Customer Journey Management

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

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

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

Taking a Step-by-Step Approach to a Cloud CX Evolution

Desmond Tutu once said “… there is only one way to eat an elephant: one bite at a time.” He meant that overwhelming and...

Guillaume Lardeux

23/05/2023

The Future of Contact Centre Tech: Experience Orchestration

The speed of contact centre technology innovation is moving faster than a Ferrari at a Grand Prix. That’s why, during the...

Ginger Conlon

01/05/2023

Eliminate Bad Experiences That Kill Customer Loyalty

Genesys new benchmarking report “The State of Customer Experience,” has the verdict on customer experience (CX) worldwide....

Claire Beatty

08/04/2023

Evolve CX with Customer Journey Mapping and Analytics

Consumers use countless digital channels to reach out to companies. And they expect simplicity and speed from customer service...

Ian Felder

19/03/2023

Top Customer Experience Stats to Know in 2023

The best data tells a story. When it comes to customer experience (CX), the best stories are ones of frictionless journeys,...

Claire Beatty

12/02/2023

Back to Basics: Customer Service

It’s a new year and many of us yearn for a “new normal” as we strive to put the COVID-19 pandemic behind us. While many...

Derek Smith

06/02/2023

Identify Cross-Sell vs. Up-Sell Opportunities with Journey Analytics

“Would you like fries with that?” The simple, well-known question asked at fast-food giant McDonald’s is classic example of...

Steve Offsey

01/02/2023

8 Insightful Customer Journey Analytics Examples

Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve customer...

Steve Offsey

12/01/2023

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.