{"id":387567,"date":"2021-07-01T17:42:18","date_gmt":"2021-07-02T00:42:18","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=387567"},"modified":"2021-07-04T17:46:04","modified_gmt":"2021-07-05T00:46:04","slug":"welcome-to-the-future-its-digital-2025","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/welcome-to-the-future-its-digital-2025","title":{"rendered":"Welcome to the Future: It&#8217;s Digital 2025"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]The world of customer experience (CX) has seen a massive acceleration in digital adoption in the last 18 months. An explosion in demand for digital products and services has propelled the industry four years ahead of where we thought it would be in terms of adoption. Today, digital adoption has accelerated to what was initially expected in 2025.<\/p>\n<p>Businesses need to market, sell and engage with customers from anywhere across the digital channels they know and trust \u2014 now more than ever. As a company committed to delivering on our Experience as a Service<sup>SM<\/sup> vision, we know loyalty and trust are built on personalised interactions. Today\u2019s customer journey often begins with a digital experience. This is the age of the digital majority.<\/p>\n<p>That\u2019s why we\u2019re thrilled to launch our standalone, digital-first product, Genesys DX\u2122. Read the <a href=\"https:\/\/www.genesys.com\/en-sg\/company\/newsroom\/announcements\/genesys-launches-genesys-dx-the-next-chapter-in-customer-engagement\" target=\"_blank\" rel=\"noopener\">press release here<\/a>.<\/p>\n<p>Following our acquisition of Bold360, which finalised on May 5, 2021, we have our first product in the market \u2014 offering a complete digital customer engagement solution that leverages the power of artificial intelligence (AI) to deliver real-time proactive and predictive experiences. It puts the customer at the heart of every interaction. And we now have the most complete digital customer engagement solution in the market.<\/p>\n<p>With Genesys\u00a0DX, companies can move CX beyond common transactional chat\u00a0interactions\u00a0to\u00a0deliver\u00a0the intuitive\u00a0conversations customers welcome. Genesys\u00a0DX\u00a0helps companies understand\u00a0customer needs\u00a0and predict customer intent with groundbreaking capabilities, including:<\/p>\n<ul>\n<li><strong>Always-On Engagement<\/strong>: With Genesys DX, companies can deliver always-on engagement, allowing them to show up immediately with the right information to address needs as empathetically and quickly as possible. A centralised knowledge platform allows companies to provide fast access to information, while simultaneously leveraging the Voice of the Customer to continuously\u202fenhance\u202fthe experience. In addition, customers will enjoy smoother and more comprehensive interactions with seamless transitions across AI and agent engagements.<\/li>\n<li><strong>Human Intuition for All Digital Interactions<\/strong>:\u00a0Genesys\u00a0DX\u00a0enables companies\u00a0to\u00a0apply\u00a0human-like\u00a0intuition\u00a0in all digital\u00a0engagement\u00a0by combining\u00a0a real-time, 360-degree view of customer touchpoints with contextual data.\u00a0This new capability goes beyond traditional concepts of passive sentiment analysis. Companies are empowered to stay ahead of the customer by proactively addressing needs and guiding them toward resolution \u2014 and that creates a better customer experience.<\/li>\n<li><strong>Faster Scale to Wow<\/strong>: Companies can easily design and launch conversational intelligence to create smart self-service on the most popular messaging channels in a matter of weeks. Agents can work smarter with easy-to-master AI, actionable insights and intuitive workspaces. Companies can start with a single use case and use insights to build and optimise\u202ftheir customer engagement strategy \u2014 all while keeping\u202fthe customer\u202fexperience at the heart of their\u202fdecisions.<\/li>\n<\/ul>\n<p><strong>This Is Only the Beginning<\/strong><\/p>\n<p>In the next few months, we plan to add capabilities, such as predictive engagement, to allow businesses to drive customer acquisition via the web and automate online customer interactions across marketing, sales and service.<\/p>\n<p>We\u2019re in the age of the digital majority \u2014 and we\u2019ve been propelled into digital 2025. But this is just the beginning. We\u2019ve reached a tipping point; we\u2019re imagining digital business experiences that didn\u2019t even exist a few years ago.<\/p>\n<p>Whether you\u2019re starting out or accelerating your cloud journey with the Genesys Cloud\u2122\u00a0platform; building and evolving your multicloud architecture with the Genesys Multicloud CX\u2122\u00a0solution; or looking for a digital-first offering that\u2019s rich with digital and AI \u2014\u00a0 Genesys will meet you wherever you are in your journey.<\/p>\n<p>Let\u2019s deliver the power of digital together.<\/p>\n<p>Sources: McKinsey &amp; Company, October 2020, Survey: <em>\u201cHow Covid has pushed companies over the technology tipping point \u2013 and transformed business forever\u201d<\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]The world of customer experience (CX) has seen a massive acceleration in digital adoption in the last 18 months. An explosion in demand for digital products and services has propelled the industry four years ahead of where we thought it would be in terms of adoption. Today, digital adoption has accelerated to what was [&hellip;]<\/p>\n","protected":false},"author":730,"featured_media":385935,"template":"","tax_priority":[],"tax_blogtype":[17756,17766],"tax_blogcategory":[15977,13214],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-387567","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogtype-genesys-executives-en-sg","tax_blogcategory-announcements-en-sg","tax_blogcategory-digital-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/387567","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/730"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/387567\/revisions"}],"predecessor-version":[{"id":387570,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/387567\/revisions\/387570"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/385935"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=387567"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=387567"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=387567"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=387567"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=387567"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=387567"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=387567"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=387567"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=387567"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=387567"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=387567"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=387567"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=387567"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}