Executive Brief

Five Customer Experience Priorities for Digital Economy Companies

The global digital economy is witnessing explosive growth. As part of an established long-term trend, businesses have needed to embrace digital as a means to remain competitive and viable. The sudden impact of COVID-19 has further accelerated the adoption of digital business models. The pandemic has given no alternative but for consumers and businesses to engage in economic activity through digitalisation and digital services. Companies now need to respond to a range of constantly evolving consumer preferences and characteristics to become frontrunners in this primarily digital era.

This Executive Brief provides an overview of five considerations that will impact customer experience strategies for digital economy companies in times to come.

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.