Customer Journey Management

02/05/2025

Building a Customer Journey Framework for Optimal Engagement

Modern customers expect more than just great customer service — they expect every interaction with your brand to feel...

Cristina Vargas

06/04/2025

How to Develop an Effective Customer Journey Management Plan

If you hope to distinguish your brand in today’s competitive business landscape, it’s essential that you have the ability to...

Cristina Vargas

11/03/2025

Why Contact Centres Are Central to Improving the Patient Experience

In the ever-evolving healthcare landscape, patient experience has become central to every healthcare provider. Healthcare...

Steve Leaden

02/03/2025

Uncovering Value with Consumer Insights Analytics

Across industries, customers are the source of revenue and profitability. This is clearly true for retail and financial service...

Jane Hendricks

21/02/2025

The E-commerce Customer Journey: Best Practices for 2025

In the ever-evolving world of E-commerce, understanding the customer journey is critical for staying competitive and ensuring...

Cristina Vargas

19/02/2025

Mapping the Buyer Journey: Strategies for Business Success

It’s extremely important for any business that wants to drive better results to understand how customers move from seeing...

Cristina Vargas

19/02/2025

Using Customer Experience Marketing to Build Brand Loyalty

Consumers today want more. They seek meaningful relationships with the brands they interact with. They crave a real connection...

Greg Thomas

08/02/2025

Proving CX ROI: Linking Customer Experience to Business Value

Customer experience (CX) is undergoing a dramatic shift. Once viewed as a cost centre primarily focused on operational...

Ginger Conlon

15/01/2025

The Definitive List of 29 Call Centre Metrics and KPIs

Call centres are an operationally complex element of your business, but they play a big role in your customers’ experience with...

Ian Felder

20/11/2024

Proactive Service: Using AI to Anticipate Customer Needs

As customer expectations continue to rise, organisations are increasingly turning to artificial intelligence (AI) to shift from...

David Norrie

26/08/2024

Scaling New Heights: How moving to the Genesys Cloud platform elevates your call centre operations

Your customers expect more. Your competitors are innovating. The question is: Is your call centre keeping up? Customer service...

Genesys

19/07/2024

Why You Need to Elevate Your Social Listening Tools

When you’re facing end-of-life for a tool you need to do your job, approach it as an opportunity to elevate your technology and...

Anthony Romero

24/06/2024

Top 4 Factors for Evaluating a CCaaS Platform

To gain the most value from customer experience (CX) transformation initiatives, businesses are moving from outdated on-premises...

Matthew Loebman

13/06/2024

How Generative AI Is Transforming Customer Engagement

In recent years, customer interactions have undergone a dramatic transformation due to the rise of digital channels, social media...

James Walford

07/06/2024

AI Strategies for Building a Holistic View of Customers

Leaders across all types of customer-facing teams have differing priorities when it comes to the customer experience (CX) they...

Ginger Conlon