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Analyst Webinar

On-Demand Webinar: Meet Customer Experience & Marketing Goals with Modern Technologies

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  • Outdated technology is a major barrier to CX improvements.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.

Meet the Speakers

Riccardo pasto

Riccardo Pastò
Senior Analyst
Customer Experience
Forrester Consulting

James walford

James Walford
Director Business Development –
Digital and Innovation

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