AI and Machine Learning

Behind the AI Hype: Dispelling 10 Contact Centre Misconceptions

More than three-quarters of senior business leaders agree that artificial intelligence (AI) will be a critical part of their...

Ginger Conlon

19/11/2023

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

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

Modernise the Contact Centre Back Office with Automation and Task Routing

Consumers expect more from businesses than ever before — and many organisations are struggling to keep pace. Eighty-six...

Ricardo Solano

12/09/2023

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

Modern Contact Centre AI: The Power and Possibility

Judging by recent AI news, generative AI is the only form of AI that matters — and it’s the only one that’s relevant for...

Jane Hendricks

30/08/2023

Modern Contact Centre AI: The Power and Possibility

Judging by recent AI news, generative AI is the only form of AI that matters — and it’s the only one that’s relevant for...

Jane Hendricks

15/08/2023

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

Customer Experience Management Challenges and Opportunities for Digital-Native Organisations

If you’re just playing catch-up with your customer service, your brand will likely fall behind. Make omnichannel customer...

Genesys

01/08/2023

Bringing Generative AI Automation to the Contact Centre

As the prominence of ChatGPT rises, companies are increasingly integrating it into their customer experience initiatives....

Andy Pandharikar

12/07/2023

Contact Centre AI Bridges Gaps in Agent and Customer Connections

There’s a new dawn in the role of the contact centre agent. Over the last decade, the maturity of conversational artificial...

Sean Rooney

18/06/2023

Creating New Value for Customers with Generative AI

Earlier this year, we shared our thoughts on generative artificial intelligence (AI) and the considerations we’re applying at...

Olivier Jouve

05/06/2023

Why It’s Time to Invest in Your Banking Customer Experience

Market swings are nothing new. However, today we see volatility all around us: supply chain challenges, spiking energy costs,...

David Porter

12/05/2023

Genesys Cloud

Every year, Genesys^® orchestrates billions of remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.