{"id":524709,"date":"2024-06-23T20:23:07","date_gmt":"2024-06-24T03:23:07","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=524709"},"modified":"2024-06-23T20:24:50","modified_gmt":"2024-06-24T03:24:50","slug":"engaging-gen-z-consumers","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/engaging-gen-z-consumers","title":{"rendered":"Engaging Gen Z Consumers"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1718865147953{border-bottom-width: -40px !important;}&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"pre_h1\"><strong>On-Demand Webinar<\/strong><\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Engaging Gen Z<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"font-weight-normal h3\">Navigating customer channels across marketing, digital and contact centre<\/p>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner css=&#8221;.vc_custom_1718865076540{border-top-width: -45px !important;}&#8221;][vc_column_inner][vc_column_text css=&#8221;&#8221;]In this webinar moderated by Auscontact, we explore how to align marketing, digital and contact centre efforts to create a seamless customer experience for Gen Z consumers.<\/p>\n<p><strong>Join us as we discuss:<\/strong><\/p>\n<ul>\n<li>The unique characteristics of Gen Z as consumers<\/li>\n<li>How Gen Z is already leveraging digital for customer interactions<\/li>\n<li>Strategies for consistent messaging across bots, web, and agents.<\/li>\n<li>Practical tips for bridging marketing, digital, and contact centre efforts<\/li>\n<li>Mapping customer journeys across diverse touchpoints<\/li>\n<li>Leveraging predictive engagement across channels<\/li>\n<\/ul>\n<p><strong>Speakers:<\/strong><\/p>\n<p>Fran Southward, Chief Executive Officer, <strong>Auscontact<\/strong><br \/>\nPoonam Nair, Senior AI Customer Success Manager, <strong>Genesys<\/strong><br \/>\nMichael Buttsworth, Associate Director, SX Service Centre, <strong>Charles Sturt University<\/strong><br \/>\nTanya Pelle, Director, Monash Connect, <strong>Monash University<\/strong>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" 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[&hellip;]<\/p>\n","protected":false},"author":315,"featured_media":524723,"template":"","tax_priority":[],"tax_contenttheme":[14902,14904],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16201,16256,16281],"tax_products_programs":[16477,17548],"tax_buying_job":[16633],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-524709","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","webinar_type-customer","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-digital-en-sg","tax_capability_sitewide-inbound-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_content_type-video-en-sg"],"acf":{"meta_title":"Providing Gen Z Consumers a Unique CX","meta_description":"Gen Z consumers have unique characteristics which are important to understand when designing experiences across marketing, digital and contact centre channels. 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By transforming their student engagement hub, WSU has empowered students, typically digital natives, to interact seamlessly on their channel of choice, from voice to WhatsApp, ensuring timely responses and personalised experiences with every interaction. Genesys chats with the Acting Director of Student Retention and Success at WSU about some of their exceptional results in efficiency, satisfaction, and engagement due to their focus on innovation.\r\n\r\n<strong>During the discussion, we:<\/strong>\r\n<ul>\r\n \t<li>Explore how AI is evolving to revolutionise customer service and operational efficiency<\/li>\r\n \t<li>Delve into the ways AI can enhance customer experiences, boost satisfaction and increase customer loyalty<\/li>\r\n \t<li>Discover how to integrate AI into the customer experience strategy and deliver measurable value<\/li>\r\n \t<li>Demonstrate how AI-powered CX technology allows world leading brands to manage experiences with previously untapped data.<\/li>\r\n<\/ul>\r\n[\/vc_column_text][vc_row_inner disable_element=\"yes\"][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\"][mktoform cta_button=\"Watch Now\" cms_hold=\"RG\" cid_id=\"7014X000002exWw\"][vc_row_inner][vc_column_inner][vc_column_text]\r\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\"yes\" content_placement=\"top\" el_class=\"speaker_list\"][vc_column_inner width=\"1\/2\"][vc_single_image image=\"510838\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Sara Tavora<\/strong>\r\nActing Director, Student Retention &amp; Success\r\nWestern Sydney University<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"510509\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Phillip Townsend<\/strong>\r\nStrategic Director of Innovation\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"WSU: Realising the Value of AI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"wsu-realising-the-value-of-ai","to_ping":"","pinged":"","post_modified":"2024-04-03 21:51:23","post_modified_gmt":"2024-04-04 04:51:23","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=510836","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":491630,"post_author":"906","post_date":"2023-09-14 00:00:20","post_date_gmt":"2023-09-14 07:00:20","post_content":"","post_title":"Digital Customer Engagement On-Demand Demo","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"digital-customer-engagement-on-demand-demo","to_ping":"","pinged":"","post_modified":"2025-09-16 18:20:14","post_modified_gmt":"2025-09-17 01:20:14","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/digital-customer-engagement-on-demand-demo","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":509783,"post_author":"738","post_date":"2023-09-08 20:43:02","post_date_gmt":"2023-09-09 03:43:02","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%5D\"][vc_row][vc_column][vc_column_text]\r\n<h1>Create personalised experiences with Genesys Predictive Engagement<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F340281f121137f42%2Foriginal%2FPredictive-engagement-product-overview_EN.pdf|title:Get%20the%20overview|target:_blank|\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"top\"][vc_column width=\"7\/12\"][vc_column_text]\r\n<h3>Use AI-powered insights to personalise and automate engagement<\/h3>\r\nExperiences shouldn\u2019t be stressful. But when customers are asked to repeat themselves, nearly half feel it\u2019s too much effort. This can significantly increase the risk of churn and disloyalty. We take the stress out of these experiences and drive better customer service and sales results.\r\n\r\nGenesys Predictive Engagement uses artificial intelligence (AI) to capture, qualify and proactively engage high-value customers or prospects with the right resources in the moment of truth. It improves conversion by identifying who, when and how to engage. And it automatically triggers the optimal action \u2014 whether that\u2019s through an automated or agent-assisted chat\/web message, or even a content offer that optimises business outcomes and improves customer experience.\r\n\r\nGenesys Predictive Engagement also empowers digital and voice agents by providing them with customer insights and recommendations based on web visitor behaviour patterns. This helps them drive the best next step in the journey and serve customers with empathy.\r\n<h3>Genesys Predictive Engagement<\/h3>\r\nEach interaction you have with your customer presents an opportunity for you to personalise engagement and improve the customer\u2019s experience \u2014 and personalisation begins with knowing your customer. Genesys Predictive Engagement analyses customers\u2019 web behaviour and identifies whom to engage, when to engage and how to engage. It then proactively triggers the precisely timed action using bots, agent messaging or live agents to drive the best next step in the customer journey.[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F340281f121137f42%2Foriginal%2FPredictive-engagement-product-overview_EN.pdf|title:Get%20the%20overview|target:_blank|\"][vc_column_text el_class=\"mt-2\"][\/vc_column_text][\/vc_column][vc_column width=\"5\/12\"][component_card card_header=\"enabled\" background_color=\"bgc-white\" card_header_type=\"html\" header_bg=\"bgc-lgray\" card_header_html=\"JTNDaDMlMjBjbGFzcyUzRCUyMmZvbnQtc3diJTIwbWItMCUyMiUzRSUzQ2klMjBjbGFzcyUzRCUyMmZhayUyMGZhLWdlbi1zdGFyJTIwdGV4dC13aGl0ZWljb24tc2l6ZS1yZWd1bGFyJTIyJTIwYXJpYS1oaWRkZW4lM0QlMjJ0cnVlJTIyJTNFJTNDJTJGaSUzRSUyMEJlbmVmaXRzJTNDJTJGaDMlM0U=\"]\r\n<ul class=\"text-24\">\r\n \t<li>Listen to your customers<\/li>\r\n \t<li>Understand and predict intents<\/li>\r\n \t<li>Act with predictive and automated personalisation<\/li>\r\n \t<li>Learn as you gather insights<\/li>\r\n<\/ul>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%5D\"][vc_row][vc_column][related_posts][\/vc_column][\/vc_row][\/vc_section]","post_title":"Create personalised experiences with Genesys Predictive Engagement","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"create-personalised-experiences-with-genesys-predictive-engagement","to_ping":"","pinged":"","post_modified":"2025-07-07 23:57:31","post_modified_gmt":"2025-07-08 06:57:31","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/create-personalised-experiences-with-genesys-predictive-engagement","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"media_embed":"<iframe width=\"1227\" height=\"767\" src=\"https:\/\/www.youtube.com\/embed\/NkRzcyZrzfU\" title=\"Engaging Gen Z: Navigating Customer Channels across Marketing, Digital and Contact Centre\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>"},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/524709","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/315"}],"version-history":[{"count":17,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/524709\/revisions"}],"predecessor-version":[{"id":525240,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/524709\/revisions\/525240"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/524723"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=524709"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=524709"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=524709"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=524709"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=524709"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=524709"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=524709"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=524709"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=524709"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=524709"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=524709"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}