to follow up with interactions, build business processes that excite and delight their customers, and improve its Net Promoter Score.
Workforce engagement management has enabled Goodleap to improve outbound calls and scheduling for contact centre agents and administrative help desk team members.
“Genesys Cloud supports our exponential growth, enables us to scale at will and drove insane increases in productivity,” said Alice Cathcart, Chief Information Officer at Goodleap.
Watch the Goodleap video.
Driven to Succeed
Genesys technology and the data it provides empowers companies to orchestrate new experiences — putting real-time, personalised data at their fingertips to make winning decisions for customers and employees. Thinking one step ahead and combining the right data, AI and predictive capabilities allows these companies to deliver experience orchestration.
Watch more videos of Genesys customers at Ferrari to see how the power of data, innovation, technology and teamwork can accelerate the customer and employee experiences.
