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Best Practice WebinarThe Urgency of CloudWhy this technology has suddenly become the burning platform for CX [cutoff co_thick="2px"][webinarschedulesingle]Along with Customer Experience and Artificial Intelligence, Cloud is a topic for conversation in almost every business today. It’s easier than ever to consume traditionally expensive and complex technologies with cloud in the picture. However, even with all its upsides, it can be difficult to get to the heart of tangible changes organisations will have to manage or risks that need to be planned for when considering a move from premise to cloud.Join us for the interactive online session where Sophie Giesen will be catching up with Hendrik Coetzee for a frank discussion about these and other cloud-related topics as well as taking questions from the audience.Join the discussion to learn about:Security, Change Management and cost implications of cloud Right strategies & tools to help you with your decision to make the transition How Genesys is investing in cloud and how to access innovation as a customer[cutoff co_thick="2px"] Meet the SpeakersSophie Giesen Senior Manager, Strategic Business Consulting (Australia & New Zealand) GenesysHendrik Coetzee  Principal Solutions Consultant Genesys [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7010d000001GYbrAAG" landing_id="69077"]

Frost & Sullivan WebinarAsia Pacific SMB Customer Service TrendsAspirations, Technological Maturity and How to Meet Changing Customer Expectations [cutoff co_thick="2px"][webinarschedulesingle] Customer experience is a top priority for organisations big or small, to stand out in a competitive business environment. Genesys commissioned Frost & Sullivan to survey the Asia Pacific market including over 400 business and IT decision makers in 13 countries. The results of the survey revealed the critical gaps between customer service strategy and actual competencies that may be hindering efforts for great customer experience. Join the webinar to review findings of the research and learn:What is the business imperative of delivering better customer experience What defines a good customer experience How customer service technology is changing, and what SMB contact centres should consider How to bridge the gap between customer service strategy and organisational competencies What are the steps for digital transformation and supporting customers in their channel of choice How to avoid adding siloed technologies, and instead create an integrated multichannel approach How to mitigate the challenges SMBs face in their customer service transformation The key metrics for SMBs when measuring customer experience strategy success[cutoff co_thick="2px"] Meet the SpeakerKrishna Baidya Associate Director Digital Transformation Frost & Sullivan Asia Pacific [mktoform cta_header="Register Now" cta_button="Submit" cms_hold="RG" cid_id="7010d000000iYk0AAE" landing_id="68264"]

2019 Trends and Predictions for Customer Experience in Asia Pacific [cutoff co_thick="2px"][webinarschedulesingle]It is essential to business today to stay on top of the latest market changes and technology trends which affect how customers communicate. The exposure people have to new applications, social trends, automation and more, continually raise their expectations for service to new levels, but is customer service technology keeping up? In this webinar we review:How customer experience will evolve in 2019 and beyond What are the technology developments organisations need to be across How the new consumer will lead and influence change in CX direction for companies A crystal ball look into APAC markets like China and the impact local trends have in region and globally How are APAC start-ups disrupting enterprises in tech, service and CX priorities How is automation changing people, business and the market[webinarschedule][cutoff co_thick="2px"] Meet the SpeakersChris Connolly VP, Product Marketing GenesysJean-Marc Provost Senior Practice Lead, Digital Strategy and CX Transformation, APAC Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="WATCH NOW" cms_hold="RG" landing_id="68037" cid_id="7010d000000mf7j"]

On-demand Webinar[this_page_title] [cutoff co_thick="2px"]Our world is moving faster than ever before in history and this is the biggest revolution we’ve been witness to since the dawn of time. We are swimming in technology, information and change. The challenge today is to make your business more human and cut through the noise.Global Futurist Chris Riddell will unlock fascinating insights into the changing behaviours and expectations of our customers, and how you lead a business into beyond tomorrow.Join the webinar and find out:Megatrends that are defining the next 3 years of human experience Innovation insights that are transforming human behaviour The behavioural traits critical to being a business ‘beyond tomorrow’ About Chris Riddell Chris Riddell is an award winning global futurist and industry recognized inspirational keynote speaker on emerging trends in our hyper connected world. He is a global pattern hunter, discovering and identifying how humans are changing and adapting to high speed change, unlocking insights for businesses and leaders in today’s highly disrupted digital world. [webinarschedule][cutoff co_thick="2px"] Meet the SpeakerChris Riddell Global Futurist [mktoform cta_header="Watch on-demand webinar" cta_button="Watch Now!" form_type="custom" landing_id="67244" cid_id="7010d000000maOs" cust_form_id="8626"]

Market Education Webinar:Fireside chat: Genesys & Google Cloud—shaping the future of contact centre AI [cutoff co_thick="2px"]Blended AI by Genesys™ enables businesses to combine live agents and bot technology to solve customer needs faster.Genesys customers, which include 65 of the world's top 100 global brands*, can now use the simple, secure and flexible Google Cloud Contact Centre AI to implement, train and use new bots in a fraction of the time.This ground breaking integration enables brands to rapidly deploy some of the industry's smartest bots capable of resolving issues faster than ever before, while also improving customer satisfaction, sales, employee efficiency and more.As a result, businesses can more quickly and predictively route inquiries to the customer service resource (human, bot, or a combination thereof) best equipped to resolve the issue. In addition to delivering a high-quality customer experience, organisations can drive efficiencies by automating routing tasks, such as taking payments or checking balances, all while allowing the more complex interactions to be handled by employees.[webinarschedule][cutoff co_thick="2px"] Meet the SpeakersAdam Champy Cloud Interactive AI Product Lead GooglePaul Lasserre VP Product Management, Artificial Intelligence GenesysChris Connolly Vice President, Product Marketing Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" cms_hold="RG" landing_id="66810" cid_id="7010d000000mZ2Y"]

From Call Centre to Digital Contact Centre: Building your Digital Transformation Strategy [cutoff co_thick="2px"][webinarschedulesingle]A truly digital contact centre redefines the customer experience from start to finish. It’s not just about having the right channels available for customers to use, but integrating technology across the business to provide full customer context with each interaction and leveraging customer data to provide proactive service. This on-demand session discusses, with practical examples, how digital transformation can breathe a new lease of life into your contact centre, including:How to integrate the human touch with digital experiences Driving customer satisfaction through digital transformation Managing channel volume and staffing for new roll-outs Identifying which tools and channels can assist with your digital transformation[webinarschedule][cutoff co_thick="2px"] Meet the SpeakerJean-Marc Provost Senior Practice Lead, Digital Strategy and CX Transformation, APAC Genesys [mktoform cta_header="Get the on-demand webinar" cta_button="Watch Now" cid_id="7010d000000mZ5q" landing_id="67042"]

Analyst Webinar[this_page_title] [cutoff co_thick="2px"]Today, empowered customers demand effective, easy and emotionally appealing omnichannel customer experiences across different customer journeys. However, many organizations are not equipped to deliver on these expectations and, therefore, fail to ensure that the promises that they make in the market and the experiences that they deliver reinforce each other.Genesys recently commissioned Forrester Consulting to conduct a survey with over 500 respondents from Asia Pacific to evaluate the hypothesis that too many companies stifle their own marketing and CX efforts because of uncoordinated technology management.During this webinar, our guest speaker, a Forrester analyst, will dive into the main challenges companies face with their CX initiatives and provide recommendations on how to approach these to deliver improved and a consistent customer experience.Key findings from research will be discussed, including:81% of companies see omnichannel customer experience as a top strategic priority. Customer experience and marketing are converging. Successful CX transformations require a customer-centric culture. Outdated technology is a major barrier to CX improvements. Modern customer experience technology solutions are on the rise. Industry comparisons such as BFSI, eCommerce/Retail, Healthcare and Pharmaceuticals.[webinarschedule][cutoff co_thick="2px"] Meet the SpeakersRiccardo Pastò Senior Analyst Customer Experience Forrester ConsultingJames Walford Director Business Development - Digital and Innovation Genesys [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="65551" cid_id="7010B000001SfVf"]

[this_page_title] [cutoff co_thick="2px"]The term “digital customer experience” is often bandied about, usually when a company is trying to prove that they’re at the cutting edge of innovation. But there’s still confusion identifying what a great digital customer experience looks like.Digital services and operations are raising the bar in every sector. Organizations are trying to find their own customer experience strategies to stay ahead of their competitors and deliver seamless customer experience through digital channels. Watch this on-demand webinar and find out how to maintain your competitive edge and meet your customers’ digital needs. Topics covered include:Factors that make up a frictionless digital customer experience Putting customer experience at the heart of your digital transformation Using social media, apps, mobile and data to create a digital ecosystem Using your digital journey to create faster and more agile customer insightsThis on-demand session also includes a demonstration on Genesys Proactive Chat, chatbots, Blended AI (Kate from Genesys) and asynchronous messaging.[webinarschedule][cutoff co_thick="2px"] Meet the SpeakersJames Walford Strategic Director – Digital and Innovation GenesysHendrik Coetzee Senior Solutions Consultant Genesys [mktoform cta_header="Watch the on-demand webinar now" cta_button="Watch now" landing_id="65541" cid_id="701U0000000V7GA"]

Analyst Webinar[this_page_title] [cutoff co_thick="2px"]The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms–-as such firms are labelled–-recognise that providing exceptional customer experience is a key driver of increased revenue and brand loyalty.In a global survey of over 550 senior executives that was conducted by MIT Technology Review, respondents were asked to describe their customer experience strategies and operations holistically. The research found that nearly 90% of those identified as iconic firms were managing their customer experience from an omnichannel perspective. It’s no surprise that the firms with an omnichannel customer experience were also twice as likely as others to employ leading-edge technology solutions, such as next-generation self-service, loyalty program management and “voice of the customer” survey analytics.These are just some insights you will get from the webinar. See what these findings mean for your CX strategy against companies around the world.Join us for this webinar and learn:The strategies that differentiate an iconic firm from other businesses Which breakthrough technologies will directly impact CX strategies How strategies vary across regions based on maturity and customer expectations[webinarschedule][cutoff co_thick="2px"] Meet the SpeakersRoss O’Brien Senior Contributing Editor, MIT Technology Review InsightsJean-Marc Provost Senior Practice Lead – Transformational Customer Experience CoE, Genesys APAC [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="63611" cid_id="7010B000001SWwz"]

Demo Webinar[this_page_title] [cutoff co_thick="2px"]Your customers want to interact with you in a variety of ways – email, web chat or a phone call. Most cloud contact centre vendors provide point solutions for multichannel requirements. Or, they integrate multiple siloed solutions. PureCloud is a true all-in-one cloud contact centre solution ideal for businesses with up to 150 agent seats. It has all the tools you need to build a world-class contact centre. Watch the on-demand webinar and see a demo of PureCloud by Genesys. See how:Email, chat and phone calls can be handled by any user using a single web-based desktop application Every phone extension can be transformed into a mobile office with follow-me, softphone, conferencing and more Optimise agent performance and scheduling with built-in workforce optimisation, cross-channel scripting and call recording[webinarschedule][cutoff co_thick="2px"] Meet the SpeakersJoe Ciuffo Demo Expert, GenesysDaniel Rood Sr Director, Product & Content Marketing Genesys [mktoform cta_header="VIEW THE WEBINAR!" cta_button="VIEW NOW!" ar_status="dynamic" cid_id="7010B000001YU85"]

Analyst Webinar[this_page_title] [cutoff co_thick="2px"]The customer is now back high on the agenda in Asia/Pacific financial institutions. With the right technologies in place, organisations will be in a better position to plan customer engagement to suit the demands of customers – changed by the new world of financial services.In a recent IDC FutureScapes 2018 released by IDC, it is predicted that by 2019, 40% of digital transformation initiatives will use AI services. By 2021, 75% of commercial apps will use AI, and over 90% of consumers will interact with customer bots. Does this mean that customer engagement will take on more and more elements too, and in the process finally fulfil the promise of customer centricity?In this session, IDC Financial Insights explains how the maturation of Artificial Intelligence gives banks and insurers new capabilities never seen before, allowing them to leap into a future defined by meaningful, real-time, and personal customer engagement.Customer Centricity in Asia/Pacific Financial Services in 2018: What Drives the Resurgence, and Implications for Asia/Pacific Financial Services The New "Must-Have" Capabilities in Customer Engagement AI in Customer Engagement: Use Cases, Wins and Best Practices from Early Adopters Getting Started on AI for Customer Engagement: Essential First Steps from IDC Financial Insights[webinarschedule][cutoff co_thick="2px"] Meet the SpeakersMichael Araneta Associate Vice President, IDC Financial InsightsDave Giblin Head of Business Consulting, Asia, Genesys [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="64292" cid_id="7010B000001SaNO"]

Genesys Webinar[this_page_title]Featuring Frost & Sullivan and the APAC IoT-enabled-CX Study [cutoff co_thick="2px"]Wednesday, March 22, 2017  11:30AM SGT / 2:30PM AEDT / 9:00AM ISTFrost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across 11 countries in the Asia Pacific region to understand how enterprises approached CX and whether they believed the Internet of Things (IoT) had an impact on their business.Interestingly, of respondents that have IoT-enabled-CX initiatives in place, 68% perceived such initiatives to have improved brand equity for their organisations. Yet 40% of all survey respondents are yet to start on their IoT-enabled customer journey.The pressure to meet the expectations of highly connected, digitally savvy customers is driving significant changes across all industries. IoT can enable countless improvements to products and services, and will significantly affect the way businesses engage with customers and employees.During this webinar, industry experts will present:Key findings from the survey, including how leading organisations are turning the IoT concept into reality Why the IoT-centric customer experience (IoT-CX) may be the most important competitive differentiator available to APAC enterprises Ways to address the challenge of promoting a concrete IoT-CX value proposition How you can get started with a clear IoT-CX roadmap[webinarschedule][cutoff co_thick="2px"] Meet the SpeakersManoj Menon Senior Partner & Asia Pacific Managing Director Frost & SullivanAndrew Milroy Senior Vice President, Digital Transformation Practice, Frost & SullivanJean-Marc Provost Head of Digital Solutions, Asia Pacific, Genesys [mktoform cms_hold="RG" cta_header="Don’t Miss Out" cta_button="View Now!" landing_id="54155" cid_id="7010B000001YGz0"]