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July 13, 2022 – Duration 28:30
Retaining top talent is a perpetual challenge for customer experience (CX) leaders. To deliver outstanding customer experiences, you need to keep your best agents. But it’s equally important to retain your technical team, including the software engineers who build and maintain the tools in your CX ecosystem. In this episode, Jason Alley, Senior Director of Product Marketing at Genesys, joins as guest co-host to discuss how one Genesys customer motivated software engineers to drive CX innovation — and found the key to retaining them. Richard Tucker, Software Engineering Manager at OVO Energy Ltd., explains how empowering engineers to solve problems in collaboration with business teams yielded rapid CX innovation. And it differentiated its brand and motivated the development team with quick feedback and satisfying results. Jack Nichols, VP of Product Management for Genesys Cloud CX rounds out the conversation with insights into how a composable CX ecosystem empowers software engineers and fosters co-creation.
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Engineering Manager, Contact Center Product Teams, OVO
Richard Tucker is the Engineering Manager for OVO contact center product teams and is responsible for delivering exceptional customer experiences. Richard has worked in the Technology industry for 19 years, the last nine of which he has spent at OVO.
Jack Nichols serves as Vice President of Product Management for Genesys Cloud CX. With more than 20 years of technical and leadership experience, Jack is responsible for the Genesys strategy on platform and ecosystem development. Prior to Genesys, Jack lead the global network and security infrastructure function at BrightPoint (now Ingram Micro). He holds a bachelor’s degree in engineering technology/computer science from Purdue University and, upon graduation, joined E*TRADE Financial where he architected and ran multiple global trading data network infrastructures.