1/4 Digital & AI in CX webinar series:

Why your digital transformation strategy will most likely fail (and how to stop it)

On-Demand Webinar

In the past few years, most organisations have undertaken digital transformation projects of various sizes and scope. However, research shows that the vast majority of these projects fail, somewhere in the range of 70% to 95% depending on which study you rely on.*

So why is this such a common trend, and how can you ensure your customer experience digital transformation project doesn’t join this club?

This session will look at the most common pitfalls businesses experience when implementing Digital and AI technologies into their existing customer experience ecosystem, and what you can do to avoid them.

We’ll explore how to build your CX transformation strategy to successfully:

Capture and utilise customer intent to design seamless customer journeys
Engage customers with the right experiences at the right time on every channel
Maintain personalised engagement throughout the customer journey
Equip agents with the knowledge to be subject matter experts

* Source: Forbes: 12 Reasons Your Digital Transformation Will Fail

This is the first webinar in our Digital & AI in CX Series, designed to bring you the no-nonsense, no-jargon information you need, for 30-minutes every week throughout October. The content is tailored to the Asia-Pacific CX landscape and presented by subject matter experts in the region. Join us live on Wednesdays over coffee or lunch, or catch up on-demand at a time that suits you.

12 October: Why you shouldn’t focus on technology when evaluating conversational AI for your business – learn more

19 October: AI in CX: You’re biased, and you don’t even know it – learn more

26 October Q&A discussion: Digital and AI in CX – Deep dive – learn more

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Meet the Speakers

James Walford
Head, Conversational AI – NA and LATAM
Genesys

Dave Flanagan
Director, Digital & Conversational AI – ANZ
Genesys

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.