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August 19, 2020 – Duration: 28:50
August 19, 2020 – Duration: 28:50
Artificial intelligence (AI) has changed the game for numerous industries. In the contact center, it can deliver customer-centric service at scale by better understanding people. But to truly appreciate its scope, you need to look beyond the technical capabilities. In this episode, resident Business Consulting Director Charlie Godfrey shares real-world stories of AI successes and areas it impacts. He breaks things down into four main components: Listen, Understand & Predict, Act and Learn. After this episode, you’ll have actionable advice and resources that show you where to get started with AI.
Charlie Godfrey is a Director of Strategic Business Consulting – Intelligent CX Journeys at Genesys. He has over 20 years of experience in contact center management and customer experience design. He has held positions of thought leadership in both technical and business organizations. Charlie was a Genesys customer prior to joining the company 8 years ago. Since coming to Genesys, he has worked with some of our largest customers to help them set their strategy, design differentiated customer experiences, and get the most value from their Genesys platform.
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Genesys empowers more than 8,000 organizations 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 organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
