Research Report

The Shift to Predictive Engagement

In a world where companies want to be able to personalise experiences at scale and across a plethora of channels, traditional reactive approaches are too limiting. Predictive engagement enables organisations to act when an action is required, not react after the moment has passed.

This report by the Which-50 Digital Intelligence Unit draws on qualitative research with senior marketing, commercial and digital leaders across a range of sectors in Australia who have shifted or started the shift to predictive engagement.

The report uncovers:

Drivers behind the move to predictive engagement
Business impact and benefits received
Pitfalls and challenges faced along the way

Report: the shift to predictive engagement

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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.