Customer experience focused topics in bite-size segments

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S4 Ep. 10 Customer experience technology considerations for cloud migration

May 29, 2024

The benefits of migrating customer experience technologies to the cloud are clear. CX leaders say they include better access to...

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About the Show

About the Show – Tech Talks in Twenty

April 28, 2020

The Tech Talks in 20 podcast covers the latest in customer experience (CX) tech-related trends and topics — all in bite-size...

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S4 Ep. 10 Customer experience technology considerations for cloud migration

May 29, 2024

The benefits of migrating customer experience technologies to the cloud are clear. CX leaders say they include better access to...

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S4 Ep. 9 Generative AI, employee experience tech and CX evolution

April 29, 2024

Driving business performance by improving the customer and employee experience is a top priority for most organizations today....

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S4 Ep. 8 The future of CX in financial services

February 25, 2024

The lines are blurring between the branch, contact center, and digital channels for financial services firms. Customers expect...

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S4 Ep. 7 Technology convergence is reinventing customer experience

January 25, 2024

Orchestrating the experiences consumers expect today requires more than even the most robust customer experience platform on its...

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S4 Ep. 6 Take an outside-in perspective on knowledge management

December 20, 2023

Focusing on knowledge management simply as a way to house and share content misses an opportunity to use it as a more strategic...

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S4 Ep. 5 Best practices for using chatbots to enhance the customer journey

October 4, 2023

Even as consumers’ use of bots increases, their satisfaction with the experience has declined. In fact, consumers are less...

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S4 Ep. 4 AI: The best is yet to come for CX

September 13, 2023

More than three-quarters of senior executives agree that AI will be a critical part of their customer experience (CX) operations...

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S4 Ep. 3 – How Unisys moved to cloud with speed and agility

August 23, 2023

Unisys is a global technology solutions company dedicated to helping organizations drive innovation and excel at customer...

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S4 Ep. 2 Why knowledge management is a powerful customer experience asset

July 19, 2023

Research finds that customers want a fast, first-interaction most when contacting an organization for a service or support issue....

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S4 Ep. 1 Ascension “Spring Cleaning” Strategy for a Successful Migration to Cloud CX

June 22, 2023

Too often, organizations moving from on-premises customer experience technology to a cloud-based CX platform try to replicate...

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How OVO Energy builds better bots — faster

May 11, 2023

The best customer service bots deliver on consumers’ preference for fast, first-interaction resolution. And when an interaction...

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S3 Ep. 14 Live from Enterprise Connect 2023: Rethinking AI, CCaaS and EX 

April 27, 2023

The hottest topics of conversations at Enterprise Connect 2023 revolved around what’s next for artificial intelligence (AI)...

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S3 Ep. 13 Provide agents and developers with an engaging UX for the best CX

March 22, 2023

Delivering an optimal customer experience (CX) isn’t just about creating engaging, relevant interactions for external...

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S3 Ep. 12 Making the business case for new customer experience technology

February 28, 2023

The need for customer experience (CX) innovation is near constant today. Keeping pace with customers’ changeable preferences...

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S3 Ep. 11 Get buy-in for your CX technology transformation

February 6, 2023

Your customer experience (CX) is evolving. Maybe you’re moving to the cloud, incorporating an employee experience solution or...

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S3 Ep. 10 The next AI frontier: EX superpowers

January 27, 2023

Savvy brands have already harnessed the power of artificial intelligence to supercharge customer experiences. Next up for AI –...

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S3 Ep. 9 Supercharging your CX with the right apps

December 14, 2022

You’ve invested time and resources into selecting a customer experience (CX) platform that will empower you to deliver...

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S3 Ep. 8 The endless possibilities for outbound engagement

November 30, 2022

The days of manual data cleaning and batch processing to load a simple dialer are gone. Today’s outbound campaigns are much...

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S3 Ep. 7 The power of technology to engage CX employees

November 2, 2022

Great CX employees want opportunities to learn new skills and advance their careers. And they want clear, consistent...

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S3 Ep. 6 Optimize CX tech adoption through training

October 19, 2022

Technology should never be a barrier to delivering great customer experiences (CX). With the right training, it won’t be. The...

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S3 Ep. 5 Using tech to retain, support and train agents

October 5, 2022

For many contact centers, high turnover among agents is business as usual. But customer experience (CX) work is changing fast....

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S3 Ep. 4 The key to an effective omnichannel strategy

September 21, 2022

Omnichannel CX is top of mind for many contact centers — for good reason. Being everywhere your customers want you to be...

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S3 Ep. 2 How not to bot

July 29, 2022

Bots can deliver great automated service for a wide range of questions, issues and transactional interactions. But they can’t...

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S3 Ep. 1 The key to retaining top CX development talent

July 13, 2022

Retaining top talent is a perpetual challenge for customer experience (CX) leaders. To deliver outstanding customer experiences,...

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S2 Ep. 12 The technology that drives empathy at scale

June 15, 2022

Empathy is more than a feeling. It’s a seismic shift in perspective that allows us to understand the experiences of others. For...

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S2 Ep. 11 Customer journey management — the next step in CX evolution

June 7, 2022

In a recent Harvard Business Review study, 82% of customer experience (CX) leaders agree that understanding the quality of the...

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S2 Ep. 10 What’s hot at Enterprise Connect 2022

April 14, 2022

It’s great to be back at the exhibit hall in person. Our hosts, Ginger Conlon and Michael Logan report from Enterprise Connect...

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S2 Ep. 9 Why composable CX is the future

March 30, 2022

The future of customer experience (CX) is composable. We’re hearing that a lot these days. But what is composability — and...

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S2 Ep. 8 AI and the Customer-Centric Enterprise

February 10, 2022

Companies in every industry are looking for a way to differentiate themselves. Using artificial intelligence (AI) to enhance the...

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S2 Ep. 7 The State of CX: cloud platform maturity

December 8, 2021

Today’s customers expect a higher level of service than ever before, leaving CX leaders scrambling to deliver and...

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S2 Ep. 6 Agents want growth opportunities – WEM can help

November 4, 2021

In the contact center, your agents are the key to delivering outstanding customer experiences. And knowing what your agents value...

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S2 Ep. 5 Deliver empathy at scale with conversational AI

September 15, 2021

Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number...

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S2 Ep. 4 Engage customers through social channels

September 1, 2021

Social media connects people — with family, friends and even brands. It’s quickly becoming an important channel for contact...

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S2 Ep. 3 Meet your customers on their preferred channels

August 16, 2021

The digital world moves fast, with new channels popping up and capabilities evolving constantly. As your customers adopt these...

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S2 Ep. 2 Drive productivity with workforce engagement

July 28, 2021

A more engaged workforce is a more productive workforce. Getting — and keeping — your employees engaged requires a smart...

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S2 Ep. 1 Delivering empathy — no agent required

July 13, 2021

Delivering empathetic customer experiences doesn’t simply mean being nice. It’s also means truly understanding and meeting...

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Meet your hosts: Introducing Ginger Conlon and Michael Logan

July 13, 2021

Season two of Tech Talks in 20 kicks off with two new hosts and a ton of valuable insights into how you can use technology to...

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S1 Ep. 1 Little steps to a successful contact center integration

April 29, 2020

Integrations don’t have to a heavy lift. By taking small steps, you can achieve a better customer experience through a more...

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S1 Ep. 2 Trusting that WEM is a change worth making

May 13, 2020

See how workforce engagement management (WEM) helps you let go of your old way of doing things while over coming the common fear...

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S1 Ep. 3 Harnessing a new level of control with the Genesys Cloud solution

June 3, 2020

The cloud opens the door to immediate contact center scalability and feature velocity. Still, many companies are hesitant to...

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S1 Ep. 4 Build better long-term relationships with outbound engagement

August 5, 2020

It’s vital that you proactively reach out to your customers. But they won’t be happy if you call during dinner or text...

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S1 Ep. 5 AI in the real world of business

August 19, 2020

Artificial intelligence (AI) has changed the game for numerous industries. In the contact center, it can deliver customer-centric...

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S1 Ep. 6 Exploring the four waves of AI

September 2, 2020

Companies embarking on a digital transformation are using artificial intelligence (AI) to better understand and personalize...

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S1 Ep. 7 Sharpen your skills through the Genesys Developer Center

September 16, 2020

Contact center technology evolves rapidly, which can make it difficult to keep up. As a developer, you need to stay on top of the...

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S1 Ep. 8 Creating your best work environment with Gamification

October 28, 2020

Contact center managers want their employees to do the right thing. But balancing time for training, time off and which metrics...

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S1 Ep. 9 Extend your customer experience with the Genesys Cloud platform

December 17, 2020

Businesses have the vision of providing a great customer experience. But siloed technologies and existing investments prevent...

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S1 Ep. 10 Design systems: Build better and faster with shared wisdom

February 10, 2021

Building new features every week in the Genesys CloudTM platform takes expertise. Developers need the domain know-how to create...

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