{"id":106553,"date":"2018-01-31T22:24:06","date_gmt":"2018-01-31T22:24:06","guid":{"rendered":"https:\/\/www.genesys.com\/webinars"},"modified":"2019-12-17T14:10:00","modified_gmt":"2019-12-17T22:10:00","slug":"webinars","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/pt-br\/webinars","title":{"rendered":"Webinars"},"content":{"rendered":"

[vc_section full_width=”stretch_row” el_class=”section_header” css=”.vc_custom_1533567890890{background-image: url(https:\/\/www.genesys.com\/media\/c1239804-v5-webinars.jpg?id=84847) !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”2\/3″][vc_column_text]<\/p>\n

Descubra tend\u00eancias e novidades com especialistas, analistas e clientes<\/h1>\n

[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”cta-bar” css=”.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row full_width=”stretch_row” css=”.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

Pr\u00f3ximos webinars<\/h2>\n

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Best Practice Webinar<\/p>

\"Skyline<\/div>

04\/23\/2026<\/span><\/span><\/p>

Por que voc\u00ea deveria estar utilizando o Portal Orchestrators?<\/h3>
Webinar ao vivo\r\nVoc\u00ea est\u00e1 extraindo todo o valor do Genesys Cloud?\r\nDescubra como transformar usu\u00e1rios comuns em usu\u00e1rios avan\u00e7ados e acelerar o ROI da sua opera\u00e7\u00e3o de CX com o Portal Orchestrators.\r\n\r\n23 de Abril, \u00e0s 10:00\r\n[mktoform cta_button=\"Participe\" form_reach=\"noreach\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001ec3OIAQ\"]\r\nSobre o webinar\r\nGrande parte das empresas investe em plataformas robustas de CX mas utilizam apenas uma fra\u00e7\u00e3o do seu potencial.\r\nO problema n\u00e3o \u00e9 a tecnologia.\u00c9 a falta de direcionamento claro sobre como evoluir no uso dela.\r\nNeste webinar, voc\u00ea vai entender como o Portal Genesys Orchestrators ajuda a resolver esse desafio, guiando seus times com trilhas pr\u00e1ticas, recomenda\u00e7\u00f5es inteligentes e melhores pr\u00e1ticas aplicadas.\r\n\r\nO que voc\u00ea vai aprender:\r\n\r\n \tComo acelerar o time-to-value do Genesys Cloud\r\n \tComo aumentar a ado\u00e7\u00e3o de funcionalidades avan\u00e7adas, incluindo IA\r\n \tComo reduzir depend\u00eancia de consultorias e retrabalho\r\n \tComo transformar conhecimento em resultados reais de neg\u00f3cio\r\n \tCasos pr\u00e1ticos de evolu\u00e7\u00e3o de maturidade em CX\r\n\r\nPor que voc\u00ea n\u00e3o pode perder este webinar:\r\nVoc\u00ea j\u00e1 pagou pela plataforma.\r\nMas sem ado\u00e7\u00e3o e maturidade:\r\n\r\n\r\n \tfuncionalidades ficam subutilizadas\r\n \tcustos aumentam\r\n \tresultados n\u00e3o aparecem\r\n\r\nO Orchestrators resolve isso ao guiar sua evolu\u00e7\u00e3o de forma estruturada.\r\n\r\nBenef\u00edcios que voc\u00ea pode esperar ap\u00f3s este webinar:\r\n\r\n\r\n \tRedu\u00e7\u00e3o de custos operacionais\r\n \tAumento de produtividade dos times\r\n \tMelhor uso de IA e automa\u00e7\u00e3o\r\n \tMelhoria em KPIs de CX (CSAT, NPS, FCR)\r\n \tMaior ROI do Genesys Cloud\r\n\r\n\r\n\u00a0 \u00a0Veja quem vai estar no comando do Webinar:\r\n\r\nMonica Venancio\r\nCustomer Success Manager\r\nGenesys\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"619803\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fblog%2Fpost%2Fgenesys-orchestrators-step-into-the-spotlight-of-experience-innovation|title:Hub%20de%20Recursos|target:_blank\"]\r\nInsight do Webinar\r\n\r\nGenesys Orchestrators: entre no centro das aten\u00e7\u00f5es da inova\u00e7\u00e3o em experi\u00eancia.\r\n[\/component_card]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

\"The<\/div>

On-demand Webinar<\/span><\/span><\/p>

Gerenciamento da Jornada do Cliente: Os Retornos financeiros associados ao controle e Gerenciamento da Jornada do cliente.<\/h3>
Webinar On-Demand\r\nJourney Management: Os Retornos Financeiros Associados ao Controle e Gerenciamento da Jornada do Cliente.\r\n\r\nAssista sob-demanda\r\n[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nParticipe e entenda:\r\n\r\n \t\r\nOnde ocorre o maior abandono de clientes na sua jornada?\r\n\r\n \t\r\nEm qual etapa o custo por resolu\u00e7\u00e3o dispara?\r\n\r\n \t\r\nQuantas intera\u00e7\u00f5es s\u00e3o consequ\u00eancias de uma fric\u00e7\u00e3o anterior?\r\n\r\n \tComo o comportamento varia por regi\u00e3o, perfil ou contexto?\r\n\r\nSem visibilidade da jornada ponta a ponta, decis\u00f5es estrat\u00e9gicas s\u00e3o tomadas com base em eventos isolados, n\u00e3o no comportamento real do cliente.\r\nE \u00e9 nesse ponto que a margem come\u00e7a a ser impactada!\r\n[\/component_card][mktoform cta_button=\"Participe\" form_reach=\"noreach\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001ebxpIAA\"]\r\nPr\u00e9via\r\nGerenciar jornadas vai al\u00e9m de automatizar intera\u00e7\u00f5es. \u00c9 identificar fric\u00e7\u00f5es invis\u00edveis, entender comportamento real e orquestrar experi\u00eancias que geram reten\u00e7\u00e3o e crescimento\r\n\r\nAutoma\u00e7\u00e3o resolve etapas.Gest\u00e3o de jornada resolve objetivos.\r\nGerenciar a jornada significa:\r\n\r\n\r\n \tEntender a cad\u00eancia do cliente quando ele interage, por qual motivo e com qual expectativa\r\n \tIdentificar loops, reentradas e abandonos\r\n \tCorrelacionar comportamento com churn, reten\u00e7\u00e3o e receita\r\n \tAjustar a experi\u00eancia antes que a fric\u00e7\u00e3o se torne custo\r\n\r\nAutoma\u00e7\u00e3o sem vis\u00e3o de jornada acelera processos.Gest\u00e3o de jornada transforma resultado.\r\n\r\n\u00a0 \u00a0Veja quem vai estar no comando do Webinar:\r\n\r\nClaudio Barbosa\r\nSolution Consultant Manager\r\nGenesys\r\n\r\nVinicius Loeschner\r\nSolution Consultant\r\nGenesys\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"618668\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fresources%2Fcustomer-journey-analytics-demo%3Futm_source%3Dwebinar%26utm_medium%3Djourney_management%26utm_campaign%3Djourney_management_webinar_2026%26utm_content%3Dcustomer_journey_analytics_demo|title:Hub%20de%20Recursos|target:_blank\"]\r\nInsight do Webinar\r\n\r\nDesbloqueie insights valiosos com o Genesys Cloud Journey Management para otimizar a experi\u00eancia do cliente e impulsionar resultados em grande escala\r\n[\/component_card]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

\"824×528<\/div>

On-demand Webinar<\/span><\/span><\/p>

Cinco tend\u00eancias redefinindo a CX em 2026<\/h3>
\r\nWEBINAR\r\n\r\nCinco tend\u00eancias que v\u00e3o redefinir a CX em 2026\r\n\r\nO que vem a\u00ed para lideres em experi\u00eancia\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]IA. Confian\u00e7a. Empatia. As novas bases da experi\u00eancia.Em 2026, haver\u00e1 uma mudan\u00e7a fundamental na forma como a experi\u00eancia do cliente gera valor. As organiza\u00e7\u00f5es que prosperarem n\u00e3o ser\u00e3o apenas as que adotarem novas tecnologias, mas as que reinventarem o que \u00e9 poss\u00edvel quando a experi\u00eancia se torna o principal diferencial competitivo.Junte-se a especialistas do setor e pioneiros de CX para entender os cinco movimentos que est\u00e3o transformando a experi\u00eancia do cliente:\u2022 Como a experi\u00eancia se tornou o maior diferencial competitivo das organiza\u00e7\u00f5es\u2022 Como a IA agentic est\u00e1 orquestrando jornadas e n\u00e3o apenas automatizando tarefas\u2022 Por que confian\u00e7a e transpar\u00eancia agora s\u00e3o vantagens estrat\u00e9gicas\u2022 Como construir uma for\u00e7a de trabalho humano-IA que entregue empatia em escala\u2022 Como a forma de medir resultados est\u00e1 evoluindo na era da experi\u00eanciaIsso n\u00e3o \u00e9 apenas mais uma previs\u00e3o de tend\u00eancias.\u00c9 o seu roadmap estrat\u00e9gico para competir em uma economia guiada pela experi\u00eancia.[mktoform cta_button=\"Registre-se hoje!\" cms_hold=\"RG\" cid_id=\"701Ht000001CVDbIAO\"]\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nConhe\u00e7a os Palestrantes\r\n<\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

Webinars sob demanda mais populares<\/h2>\n

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Best Practice Webinar<\/p>

Gerenciamento da Jornada do Cliente: Os Retornos financeiros associados ao controle e Gerenciamento da Jornada do cliente.<\/h3>
Webinar On-Demand\r\nJourney Management: Os Retornos Financeiros Associados ao Controle e Gerenciamento da Jornada do Cliente.\r\n\r\nAssista sob-demanda\r\n[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nParticipe e entenda:\r\n\r\n \t\r\nOnde ocorre o maior abandono de clientes na sua jornada?\r\n\r\n \t\r\nEm qual etapa o custo por resolu\u00e7\u00e3o dispara?\r\n\r\n \t\r\nQuantas intera\u00e7\u00f5es s\u00e3o consequ\u00eancias de uma fric\u00e7\u00e3o anterior?\r\n\r\n \tComo o comportamento varia por regi\u00e3o, perfil ou contexto?\r\n\r\nSem visibilidade da jornada ponta a ponta, decis\u00f5es estrat\u00e9gicas s\u00e3o tomadas com base em eventos isolados, n\u00e3o no comportamento real do cliente.\r\nE \u00e9 nesse ponto que a margem come\u00e7a a ser impactada!\r\n[\/component_card][mktoform cta_button=\"Participe\" form_reach=\"noreach\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001ebxpIAA\"]\r\nPr\u00e9via\r\nGerenciar jornadas vai al\u00e9m de automatizar intera\u00e7\u00f5es. \u00c9 identificar fric\u00e7\u00f5es invis\u00edveis, entender comportamento real e orquestrar experi\u00eancias que geram reten\u00e7\u00e3o e crescimento\r\n\r\nAutoma\u00e7\u00e3o resolve etapas.Gest\u00e3o de jornada resolve objetivos.\r\nGerenciar a jornada significa:\r\n\r\n\r\n \tEntender a cad\u00eancia do cliente quando ele interage, por qual motivo e com qual expectativa\r\n \tIdentificar loops, reentradas e abandonos\r\n \tCorrelacionar comportamento com churn, reten\u00e7\u00e3o e receita\r\n \tAjustar a experi\u00eancia antes que a fric\u00e7\u00e3o se torne custo\r\n\r\nAutoma\u00e7\u00e3o sem vis\u00e3o de jornada acelera processos.Gest\u00e3o de jornada transforma resultado.\r\n\r\n\u00a0 \u00a0Veja quem vai estar no comando do Webinar:\r\n\r\nClaudio Barbosa\r\nSolution Consultant Manager\r\nGenesys\r\n\r\nVinicius Loeschner\r\nSolution Consultant\r\nGenesys\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"618668\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fresources%2Fcustomer-journey-analytics-demo%3Futm_source%3Dwebinar%26utm_medium%3Djourney_management%26utm_campaign%3Djourney_management_webinar_2026%26utm_content%3Dcustomer_journey_analytics_demo|title:Hub%20de%20Recursos|target:_blank\"]\r\nInsight do Webinar\r\n\r\nDesbloqueie insights valiosos com o Genesys Cloud Journey Management para otimizar a experi\u00eancia do cliente e impulsionar resultados em grande escala\r\n[\/component_card]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Cinco tend\u00eancias redefinindo a CX em 2026<\/h3>
\r\nWEBINAR\r\n\r\nCinco tend\u00eancias que v\u00e3o redefinir a CX em 2026\r\n\r\nO que vem a\u00ed para lideres em experi\u00eancia\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]IA. Confian\u00e7a. Empatia. As novas bases da experi\u00eancia.Em 2026, haver\u00e1 uma mudan\u00e7a fundamental na forma como a experi\u00eancia do cliente gera valor. As organiza\u00e7\u00f5es que prosperarem n\u00e3o ser\u00e3o apenas as que adotarem novas tecnologias, mas as que reinventarem o que \u00e9 poss\u00edvel quando a experi\u00eancia se torna o principal diferencial competitivo.Junte-se a especialistas do setor e pioneiros de CX para entender os cinco movimentos que est\u00e3o transformando a experi\u00eancia do cliente:\u2022 Como a experi\u00eancia se tornou o maior diferencial competitivo das organiza\u00e7\u00f5es\u2022 Como a IA agentic est\u00e1 orquestrando jornadas e n\u00e3o apenas automatizando tarefas\u2022 Por que confian\u00e7a e transpar\u00eancia agora s\u00e3o vantagens estrat\u00e9gicas\u2022 Como construir uma for\u00e7a de trabalho humano-IA que entregue empatia em escala\u2022 Como a forma de medir resultados est\u00e1 evoluindo na era da experi\u00eanciaIsso n\u00e3o \u00e9 apenas mais uma previs\u00e3o de tend\u00eancias.\u00c9 o seu roadmap estrat\u00e9gico para competir em uma economia guiada pela experi\u00eancia.[mktoform cta_button=\"Registre-se hoje!\" cms_hold=\"RG\" cid_id=\"701Ht000001CVDbIAO\"]\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nConhe\u00e7a os Palestrantes\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Customer Reference Forum – BCD Travel<\/h3>
\r\nEntregando jornadas mais inteligentes em escala com o Genesys Cloud\r\n\r\nA BCD transformou sua experi\u00eancia do cliente ao centralizar opera\u00e7\u00f5es e migrar para o Genesys Cloud\u2122, permitindo intera\u00e7\u00f5es mais r\u00e1pidas, mais eficientes em custo e mais personalizadas para viajantes em todo o mundo.\r\n\r\nEsta sess\u00e3o interativa vai mostrar como os viajantes j\u00e1 se beneficiam de chamadas mais curtas e transfer\u00eancias autom\u00e1ticas para seus agentes preferidos, al\u00e9m de como a BCD ganhou impulso interno para a pr\u00f3xima onda de inova\u00e7\u00e3o.17 de dezembro de 2025 \u2013 14h00 (GMT -3 Brasilia)[cutoff co_thick=\"2px\"]Junte-se a n\u00f3s em um f\u00f3rum de refer\u00eancia ao vivo com Christina Bell, Vice-Presidente de Opera\u00e7\u00f5es de Contact Center, e saiba como a BCD Travel usa o Genesys Cloud para:[mktoform cta_button=\"Inscreva-se agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CVW9IAO\"]\r\n\r\n \r\nPr\u00f3ximos Customer Reference Forums\r\nN\u00e3o perca os pr\u00f3ximos customer reference forums \u2014 acompanhe esta p\u00e1gina para ver as pr\u00f3ximas sess\u00f5es que est\u00e3o por vir.\r\nConhe\u00e7a as speakers\r\n[component_bio_block name=\"Claire Beatty\" title=\"Senior Director of Customer Advocacy, Genesys\" photo=\"604469\"][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block name=\"Christina Bell\" title=\"Vice President of Contact Center Operations, BCD Travel\" photo=\"604467\"][\/component_bio_block][component_bio_block][\/component_bio_block]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Genesys Orchestrators: Transforme cada intera\u00e7\u00e3o em insights valiosos com o poder da IA<\/h3>
Webinar ao vivo\r\nGenesys Orchestrators: Transforme cada intera\u00e7\u00e3o em insights valiosos com o poder da IA\r\n\r\n13 de novembro, \u00e0s 10:00\r\n[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nParticipe e veja:\r\n\r\n \t\r\nFundamentos do STA: entenda os principais conceitos e funcionalidades.\r\n\r\n \t\r\nConfigura\u00e7\u00e3o pr\u00e1tica: crie Programas, T\u00f3picos e Frases em minutos.\r\n\r\n \t\r\nAnalytics e relat\u00f3rios: transforme dados em intelig\u00eancia de neg\u00f3cio.\r\n\r\n \tIA aplicada \u00e0 qualidade: use resumos autom\u00e1ticos e pontua\u00e7\u00e3o por IA.\r\n\r\n[\/component_card][mktoform cta_button=\"Participe\" form_reach=\"noreach\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CVAmIAO\"]\r\nPr\u00e9via\r\n\r\nA intelig\u00eancia artificial est\u00e1 redefinindo a an\u00e1lise de intera\u00e7\u00f5es entre empresas e clientes.Neste webinar da s\u00e9rie Orchestrators Education, descubra como o Genesys Speech and Text Analytics (STA) pode revolucionar sua gest\u00e3o de experi\u00eancia do cliente.\r\nVoc\u00ea aprender\u00e1, na pr\u00e1tica, como configurar Programas, T\u00f3picos e Frases para categorizar conversas, extrair insights de voz e texto, e aplicar novos recursos de IA e como resumos autom\u00e1ticos e pontua\u00e7\u00e3o inteligente, diretamente no Genesys Cloud WEM.\r\n\r\nExperts em CX participando\r\n\r\nRafael Marciano\r\nEducation Consultant | Orchestrator Education\r\nGenesys\r\n\r\nRodrigo Rom\u00e3o\r\nTeam Lead \u2013 NALA | Orchestrator Education\r\nGenesys\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"591755\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fresources|title:Hub%20de%20Recursos|target:_blank\"]\r\nInsight do Webinar\r\n\r\nParticipe do webinar exclusivo da Genesys e descubra como o Speech and Text Analytics (STA) e o Supervisor AI transformam dados de voz e texto em insights acion\u00e1veis para elevar a qualidade e efici\u00eancia da sua opera\u00e7\u00e3o. Inscreva-se gratuitamente!\r\n[\/component_card]<\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1525395766571{background-color: #23395D !important;}”][vc_row][vc_column]
Limpar<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”resource-row”][vc_row][vc_column]

Best Practice Webinar<\/p>

Gerenciamento da Jornada do Cliente: Os Retornos financeiros associados ao controle e Gerenciamento da Jornada do cliente.<\/h3>
Webinar On-Demand\r\nJourney Management: Os Retornos Financeiros Associados ao Controle e Gerenciamento da Jornada do Cliente.\r\n\r\nAssista sob-demanda\r\n[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nParticipe e entenda:\r\n\r\n \t\r\nOnde ocorre o maior abandono de clientes na sua jornada?\r\n\r\n \t\r\nEm qual etapa o custo por resolu\u00e7\u00e3o dispara?\r\n\r\n \t\r\nQuantas intera\u00e7\u00f5es s\u00e3o consequ\u00eancias de uma fric\u00e7\u00e3o anterior?\r\n\r\n \tComo o comportamento varia por regi\u00e3o, perfil ou contexto?\r\n\r\nSem visibilidade da jornada ponta a ponta, decis\u00f5es estrat\u00e9gicas s\u00e3o tomadas com base em eventos isolados, n\u00e3o no comportamento real do cliente.\r\nE \u00e9 nesse ponto que a margem come\u00e7a a ser impactada!\r\n[\/component_card][mktoform cta_button=\"Participe\" form_reach=\"noreach\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001ebxpIAA\"]\r\nPr\u00e9via\r\nGerenciar jornadas vai al\u00e9m de automatizar intera\u00e7\u00f5es. \u00c9 identificar fric\u00e7\u00f5es invis\u00edveis, entender comportamento real e orquestrar experi\u00eancias que geram reten\u00e7\u00e3o e crescimento\r\n\r\nAutoma\u00e7\u00e3o resolve etapas.Gest\u00e3o de jornada resolve objetivos.\r\nGerenciar a jornada significa:\r\n\r\n\r\n \tEntender a cad\u00eancia do cliente quando ele interage, por qual motivo e com qual expectativa\r\n \tIdentificar loops, reentradas e abandonos\r\n \tCorrelacionar comportamento com churn, reten\u00e7\u00e3o e receita\r\n \tAjustar a experi\u00eancia antes que a fric\u00e7\u00e3o se torne custo\r\n\r\nAutoma\u00e7\u00e3o sem vis\u00e3o de jornada acelera processos.Gest\u00e3o de jornada transforma resultado.\r\n\r\n\u00a0 \u00a0Veja quem vai estar no comando do Webinar:\r\n\r\nClaudio Barbosa\r\nSolution Consultant Manager\r\nGenesys\r\n\r\nVinicius Loeschner\r\nSolution Consultant\r\nGenesys\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"618668\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fresources%2Fcustomer-journey-analytics-demo%3Futm_source%3Dwebinar%26utm_medium%3Djourney_management%26utm_campaign%3Djourney_management_webinar_2026%26utm_content%3Dcustomer_journey_analytics_demo|title:Hub%20de%20Recursos|target:_blank\"]\r\nInsight do Webinar\r\n\r\nDesbloqueie insights valiosos com o Genesys Cloud Journey Management para otimizar a experi\u00eancia do cliente e impulsionar resultados em grande escala\r\n[\/component_card]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Moldando o futuro das experi\u00eancias do cliente e do colaborador<\/h3>
\r\nWEBINAR SOB DEMANDA\r\n\r\nO que est\u00e1 moldando o futuro das experi\u00eancias do cliente e do colaborador\r\nJunte-se aos l\u00edderes de CX da Accenture, ServiceNow e Genesys enquanto eles exploram as principais tend\u00eancias que est\u00e3o transformando as experi\u00eancias do cliente e do colaborador.[mktoform cta_button=\"Assista agora\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001x8HGIAY\"]Os clientes de hoje esperam experi\u00eancias que sejam sem esfor\u00e7o, inteligentes e humanas em todos os pontos de contato. Cerca de 82% dos consumidores entrevistados afirmam que uma empresa \u00e9 boa quando seu servi\u00e7o de atendimento \u00e9 bom. As organiza\u00e7\u00f5es precisam repensar como conectam pessoas, dados e tecnologia para oferecer intera\u00e7\u00f5es consistentes e significativas.\r\n\r\nJunte-se aos l\u00edderes da Accenture, ServiceNow e Genesys para explorar as tend\u00eancias que est\u00e3o remodelando as experi\u00eancias do cliente e do colaborador. Descubra como as empresas l\u00edderes est\u00e3o transformando o atendimento em estrat\u00e9gia, escalando a IA de forma respons\u00e1vel e usando a orquestra\u00e7\u00e3o das experi\u00eancias para criar momentos que geram confian\u00e7a, fidelidade e crescimento.\r\nDurante a sess\u00e3o, voc\u00ea descobrir\u00e1:\r\n\r\nComo construir fidelidade do cliente por meio de opera\u00e7\u00f5es unificadas\r\n\r\nO que vem por a\u00ed para a CX: da IA ag\u00eantica \u00e0 orquestra\u00e7\u00e3o de experi\u00eancias e parcerias unificadas\r\n\r\nComo uma estrat\u00e9gia proativa e dados conectados transformam a IA em uma verdadeira vantagem competitiva para a experi\u00eancia do cliente (CX)\r\n\r\nConhe\u00e7a os palestrantes\r\n[component_bio_block name=\"Greg Thomas\" title=\"Senior Director, Thought Leadership, Genesys\" photo=\"610006\"][\/component_bio_block][component_bio_block name=\"Gino Sferra\" title=\"Accenture ServiceNow Business Group Customer & Industry Lead \u2013 Global\" photo=\"610007\"][\/component_bio_block][component_bio_block name=\"Navya Pandiri\" title=\"Product Director, ServiceNow\" photo=\"610008\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Customer Reference Forum – BCD Travel<\/h3>
\r\nEntregando jornadas mais inteligentes em escala com o Genesys Cloud\r\n\r\nA BCD transformou sua experi\u00eancia do cliente ao centralizar opera\u00e7\u00f5es e migrar para o Genesys Cloud\u2122, permitindo intera\u00e7\u00f5es mais r\u00e1pidas, mais eficientes em custo e mais personalizadas para viajantes em todo o mundo.\r\n\r\nEsta sess\u00e3o interativa vai mostrar como os viajantes j\u00e1 se beneficiam de chamadas mais curtas e transfer\u00eancias autom\u00e1ticas para seus agentes preferidos, al\u00e9m de como a BCD ganhou impulso interno para a pr\u00f3xima onda de inova\u00e7\u00e3o.17 de dezembro de 2025 \u2013 14h00 (GMT -3 Brasilia)[cutoff co_thick=\"2px\"]Junte-se a n\u00f3s em um f\u00f3rum de refer\u00eancia ao vivo com Christina Bell, Vice-Presidente de Opera\u00e7\u00f5es de Contact Center, e saiba como a BCD Travel usa o Genesys Cloud para:[mktoform cta_button=\"Inscreva-se agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CVW9IAO\"]\r\n\r\n \r\nPr\u00f3ximos Customer Reference Forums\r\nN\u00e3o perca os pr\u00f3ximos customer reference forums \u2014 acompanhe esta p\u00e1gina para ver as pr\u00f3ximas sess\u00f5es que est\u00e3o por vir.\r\nConhe\u00e7a as speakers\r\n[component_bio_block name=\"Claire Beatty\" title=\"Senior Director of Customer Advocacy, Genesys\" photo=\"604469\"][\/component_bio_block][component_bio_block][\/component_bio_block][component_bio_block name=\"Christina Bell\" title=\"Vice President of Contact Center Operations, BCD Travel\" photo=\"604467\"][\/component_bio_block][component_bio_block][\/component_bio_block]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Cinco tend\u00eancias redefinindo a CX em 2026<\/h3>
\r\nWEBINAR\r\n\r\nCinco tend\u00eancias que v\u00e3o redefinir a CX em 2026\r\n\r\nO que vem a\u00ed para lideres em experi\u00eancia\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]IA. Confian\u00e7a. Empatia. As novas bases da experi\u00eancia.Em 2026, haver\u00e1 uma mudan\u00e7a fundamental na forma como a experi\u00eancia do cliente gera valor. As organiza\u00e7\u00f5es que prosperarem n\u00e3o ser\u00e3o apenas as que adotarem novas tecnologias, mas as que reinventarem o que \u00e9 poss\u00edvel quando a experi\u00eancia se torna o principal diferencial competitivo.Junte-se a especialistas do setor e pioneiros de CX para entender os cinco movimentos que est\u00e3o transformando a experi\u00eancia do cliente:\u2022 Como a experi\u00eancia se tornou o maior diferencial competitivo das organiza\u00e7\u00f5es\u2022 Como a IA agentic est\u00e1 orquestrando jornadas e n\u00e3o apenas automatizando tarefas\u2022 Por que confian\u00e7a e transpar\u00eancia agora s\u00e3o vantagens estrat\u00e9gicas\u2022 Como construir uma for\u00e7a de trabalho humano-IA que entregue empatia em escala\u2022 Como a forma de medir resultados est\u00e1 evoluindo na era da experi\u00eanciaIsso n\u00e3o \u00e9 apenas mais uma previs\u00e3o de tend\u00eancias.\u00c9 o seu roadmap estrat\u00e9gico para competir em uma economia guiada pela experi\u00eancia.[mktoform cta_button=\"Registre-se hoje!\" cms_hold=\"RG\" cid_id=\"701Ht000001CVDbIAO\"]\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nConhe\u00e7a os Palestrantes\r\n<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

How a unified customer view helped AIA New Zealand level up service<\/h3>
\r\n Webinar on-demand\r\n\r\nComo uma vis\u00e3o unificada do cliente ajudou a AIA New Zealand a elevar o n\u00edvel do atendimentoDescubra como a AIA New Zealand reduziu o tempo m\u00e9dio de atendimento, aumentou a satisfa\u00e7\u00e3o dos clientes e possibilitou relat\u00f3rios em tempo real \u2014 tudo gra\u00e7as ao poder de uma plataforma totalmente integrada de CX e CRM.[mktoform cta_button=\"Assista agora\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CUQOIA4\"]97% dos consumidores afirmam que \u00e9 importante mudar de canal sem precisar repetir informa\u00e7\u00f5es \u2014 ainda assim, 84% dos l\u00edderes de CX continuam enfrentando dificuldades para oferecer experi\u00eancias conectadas e omnichannel devido a sistemas fragmentados e dados isolados, segundo o relat\u00f3rio \u201cO Cen\u00e1rio da Experi\u00eancia do Cliente\u201d da Genesys.Para atender a essas expectativas crescentes, seus agentes precisam de uma vis\u00e3o unificada que integre CRM, Contact Center as a Service, IA e gest\u00e3o da for\u00e7a de trabalho em um \u00fanico ambiente inteligente.Participe deste encontro com Luke Longney (CIO da AIA New Zealand), David Okulicz (CEO da Kytec), Hannah Brown (RVP da Salesforce) e Kyle Kuntz (VP da Genesys), e descubra como uma plataforma integrada de experi\u00eancia do cliente e CRM ajudou a AIA a elevar a efici\u00eancia do atendimento \u2014 de forma r\u00e1pida e sem interrup\u00e7\u00f5es.\r\nAssista e tenha acesso a:\r\n\r\nEstrat\u00e9gias comprovadas para preparar seu contact center para o futuro e escalar com agilidade\r\n\r\n<p class=\"text-20\">Um guia pr\u00e1tico para uma opera\u00e7\u00e3o de atendimento unificada \u2014 eliminando silos de dados e aprimorando o desempenho dos agentes.<\/p>\r\n\r\n3 benef\u00edcios de integrar as tecnologias do seu contact center e CRM\r\n\r\nConhe\u00e7a os Speakers\r\n[component_bio_block name=\"Kyle Kuntz\" title=\"VP, Global Tech Partnerships, Genesys\" photo=\"591026\"][\/component_bio_block][component_bio_block name=\"Luke Longney\" title=\"CIO, AIA New Zealand\" photo=\"591027\"][\/component_bio_block][component_bio_block name=\"David Okulicz\" title=\"Kytec, CEO\" photo=\"591024\"][\/component_bio_block][component_bio_block name=\"Hannah Brown\" title=\"Salesforce, RVP, Strategic Partnerships\" photo=\"591025\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Genesys Orchestrators: Transforme cada intera\u00e7\u00e3o em insights valiosos com o poder da IA<\/h3>
Webinar ao vivo\r\nGenesys Orchestrators: Transforme cada intera\u00e7\u00e3o em insights valiosos com o poder da IA\r\n\r\n13 de novembro, \u00e0s 10:00\r\n[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nParticipe e veja:\r\n\r\n \t\r\nFundamentos do STA: entenda os principais conceitos e funcionalidades.\r\n\r\n \t\r\nConfigura\u00e7\u00e3o pr\u00e1tica: crie Programas, T\u00f3picos e Frases em minutos.\r\n\r\n \t\r\nAnalytics e relat\u00f3rios: transforme dados em intelig\u00eancia de neg\u00f3cio.\r\n\r\n \tIA aplicada \u00e0 qualidade: use resumos autom\u00e1ticos e pontua\u00e7\u00e3o por IA.\r\n\r\n[\/component_card][mktoform cta_button=\"Participe\" form_reach=\"noreach\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CVAmIAO\"]\r\nPr\u00e9via\r\n\r\nA intelig\u00eancia artificial est\u00e1 redefinindo a an\u00e1lise de intera\u00e7\u00f5es entre empresas e clientes.Neste webinar da s\u00e9rie Orchestrators Education, descubra como o Genesys Speech and Text Analytics (STA) pode revolucionar sua gest\u00e3o de experi\u00eancia do cliente.\r\nVoc\u00ea aprender\u00e1, na pr\u00e1tica, como configurar Programas, T\u00f3picos e Frases para categorizar conversas, extrair insights de voz e texto, e aplicar novos recursos de IA e como resumos autom\u00e1ticos e pontua\u00e7\u00e3o inteligente, diretamente no Genesys Cloud WEM.\r\n\r\nExperts em CX participando\r\n\r\nRafael Marciano\r\nEducation Consultant | Orchestrator Education\r\nGenesys\r\n\r\nRodrigo Rom\u00e3o\r\nTeam Lead \u2013 NALA | Orchestrator Education\r\nGenesys\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"591755\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fresources|title:Hub%20de%20Recursos|target:_blank\"]\r\nInsight do Webinar\r\n\r\nParticipe do webinar exclusivo da Genesys e descubra como o Speech and Text Analytics (STA) e o Supervisor AI transformam dados de voz e texto em insights acion\u00e1veis para elevar a qualidade e efici\u00eancia da sua opera\u00e7\u00e3o. Inscreva-se gratuitamente!\r\n[\/component_card]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Economia da Experi\u00eancia: Como a IA Ag\u00eantica Gera Valor Real para os Neg\u00f3cios<\/h3>
Webinar on demand\r\nEconomia da Experi\u00eancia: Como a IA Ag\u00eantica Gera Valor Real para os Neg\u00f3cios\r\n[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nParticipe e veja:\r\n\r\n \t\r\nComo a IA Ag\u00eantica potencializa a personaliza\u00e7\u00e3o em escala.\r\n\r\n \t\r\nDe que forma ela conecta efici\u00eancia operacional e empatia para impactar clientes e colaboradores.\r\n\r\n \t\r\nCasos de uso pr\u00e1ticos que mostram resultados reais em diferentes setores.\r\n\r\n\r\n[\/component_card][mktoform cta_button=\"Assista a sess\u00e3o\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CV2dIAG\"]\r\nPr\u00e9via\r\n\r\nNa era da Economia da Experi\u00eancia, cada intera\u00e7\u00e3o com o cliente \u00e9 uma oportunidade de gerar valor. Mas como transformar essa vis\u00e3o em resultados tang\u00edveis para o neg\u00f3cio?\r\nNeste webinar, vamos explorar como a IA Ag\u00eantica est\u00e1 redefinindo o papel da intelig\u00eancia artificial no relacionamento com clientes, indo al\u00e9m da automa\u00e7\u00e3o e colocando racioc\u00ednio, planejamento e tomada de decis\u00e3o no centro da estrat\u00e9gia.\r\n\r\nExperts em CX participando\r\n\r\nClaudio Barbosa\r\nSr. Manager Solutions Consultant, Genesys\r\n\r\nJefferson Andrade\r\nSr. Solutions Consultant, Genesys\r\n\r\n\r\nCarolina Rocha\r\nPrincipal Business Value Consultant, Genesys\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"586698\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fresources|title:Hub%20de%20Recursos|target:_blank\"]\r\nInsight do Webinar\r\n\r\nNa Economia da Experi\u00eancia, n\u00e3o basta entregar produtos ou servi\u00e7os. \u00a0O valor real est\u00e1 em orquestrar jornadas completas, que unem efici\u00eancia e empatia em escala. Empresas que aplicam IA e dados em tempo real conseguem transformar cada intera\u00e7\u00e3o em uma oportunidade de:\r\nFidelizar clientes\r\nReduzir atritos\r\nGerar crescimento sustent\u00e1vel\r\nO futuro n\u00e3o \u00e9 apenas atender \u00e9 sobre encantar continuamente seus clientes.\r\n[\/component_card]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

IA Ag\u00eantica em a\u00e7\u00e3o: Crie e gerencie a pr\u00f3xima gera\u00e7\u00e3o de CX<\/h3>
Webinar on-demand\r\nIA Ag\u00eantica em a\u00e7\u00e3o: Crie e gerencie a pr\u00f3xima gera\u00e7\u00e3o de CX\r\n25 de setembro, \u00e0s 11:00\r\n\r\nNeste webinar, vamos explorar como a nova gera\u00e7\u00e3o de IA permite que os times criem intera\u00e7\u00f5es mais seguras, aut\u00f4nomas e f\u00e1ceis de gerenciar, utilizando plataformas como o Genesys AI Studio para otimizar processos e oferecer um atendimento verdadeiramente personalizado.[mktoform cta_button=\"Assista\" form_reach=\"noreach\" askphone=\"hot\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_jobfunction1=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Ver ahora\" cms_hold=\"RG\" cid_id=\"701Ht000001CUk5IAG\"]Descubra o poder da IA Agentic com as capacidades do Genesys AI Studio e dos AI Guides.\r\nCom o Genesys AI Studio, voc\u00ea pode projetar e implementar agentes virtuais inteligentes sem necessidade de c\u00f3digo, acelerando a inova\u00e7\u00e3o e facilitando para que qualquer equipe crie novas experi\u00eancias digitais. Gra\u00e7as \u00e0s barreiras de seguran\u00e7a integradas, a IA opera dentro de altos padr\u00f5es de conformidade, protegendo sua marca e seus clientes.\r\nAl\u00e9m disso, suas capacidades de autonomia permitem que a IA gerencie fluxos de intera\u00e7\u00e3o complexos e de m\u00faltiplas etapas, liberando os agentes humanos para se concentrarem em casos de maior valor. Dessa forma, sua organiza\u00e7\u00e3o poder\u00e1 escalar personaliza\u00e7\u00e3o e efici\u00eancia de maneira simples, segura e confi\u00e1vel.\r\nVamos mostrar:\r\nO que \u00e9 IA Ag\u00eantica (Agentic AI) e por que ela \u00e9 importante\r\n\r\nDiferen\u00e7as entre IA Ag\u00eantica e Bots\r\n\r\nCasos de uso e quando escolher a tecnologia correta de acordo com as necessidades\r\nConhe\u00e7a os speakers:[component_bio_block photo=\"592394\" name=\"Rodrigo Abra\u00e3o\" title=\"Senior Solution Consultant, Genesys\"][\/component_bio_block][component_bio_block photo=\"592393\" name=\"Cl\u00e1udio Barbosa\" title=\"Sr. Manager Solution Consultant, Genesys\"][\/component_bio_block][component_bio_block photo=\"586792\" name=\"Vinicius Loeschner\" title=\"Solution Consultant, Genesys\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

IA Ag\u00eantica: Perspectivas de CX e l\u00edderes de TI<\/h3>
\r\nWebinar sob demanda\r\n\r\n\r\nIA ag\u00eantica: O que consumidores e l\u00edderes de CX e TI disseram sobre a nova tecnologia\r\nDescubra insights dos 4.000 consumidores e 1.600 l\u00edderes de CX e TI que entrevistamos sobre IA ag\u00eantica[mktoform cta_button=\"Assista ao evento agora\" cta_header=\"Assista ao evento agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CUK6IAO\"]\r\nExplore o futuro da experi\u00eancia do cliente (CX) com insights de consumidores globais e l\u00edderes de CX e TI\r\nDescubra o que os consumidores mais desejam em suas experi\u00eancias, como a IA ag\u00eantica pode transformar estrat\u00e9gias de CX e por que uma governan\u00e7a clara \u00e9 crucial para a ado\u00e7\u00e3o respons\u00e1vel de IA. Esses insights v\u00eam de uma pesquisa global com 4.000 consumidores e 1.600 l\u00edderes de CX, revelando tend\u00eancias relevantes e percep\u00e7\u00f5es cr\u00edticas que moldam o futuro da IA ag\u00eantica.\r\nConhe\u00e7a insights sobre:\r\n\r\nO que \u00e9 IA ag\u00eantica e por que ela \u00e9 importante\r\n\r\nComo abordar as principais preocupa\u00e7\u00f5es de consumidores e empresas\r\n\r\nPassos pr\u00e1ticos para implementar IA ag\u00eantica com seguran\u00e7a usando guardrails integrados\r\n\r\nConhe\u00e7a os palestrantes\r\n[component_bio_block photo=\"587221\" name=\"Rahul Garg\" title=\"Vice President, Products, AI and Self-service, Genesys\"][\/component_bio_block][component_bio_block photo=\"520822\" name=\"Greg Thomas\" title=\"Senior Director, Thought Leadership, Genesys\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Como a Genesys pode apoiar em Desafios de Riscos Cibern\u00e9ticos\u200b<\/h3>
Webinar on-demand\r\nMenos Riscos, mais valor: Seguran\u00e7a como pilar da CX\r\n[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nAssista \u00e0 sess\u00e3o e:\r\n\r\n \tConhe\u00e7a estrat\u00e9gias para reduzir riscos cibern\u00e9ticos.\r\n \tVeja como a seguran\u00e7a integrada da Genesys Cloud mant\u00e9m sua opera\u00e7\u00e3o em conformidade.\r\n \tSaiba quais s\u00e3o as boas pr\u00e1ticas para garantir confidencialidade, integridade e disponibilidade.\r\n \tVeja em a\u00e7\u00e3o IA de maneira Respons\u00e1vel, \u00c9tica e com Guardrails.\r\n\r\n[\/component_card][mktoform cta_button=\"Assista\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CUNFIA4\"]\r\nPr\u00e9via\r\nUma \u00fanica brecha pode custar caro. Reconquistar a confian\u00e7a do cliente \u00e9 ainda mais dif\u00edcil.\r\n\r\nDescubra, neste webinar, como a abordagem All in One da Genesys Cloud consolida suas opera\u00e7\u00f5es, reduz a superf\u00edcie de ataque e diminui a depend\u00eancia de terceiros, fortalecendo a resili\u00eancia, a confian\u00e7a e a continuidade do seu CX.\r\n\r\nUsaremos o recente ataque ao ecossistema Pix como exemplo pr\u00e1tico para mostrar por que simplificar a cadeia de fornecedores \u00e9 vital para mitigar riscos.\r\nExperts em Seguran\u00e7a e CX participando\r\n\r\nAndr\u00e9 Bonatti\r\nPrincipal Security Solutions Architect, Genesys\r\n\r\nCarlos Ando\r\nSr. Solutions Architect, Genesys\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"585260\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fresources|title:Hub%20de%20Recursos|target:_blank\"]\r\nInsight do Webinar\r\nO ponto de partida da nossa conversa ser\u00e1 o ataque hacker recente que mirou a infraestrutura de conex\u00e3o do Pix no Brasil \u2014 epis\u00f3dio que a pol\u00edcia classificou como \u201co maior golpe sofrido pelas institui\u00e7\u00f5es financeiras pela internet\u201d . A partir desse caso real, vamos discutir:\r\nPor que um \u00fanico elo vulner\u00e1vel pode paralisar servi\u00e7os essenciais e corroer a confian\u00e7a do cliente.\r\nComo reduzir drasticamente a superf\u00edcie de ataque adotando uma plataforma all-in-one, em vez de integrar m\u00faltiplos sistemas de terceiros.\r\nBoas pr\u00e1ticas de resili\u00eancia e resposta a incidentes que se aplicam a qualquer organiza\u00e7\u00e3o que manuseia dados cr\u00edticos \u2014 n\u00e3o apenas bancos.\r\nVoc\u00ea ver\u00e1 na pr\u00e1tica como a Genesys Cloud ajuda empresas a antecipar amea\u00e7as, reagir em minutos e manter a continuidade do CX mesmo diante de investidas cibern\u00e9ticas complexas.\r\n[\/component_card]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Unificando front office e back office para transformar a entrega de servi\u00e7os<\/h3>
\r\nWebinar on-demand\r\n\r\nUnificando front office e back office para transformar a entrega de servi\u00e7os\r\nObtenha insights da ServiceNow, McGee-Smith Analytics, Stefanini e Genesys sobre entrega de servi\u00e7os, o poder da unifica\u00e7\u00e3o entre front office e back office, e o papel da automa\u00e7\u00e3o impulsionada por IA.[mktoform cta_button=\"Assista agora\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CT4lIAG\"]Os clientes esperam experi\u00eancias r\u00e1pidas, consistentes e sem esfor\u00e7o em cada intera\u00e7\u00e3o. Mas sistemas desconectados entre front office e back office criam lacunas que podem gerar frustra\u00e7\u00e3o, perda de clientes e inefici\u00eancias onerosas. O relat\u00f3rio \u201cO Cen\u00e1rio da Experi\u00eancia do Cliente\u201d revelou que 30% dos consumidores entrevistados deixaram de fazer neg\u00f3cios com uma empresa no \u00faltimo ano devido a uma m\u00e1 experi\u00eancia.\r\n\r\nParticipe deste encontro com a especialista do setor Sheila McGee-Smith e l\u00edderes da Genesys e da ServiceNow para uma imers\u00e3o sobre como a unifica\u00e7\u00e3o entre front e back office pode transformar sua opera\u00e7\u00e3o de servi\u00e7os \u2014 aumentando a fidelidade do cliente, a efici\u00eancia dos agentes e acelerando o tempo de resolu\u00e7\u00e3o.\r\n\r\nDurante a sess\u00e3o, voc\u00ea tamb\u00e9m ouvir\u00e1 a Stefanini, l\u00edder global em servi\u00e7os de TI, compartilhar como est\u00e1 redesenhando a entrega de servi\u00e7os e a experi\u00eancia dos agentes com o poder da integra\u00e7\u00e3o entre Genesys e ServiceNow.[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nAssista a sess\u00e3o e veja insights sobre:\r\n \r\n\r\n \t\r\nAs tend\u00eancias que est\u00e3o redefinindo a entrega de servi\u00e7os e o papel da IA e da automa\u00e7\u00e3o\r\n\r\n \t\r\nComo uma experi\u00eancia de servi\u00e7o unificada pode impulsionar a fidelidade do cliente e a agilidade operacional\r\n\r\n \t\r\nComo a Stefanini est\u00e1 promovendo excel\u00eancia no atendimento e aumentando a produtividade dos colaboradores com Genesys e ServiceNow\r\n\r\n\r\n[\/component_card]\r\nConhe\u00e7a os Speakers\r\n[component_bio_block name=\"Sheila McGee-Smith\" title=\"President and Principal Analyst, McGee-Smith Analytics\" photo=\"570365\"][\/component_bio_block][component_bio_block name=\"Brian Spencer\" title=\"Sr. Director, Product Management, Genesys\" photo=\"570366\"][\/component_bio_block][component_bio_block name=\"Ian Henderson\" title=\"Sr. Director, Product Management, ServiceNow\" photo=\"570367\"][\/component_bio_block][component_bio_block name=\"Andrew Lindsay\" title=\"UC Engineering Manager, Stefanini\" photo=\"570368\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Retrospectiva do Ano: O que deu errado em CX?<\/h3>
\r\nwebinar on-demand\r\n\r\nRetrospectiva do Ano:\r\nO que deu errado em CX?\r\nDescubra o que deu errado na experi\u00eancia do cliente (CX) em 2024 \u2014 e como ajustar sua estrat\u00e9gia para atender ao que os clientes realmente desejam em 2025.[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nAssista \u00e0 sess\u00e3o agora e:\r\n\u2022 Entenda como as expectativas dos consumidores est\u00e3o mudando.\r\n\u2022 Descubra como IA e plataformas em nuvem podem transformar a experi\u00eancia do cliente.\r\n\u2022 Conhe\u00e7a as melhores pr\u00e1ticas para oferecer experi\u00eancias personalizadas e sem fric\u00e7\u00f5es.\r\n[\/component_card][mktoform cta_button=\"Assista agora\" cta_header=\"Assista agora\" cms_hold=\"RG\" cid_id=\"701Ht000001CSkEIAW\"]\r\nPr\u00e9via\r\nAs expectativas dos clientes est\u00e3o em constante evolu\u00e7\u00e3o \u2014 mas nem todas as empresas est\u00e3o acompanhando esse ritmo.\r\n\r\nSegundo o relat\u00f3rio O Cen\u00e1rio da Experi\u00eancia do Cliente, 72% dos consumidores valorizam se sentir compreendidos ao interagir com suas marcas favoritas. No entanto, apenas 16% dos l\u00edderes de CX afirmam oferecer um atendimento omnichannel \u2014 essencial para proporcionar experi\u00eancias personalizadas e sem esfor\u00e7o.\r\n\r\nSer\u00e1 que a sua empresa est\u00e1 atendendo ao padr\u00e3o que gera lealdade?\r\n\r\nParticipe do webinar com Shep Hyken e Harry Folloder enquanto eles exploram os principais gaps de CX identificados em 2024 e apresentam solu\u00e7\u00f5es com base no relat\u00f3rio O Cen\u00e1rio da Experi\u00eancia do Cliente.\r\n\r\nVoc\u00ea tamb\u00e9m vai aprender como alinhar sua estrat\u00e9gia ao que os clientes realmente esperam em 2025.\r\n\r\nAre you meeting customer standards to drive loyalty?\r\n\r\nJoin Shep Hyken and Harry Folloder as they uncover key CX gaps from 2024 and share solutions from \u201cThe State of Customer Experience\u201d report.\u202fPlus, you\u2019ll learn how to align your strategy with what customers truly want.\r\nExperts em CX participando\r\n\r\nShep Hyken\r\n \r\nAuthor, Speaker and CX expert\r\n\r\nHarry Folloder\r\n \r\nChief Digital and Technology Officer, Alorica\r\n[component_card content_alignment=\"text-center\" media_size=\"thumbnail\" cta_style=\"btn\" background_color=\"bgc-glass-dark\" media=\"561408\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fresources%2Fstate-of-cx|title:Acesse%20o%20relat%C3%B3rio|target:_blank|\"]O webinar traz insights baseados em dados do relat\u00f3rio O Cen\u00e1rio da Experi\u00eancia do Cliente.\r\n\r\nBaixe o relat\u00f3rio e tenha acesso a informa\u00e7\u00f5es valiosas extra\u00eddas de uma pesquisa com mais de 5.000 consumidores e 1.000 l\u00edderes de CX em todo o mundo.[\/component_card]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Quando pessoas e IA atuam juntas: agentes e supervisores mais preparados para melhores resultados em CX<\/h3>
\r\nOn-demand webinar\r\n\r\n\r\nQuando pessoas e IA atuam juntas:Agentes e supervisores mais preparados para melhores resultados em experi\u00eancia do cliente\r\nDescubra como os Copilotos de Agente e Supervisor do Genesys Cloud\u2122 atuam em conjunto para criar um contact center mais inteligente e eficiente \u2014 ajudando agentes a oferecer um atendimento superior ao cliente e permitindo que supervisores otimizem o desempenho das equipes.[mktoform cta_button=\"Assista agora\" cms_hold=\"RG\" cid_id=\"7014X000003AhCG\"]\r\nOs Copilotos do Genesys Cloud podem impulsionar:\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n \tRedu\u00e7\u00e3o de custos \u2013 Automatize tarefas para diminuir gastos com equipe, treinamento e opera\u00e7\u00f5es.\r\n \tMais efici\u00eancia \u2013 Agentes lidam com mais intera\u00e7\u00f5es, supervisores ganham tempo ao reduzir tarefas manuais e as avalia\u00e7\u00f5es de qualidade escalam com facilidade.\r\n \tDecis\u00f5es mais inteligentes \u2013 Insights gerados por IA ajudam l\u00edderes a identificar tend\u00eancias, lacunas e oportunidades para definir estrat\u00e9gias mais eficazes.\r\n \tMaior satisfa\u00e7\u00e3o de clientes e colaboradores \u2013 Agentes mais satisfeitos oferecem um atendimento melhor, elevando os \u00edndices de satisfa\u00e7\u00e3o e NPS.\r\n \tEscalabilidade sem complexidade \u2013 A IA permite expandir sua opera\u00e7\u00e3o com fluidez, acompanhando a evolu\u00e7\u00e3o da demanda dos clientes.\r\n\r\nOs Copilotos do Genesys Cloud v\u00e3o al\u00e9m de facilitar tarefas \u2014 eles tornam as intera\u00e7\u00f5es mais relevantes, fortalecem a atua\u00e7\u00e3o dos times e geram melhores resultados de neg\u00f3cio.\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nConhe\u00e7a os experts\r\n[component_bio_block photo=\"565794\" name=\"Lindsey Ray Bonanni\" title=\"Director of Product Marketing, Genesys\"][\/component_bio_block][component_bio_block photo=\"565793\" name=\"Leor Grebler\" title=\"Principal Product Manager, AI Copilot, Genesys\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Al\u00e9m dos Chatbots: Elevando o autoservi\u00e7o com Agentes Virtuais<\/h3>
Webinar on-demand\r\nAl\u00e9m dos Chatbots: Elevando o autoservi\u00e7o com Agentes Virtuais\r\n\r\nUma compara\u00e7\u00e3o sobre como os agentes virtuais superam os chatbots tradicionais\r\nDispon\u00edvel sob demanda!\r\n[mktoform cta_button=\"Registre-se\" cta_header=\"Watch now\" cms_hold=\"RG\" cid_id=\"7014X000003AhMqQAK\"]\u00c0 medida que os volumes de atendimento ao cliente aumentam, as limita\u00e7\u00f5es dos chatbots tradicionais se tornam cada vez mais evidentes. Capacidades restritas e fluxos de trabalho r\u00edgidos resultam em frustra\u00e7\u00e3o para os clientes, custos operacionais mais altos e perda de oportunidades para oferecer experi\u00eancias personalizadas.\r\n\r\nAssista a este webinar sob demanda e descubra como agentes virtuais avan\u00e7ados v\u00e3o al\u00e9m dos chatbots tradicionais para revolucionar as intera\u00e7\u00f5es com os clientes. Desde o primeiro contato at\u00e9 a resolu\u00e7\u00e3o final, esta sess\u00e3o demonstra como os agentes virtuais aprimoram cada etapa da jornada do cliente \u2014 proporcionando experi\u00eancias superiores, maior efici\u00eancia e impacto mensur\u00e1vel nos neg\u00f3cios.[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nParticipe da sess\u00e3o ao vivo e saiba como:\r\n\r\n \tLidar com consultas complexas com precis\u00e3o: Veja como os agentes virtuais utilizam IA avan\u00e7ada para oferecer respostas inteligentes e humanizadas, atendendo at\u00e9 mesmo \u00e0s necessidades mais complexas que os chatbots tradicionais n\u00e3o conseguem gerenciar.\r\n \tColaborar perfeitamente com agentes humanos: Entenda como os agentes virtuais garantem transi\u00e7\u00f5es fluidas para atendentes ao vivo quando necess\u00e1rio, proporcionando uma experi\u00eancia sem atritos e mais satisfat\u00f3ria para o cliente.\r\n \tAutomatizar fluxos de trabalho para maior efici\u00eancia: Explore como recursos como resumos automatizados de conversas e c\u00f3digos de finaliza\u00e7\u00e3o otimizam as opera\u00e7\u00f5es, aumentam a produtividade e reduzem a carga de trabalho da sua equipe.\r\n\r\n[\/component_card]Destinado \u00e0: Este webinar \u00e9 ideal para l\u00edderes de contact center, gerentes de atendimento ao cliente, executivos de neg\u00f3cios e qualquer pessoa interessada em aproveitar o poder da IA para aprimorar as capacidades de experi\u00eancia do cliente.\r\nConhe\u00e7a os Speakers\r\n[component_bio_block name=\"Claudio Barbosa\" title=\"Sr Manager Solutions Consultant\" photo=\"160069\"][\/component_bio_block][component_bio_block name=\"Rodrigo Abra\u00e3o\" title=\"Sr. Solutions Consultant\" photo=\"546802\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Celebrando as mulheres na lideran\u00e7a: Impulsionando a transforma\u00e7\u00e3o nos neg\u00f3cios e na tecnologia<\/h3>
\r\nCelebrando as mulheres na lideran\u00e7a: impulsionando a transforma\u00e7\u00e3o nos neg\u00f3cios e na tecnologia\r\nInsights de lideran\u00e7a e o poder da IA com mulheres que s\u00e3o refer\u00eancias do setor\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]Assista a um painel din\u00e2mico com mulheres de destaque que est\u00e3o impulsionando a transforma\u00e7\u00e3o nos neg\u00f3cios e na tecnologia para clientes e colaboradores.\r\n\r\nAs painelistas compartilhar\u00e3o suas estrat\u00e9gias de sucesso para liderar equipes inclusivas em neg\u00f3cios e tecnologia, suas perspectivas sobre como a chegada da Gera\u00e7\u00e3o Z exigir\u00e1 uma nova abordagem de lideran\u00e7a \u2014 e por que a inclus\u00e3o \u00e9 mais importante do que nunca em um mundo cada vez mais impulsionado pela IA.[mktoform cta_button=\"Assista agora\" cms_hold=\"RG\" cid_id=\"7014X000003AgvhQAC\"]\r\nConhe\u00e7a as palestrantes\r\n[component_bio_block photo=\"556590\" name=\"Mary Henderson\" title=\"Head of Contact Center Technology, IHG Hotels & Resorts\"][\/component_bio_block][component_bio_block photo=\"557126\" name=\"Jeanne Barr\" title=\"Technology Innovation Planner\"][\/component_bio_block][component_bio_block photo=\"557127\" name=\"Valeria Escobar Zea\" title=\"Global Service Transformation Manager, CEMEX\"][\/component_bio_block][component_bio_block photo=\"557128\" name=\"Ellen Patterson\" title=\"Deputy Service Manager, Refuge\"][\/component_bio_block][component_bio_block photo=\"557129\" name=\"Janelle Binder\" title=\"SVP, Customer Advocacy and Engagement, Genesys\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Analyst Webinar<\/p>

Redefinindo CX na era da IA<\/h3>
\r\nOn-demand\r\n\r\nRedefinindo o CX na era da IA\r\nO que nossa pesquisa e experts dizem sobre o futuroA intelig\u00eancia artificial (IA) est\u00e1 transformando a experi\u00eancia do cliente (CX) e rapidamente se tornando essencial para l\u00edderes do setor. O mais recente relat\u00f3rio da Genesys, \"Experi\u00eancia do Cliente na Era da IA\", revela que mais de 80% dos l\u00edderes de CX consideram a IA um impulsionador-chave para o sucesso futuro de suas organiza\u00e7\u00f5es. Sem IA, as empresas correm o risco de ficar para tr\u00e1s, perder clientes e desengajar colaboradores.Participe para obter insights valiosos do relat\u00f3rio e ouvir tr\u00eas especialistas do setor compartilhando seu conhecimento sobre como a IA est\u00e1 remodelando o cen\u00e1rio da CX.N\u00e3o perca essa oportunidade \u2014 assista e saiba:\u00a0\r\n \tComo os principais profissionais de CX est\u00e3o aproveitando os benef\u00edcios da IA\r\n \tEstrat\u00e9gias comprovadas para superar os desafios da integra\u00e7\u00e3o de IA\r\n \tO futuro da IA no aprimoramento das experi\u00eancias de clientes e colaboradores\r\n\r\n\r\n\r\nPor que eu devo assistir:\u00a0Este webinar \u00e9 ideal para l\u00edderes de contact center, gerentes de atendimento ao cliente, executivos de neg\u00f3cios e qualquer pessoa interessada em aproveitar a IA para aprimorar suas capacidades de experi\u00eancia do cliente.[mktoform cta_header=\"\" cta_button=\"Assista agora\" cms_hold=\"RG\" cid_id=\"7014X000003AfMBQA0\"]\r\nConhe\u00e7a os palestrantes\r\n\r\nR \"Ray\" Wang\r\nPrincipal Analyst and Founder\u200b\r\nConstellation Research\r\n\r\nAron Meyer\r\nDigital Workplace Solutions Architect\r\nUnisys\r\n\r\nBrett Weigl\r\nSVP, AI Product Management\r\nGenesys\r\n\r\nGreg Thomas\r\nSenior Director, Thought Leadership\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

User Groups Brasil: Casas Bahia<\/h3>
\r\nGenesys User Groups - On Demand\r\n\r\nUser Groups Brasil: Casas Bahia\r\nEsperamos voc\u00ea para mais uma edi\u00e7\u00e3o do User Group Brasil, no dia 04 de dezembro, \u00e0s 13 horas. Desta vez recebemos o cliente Casas Bahia para contar como, por meio da Genesys, est\u00e1 continuamente melhorando a Experi\u00eancia do cliente e dos colaboraores. Al\u00e9m de ajudar outras companhias a impulsionar a revolu\u00e7\u00e3o digital com IA de seus contact centers.[cutoff]04 de dezembro, 13:00A nossa sess\u00e3o de User Group Brasil \u00e9 uma boa \u00f3tima oportunidade para se conectar com pessoas que, assim como voc\u00ea, procuram aprender com outros profissionais de excel\u00eancia e trocar experiencias, insights e muito mais!\r\n\r\nVoc\u00ea n\u00e3o vai ficar fora dessa, n\u00e3o \u00e9 mesmo? Fa\u00e7a agora a sua inscri\u00e7\u00e3o e garanta a sua vaga!\r\n\r\nO que esperar? As Casas Bahia est\u00e1 revolucionando o atendimento ao cliente e a experi\u00eancia dos colaboradores. Aliando nossa expertise a robustas ferramentas de intelig\u00eancia artificial, redesenhamos a sua jornada de atendimento, reduzindo custos e colocando \u00e0 disposi\u00e7\u00e3o do seu neg\u00f3cio o que h\u00e1 de mais moderno em gest\u00e3o de relacionamento com clientes.\r\n\r\nFa\u00e7a sua inscri\u00e7\u00e3o e venha descobrir como as Casas Bahia est\u00e3o ajudando outras empresas a melhorar continuamente seu atendimento aos seus clientes.\r\n\r\nUm hora de muita troca, insights valiosos e networking!\r\n\r\nAgenda\r\n\r\n13h \u2013 Abertura\r\n\r\n13h10 \u2013 Caso de Uso Casas Bahia\r\n\r\n13h45 \u2013 Perguntas\r\n\r\n14h \u2013 Encerramento[mktoform cta_button=\"Assista \u00e0 sess\u00e3o\" cta_header=\"Participe da sess\u00e3o\" cms_hold=\"RG\" cid_id=\"7014X000003Ag8UQAS\"]\r\nConhe\u00e7a os Palestrantes\r\n\r\nFernando Souto\r\nGerente de Atendimento e CX\r\nCasas Bahia\r\n\r\nJuliana Spinardi\r\nCustomer Adovcacy Manager LATAM\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Potencialize sua equipe com IA e Copiloto do Agente<\/h3>
\r\nWebinar ao vivo\r\n\r\nPotencialize sua equipe com IA e Agent Copilot\r\n\ud83d\uddd3\ufe0f 19 de novembro\r\n\u23f0 10:00\r\nExplore o Agent Copilot e veja como ele pode reduzir o trabalho manual, oferecendo informa\u00e7\u00f5es em tempo real, a pr\u00f3xima melhor a\u00e7\u00e3o e resumos automatizados aos agentes.[mktoform cta_button=\"Garanta o seu lugar\" cms_hold=\"RG\" cid_id=\"7014X000003Ag5VQAS\"]Os agentes de contact center hoje enfrentam consultas mais complexas, gerenciam intera\u00e7\u00f5es em m\u00faltiplos canais e sentem uma press\u00e3o maior para cumprir SLAs mais rigorosos \u2014 tudo isso enquanto tentam oferecer uma experi\u00eancia personalizada.\r\n\r\nVeja de perto como o Agent Copilot atua ao lado dos seus agentes enquanto eles atendem os clientes, oferecendo suporte para a pr\u00f3xima melhor a\u00e7\u00e3o durante uma intera\u00e7\u00e3o ao vivo, al\u00e9m de auxiliar na cria\u00e7\u00e3o de resumos e na coleta de dados.[component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\nParticipe do webinar e veja:\r\n\r\n\r\n \tComo o papel dos agentes de contact center est\u00e1 mudando\r\n \tA intelig\u00eancia artificial transformando a forma como os agentes trabalham\r\n \tComo o Agent Copilot pode impulsionar resultados no seu contact center\r\n\r\n[\/component_card]\r\nConhe\u00e7a os Speakers\r\n[component_bio_block photo=\"523381\" name=\"Jefferson Andrade\" title=\"Sr Solutions Consultant\"][\/component_bio_block][component_bio_block name=\"Claudio Barbosa\" title=\"Sr Solutions Consultant Manager\" photo=\"160069\"][\/component_bio_block][component_bio_block photo=\"547509\" name=\"Rodrigo Abra\u00e3o\" title=\"Sr Solutions Consultant\"][\/component_bio_block]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Empatia em A\u00e7\u00e3o – Genesys disponibiliza GenesysCloud por 60 dias sem custos para ajudar opera\u00e7\u00f5es do Rio Grande do Sul<\/h3>
\r\nWebinar on demand\r\n\r\n[this_page_title]\r\nAssista On-Demand[cutoff co_thick=\"2px\"]A Genesys \u00e9 l\u00edder mundial em solu\u00e7\u00f5es de Gest\u00e3o, Atendimento e Orquestra\u00e7\u00e3o de Intera\u00e7\u00f5es. Nossa Plataforma \u00e9 baseada em nuvem e oferece uma variedade de recursos para melhorar a experi\u00eancia do cliente e otimizar as opera\u00e7\u00f5es de atendimento ao cliente.\r\n\r\nPensando nisso, e colocando em pr\u00e1tica nossos valores, entre eles a Empatia,\u00a0 a Genesys criou uma oferta, sem compromisso de continuidade, com o Genesys Cloud, sem custos por 60 dias, com implementa\u00e7\u00e3o b\u00e1sica em at\u00e9 72 horas, para que voc\u00eas possam atender os seus clientes.\r\n\r\nNeste encontro, vamos mostrar como Genesys e pode ser a chave para:\r\n\r\n \tOrquestrar canais digitais e de voz com IA de forma simples\r\n \tIntegrar-se perfeitamente para proporcionar casos de uso de alto impacto\r\n \tNutrir uma cultura de excel\u00eancia na experi\u00eancia do colaborador\r\n \tAlavancar an\u00e1lises e relat\u00f3rios completos, reunidos em uma \u00fanica plataforma de IA com vis\u00e3o 360 do cliente\r\n\r\nReserve seu lugar agora mesmo!\r\n\r\n*A oferta apresentada neste webinar \u00e9 v\u00e1lida unicamente e est\u00e1 disponivel apenas para empresas da regi\u00e3o do Rio Grande do Sul. Entre em contato conosco para esclarecer eventuais d\u00favidas.[mktoform cta_header=\"Veja como foi a sess\u00e3o\" cta_button=\"Assista\" form_p_target=\"custom\" form_prefill=\"noprefill\" form_reach=\"noreach\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_jobfunction1=\"disabled\" fl_joblevel1=\"disabled\" fl_title=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" ar_status=\"Event\" cms_hold=\"RG\" cid_id=\"7014X000003AebgQAC\" url=\"https:\/\/library.genesys.com\/m\/58b63de34302a93b\/original\/Webinar-Empatia-em-Acao-Genesys-Brasil-PT-BR.mp4\"]\r\nConhe\u00e7a os Palestrantes\r\n\r\nJefferson Andrade\r\nSr. Solutions Consultant LATAM\r\nGenesys\r\n\r\nMatheus Silva\r\nAccount Executive\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

User Groups Brasil: Datametrica<\/h3>
\r\nGenesys User Groups\r\n\r\nUser Groups Brasil: Datam\u00e9trica\r\nEsperamos voc\u00ea para mais uma edi\u00e7\u00e3o do User Group Brasil, no dia 25 de junho, \u00e0s 13 horas. Desta vez recebemos o cliente Datam\u00e9trica para contar como, por meio da Genesys, est\u00e1 continuamente melhorando o atendimento aos seus clientes. Al\u00e9m de ajudar outras companhias a impulsionar a revolu\u00e7\u00e3o digital de seus contact centers.[cutoff]25 de junho, 13:00A nossa sess\u00e3o de User Group Brasil \u00e9 uma boa \u00f3tima oportunidade para se conectar com pessoas que, assim como voc\u00ea, procuram aprender com outros profissionais de excel\u00eancia e trocar experiencias, insights e muito mais!\r\n\r\nVoc\u00ea n\u00e3o vai ficar fora dessa, n\u00e3o \u00e9 mesmo? Fa\u00e7a agora a sua inscri\u00e7\u00e3o e garanta a sua vaga!\r\n\r\nO que esperar? A Datam\u00e9trica \u00e9 especialista em entregar inova\u00e7\u00e3o que impulsiona a intera\u00e7\u00e3o entre voc\u00ea e o seu cliente. Aliando nossa expertise a robustas ferramentas de intelig\u00eancia artificial, redesenhamos a sua jornada de atendimento, reduzindo custos e colocando \u00e0 disposi\u00e7\u00e3o do seu neg\u00f3cio o que h\u00e1 de mais moderno em gest\u00e3o de relacionamento com clientes.\r\n\r\nFa\u00e7a sua inscri\u00e7\u00e3o e venha descobrir como a Datam\u00e9trica est\u00e1 ajudando outras empresas a melhorar continuamente seu atendimento aos seus clientes.\r\n\r\nUm hora de muita troca, insights valiosos e networking!\r\n\r\nAgenda\r\n\r\n13h \u2013 Abertura\r\n\r\n13h10 \u2013 Caso de Uso Genesys com Datam\u00e9trica\r\n\r\n13h45 \u2013 Perguntas\r\n\r\n14h \u2013 Encerramento[mktoform cta_header=\"Participe da sess\u00e3o\" cta_button=\"Registre-se!\" cms_hold=\"RG\" cid_id=\"7014X000003AeYeQAK\"]\r\nConhe\u00e7a os Palestrantes\r\n\r\nAlexandre Souza\r\nCTO Datam\u00e9trica\r\n\r\nLeonardo Xavier\r\nInnovation and Technology Manager\r\nDatam\u00e9trica\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

User Groups Brasil: Sabin<\/h3>
\r\nGenesys User Groups\r\n\r\nUser Groups Brasil: Sabin\r\nEsperamos voc\u00ea para mais uma edi\u00e7\u00e3o do User Group Brasil, no dia 03 de abril, \u00e0s 14 horas. Desta vez recebemos o cliente Sabin Diagn\u00f3stico e Sa\u00fade para contar como, por meio da Genesys, est\u00e1 continuamente melhorando o atendimento aos seus clientes.[cutoff]03 de abril, 14:00A nossa sess\u00e3o de User Group Brasil \u00e9 uma boa \u00f3tima oportunidade para se conectar com pessoas que, assim como voc\u00ea, procuram aprender com outros profissionais de excel\u00eancia e trocar experiencias, insights e muito mais! \r\n\u00a0\r\n\r\nVoc\u00ea n\u00e3o vai ficar fora dessa, n\u00e3o \u00e9 mesmo? Fa\u00e7a agora a sua inscri\u00e7\u00e3o e garanta a sua vaga!\u00a0\r\n\r\nO que esperar? \r\n\r\nA Sabin \u00e9 um cliente Genesys que se compromete diariamente com o atendimento r\u00e1pido ao cliente. Com o atendimento via WhatsApp, a empresa superou o atendimento de voz nos \u00faltimos 03 meses e chegou a mais de 1 milh\u00e3o de atendimentos digitais. \r\n\u00a0\r\n\r\nFa\u00e7a sua inscri\u00e7\u00e3o e venha descobrir como a Sabin est\u00e1 melhorando a triagem de atendimento de agendamentos, est\u00e1 ampliando os canais digitais e nacionalizando seu suporte. \r\n\r\nFalaremos sobre \r\nAtendimento na \u00e1rea da sa\u00fade \u00a0\r\nCanais Digitais \u00a0\r\nGenesys AI \u00a0\r\n\u00a0\r\n\r\nAgenda \u00a0\r\n\r\n14h \u2013 Abertura \r\n14h10 \u2013 Caso de Uso Genesys com Sabin \r\n14h45 \u2013 Perguntas \r\n15h \u2013 Encerramento [mktoform cta_header=\"Participe da sess\u00e3o\" cta_button=\"Registre-se!\" cms_hold=\"RG\" cid_id=\"7014X000002exN3QAI\"]\r\nConhe\u00e7a os Palestrantes\r\n\r\nClaudio Laudeauzer\u00a0\r\nCIO | CTO\r\nSabin\r\n\r\nNeilton Alves Dos Santos \r\nGerente de Projetos e Experi\u00eancia do Cliente\r\nSabin\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

CX Cloud Genesys & Salesforce: O poder da Orquestra\u00e7\u00e3o na Experi\u00eancia do Cliente<\/h3>
\r\nWebinar On-Demand\r\n\r\n[this_page_title]\r\n\r\nWebinar dispon\u00edvel on-demand, veja quando quiser\r\n[cutoff co_thick=\"2px\"]Descubra o Poder de Transformar Experi\u00eancias do Cliente com Genesys e Salesforce!\r\n\r\nVenha conosco nesta jornada da incr\u00edvel parceria, onde vamos explorar como voc\u00ea pode elevar suas experi\u00eancias do cliente a um patamar de excel\u00eancia, unindo as poderosas capacidades de Orquestra\u00e7\u00e3o com IA da Genesys e a expertise em CRM da Salesforce.\r\n\r\nNeste encontro, vamos mostrar como Genesys e Salesforce podem ser a chave para:\r\n\r\n \tOrquestrar canais digitais e de voz com IA de forma simples\r\n \tIntegrar-se perfeitamente com a Salesforce para proporcionar casos de uso de alto impacto\r\n \tNutrir uma cultura de excel\u00eancia na experi\u00eancia do colaborador\r\n \tAlavancar an\u00e1lises e relat\u00f3rios completos, reunidos em uma \u00fanica plataforma de IA com vis\u00e3o 360 do cliente\r\n\r\nO caminho para uma jornada memor\u00e1vel est\u00e1 \u00e0 sua espera. Reserve seu lugar agora mesmo![mktoform cta_button=\"Assista agora\" form_prefill=\"noprefill\" form_reach=\"noreach\" form_type=\"advanced\" fl_country=\"disabled\" fl_city=\"disabled\" fl_jobfunction1=\"disabled\" fl_joblevel1=\"disabled\" fl_title=\"disabled\" fl_website=\"disabled\" fl_industry1=\"disabled\" fl_levelofinterest1=\"disabled\" fl_numberofagentsform1=\"disabled\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_required%22%3A%22required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%5D\" ar_status=\"Event\" cta_header=\"Reserve seu lugar\" cms_hold=\"RG\" cid_id=\"7014X000002exOBQAY\"]\r\nConhe\u00e7a os Palestrantes\r\n\r\nRod Dias\r\nSr. Solutions Consultant LATAM\r\nGenesys\r\n\r\nGustavo Borges\r\nSr. Solutions Consultant LATAM\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Genesys e Salesforce: Unificando CCaaS, WEM e CRM<\/h3>
\r\nWebinar on-demand\r\n\r\nGenesys e Salesforce: Unificando CCaaS, WEM e CRM\r\n\r\nAprenda como simplificar sua pilha de tecnologia, unificar dados de clientes e capacitar agentes\r\n[cutoff co_thick=\"2px\"]Os clientes desejam consist\u00eancia e personaliza\u00e7\u00e3o em todos os canais de intera\u00e7\u00e3o. E seus agentes precisam de uma \u00fanica vis\u00e3o do cliente e das intera\u00e7\u00f5es para fornecer um servi\u00e7o eficiente. Para atender \u00e0s expectativas da economia de experi\u00eancia atual, voc\u00ea precisa unificar sistemas cr\u00edticos de engajamento, incluindo Contact Center como Servi\u00e7o (CCaaS) e sistemas CRM\r\n\r\nGenesys e Salesforce se uniram para criar uma solu\u00e7\u00e3o unificada de gerenciamento de experi\u00eancia do cliente e relacionamento, alimentada por intelig\u00eancia artificial (IA): CX Cloud da Genesys e Salesforce.\r\n\r\nJunte-se a Sheila McGee-Smith, Presidente e Analista Principal da McGee-Smith Analytics; Rekha Srivatsan, VP de Marketing de Produto da Salesforce; e Jack Nichols, VP de Gerenciamento de Produto da Genesys, para aprender como equipes de produtos conjuntas desses dois l\u00edderes da ind\u00fastria est\u00e3o redefinindo as experi\u00eancias de clientes e colaboradores para impulsionar jornadas mais profundamente conectadas, de ponta a ponta.\r\n\r\nVoc\u00ea sair\u00e1 da sess\u00e3o sabendo:\r\n\r\n \tComo um CRM e CCaaS unificar\u00e3o a CX e a EX\r\n \tPrincipais ferramentas para apoiar e amplificar o poder dos agentes\r\n \tMelhores pr\u00e1ticas para personalizar a CX com IA\r\n\r\n[mktoform cta_header=\"Veja o webinar\" cta_button=\"Assista agora\" cms_hold=\"RG\" cid_id=\"7014X000002evr2QAA\"]\r\nConhe\u00e7a os palestrantes\r\n\r\nSheila McGee-Smith\r\nPresident & Principal Analyst\r\nMcGee-Smith Analytics\r\n\r\nRekha Srivatsan\r\nVP of Product Marketing\r\nSalesforce\r\nJack Nichols\r\nVP of Product Management\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

Bate papo sobre a Economia da Experi\u00eancia<\/h3>
\r\nLideran\u00e7a Disruptiva:\r\n\r\nDescubra uma nova abordagem para a medi\u00e7\u00e3o da experi\u00eancia\r\n\r\nA economia da experi\u00eancia est\u00e1 pronta para a disrup\u00e7\u00e3o\r\nAcompanhe Charlene Li, Peter Graf e James Xiao enquanto eles exploram por que h\u00e1 um forte desejo da ind\u00fastria por uma nova solu\u00e7\u00e3o de medi\u00e7\u00e3o de experi\u00eancia.\r\n\r\nPor d\u00e9cadas, as organiza\u00e7\u00f5es t\u00eam se baseado no Net Promoter Score (NPS), na Satisfa\u00e7\u00e3o do Cliente (CSAT) e em m\u00e9tricas similares para medir experi\u00eancias. Mas \u00e0 medida que as expectativas dos clientes e dos funcion\u00e1rios continuam a evoluir rapidamente, est\u00e1 claro que essas pr\u00e1ticas de medi\u00e7\u00e3o n\u00e3o acompanharam o ritmo para fornecer insights de experi\u00eancia acion\u00e1veis que levem a melhorias significativas e centradas no humano nos neg\u00f3cios.\r\n\r\n\u00c9 hora de questionar o status quo e identificar por que as experi\u00eancias t\u00eam sucesso ou falham.\r\n\r\nDurante a sess\u00e3o, os palestrantes exploram uma nova metodologia de medi\u00e7\u00e3o de experi\u00eancia que destila os feedbacks dos funcion\u00e1rios e dos clientes em insights acion\u00e1veis que podem ajud\u00e1-lo a melhorar a fidelidade.[mktoform cta_header=\"Veja o bate papo\" cta_button=\"Assista agora\" cids_overwrite=\"aod\" cid_id=\"7014X000002PeZsQAK\"]JTNDZGl2JTIwY2xhc3MlM0QlMjJtYi0yJTIyJTNFJTNDJTJGZGl2JTNF[videolightbox gb_format=\"image\" gb_align=\"align-center\" gb_link=\"https:\/\/www.youtube.com\/embed\/vkmC_fGpDds?rel=0\" gb_img=\"498857\"]\r\nVeja uma pr\u00e9via do bate-papo\r\n\r\nDurante essa sess\u00e3o, voc\u00ea ouvir\u00e1:\r\n[component_card content_alignment=\"text-center\" media_size=\"nomedia\" background_color=\"bgc-navy\" card_header=\"enabled\" card_header_type=\"image\" header_media_file=\"498849\"]Peter Graf\r\nChief Strategy and Operations Officer, Genesys\r\n[\/component_card][component_card content_alignment=\"text-center\" media_size=\"nomedia\" background_color=\"bgc-navy\" card_header=\"enabled\" card_header_type=\"image\" header_media_file=\"498847\"]Charlene Li\r\nDigital Transformation and Disruptive Leadership Expert, Featured Speaker\r\n[\/component_card][component_card content_alignment=\"text-center\" media_size=\"nomedia\" background_color=\"bgc-navy\" card_header=\"enabled\" card_header_type=\"image\" header_media_file=\"498848\"]James Xiao\r\nExperience Innovation Director, Genesys\r\n[\/component_card]\r\nConsequencias das limita\u00e7\u00f5es de abordagens convencionais\r\n\r\n \t40% das organiza\u00e7\u00f5es n\u00e3o conseguem explicar por que suas m\u00e9tricas de experi\u00eancia aumentam ou diminuem\u00a03\r\n \t82% das organiza\u00e7\u00f5es concordam que seus n\u00edveis de experi\u00eancia s\u00e3o baixos e que isso impacta negativamente a entrega ou o sucesso de seus neg\u00f3cios 2\r\n \t65% dos executivos afirmam que melhorar a experi\u00eancia do cliente \u00e9 uma alta prioridade para suas organiza\u00e7\u00f5es 3\r\n \t31% dos consumidores dizem que deixaram de usar servi\u00e7os ou produtos de uma empresa ap\u00f3s uma intera\u00e7\u00e3o negativa no atendimento ao cliente 1\r\n\r\n1 \u201cThe State of Customer Experience,\u201d Genesys, 2023\r\n2 \u201c2023 Global Customer Experience Report,\u201d NTT\r\n3 \"Beyond NPS: CX Measurement Reimagined,\" Harvard Business Review and Genesys, 2022\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

CX Horizons<\/h3>
Assista agoraWebinar on demand\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nVenesa Musovic Guillaume\r\nLead Editor, Customer\r\nExperience Magazine\r\nDennis Wakabayashi\r\nChief Collaboration Officer,\r\nTeam Wakabayashi\r\n\r\nGinger Conlon\r\nThought Leadership Director,\r\nGenesys\r\n\r\n\r\n\r\n\r\nCustomer Experience Horizons (Horizontes da Experi\u00eancia do Cliente)\r\nO Futuro da experi\u00eancia do cliente est\u00e1 aqui.\r\nPrepare-se para o que vem a seguir.\r\n[cutoff co_thick=\"2px\"]Um ter\u00e7o dos consumidores trocou de marcas no \u00faltimo ano ap\u00f3s uma experi\u00eancia negativa com o cliente. \u00c0 medida que suas expectativas para uma experi\u00eancia do cliente (CX) assistida e n\u00e3o assistida sem falhas continuam a aumentar, as empresas est\u00e3o sob uma enorme press\u00e3o para inovar e otimizar o engajamento do cliente.\r\n\r\n\"Horizontes da Experi\u00eancia do Cliente\" \u00e9 um novo relat\u00f3rio da MIT Technology Review Insights que explora como as empresas de diferentes setores repensar\u00e3o o futuro do CX, a proposta de valor para os funcion\u00e1rios e o papel do centro de contato.[mktoform cta_header=\"\" cta_button=\"Assista agora\" form_reach=\"noreach\" cid_id=\"7014X000002evYSQAY\"][webinarschedulesingle][cutoff co_thick=\"2px\"]\r\nVoc\u00ea aprender\u00e1 a:\r\n\r\n\r\n \tConstruir uma base de insights baseados em jornadas para potencializar o seu contact center\r\n \tIdentificar oportunidades de alto-impacto para eliminar atritos e melhorar o desempenho do contact center\r\n \tProjetar e Construir jornadas automatizadas e guiadas para aprimorar as experi\u00eancias do cliente e do colaborador\r\n \tEscalar seu programa de insights de jornada usando tecnologias espec\u00edficas para este objetivo.\r\n\r\n\r\nCONHE\u00c7A OS PALESTRANTES\r\n\r\nJane Hendricks\r\nProduct Marketing Director, AI\r\nGenesys\r\n\r\nRahul Garg\r\nVP Product Management, AI and Self-Service\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Despertando o poder e as possibilidades da IA<\/h3>
\r\nOn-demand\r\n\r\nDespertando o poder e as possibilidades da IA\r\nComo a IA preditiva, conversacional e generativa pode melhorar os resultados da experi\u00eancia do cliente.[cutoff co_thick=\"2px\"]Alguns contact centers est\u00e3o utilizando intelig\u00eancia artificial (IA) para automatizar servi\u00e7os, melhorar a efici\u00eancia e personalizar as intera\u00e7\u00f5es com os clientes. No entanto, muitas organiza\u00e7\u00f5es ainda est\u00e3o indecisas sobre como aproveitar o poder da IA.\r\n\r\nO recente alvoro\u00e7o em torno da IA generativa reacendeu o interesse na IA, mas ainda n\u00e3o forneceu uma resposta clara para a antiga pergunta: Por onde come\u00e7amos?\r\n\r\nJunte-se a especialistas l\u00edderes em IA enquanto eles exploram as aplica\u00e7\u00f5es pr\u00e1ticas da IA em v\u00e1rias dimens\u00f5es nos centros de contato modernos. Descubra como a evolu\u00e7\u00e3o da IA abriu novas oportunidades para inova\u00e7\u00e3o e aprenda como aproveitar seu poder para alcan\u00e7ar resultados not\u00e1veis.\r\n\r\nLeve para casa novos conhecimentos para aproveitar o poder e o potencial da IA na cria\u00e7\u00e3o de novos modelos de servi\u00e7o, redu\u00e7\u00e3o de custos e melhoria dos resultados da experi\u00eancia do cliente.\r\nPrincipais destaques deste Webinar:\r\n\r\n\r\n \tExplore exatamente como a IA est\u00e1 evoluindo para revolucionar o atendimento ao cliente e a efici\u00eancia operacional.\r\n \tAprofunde-se nas maneiras como a IA pode aprimorar as experi\u00eancias do cliente e aumentar a satisfa\u00e7\u00e3o.\r\n \tDescubra como integrar a IA generativa em sua estrat\u00e9gia de experi\u00eancia do cliente e oferecer valor mensur\u00e1vel.\r\n\r\n[mktoform cta_header=\"Assista o webinar\" cta_button=\"Assista agora\" cid_id=\"7014X000001z0qHQAQ\"]\r\nConhe\u00e7a os Palestrantes\r\n\r\nJane Hendricks\r\nProduct Marketing Director, AI\r\nGenesys\r\n\r\nDavid Myron\u00a0\r\nPrincipal Analyst, Customer Engagement\r\nOmdia\r\n\r\n\r\n\r\n\r\nQuem deve participar:\r\n\r\nEste webinar \u00e9 ideal para l\u00edderes de centros de contato, gerentes de servi\u00e7o ao cliente, executivos de neg\u00f3cios e qualquer pessoa interessada em aproveitar a IA para aprimorar suas capacidades de experi\u00eancia do cliente.<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Navegando no Futuro: Tend\u00eancias de CX e EX de 2024<\/h3>
\r\nDispon\u00edvel agora\r\n\r\nNavegando no Futuro:\r\nT\u00eandencias de CX e EX para 2024\r\nOs inovadores do mundo est\u00e3o estabelecendo expectativas de experi\u00eancia cada vez mais altas, deixando pouca abertura para um desempenho insatisfat\u00f3rio. Na verdade, um ter\u00e7o dos consumidores trocou ou abandonou marcas no \u00faltimo ano ap\u00f3s uma experi\u00eancia negativa com o atendimento ao cliente.\r\n\r\nPara ajudar as empresas a inovar e otimizar o envolvimento do cliente, reunimos cinco especialistas da ind\u00fastria para explorar as cinco tend\u00eancias que ir\u00e3o acelerar a experi\u00eancia do cliente e do funcion\u00e1rio no pr\u00f3ximo ano. Isso permitir\u00e1 que voc\u00ea atenda e supere essas novas expectativas de engajamento.[mktoform cta_button=\"Assista agora\" form_reach=\"noreach\" cids_overwrite=\"aod\" cta_header=\"\" cid_id=\"7014X000002evYXQAY\"][cutoff co_thick=\"2px\"]\r\nAssista agora para se manter na vanguarda e descobrir o motivo:\r\n\r\n\r\n \tAs marcas utilizar\u00e3o cada ponto de contato na jornada do cliente para aprofundar continuamente o relacionamento\r\n \tA intelig\u00eancia artificial criar\u00e1 um mundo sem perguntas\r\n \tA transforma\u00e7\u00e3o completa da experi\u00eancia do cliente exigir\u00e1 tr\u00eas tecnologias de IA\r\n \tE muito mais\r\n\r\n\r\nConhe\u00e7a os Palestrantes\r\n\r\nNerys Corfield\r\nDiretora,\r\nInjection Consulting\r\n\r\nChristina \"CK\" Kerley\r\nEspecialista em Inova\u00e7\u00e3o,\r\nTrainer e Futurista,\r\nallthingsCK\r\n\r\nMerijn te Booij\r\nGerente Geral\r\nde Workforce Engagement Management,\r\nGenesys\r\n\r\nBrent Leary\r\nCo-founder e S\u00f3cio,\r\nCRM Essentials LLC\r\n\r\nMichael Maoz\r\nSenior Vice President\r\nde Inova\u00e7\u00e3o e Estrat\u00e9gia,\r\nSalesforce\r\n\r\nGinger Conlon\r\nDiretora de\r\nThought Leadership,\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Best Practice Webinar<\/p>

CX Adaptativo: 3 estrat\u00e9gias inovadoras para automa\u00e7\u00e3o<\/h3>
\r\nOn-demand webinar\r\n\r\nINOVA\u00c7\u00c3O AO SEU ALCANCE\r\n\r\nCX Adaptativa: 3 estrat\u00e9gias inovadoras para automa\u00e7\u00e3o\r\n[cutoff co_thick=\"2px\"]\r\nVamos abordar esses principais desafios da experi\u00eancia do cliente:\r\n[component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-orange\"]Agora, mais do que nunca, seus clientes est\u00e3o procurando conveni\u00eancia nos canais - aprenda como oferecer experi\u00eancias personalizadas e sem atritos em todos os canais.[\/component_card][component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-yellow\"]A personaliza\u00e7\u00e3o agora \u00e9 uma exig\u00eancia para marcas centradas no cliente. Descubra como prever a inten\u00e7\u00e3o do cliente para capacitar voc\u00ea a oferecer personaliza\u00e7\u00e3o individualizada.[\/component_card][component_card format=\"horizontal\" icon_genesys=\"fak fa-gen-arrow-right\" icon_color=\"text-white\" background_color=\"bgc-teal\"]Alguns clientes precisam usar v\u00e1rios canais para alcan\u00e7ar seus objetivos, resultando em experi\u00eancias frustrantes. Saiba como conectar jornadas por meio de diferentes canais para compreender melhor como otimizar a experi\u00eancia do cliente e o desempenho.[\/component_card][cutoff co_thick=\"2px\"]As melhores marcas do mundo proporcionam experi\u00eancias extraordin\u00e1rias. E quanto mais os clientes as encontram, mais esperam o mesmo de cada marca, incluindo a sua. Isso cria uma montanha de desafios cotidianos para o seu centro de contato. A maneira mais segura de resolv\u00ea-los - e fornecer as experi\u00eancias excepcionais que seus clientes esperam - \u00e9 inovar.\r\n\r\nA inova\u00e7\u00e3o costumava ser limitada a algumas organiza\u00e7\u00f5es audaciosas que revolucionavam ind\u00fastrias inteiras. Hoje, \u00e9 rotina para organiza\u00e7\u00f5es que prosperam em meio \u00e0 volatilidade.\r\n\r\nCom uma poderosa combina\u00e7\u00e3o de capacidades de orquestra\u00e7\u00e3o, voc\u00ea pode colocar o poder de inovar ao seu alcance - para experi\u00eancias excepcionais que constroem a fidelidade do cliente, impulsionam a receita e garantem a sua vantagem competitiva. E \u00e0 medida que suas capacidades continuam a evoluir, suas oportunidades de inova\u00e7\u00e3o se expandem.\r\n\r\nAssista hoje para aprender como voc\u00ea pode usar essas capacidades para inovar, resolver desafios cotidianos e prosperar.[mktoform cta_header=\"Acesse o Webinar on-demand\" cta_button=\"Assista agora\" cids_overwrite=\"aod\" cms_hold=\"RG\" cid_id=\"7011T000001YwL1QAK\"]\r\nConhe\u00e7a os palestrantes:\r\n[cutoff co_thick=\"2px\"]\r\nCharlie Godfrey\r\nSr. Director, Experience Innovation\r\nGenesys\r\n\r\nRebecca Roberts\r\nSr. Director, Product Marketing\r\nGenesys\r\n\r\nJane Hendricks\r\nDirector, Product Marketing\r\nGenesys\r\n\r\nIan Felder\r\nSr. Product Marketing Manager\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

User Groups Brasil: Multi<\/h3>
\r\nGenesys User Groups\r\n\r\nUser Groups Brasil: Multi\r\nEste \u00e9 o primeiro User Group no Brasil, um encontro in\u00e9dito que re\u00fane clientes Genesys e oferece uma oportunidade \u00fanica de trocar experi\u00eancias, insights e tirar d\u00favidas. Teremos a participa\u00e7\u00e3o especial da Multi, que enriquecer\u00e1 nossas discuss\u00f5es. Junte-se a n\u00f3s nesta jornada de aprendizado e conex\u00f5es.\r\n\r\n[cutoff]23 de novembro, 10:00Nossa miss\u00e3o \u00e9 clara: criar uma comunidade vibrante de usu\u00e1rios da Genesys no Brasil, unindo profissionais e entusiastas que desejam trocar experi\u00eancias, insights e tirar d\u00favidas sobre tendencias e temas de mercado e tamb\u00e9m sobre produtos Genesys.\r\n\r\nEste User Group \u00e9 uma oportunidade \u00fanica de se conectar com seus pares, compartilhar melhores pr\u00e1ticas, descobrir estrat\u00e9gias inovadoras e, acima de tudo, fortalecer seu conhecimento na \u00e1rea.\r\n\r\nAo longo deste webinar, exploraremos um mundo de possibilidades e descobriremos como a Genesys e a Multi est\u00e3o moldando o futuro do atendimento ao cliente. Prepare-se para se inspirar, aprender com especialistas da \u00e1rea e fazer parte de uma comunidade que est\u00e1 impulsionando a excel\u00eancia em CX.\r\n\r\nFalaremos sobre:\r\nMigra\u00e7\u00e3o para a Nuvem\r\nCanais Digitais\r\nTend\u00eancias da Industria\r\n\r\nReserve sua vaga e junte-se a n\u00f3s![mktoform cta_header=\"Participe da sess\u00e3o\" cta_button=\"Registre-se!\" cms_hold=\"RG\" cid_id=\"7014X000002evrHQAQ\"]\r\nConhe\u00e7a as Palestrantes\r\n\r\nGerlane Pedroso\r\nIT Manager\r\nGrupo Multi\r\n\r\nAmanda Alves\r\nCX Manager\r\nGrupo Multi\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

AI Bundle Webinar – Genesys AI Experience<\/h3>
\r\nWebinar on-demand\r\nReserve j\u00e1 o seu lugar!\r\neste webinar foi realizado em 28 de novembro\r\n[component_button primary_cta=\"url:https%3A%2F%2Fgenesys.zoom.us%2Frec%2Fshare%2FIOraGRuyBmsHNWwRCIYw_Pe1LQPqWUpKbI9Knz0mhJqlB7S1OUhN3DNMuCS3UXI1.32gxsiNu0e66WKwh|title:Ver%20grava%C3%A7%C3%A3o|target:_blank\"]\r\nJunte-se a n\u00f3s neste webinar para experimentar a efic\u00e1cia das novas fun\u00e7\u00f5es de Intelig\u00eancia Artificial (IA) da Genesys, com as quais voc\u00ea pode melhorar a experi\u00eancia do cliente e seu ROI.\r\n\r\n\r\nPredictive engagement: Use a IA para adquirir, qualificar e envolver proativamente clientes ou clientes potenciais no momento certo. Preveja resultados, visualize campanhas e enrique\u00e7a perfis de clientes com base em intera\u00e7\u00f5es anteriores.\r\n\r\n \r\n\r\n\r\n\r\nPredictive routing: Combine clientes com agentes em tempo real usando a IA para analisar continuamente mais de 100 m\u00e9tricas e prever resultados com base em KPIs. O recurso de explicabilidade permite compreender a l\u00f3gica por tr\u00e1s das decis\u00f5es baseadas em IA.\r\n\r\n \r\n\r\n\r\n\r\nKnowledge: Descubra como centralizar, enriquecer, ativar, dimensionar e otimizar sua base de conhecimento. Confira nosso novo Knowledge Workbench para criar conhecimento, Knowledge Optimizer para melhor\u00e1-lo e Support Center para ajudar os clientes a se orientarem em seu site.\r\n\r\n \r\n\r\n\r\n\r\nDialog Engine Bot Flows e Digital Bot Flows: Liberte os seus agentes das atividades di\u00e1rias mais f\u00e1ceis e\/ou repetitivas. Crie, implante, analise e otimize chatbots que respondem a perguntas e resolvem problemas do dia a dia diretamente na plataforma Genesys Cloud com aceleradores como o Intent Miner para automatizar a modelagem de inten\u00e7\u00f5es.\r\nCONHE\u00c7A OS PALESTRANTES:\r\n\r\nAndr\u00e9 Magalh\u00e3es\r\nCustomer Success Manager\r\n\r\nHekta Dayalal\u200b\r\nSales Development Representative\r\n\r\nM\u00e1rcia Machado\r\nSenior Account Executive\r\n[component_agenda heading_type=\"h3\" agenda_group_title=\"Agenda\"][agendadate date_format=\"d\/m\/Y\" agenda_date=\"2023-11-28\"][agendasession time_format=\"H:i\" agenda_start_time=\"11:00\" agenda_end_time=\"11:10\" agenda_title=\"Tend\u00eancias da IA e benef\u00edcios comerciais: introdu\u00e7\u00e3o Genesys AI\"][\/agendasession][agendasession time_format=\"H:i\" agenda_title=\"Casos de uso e demonstra\u00e7\u00e3o da Genesys AI\" agenda_start_time=\"11:10\" agenda_end_time=\"11:30\"][\/agendasession][agendasession time_format=\"H:i\" agenda_start_time=\"11:30\" agenda_end_time=\"11:45\" agenda_title=\"Implanta\u00e7\u00e3o do Genesys AI Bundle\"][\/agendasession][agendasession time_format=\"H:i\" agenda_title=\"Conclus\u00f5es e perguntas\" agenda_start_time=\"11:45\" agenda_end_time=\"12:00\"][\/agendasession][\/agendadate][\/component_agenda]<\/div><\/div><\/a><\/div>

Demo Webinar<\/p>

Estrat\u00e9gias de CX com orquestra\u00e7\u00e3o e IA conversacional<\/h3>
Webinar on-demand.\r\nEstrat\u00e9gias de CX com orquestra\u00e7\u00e3o e IA conversacional\r\n[cutoff co_thick=\"2px\"]26 DE OUTUBRO DE 2023, QUINTA-FEIRA, 10:00\r\n\r\nVoc\u00ea j\u00e1 notou como muitas empresas possuem sistemas desconectados, o que dificulta a integra\u00e7\u00e3o dos dados? Isso significa que cada equipe deve tomar decis\u00f5es com base em informa\u00e7\u00e3o limitada, dificultando a personaliza\u00e7\u00e3o das experi\u00eancias do cliente.\r\n\r\nA orquestra\u00e7\u00e3o da jornada determina quais s\u00e3o as intera\u00e7\u00f5es mais relevantes com base nos objetivos atuais e anteriores de cada cliente. Essa informa\u00e7\u00e3o permite melhorar a experi\u00eancia e os resultados dos neg\u00f3cios em tempo real.\r\n\r\nNesta sess\u00e3o, veja como o uso de canais conectados e a intelig\u00eancia artificial conversacional podem revolucionar a forma como a sua empresa se relaciona com os clientes:\r\n\r\n \tDeterminar os canais digitais certos para sua organiza\u00e7\u00e3o;\r\n \tAumentar o engajamento digital;\r\n \tUsar a IA para entender os pontos de desafio do cliente;\r\n \tFornecer CX personalizado em canais digitais;\r\n \tMelhorar a resolu\u00e7\u00e3o no primeiro contato e reduzir o custo de atendimento.\r\n\r\nAl\u00e9m disso, mostraremos como os recursos digitais e de IA trabalham juntos para melhorar as intera\u00e7\u00f5es cliente-agente e encantar os clientes certos no momento certo com as melhores ofertas ou oportunidades de engajamento.\r\n\r\nTodos os participantes receber\u00e3o um certificado emitido pela Genesys e que poder\u00e1 ser compartilhado em seus canais digitais. Registre-se agora![mktoform cta_header=\"Assista agora\" cta_button=\"Assista on-demand\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7014X000002PdkWQAS\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

O Cen\u00e1rio da Customer Experience Workshop<\/h3>
\r\nConhe\u00e7a os Palestrantes\r\nWebinar dispon\u00edvel agora\r\nLiz Miller\r\nVice Presidente e Principal Analyst, Constellation Research\r\n\r\nBrett Weigl\r\nGeneral Manager de Digital, AI e Journey Analytics, Genesys\r\n\r\nClaire Beatty\r\nDiretora Senior de Thought Leadership, Genesys\r\n\r\nWebinar On-Demand\r\n\r\n\r\n\r\n\r\n\r\nO Cen\u00e1rio da\r\nCustomer Experience\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nN\u00e3o \u00e9 apenas um webinar \u2014 \u00e9 um workshop!\r\nJunte-se a n\u00f3s neste webinar interativo de 45 minutos e saia com um plano de a\u00e7\u00e3o personalizado para sua organiza\u00e7\u00e3o.\r\nUtilizando nosso modelo baseado em pesquisas, voc\u00ea estar\u00e1 preparado para considerar, explorar e tra\u00e7ar estrat\u00e9gias para seu pr\u00f3ximo passo na orquestra\u00e7\u00e3o de experi\u00eancia \u00e0 medida que mergulhamos na nova era de experi\u00eancias de clientes e colaboradores (e as respectivas expectativas).\r\nInclu\u00edmos na sess\u00e3o este modelo e recursos adicionais de que voc\u00ea precisar\u00e1 para se manter \u00e0 frente da concorr\u00eancia.\r\n[mktoform cta_header=\"Assista agora\" cta_button=\"Assista agora\" cids_overwrite=\"aod\" cid_id=\"7011T000001YwufQAC\"]\r\nVOC\u00ca SABIA?\r\n\r\n\r\n \t71% dos l\u00edderes de CX em todo o mundo est\u00e3o alinhados em torno de uma prioridade tecnol\u00f3gica. Descubra qual \u00e9.\u00a0\r\n\r\n\r\n \t33% dos clientes trocaram de marca no ano passado devido a intera\u00e7\u00f5es negativas. A lealdade est\u00e1 morta?\r\n\r\n\r\n \tAtualmente, apenas 13% das organiza\u00e7\u00f5es oferecem experi\u00eancias verdadeiramente omnicanal. Que lacunas na transforma\u00e7\u00e3o digital est\u00e3o frustrando seus clientes?\r\n\r\n\r\nConhe\u00e7a os Speakers\r\n\r\n\r\n\r\n\r\n\r\nLiz Miller\r\nVice Presidente e Principal Analyst, Constellation Research\r\n\r\n\r\n\r\n\r\n\r\nBrett Weigl\r\nGeneral Manager de Digital, AI e Journey Analytics, Genesys\r\n\r\n\r\n\r\n\r\n\r\nClaire Beatty\r\nDiretora Senior de Thought Leadership, Genesys\r\n<\/div><\/div><\/a><\/div>

Demo Webinar<\/p>

Orquestra\u00e7\u00e3o de Experi\u00eancias em Telcos<\/h3>
\r\nLive Webinar\r\n\r\nOrquestra\u00e7\u00e3o de Experi\u00eancias em Telcos\r\nQuarta-feira, 28 de junho, 9am[cutoff co_thick=\"2px\"]A verdadeira transforma\u00e7\u00e3o da experi\u00eancia do cliente das operadoras envolve entender as mudan\u00e7as que est\u00e3o ocorrendo no mercado, bem como as mudan\u00e7as nas necessidades e demandas do consumidor atual.\r\n\r\nTer um aliado tecnol\u00f3gico que permita se adaptar a essas mudan\u00e7as e criar experi\u00eancias valiosas para seus clientes ao longo da jornada ajudar\u00e1 voc\u00ea a se destacar da concorr\u00eancia. Entenda como podemos ajudar a melhorar a convers\u00e3o de vendas, integrar desde o Marketing at\u00e9 a Log\u00edstica de configura\u00e7\u00e3o na casa do consumidor.\r\n\r\nNesta sess\u00e3o, descobriremos como o Genesys Cloud permite que voc\u00ea:\r\n\r\n \tDesenhe uma estrat\u00e9gia diferenciada de atendimento ao longo de toda a jornada de seus clientes.\r\n \tInteraja com o cliente em cada um de seus pontos e canais de contato preferidos.\r\n \tOrquestre os diferentes canais de contato para criar uma verdadeira experi\u00eancia omnicanal.\r\n \tIncluir novas formas de cuidado que permitam a fus\u00e3o do virtual com o f\u00edsico (inclusive as lojas)\r\n \tReduza o esfor\u00e7o do cliente por meio da automa\u00e7\u00e3o de processos e comunica\u00e7\u00e3o proativa durante toda a jornada.\r\n \tForne\u00e7a visibilidade e as ferramentas necess\u00e1rias aos agentes para melhorar sua experi\u00eancia de atendimento ao cliente.\r\n \tN\u00e3o perca a oportunidade de descobrir como levar o seu neg\u00f3cio para o pr\u00f3ximo n\u00edvel.\r\n\r\nRegistre-se agora para nossa demonstra\u00e7\u00e3o ao vivo![cutoff co_thick=\"2px\"]\r\nConhe\u00e7a o palestrante\r\n\r\nCl\u00e1udio Barbosa\r\nSr. Solution Consultant Manager\r\nGenesys Brasil\r\n[mktoform cta_header=\"Inscreva-se agora!\" cta_button=\"Inscreva-se agora!\" cid_id=\"7014X000002iWhtQAE\"]\r\nBRASIL\r\n28\/06\/2023\r\nPortugu\u00eas\r\n9 AM Brasil\r\n\r\nEuropa\r\n28\/06\/2023\r\nPortugu\u00eas\r\n1 PM Portugal\r\n\r\noutras sess\u00f5es\r\nReinventando a experi\u00eancia do Agente e do Supervisor com Genesys Cloud WEM\r\nSess\u00f5es em espanhol\r\n\r\n \tReinventando la Experiencia del Agente y el Supervisor con Genesys Cloud WEM\r\n \tReinventando la experiencia del Administrador con Genesys Cloud WEM\r\n\r\n<\/div><\/div><\/a><\/div>

Demo Webinar<\/p>

Reinventando a experi\u00eancia do Administrador com Genesys Cloud WEM<\/h3>
\r\nLive Webinar\r\n\r\nReinventando a experi\u00eancia do Administrador com Genesys Cloud WEM\r\n[cutoff co_thick=\"2px\"]Participe de nossa agenda ao vivo e descubra como a solu\u00e7\u00e3o Genesys Cloud WEM (Workforce Engagement Management \/ Gest\u00e3o da For\u00e7a de Trabalho) desempenha um papel crucial na promo\u00e7\u00e3o do engajamento dos funcion\u00e1rios e entenda como reinventamos essa experi\u00eancia desde o ponto de vista do Administrador, engajando a equipe como um diferencial para as organiza\u00e7\u00f5es.\r\n\r\nNesta sess\u00e3o abordaremos os principais conceitos da plataforma WEM e suas funcionalidades identificando os benef\u00edcios e boas pr\u00e1ticas de utiliza\u00e7\u00e3o para os administradores de um Contact Center.\r\n\r\nO Genesys Cloud WEM Customer Demo series 2023 Brasil ser\u00e1 um evento recorrente para auxiliar na vis\u00e3o e benef\u00edcios sobre os diferenciais das funcionalidades de gest\u00e3o e engajamento da for\u00e7a de trabalho utilizando em conjunto com o Genesys Cloud. Essas sess\u00f5es de demonstra\u00e7\u00f5es foram projetadas para serem r\u00e1pidas e informativas, trazendo uma vis\u00e3o geral de nosso ecossistema WEM abordando alguns de nossos recursos mais\u00a0interessantes.[cutoff co_thick=\"2px\"]\r\nConhe\u00e7a os palestrantes\r\n\r\nGustavo Peraza\r\nInnovation Solution Lead | WEM SPECIALISTS\r\nWorkforce Engagement Management\r\nGenesys\r\n\r\nAdriana Vigna Mussoi\r\nSolution Consultant | LATAM SCS\r\nGenesys\r\n\r\nRodrigo Pereira\r\nSolution Consultant | LATAM SCS\r\nGenesys\r\n[mktoform cta_header=\"Registrate Ahora!\" cta_button=\"Registre-se agora!\" cid_id=\"7014X000002PeKfQAK\"]\r\nLATAM\r\n16\/11\/2023\r\nPortugu\u00eas\r\n10 AM Brasil\r\n\r\nEuropa\r\n16\/11\/2023\r\nPortugu\u00eas\r\n1 PM Portugal\r\n\r\noutras sess\u00f5es\r\nReinventando a experi\u00eancia do Agente e do Supervisor com Genesys Cloud WEM\r\nSess\u00f5es em espanhol\r\n\r\n \tReinventando la Experiencia del Agente y el Supervisor con Genesys Cloud WEM\r\n \tReinventando la experiencia del Administrador con Genesys Cloud WEM\r\n\r\n<\/div><\/div><\/a><\/div>

Demo Webinar<\/p>

Reinventando a experi\u00eancia do Agente e do Supervisor com Genesys Cloud WEM<\/h3>
\r\nLive Webinar\r\n\r\nReinventando a experi\u00eancia do Agente e do Supervisor com Genesys Cloud WEM\r\n[cutoff co_thick=\"2px\"]Participe de nossa agenda ao vivo e descubra como a solu\u00e7\u00e3o Genesys Cloud WEM (Workforce Engagement Management \/ Gest\u00e3o da For\u00e7a de Trabalho) desempenha um papel crucial na promo\u00e7\u00e3o do engajamento dos funcion\u00e1rios e entenda como reinventamos essa experi\u00eancia desde o ponto de vista do agente at\u00e9 o supervisor, engajando a equipe como um diferencial para as organiza\u00e7\u00f5es.\r\n\r\nNesta sess\u00e3o abordaremos os principais conceitos da plataforma WEM e suas funcionalidades identificando os benef\u00edcios e boas pr\u00e1ticas de utiliza\u00e7\u00e3o para os agentes e supervisores de um Contact Center.\r\n\r\nO Genesys Cloud WEM Customer Demo series 2023 Brasil ser\u00e1 um evento recorrente para auxiliar na vis\u00e3o e benef\u00edcios sobre os diferenciais das funcionalidades de gest\u00e3o e engajamento da for\u00e7a de trabalho utilizando em conjunto com o Genesys Cloud. Essas sess\u00f5es de demonstra\u00e7\u00f5es foram projetadas para serem r\u00e1pidas e informativas, trazendo uma vis\u00e3o geral de nosso ecossistema WEM abordando alguns de nossos recursos mais\u00a0interessantes.[cutoff co_thick=\"2px\"]\r\nConhe\u00e7a os palestrantes\r\n\r\nGustavo Peraza\r\nInnovation Solution Lead | WEM SPECIALISTS\r\nWorkforce Engagement Management\r\nGenesys\r\n\r\nAdriana Vigna Mussoi\r\nSolution Consultant | LATAM SCS\r\nGenesys\r\n\r\nRodrigo Pereira\r\nSolution Consultant | LATAM SCS\r\nGenesys\r\n[mktoform cta_header=\"Registrate Ahora!\" cta_button=\"Registre-se agora!\" cid_id=\"7014X000002PeKVQA0\"]\r\nLATAM\r\n14\/11\/2023\r\nPortugu\u00eas\r\n10 AM Brasil\r\n\r\n\r\nEuropa\r\n14\/11\/2023\r\nPortugu\u00eas\r\n1 PM Portugal\r\n\r\nOutras sess\u00f5es\r\nReinventando a experi\u00eancia do Administrador com Genesys Cloud WEM\r\nSess\u00f5es em espanhol\r\n\r\n \tReinventando la Experiencia del Agente y el Supervisor con Genesys Cloud WEM\r\n \tReinventando la experiencia del Administrador con Genesys Cloud WEM\r\n\r\n<\/div><\/div><\/a><\/div>

Demo Webinar<\/p>

Compreendendo o comportamento do cliente banc\u00e1rio atual: A verdadeira Omnicanalidade nos processos de atendimento<\/h3>
Live Demo\r\n[this_page_title]\r\n\r\nQuarta-feira, 24 de maio \u00e0s 10h.\r\n[cutoff co_thick=\"2px\"]Durante os \u00faltimos anos, o setor banc\u00e1rio tem trabalhado na digitaliza\u00e7\u00e3o de seus processos e canais de atendimento. Nessa transforma\u00e7\u00e3o, o design de uma experi\u00eancia omnicanal tem sido de grande import\u00e2ncia para definir como desejam atender seus clientes.\r\n\r\nNo entanto, a verdadeira experi\u00eancia omnicanal requer incluir n\u00e3o apenas os canais de comunica\u00e7\u00e3o, mas todos os canais de atendimento que est\u00e3o dispon\u00edveis atualmente (ag\u00eancias, caixas eletr\u00f4nicos, atendimento remoto e em edif\u00edcios corporativos, canais digitais...).\r\n\r\nAcompanhe-nos nessa sess\u00e3o para descobrir como a Genesys ajuda a sua empresa a:\r\n\r\n \tCriar uma experi\u00eancia omnicanal global da empresa que reduza o esfor\u00e7o e melhore a satisfa\u00e7\u00e3o de seus clientes;\r\n \tDefinir estrat\u00e9gias de atendimento para cada um dos canais de intera\u00e7\u00e3o;\r\n \tTer uma vis\u00e3o de 360 graus da rela\u00e7\u00e3o do cliente com sua empresa.\r\n \tHomogeneizar os reportes e os sistemas de controle por meio da centraliza\u00e7\u00e3o e padroniza\u00e7\u00e3o de m\u00e9tricas e visualiza\u00e7\u00f5es.\r\n \tEstabelecer processos de melhoria cont\u00ednua que incluam todas as \u00e1reas envolvidas.\r\n\r\nN\u00e3o perca a oportunidade de descobrir como levar a experi\u00eancia de seus clientes para o pr\u00f3ximo n\u00edvel. Registre-se agora em nossa demonstra\u00e7\u00e3o ao vivo.[mktoform cta_header=\"Registre-se!\" cta_button=\"Registre-se\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7014X000002mlup\"]<\/div><\/div><\/a><\/div>

Demo Webinar<\/p>

Orquestra\u00e7\u00e3o de experi\u00eancias no setor de varejo: Desenhando experi\u00eancias diferenciadas desde a capta\u00e7\u00e3o at\u00e9 o p\u00f3s-venda<\/h3>
Live Demo\r\n[this_page_title]\r\n\r\nTer\u00e7a-feira, 23 de maio \u00e0s 10h.\r\n[cutoff co_thick=\"2px\"]A verdadeira transforma\u00e7\u00e3o da experi\u00eancia do cliente no varejo passa por compreender as mudan\u00e7as que est\u00e3o ocorrendo no mercado, bem como as mudan\u00e7as nas necessidades e demandas do cliente atual.\r\n\r\nTer um aliado tecnol\u00f3gico que permite adaptar-se a essas mudan\u00e7as e criar experi\u00eancias de valor para seus clientes durante toda a jornada, ajudar\u00e1 a diferenciar-se da concorr\u00eancia.\r\n\r\nNessa sess\u00e3o, descubra como o Genesys Cloud permite a sua organiza\u00e7\u00e3o a:\r\n\r\n \tDesenhar uma estrat\u00e9gia de atendimento diferenciado ao longo de toda a jornada de seus clientes;\r\n \tOrquestrar os diferentes canais de contato para criar uma verdadeira experi\u00eancia omnicanal;\r\n \tIncluir novas formas de atendimento que permitam unir o virtual ao f\u00edsico;\r\n \tReduzir o esfor\u00e7o do cliente por meio da automa\u00e7\u00e3o de processos e da comunica\u00e7\u00e3o proativa durante a jornada.\r\n \tFornecer visibilidade e as ferramentas necess\u00e1rias aos agentes para melhorar sua experi\u00eancia de atendimento.\r\n\r\nN\u00e3o perca a oportunidade de descobrir como levar sua empresa para o pr\u00f3ximo n\u00edvel. Registre-se agora em nossa demonstra\u00e7\u00e3o ao vivo.[mktoform cta_button=\"Assista a grava\u00e7\u00e3o\" form_reach=\"noreach\" cta_header=\"\" cms_hold=\"RG\" cid_id=\"7014X000002mluf\"]<\/div><\/div><\/a><\/div>

Demo Webinar<\/p>

Genesys Cloud em A\u00e7\u00e3o: Digital & AI<\/h3>
Live Demo - Dispon\u00edvel on-demand\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"]Voc\u00ea j\u00e1 notou como a transforma\u00e7\u00e3o digital, o uso de canais conectados e a intelig\u00eancia artificial podem\u00a0revolucionar a forma como a sua empresa se relaciona com os clientes?\r\n\r\nNesta sess\u00e3o, veja como Genesys Cloud pode ajudar a sua empresa a:\r\n\r\n \tDeterminar os canais digitais certos para sua organiza\u00e7\u00e3o;\r\n \tAumentar o engajamento digital;\r\n \tUsar a IA para entender os pontos de desafio do cliente;\r\n \tFornecer CX personalizado em canais digitais;\r\n \tMelhorar a resolu\u00e7\u00e3o no primeiro contato e reduzir o custo de atendimento.\r\n\r\nAl\u00e9m disso, mostraremos como os recursos digitais e de IA trabalham juntos para melhorar as intera\u00e7\u00f5es cliente-agente e encantar os clientes certos no momento certo com as melhores ofertas ou oportunidades de engajamento.\r\n\r\nA aventura est\u00e1 esperando por voc\u00ea. Registre-se agora.[mktoform cta_header=\"Registre-se!\" cta_button=\"Assista on-demand\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7014X000002mkpx\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Passaporte para a Fidelidade do Cliente: Sete Melhores Pr\u00e1ticas<\/h3>
\r\nWebinar on-demand\r\n\r\nPassaporte para a Fidelidade do Cliente: Sete Melhores Pr\u00e1ticas\r\nMantenha seus clientes \u2014 e mantenha-os felizesy[cutoff co_thick=\"2px\"][mktoform cta_header=\"Assista agora\" cta_button=\"Assista o Webinar\" form_reach=\"noreach\" cms_hold=\"RG\" cid_id=\"7011T000001YnzEQAS\"]Prosperar na economia de experi\u00eancia em constante evolu\u00e7\u00e3o, \u00e0s vezes vol\u00e1til, requer resili\u00eancia. E uma das melhores maneiras de permanecer resiliente \u00e9 manter seus clientes \u2013 e mant\u00ea-los satisfeitos.\r\n\r\nA fidelidade do cliente costuma ser uma pedra angular da estabilidade negligenciada.\r\n\r\nEm sua ess\u00eancia, a fidelidade do cliente \u00e9 sobre confian\u00e7a. Nutrir essa confian\u00e7a come\u00e7a com a compreens\u00e3o de quem s\u00e3o seus clientes e o que eles desejam quando se envolvem com sua empresa.[component_card media_size=\"nomedia\"]80% dos consumidores comprar\u00e3o itens adicionais, far\u00e3o recomenda\u00e7\u00f5es a amigos e colegas e dedicar\u00e3o uma parte maior da carteira a empresas que personalizam consistentemente suas experi\u00eancias.\r\n\r\nComo est\u00e1 a fidelidade do seu cliente?[\/component_card]Explore sete pr\u00e1ticas recomendadas para a fidelidade do cliente, incluindo:\r\n\r\n \tCriar e escalar experi\u00eancias personalizadas\r\n \tEmpodere seus clientes com a satisfa\u00e7\u00e3o 'self-service'\r\n \tGerenciar jornadas dos clientes para melhores resultados\r\n \tAproveitar o poder da comunica\u00e7\u00e3o proativa\r\n\r\n\r\nConhe\u00e7a as palestrantes\r\n\r\nJanelle Dieken\r\nSenior Vice President, Content Marketing\r\nGenesys\r\n\r\nLeslie Paterson\r\nVice President, Global Customer Advocacy and Engagement\r\nGenesys\r\n[component_card media_size=\"nomedia\"]Tamb\u00e9m participam da sess\u00e3o:\r\nDr. Natalie Petouhoff \r\nSenior Strategic Business Consulting Director, Genesys\u200b\r\nBobbi Chester\r\nSenior Portfolio Marketing Director, Genesys Multicloud CX\u200b\r\nCristina Vargas\r\n\u202aProduct Marketing Manager, Genesys\r\nAnthony Romero\r\nSenior Product Marketing Manager, Genesys\u200b\r\nSteve Offsey\r\nVice President Marketing, Pointillist\u00ae by Genesys\r\nJane Hendricks\r\nSenior Product Marketing Manager, Genesys\r\nMichael Douglas\r\n\u202aSenior Product Marketing Manager, Genesys\r\nJason Alley\r\nSenior Product Marketing Director, Genesys\r\n[\/component_card]<\/div><\/div><\/a><\/div>

Analyst Webinar<\/p>

As Equipes de CX do Futuro<\/h3>
\r\nWebinar on-demand\r\n\r\nAs Equipes de CX do Futuro\r\nEstrat\u00e9gias, cultura e tecnologia: moldando o futuro do trabalho de experi\u00eancia do cliente[cutoff co_thick=\"2px\"]Em todo o mundo, os pap\u00e9is da experi\u00eancia do cliente (CX) est\u00e3o mudando. As organiza\u00e7\u00f5es est\u00e3o aumentando as capacidades do talento CX com tecnologia baseada em intelig\u00eancia artificial. E elas est\u00e3o redefinindo as equipes de engajamento do cliente para acompanhar as mudan\u00e7as de hoje e enfrentar os desafios de amanh\u00e3.\r\n\r\nAs descobertas de uma pesquisa global do MIT Technology Review e da Genesys com 800 l\u00edderes de CX mostram que a abordagem de recrutamento comum de \u201cchurn-and-burn\u201d de hoje n\u00e3o \u00e9 sustent\u00e1vel. E a maioria das organiza\u00e7\u00f5es voltadas para o CX planeja contratar uma equipe de linha de frente altamente qualificada que possa resolver problemas complexos dos clientes.\r\n\r\nAssista a Zeus Kerravala, fundador e principal analista da ZK Research; e Claire Beatty, diretora s\u00eanior de Thought Leadership da Genesys, debatendo sobre como as equipes de CX est\u00e3o enfrentando esses desafios e evoluindo. Eles se concentram nessas quest\u00f5es cruciais:\r\n\r\n \tO futuro do trabalho mudar\u00e1 a forma como as organiza\u00e7\u00f5es estruturam suas for\u00e7as de trabalho CX?\r\n \tAs empresas bem-sucedidas e centradas no cliente podem reformular fun\u00e7\u00f5es de trabalho, responsabilidades e pol\u00edticas de reten\u00e7\u00e3o?\r\n \tComo as organiza\u00e7\u00f5es constroem caminhos de promo\u00e7\u00e3o \u00e0 \"prova de futuro\" e desenvolvem carreiras significativas e sustent\u00e1veis para as equipes de CX?\r\n\r\n[mktoform cta_header=\"Veja o webinar\" cta_button=\"Assista agora!\" form_reach=\"noreach\" cid_id=\"7011T000001YpQmQAK\"]\r\nConhe\u00e7a os palestrantes\r\n\r\nClaire Beatty\r\nSr. Director Thought Leadership\r\nGenesys\r\n\r\nCameron Smith\r\nVP Product Management - WEM\r\nGenesys\r\n\r\nZeus Kerravala\u00a0\r\nFounder and Principal Analyst\r\nZK Research\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Prevendo o futuro da CX: Seis tend\u00eancias para 2023<\/h3>
\r\n\r\n\r\nJ\u00e1 dispon\u00edvel on-demand\r\n\r\n\r\n\r\n\r\nPrevendo o futuro da CX: Seis tend\u00eancias para 2023\r\nComo manter a competitividade no cen\u00e1rio atual.[cutoff co_thick=\"2px\"]Em tempos de incerteza, pode ser dif\u00edcil enxergar o que est\u00e1 por vir \u2013 e ainda mais dif\u00edcil se preparar para isso. Mas em meio \u00e0 volatilidade de hoje, algumas tend\u00eancias s\u00e3o claras, compreend\u00ea-las lhe dar\u00e1 uma vantagem competitiva.\r\n\r\nO sucesso na economia da experi\u00eancia ainda envolve uma abordagem centrada no cliente. Mas o que isso significa \u2013 e como as organiza\u00e7\u00f5es cumprem essa promessa \u2013 est\u00e1 mudando. A tecnologia e a experi\u00eancia do colaborador desempenhar\u00e3o um papel importante no que acontecer\u00e1 a seguir.\r\n\r\nNesta sess\u00e3o, especialistas do setor e l\u00edderes de mercado oferecem uma vis\u00e3o das tend\u00eancias de experi\u00eancia do cliente mais importantes para 2023.\r\n\r\n\r\nsaiba como essas tend\u00eancias definir\u00e3o o futuro:\r\n[icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-ai-acronym\" icon_color=\"text-light-blue\"]A orquestra\u00e7\u00e3o da jornada baseada em I.A remodelar\u00e1 o CX[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-mobile-laptop\" icon_color=\"text-light-blue\"]A tecnologia transformacional proporcionar\u00e1 simplicidade, efici\u00eancia e agilidade sem precedentes[\/icon_list][icon_list format=\"horizontal\" icon_genesys=\"fak fa-gen-people-3\" icon_color=\"text-light-blue\"]A experi\u00eancia do colaborador ser\u00e1 reimaginada[\/icon_list][mktoform cta_header=\"Registre-se\" cta_button=\"Assista agora!\" form_p_target=\"custom\" cids_overwrite=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001Yt11QAC\" url=\"https:\/\/www.genesys.com\/resources\/six-cx-trends-for-2023\" cids_custom=\"attended on-demand\"]\r\nConhe\u00e7a os palestrantes\r\n[cutoff co_thick=\"2px\"]\r\n\r\n\r\n\r\n\r\nRebecca Wettemann\r\nCEO and Principal Analyst\r\nValoir\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nLori Bocklund\r\nFounder and President\r\nStrategic Contact\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nDr. Phoebe Asquith\r\nLead Psychologist and Wellbeing Consultant\r\nSabio Group\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nDr. Natalie Petouhoff\r\nSenior Strategic Business Consultant Director\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nSteve Offsey\r\nVice President of Marketing - Pointillist\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nDavid Wasserman\r\nSenior Director of Product Marketing\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nClaire Beatty\r\nSenior Director of Thought Leadership\r\nGenesys\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\nGinger Conlon\r\nDirector of Thought Leadership\r\nGenesys\r\n\r\n\r\n\r\n<\/div><\/div><\/a><\/div>

Analyst Webinar<\/p>

Atendimento Centralizado na Experi\u00eancia do Cliente<\/h3>
\r\nAtendimento centralizado na experi\u00eancia do cliente\r\n\r\nApresenta\u00e7\u00e3o da plataforma Genesys Cloud e unifica\u00e7\u00e3o do atendimento!\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]A Genesys \u00e9 uma empresa que prioriza a empatia e a forma que ele se desenvolve nas organiza\u00e7\u00f5es, por meio da tecnologia, usando o Genesys Cloud.\u00a0Para quem busca excel\u00eancia no atendimento e a unifica\u00e7\u00e3o dos canais de atendimento, conhecer Genesys \u00e9 essencial, para que o plano de melhoria saia do papel para a realidade.\u00a0O atendimento hoje, necessita de uma ferramenta, que integre os principais meios de comunica\u00e7\u00e3o, de forma simples, fazendo com que tanto o cliente, como o agente de atendimento, possa sentir-se confort\u00e1veis com a experi\u00eancia.\r\n\r\nTer uma ferramenta que auxilia no gerenciamento dos atendimentos, contendo dashboards, relat\u00f3rios, para que se possa analisar o avan\u00e7o, melhoria do Customer Experience da empresa \u00e9 extremamente importante, com isso Genesys, vem se transformando e transformando o mercado CX (Customer Experience), por meio da tecnologia, onde o foco \u00e9 o atendimento cada vez mais emp\u00e1tico.\r\n\r\nParticipe do webinar e veja:\r\n\r\n \tMais sobre Genesys\r\n \tConhe\u00e7a o Genesys Cloud e sua plataforma Omnichannel\u00a0\r\n \tComo gerenciar diversos atendimentos em uma \u00fanica interface\r\n\r\n[mktoform cta_header=\"Veja como foi o bate papo\" cta_button=\"Acesse o Conte\u00fado\" cms_hold=\"RG\" cid_id=\"7011T000001YpkmQAC\"]\r\nConhe\u00e7a a apresentadora:\r\n\r\n\r\n\r\n\r\nBarbara Santos\r\nSolutions Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Analyst Webinar<\/p>

Estrat\u00e9gias e Tecnologias de Atendimento para Momentos de Alta Demanda<\/h3>
[cutoff co_thick=\"2px\"]\r\nWebinar ao vivo\r\n\r\n\r\n\r\nEstrat\u00e9gias e Tecnologias de Atendimento para Momentos de Alta Demanda\r\n\r\nComo se preparar tecnologicamente para per\u00edodos de alta demanda (Datas Comemorativas, Black Friday, entre outros)\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Te convidamos a participar desse webinar com nosso parceiro de neg\u00f3cios Omnify que ajudar\u00e1 sua empresa a superar os desafios em momentos de alta demanda, em datas comemorativas, como black friday, natal, a\u00e7\u00f5es promocionais entre outros.\r\n\r\nSabemos que toda empresa enfrenta desafios quando sua opera\u00e7\u00e3o \u00e9 colocada \u00e0 prova, mas com planejamento adequado, \u00e9 poss\u00edvel encontrar solu\u00e7\u00f5es para que sua opera\u00e7\u00e3o fique cada vez mais eficiente, como grandes players do mercado.\r\n\r\nParticipe do Webinar para e saiba mais sobre:\r\n\r\n \tPersonaliza\u00e7\u00e3o da experi\u00eancia do cliente em escala\r\nOrquestra\u00e7\u00e3o de uma experi\u00eancia consistente e flu\u00edda em todos os canais de comunica\u00e7\u00e3o.\r\n \tReduzir de maneira eficiente o tempo de resolu\u00e7\u00e3o de chamada.\r\n \tGerenciar facilmente a atividade do agente e as intera\u00e7\u00f5es com o cliente em tempo real.\r\n\r\nInscreva-se agora e fa\u00e7a parte do futuro da CX.[mktoform cta_header=\"Participe do Webinar\" cta_button=\"Participe do Webinar\" cms_hold=\"RG\" cid_id=\"7011T000001YqIQQA0\"]\r\nConhe\u00e7a os palestrantes:\r\n\r\n\r\n\r\n\r\nRodolfo Nunes\r\nHead de Tecnologia Omnify\r\n\r\nClaudio Barbosa\r\nSr. Solutions Consultant Manager\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Analyst Webinar<\/p>

CX Metrics: Como usar as M\u00e9tricas na Constru\u00e7\u00e3o da Jornada Perfeita do Consumidor<\/h3>
\r\nAssista on-demand\r\n\r\n\r\n\r\n\r\n\r\nCX Metrics: Como usar as m\u00e9tricas na constru\u00e7\u00e3o da jornada perfeita do consumidor\r\n\r\n\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]A tecnologia permitiu que toda empresa tivesse acesso a uma enorme gama de dados para mensurar a qualidade do atendimento, servi\u00e7o ou produto que oferece. Algumas m\u00e9tricas, quando bem analisadas, ajudam as organiza\u00e7\u00f5es a melhorar a experi\u00eancia dos seus clientes e, consequentemente, gerar mais visibilidade para o neg\u00f3cio.\r\n\r\nEm um ambiente cada vez mais competitivo, em que cada detalhe conta, as tecnologias de gerenciamento e correla\u00e7\u00e3o desses dados t\u00eam se destacado no mercado. Mas como escolher quais as mais importantes para a sua empresa e qual o papel delas para a orquestra\u00e7\u00e3o da jornada do cliente?\r\n\r\n \r\n\r\nAssista o webinar e veja:\r\n\r\n \tQual a import\u00e2ncia das m\u00e9tricas para melhorar a experi\u00eancia do consumidor;\r\n \tComo orquestrar a jornada do cliente a partir da an\u00e1lise de dados;\r\n \tEm uma estrat\u00e9gia omnichannel, quais os principais desafios na capta\u00e7\u00e3o e integra\u00e7\u00e3o desses dados em an\u00e1lise;\r\n\r\n[mktoform cta_header=\"Veja como foi o bate papo\" cta_button=\"Assistir on-demand\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001Yo5JQAS\" url=\"https:\/\/www.youtube.com\/watch?v=PF3uARYPBsE\"]\r\nConhe\u00e7a os palestrantes:\r\n\r\n\r\n\r\n\r\nRander Souza\r\nCloud Strategy Director\r\nGenesys\r\n\r\nRodrigo Tavares\r\nSVP de Customer Journey\r\nRecargaPay\r\n<\/div><\/div><\/a><\/div>

Analyst Webinar<\/p>

Orquestra\u00e7\u00e3o da jornada atrav\u00e9s dos dados. Como a IA pode potencializar o seu CRM<\/h3>
\r\nAssista on-demand\r\n\r\n\r\n\r\n\r\n\r\nA Orquestra\u00e7\u00e3o da jornada atrav\u00e9s dos dados: Como a IA pode potencializar o seu CRM\r\n\r\nEntenda como a intelig\u00eancia artificial pode ser o grande diferencial durante a jornada do seu cliente\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Permita que seu CRM seja realmente usado pelos agentes, supervisores, gerentes de qualidade, e principalmente, pelo seus clientes, no momento em que eles mais precisam. Acesse e utilize informa\u00e7\u00f5es rapidamente \u2013 e em tempo real \u2013 para fornecer aos clientes informa\u00e7\u00f5es relevantes durante o telefone e outros canais de suporte. Com esse conhecimento, agentes \u2013 e clientes \u2013 podem economizar tempo que seria gasto coletando as mesmas informa\u00e7\u00f5es que um cliente j\u00e1 havia fornecido anteriormente.\r\n\r\nVoc\u00ea precisa de uma solu\u00e7\u00e3o de atendimento e orquestra\u00e7\u00e3o ao cliente que se adapte \u00e0s necessidades do seu publico e permita que voc\u00ea d\u00ea o primeiro passo para uma orquestra\u00e7\u00e3o total de experiencia do cliente. A IA \u00e9 sua aliada mais importante para atingir os resultados de uma excelente jornada.\r\n\r\nParticipe do Webinar para e saiba mais sobre:\r\n\r\n \tPersonaliza\u00e7\u00e3o da experi\u00eancia do cliente em escala\r\n \tOrquestra\u00e7\u00e3o de uma experi\u00eancia consistente e flu\u00edda em todos os canais de comunica\u00e7\u00e3o\r\n \tComo reduzir de maneira eficiente os tempos de resolu\u00e7\u00e3o de chamadas\r\n \tGerenciar facilmente a atividade do agente e as intera\u00e7\u00f5es com o cliente em tempo real\r\n\r\nInscreva-se agora e fa\u00e7a parte do futuro da CX.[mktoform cta_header=\"Participe do Webinar\" cta_button=\"Assistir on-demand\" form_p_target=\"custom\" cms_hold=\"RG\" cid_id=\"7011T000001YmgvQAC\" url=\"https:\/\/event.on24.com\/wcc\/r\/3828020\/BA02FDCEEF9227C4195695EB0EBCB126\"]\r\nConhe\u00e7a os palestrantes:\r\n\r\n\r\n\r\n\r\nAdriana Vigna\r\nSr. Solutions Consultant\r\nGenesys\r\n\r\nClaudio Barbosa\r\nSr. Solutions Consultant Manager\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Analyst Webinar<\/p>

O Cen\u00e1rio da Customer Experience: Oportunidades e Desafios do Whatsapp<\/h3>
\r\nWebinar on demand\r\n\r\n\r\n\r\n\r\n\r\nO Cen\u00e1rio da Customer Experience: Oportunidades e Desafios do Whatsapp \r\n\r\nSaiba como as mudan\u00e7as comerciais do app afetam seus neg\u00f3cios\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Com mais de meio bilh\u00e3o de usu\u00e1rios pelo mundo, (Brasil ocupando o segundo lugar), essa m\u00eddia queridinha dos clientes, veio para ficar mais alguns anos (at\u00e9 a pr\u00f3xima inova\u00e7\u00e3o).\r\n\r\nMas o que fazer agora que a meta vai passar a cobrar tamb\u00e9m para as comunica\u00e7\u00f5es iniciadas pelo cliente? Simplesmente desligar o canal?\r\n\r\nDefinitivamente, n\u00e3o. \u00c9 poss\u00edvel orquestrar jornadas personalizadas, para obter ter consist\u00eancia entre os canais, sem aumentar os custos de atendimento.\r\n\r\nDiscutiremos alguns temas e ideias:\r\n\r\n \tO Brasil \u00e9\u00a0 segundo usu\u00e1rio de WhatsApp do mundo. Os novos custos podem ser um impacto ou uma oportunidade?\r\n \tOrquestrar a experi\u00eancia do cliente permite oferecer de forma flu\u00edda uma jornada inteligente, que excede a expectativa do cliente sem gerar custos adicionais.\r\n \tPersonaliza\u00e7\u00e3o dos seus clientes \u00e9 manteria para absorver novos custos e cuidar de seus clientes como nunca antes.\r\n \tCom mais de meio bilh\u00e3o de usu\u00e1rios de WhatsApp no mundo, vale a pena mant\u00ea-lo como um canal de intera\u00e7\u00e3o entre clientes e empresa? S-I-M!! (saiba porque)\r\n \tAs empresas brasileiras conseguem abrir m\u00e3o do WhatsApp na comunica\u00e7\u00e3o com seus clientes? D\u00e1 para fazer isso de maneira eficiente e, ao mesmo tempo, oferecer boas experi\u00eancias?\r\n\r\nParticipe do nosso webinar e saiba tudo sobre os melhores caminhos de otimiza\u00e7\u00e3o e utiliza\u00e7\u00e3o de novas tecnologias para transformar o seu canal de Whatsapp![mktoform cta_header=\"Veja como foi nosso Webinar\" cta_button=\"Assista on-demand\" cms_hold=\"RG\" cid_id=\"7011T000001Yj5GQAS\"]\r\nConhe\u00e7a os palestrantes:\r\n\r\n\r\n\r\n\r\nIsabel Leit\u00e3o\r\nSr. Solutions Consultant Manager\r\nGenesys\r\n\r\nClaudio Barbosa\r\nSr. Solutions Consultant Manager\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

A navega\u00e7\u00e3o entre canais: dominando os canais digitais para o seu neg\u00f3cio<\/h3>
\r\nGenesys Webinar\r\n\r\nA navega\u00e7\u00e3o entre canais: dominando os canais digitais para o seu neg\u00f3cio\r\n[cutoff co_thick=\"2px\"][webinarschedule]Os canais digitais, como chat na web, aplicativos de mensagens sociais e chatbots, t\u00eam um enorme potencial de engagement e suporte ao cliente. Embora eles sejam muito procurados, tanto pelos clientes quanto pelas empresas, os l\u00edderes de experi\u00eancia do cliente muitas vezes consideram que ainda n\u00e3o perceberam todo o potencial desses canais digitais.\r\n\r\nSe voc\u00ea est\u00e1 procurando adicionar novos canais digitais ou deseja aproveitar ao m\u00e1ximo os canais j\u00e1 implantados, junte-se \u00e0 nossa conversa. Nosso painel de especialistas analisar\u00e1 os fundamentos do uso desses canais para ouvir, entender e agir sobre as necessidades do cliente com empatia.\r\n\r\nVoc\u00ea descobrir\u00e1 como oferecer experi\u00eancias incr\u00edveis aos clientes por meio de canais digitais. Assista este webinar on-demand hoje mesmo.[cutoff co_thick=\"2px\"]1\r\n00:00:08,100 --> 00:00:10,990\r\nGood morning, evening, and afternoon everyone. This is Josh Reed\r\n\r\n2\r\n00:00:10,990 --> 00:00:13,250\r\nfrom the digital events team, and I'll be the moderator\r\n\r\n3\r\n00:00:13,250 --> 00:00:17,060\r\nfor today's presentation. Let me start by saying welcome. And\r\n\r\n4\r\n00:00:17,060 --> 00:00:21,260\r\nthanks for joining today's live webinar channel surfing, mastering digital\r\n\r\n5\r\n00:00:21,260 --> 00:00:24,330\r\nchannels for your business. As I usually do, I'm going\r\n\r\n6\r\n00:00:24,330 --> 00:00:26,950\r\nto cover a couple of housekeeping items, but I'm going\r\n\r\n7\r\n00:00:27,080 --> 00:00:29,380\r\nto try and keep it short and sweet. So, first\r\n\r\n8\r\n00:00:29,380 --> 00:00:32,180\r\noff, if you experience any problems viewing or listening to\r\n\r\n9\r\n00:00:32,180 --> 00:00:34,480\r\ntoday's presentation, do me a favor and just hit it\r\n\r\n10\r\n00:00:34,480 --> 00:00:37,840\r\nwith a quick refresh that usually fixes any cancellations. You\r\n\r\n11\r\n00:00:37,840 --> 00:00:40,410\r\nalso have the ability to enlarge the slide window and\r\n\r\n12\r\n00:00:40,410 --> 00:00:42,770\r\nthe video window throughout the conversation today. So, if you\r\n\r\n13\r\n00:00:42,770 --> 00:00:44,840\r\nsee anything in the slide window that you want to\r\n\r\n14\r\n00:00:45,030 --> 00:00:48,460\r\nsee clearer, you can indeed enlarge that screen by dragging\r\n\r\n15\r\n00:00:48,460 --> 00:00:52,030\r\nany of the corners of that window. Also know that\r\n\r\n16\r\n00:00:52,030 --> 00:00:54,520\r\nthis is designed to be an interactive experience between you\r\n\r\n17\r\n00:00:54,520 --> 00:00:57,520\r\nand our presenters today. So, throughout the conversation, you can\r\n\r\n18\r\n00:00:57,520 --> 00:00:59,820\r\nthrow questions that you have into the Q and A window\r\n\r\n19\r\n00:00:59,820 --> 00:01:02,060\r\nbelow the slides and what we'll do is we'll answer\r\n\r\n20\r\n00:01:02,060 --> 00:01:07,010\r\nthem via chat throughout the conversation. We'll keep you engaged\r\n\r\n21\r\n00:01:07,060 --> 00:01:10,220\r\nthroughout the entire conversation today. However, sometimes time gets away\r\n\r\n22\r\n00:01:10,220 --> 00:01:12,480\r\nfrom us. So, if we are unable to answer your\r\n\r\n23\r\n00:01:12,480 --> 00:01:15,750\r\nquestions in via live format here, what we will do is\r\n\r\n24\r\n00:01:15,820 --> 00:01:18,230\r\nwe will just follow up with you via email within\r\n\r\n25\r\n00:01:18,230 --> 00:01:21,980\r\nthe next few business days. And also know that this\r\n\r\n26\r\n00:01:21,980 --> 00:01:24,780\r\nis indeed being recorded. So, if for any reason you have\r\n\r\n27\r\n00:01:24,780 --> 00:01:27,090\r\nto get up during today's presentation and you miss any\r\n\r\n28\r\n00:01:27,090 --> 00:01:28,980\r\npart of it, that's okay you're going to receive a\r\n\r\n29\r\n00:01:28,980 --> 00:01:31,890\r\nlink to the on- demand recording via email from on\r\n\r\n30\r\n00:01:31,890 --> 00:01:36,250\r\n24 within the next few business days. And also note\r\n\r\n31\r\n00:01:36,250 --> 00:01:39,250\r\nthat check out the resources in the resource list below\r\n\r\n32\r\n00:01:39,250 --> 00:01:42,660\r\nthe slides, these resources expand on today's topic of digital\r\n\r\n33\r\n00:01:42,660 --> 00:01:44,350\r\nchannels what you can do is go ahead and click\r\n\r\n34\r\n00:01:44,350 --> 00:01:46,770\r\non those now, and they will open up a new\r\n\r\n35\r\n00:01:46,770 --> 00:01:51,210\r\ntab in your browser. And lastly, I encourage you to\r\n\r\n36\r\n00:01:51,210 --> 00:01:52,810\r\ntake the survey that's going to show up at the\r\n\r\n37\r\n00:01:52,810 --> 00:01:54,830\r\nend of today's presentation. If you want to knock it\r\n\r\n38\r\n00:01:54,830 --> 00:01:57,000\r\nout early, however, you can just click on the last\r\n\r\n39\r\n00:01:57,000 --> 00:02:00,400\r\nicon below. We tailor these conversations to exactly what you,\r\n\r\n40\r\n00:02:00,400 --> 00:02:03,180\r\nthe attendees want to learn more about with respect to\r\n\r\n41\r\n00:02:03,180 --> 00:02:06,420\r\nGenesys and topics to contact center solutions. So, do me\r\n\r\n42\r\n00:02:06,420 --> 00:02:08,170\r\na favor and take that survey so that we can\r\n\r\n43\r\n00:02:08,170 --> 00:02:12,600\r\nincorporate your feedback in the future of Genesys webcasts. And\r\n\r\n44\r\n00:02:12,600 --> 00:02:15,810\r\nas I mentioned, short and sweet. So, today we have\r\n\r\n45\r\n00:02:15,810 --> 00:02:18,930\r\nthree awesome presenters excited to give you an inside look\r\n\r\n46\r\n00:02:18,930 --> 00:02:22,120\r\nand some practical guidance on how to deliver amazing customer\r\n\r\n47\r\n00:02:22,120 --> 00:02:25,310\r\nexperiences through digital channels. So, I'm actually going to introduce\r\n\r\n48\r\n00:02:25,310 --> 00:02:28,490\r\nyou all today to our first presenter, Charlie Godfrey. Charlie,\r\n\r\n49\r\n00:02:28,560 --> 00:02:32,790\r\nthe floor is yours. Thanks, Josh. And welcome everybody. My\r\n\r\n50\r\n00:02:32,790 --> 00:02:36,970\r\nname is Charlie Godfrey with Genesys strategic business consulting. And\r\n\r\n51\r\n00:02:37,420 --> 00:02:40,370\r\nthanks for joining us today. So, mastering digital channels, why\r\n\r\n52\r\n00:02:40,370 --> 00:02:44,790\r\ndoes digital matter so much today? And so, we recently\r\n\r\n53\r\n00:02:44,790 --> 00:02:48,620\r\npublished a paper of human connections in crisis. And I don't think\r\n\r\n54\r\n00:02:48,620 --> 00:02:52,790\r\nit's a surprise to anyone to hear that people are\r\n\r\n55\r\n00:02:52,790 --> 00:02:59,060\r\nfeeling disconnected. There's a connection deficit, as people are interacting\r\n\r\n56\r\n00:02:59,060 --> 00:03:02,260\r\nwith other people and companies they do business with. Interesting\r\n\r\n57\r\n00:03:02,260 --> 00:03:07,420\r\nis the people that feel the most disconnected, basically their\r\n\r\n58\r\n00:03:07,420 --> 00:03:11,440\r\nbehavior is less digital. The people that feel connected are\r\n\r\n59\r\n00:03:11,440 --> 00:03:14,740\r\nusing digital channels to do so. So, digital is really\r\n\r\n60\r\n00:03:14,740 --> 00:03:18,730\r\nhelping people to feel connected with their peers and with\r\n\r\n61\r\n00:03:18,730 --> 00:03:22,530\r\ntheir companies. So, what does that mean? And you'll hear\r\n\r\n62\r\n00:03:22,570 --> 00:03:25,700\r\nsome terms, one thing that we hear a lot in\r\n\r\n63\r\n00:03:25,700 --> 00:03:28,950\r\nthe market is empathy. And some people have a strong\r\n\r\n64\r\n00:03:28,950 --> 00:03:32,580\r\nreaction to this that it's fuzzy or emotional. And what's\r\n\r\n65\r\n00:03:32,580 --> 00:03:36,060\r\nimportant to understand is empathy is not about sympathy, it's\r\n\r\n66\r\n00:03:36,060 --> 00:03:40,980\r\nnot about being nice. It's about understanding what another person\r\n\r\n67\r\n00:03:40,980 --> 00:03:46,420\r\nis experiencing. This is a rather academic definition of empathy,\r\n\r\n68\r\n00:03:46,420 --> 00:03:50,540\r\nbut essentially it's this. Walk in the other guy's shoes.\r\n\r\n69\r\n00:03:51,200 --> 00:03:53,980\r\nWhat is he been through? How can I help? And\r\n\r\n70\r\n00:03:53,980 --> 00:04:00,660\r\nso, while that's deems like a very abstract concept, we've\r\n\r\n71\r\n00:04:00,660 --> 00:04:04,070\r\ntaken a shot at making it tangible and making it\r\n\r\n72\r\n00:04:04,070 --> 00:04:07,220\r\nactionable. And so, if you think about empathy, we know\r\n\r\n73\r\n00:04:07,220 --> 00:04:11,840\r\nthat empathy builds trust and trust leads to loyalty. And\r\n\r\n74\r\n00:04:11,840 --> 00:04:14,820\r\nthat's the real business reason to do this. A recent\r\n\r\n75\r\n00:04:15,240 --> 00:04:20,640\r\nHarvard Business Review article said that loyalty leaders grow revenue\r\n\r\n76\r\n00:04:20,640 --> 00:04:23,560\r\ntwo and a half times faster than their peers based\r\n\r\n77\r\n00:04:23,560 --> 00:04:26,040\r\non this strength of loyalty. And so, it makes good\r\n\r\n78\r\n00:04:26,040 --> 00:04:29,300\r\nbusiness sense. And we do that through personalized experiences and\r\n\r\n79\r\n00:04:29,300 --> 00:04:32,350\r\nwe make that happen through technology. But a lot of\r\n\r\n80\r\n00:04:32,350 --> 00:04:34,130\r\npeople come to me and say, \" Charlie, well, that's great,\r\n\r\n81\r\n00:04:34,130 --> 00:04:36,180\r\nbut how do I get from the outside ring to\r\n\r\n82\r\n00:04:36,180 --> 00:04:42,310\r\nthe inside ring? How does technology make empathy happen?\" And\r\n\r\n83\r\n00:04:42,310 --> 00:04:44,140\r\nso, what we've come up with is a way to\r\n\r\n84\r\n00:04:44,140 --> 00:04:47,620\r\nsimplify empathy and to make it actionable. And it comes\r\n\r\n85\r\n00:04:47,620 --> 00:04:51,980\r\ndown to these verbs, these words, interestingly enough. And so,\r\n\r\n86\r\n00:04:51,980 --> 00:04:56,120\r\nwhat it is, if I'm going to have an empathetic\r\n\r\n87\r\n00:04:56,720 --> 00:04:58,840\r\nexperience with you, the first thing I'm going to do\r\n\r\n88\r\n00:04:58,840 --> 00:05:01,900\r\nis listen, I'm going to take in as much information\r\n\r\n89\r\n00:05:01,900 --> 00:05:04,310\r\nas I can. I'm going to use my brain and\r\n\r\n90\r\n00:05:04,310 --> 00:05:07,650\r\nmy experience to understand and predict the right way to\r\n\r\n91\r\n00:05:07,650 --> 00:05:10,510\r\nrespond to you. I'm going to take the action and\r\n\r\n92\r\n00:05:10,510 --> 00:05:13,210\r\nprovide a response and try to help. And then I'm\r\n\r\n93\r\n00:05:13,210 --> 00:05:15,940\r\ngoing to gauge the success of that and see if\r\n\r\n94\r\n00:05:16,240 --> 00:05:19,130\r\nit worked and learn from it. And so, if we\r\n\r\n95\r\n00:05:19,130 --> 00:05:22,010\r\nthink about empathy in this way and simplify it, we\r\n\r\n96\r\n00:05:22,010 --> 00:05:27,050\r\ncan start to apply that to our technology ring, think\r\n\r\n97\r\n00:05:27,050 --> 00:05:31,200\r\nabout it. We can listen at scale through our data\r\n\r\n98\r\n00:05:31,200 --> 00:05:34,940\r\necosystem. We can take that data and transform it with\r\n\r\n99\r\n00:05:34,940 --> 00:05:38,810\r\nAI to create understanding and prediction. We can use our\r\n\r\n100\r\n00:05:38,810 --> 00:05:42,000\r\nengagement channels to take action and engage and interact with\r\n\r\n101\r\n00:05:42,000 --> 00:05:46,110\r\nour customers and then return to AI to learn and\r\n\r\n102\r\n00:05:46,110 --> 00:05:51,530\r\nimprove the experience each time we go through it. And\r\n\r\n103\r\n00:05:51,530 --> 00:05:55,520\r\nso, from a Genesys perspective, we've approached it as orchestrating\r\n\r\n104\r\n00:05:55,520 --> 00:06:00,950\r\nsystems of listening, understanding, action and learning, and what we\r\n\r\n105\r\n00:06:00,950 --> 00:06:04,760\r\nrefer to that as an experience, as a service. And\r\n\r\n106\r\n00:06:04,760 --> 00:06:07,190\r\nnow I'd like to bring in Robin Gareiss from Metrigy.\r\n\r\n107\r\n00:06:07,310 --> 00:06:12,300\r\nRobin, you've had some experience with this concept of listening\r\n\r\n108\r\n00:06:12,550 --> 00:06:15,120\r\nand acting, and as it pertains to the digital world,\r\n\r\n109\r\n00:06:15,120 --> 00:06:17,720\r\ncould you share a few things around that and introduce\r\n\r\n110\r\n00:06:17,720 --> 00:06:22,590\r\nyourself to the folk? Yeah, absolutely, Charlie. Thank you. My\r\n\r\n111\r\n00:06:22,590 --> 00:06:24,480\r\nname is Charlie said it first, I'm Robin Gareiss, I'm\r\n\r\n112\r\n00:06:24,480 --> 00:06:28,200\r\nCEO here at Metrigy. We're a research and advisory firm.\r\n\r\n113\r\n00:06:28,200 --> 00:06:32,810\r\nAnd so, we're always out there interviewing and surveying enterprise\r\n\r\n114\r\n00:06:32,810 --> 00:06:37,000\r\nCX leaders to understand what they're doing and what's working\r\n\r\n115\r\n00:06:37,000 --> 00:06:39,020\r\nfor them, what's not that type of thing. And so,\r\n\r\n116\r\n00:06:39,370 --> 00:06:43,180\r\nas I'm out talking to people about this, what I\r\n\r\n117\r\n00:06:43,180 --> 00:06:45,510\r\nfind is a best practice among those who are doing\r\n\r\n118\r\n00:06:45,510 --> 00:06:49,430\r\nthe right thing is to really gather data, to gather\r\n\r\n119\r\n00:06:49,430 --> 00:06:52,420\r\nthat information. So, from a real tactical standpoint, if you\r\n\r\n120\r\n00:06:52,420 --> 00:06:54,700\r\nlook at this chart starting at number one, you want\r\n\r\n121\r\n00:06:54,700 --> 00:06:56,680\r\nto, first of all, determine what metrics are you going\r\n\r\n122\r\n00:06:56,680 --> 00:06:59,470\r\nto measure and over what interval are you going to\r\n\r\n123\r\n00:06:59,470 --> 00:07:03,830\r\nmeasure them? So, you might be looking at customer satisfaction,\r\n\r\n124\r\n00:07:03,830 --> 00:07:06,910\r\nyou might be looking at a specific metric for your\r\n\r\n125\r\n00:07:06,910 --> 00:07:09,890\r\nagent performance. It could be a whole, oh boy, there's\r\n\r\n126\r\n00:07:10,130 --> 00:07:12,410\r\nno shortage of metrics, but what does it matter to\r\n\r\n127\r\n00:07:12,410 --> 00:07:15,220\r\nyou? What are you going to do? And then even not\r\n\r\n128\r\n00:07:15,220 --> 00:07:20,200\r\nonly just from a specific context and a perspective, but\r\n\r\n129\r\n00:07:20,200 --> 00:07:23,310\r\nfrom a business perspective, are you going to look at how,\r\n\r\n130\r\n00:07:23,310 --> 00:07:25,860\r\nwhat you're doing in the context centers affecting things like\r\n\r\n131\r\n00:07:25,860 --> 00:07:29,920\r\nrevenue or cost or agent efficiency, customer sentiment, all of\r\n\r\n132\r\n00:07:29,920 --> 00:07:33,100\r\nthose things. So, figure that out first and then take\r\n\r\n133\r\n00:07:33,100 --> 00:07:37,130\r\nyour baseline assessment. So, no matter what new technology you're\r\n\r\n134\r\n00:07:37,130 --> 00:07:42,390\r\nplanning to implement to help improve customer experience, take the\r\n\r\n135\r\n00:07:42,390 --> 00:07:44,840\r\nbaseline first, because if you forget that and trust me\r\n\r\n136\r\n00:07:44,840 --> 00:07:48,380\r\nso many companies do you can't go back. You can't\r\n\r\n137\r\n00:07:48,380 --> 00:07:50,930\r\ngo back and take those numbers again. I mean, sometimes\r\n\r\n138\r\n00:07:50,930 --> 00:07:52,600\r\nyou might have them stored somewhere in a report, but\r\n\r\n139\r\n00:07:52,600 --> 00:07:54,590\r\nit might not be the exact way you're planning the\r\n\r\n140\r\n00:07:54,590 --> 00:07:57,930\r\nmetric in the future. So, take that baseline and then\r\n\r\n141\r\n00:07:58,000 --> 00:08:01,530\r\ntake your measurements at every pre- established interval, whether it's\r\n\r\n142\r\n00:08:02,000 --> 00:08:05,810\r\nby second, by minute, by hour, by day, week, month,\r\n\r\n143\r\n00:08:05,810 --> 00:08:09,220\r\nyear, whatever it is. And it could be multiple pick those\r\n\r\n144\r\n00:08:09,220 --> 00:08:12,650\r\nmetrics, make sure you have an automated process in place\r\n\r\n145\r\n00:08:12,890 --> 00:08:16,260\r\nto get those metrics gathered. A lot of companies stop\r\n\r\n146\r\n00:08:16,260 --> 00:08:18,340\r\nthere and that's not doing any good. It's like, \" Oh\r\n\r\n147\r\n00:08:18,340 --> 00:08:20,260\r\nyeah, we got the metrics.\" Oh, what do you do\r\n\r\n148\r\n00:08:20,260 --> 00:08:23,420\r\nwith them?\" \"I don't know, nobody's really analyzing them.\" The next\r\n\r\n149\r\n00:08:23,420 --> 00:08:25,500\r\nbig group of companies stops at the next point, which\r\n\r\n150\r\n00:08:25,500 --> 00:08:28,210\r\nis, \" Yeah, they've got all this data, they analyze results,\r\n\r\n151\r\n00:08:28,460 --> 00:08:31,470\r\nand that's where they stop.\" They're not making any changes.\r\n\r\n152\r\n00:08:31,470 --> 00:08:34,850\r\nSo, number five to me is super important. That's revising\r\n\r\n153\r\n00:08:35,090 --> 00:08:37,970\r\nbased on the latest metrics. It may be based on\r\n\r\n154\r\n00:08:37,970 --> 00:08:40,900\r\nreal time contextual data, it may be based on historical\r\n\r\n155\r\n00:08:40,900 --> 00:08:44,300\r\ntrends. You may be making changes immediately on the spot\r\n\r\n156\r\n00:08:44,570 --> 00:08:46,310\r\non AI may be helping you to do that at\r\n\r\n157\r\n00:08:46,310 --> 00:08:49,740\r\nsome point. But you look at those numbers, you look\r\n\r\n158\r\n00:08:49,740 --> 00:08:51,990\r\nat the data and you're going to revise based on\r\n\r\n159\r\n00:08:51,990 --> 00:08:56,340\r\nthat because you want to continuously improve that customer. And\r\n\r\n160\r\n00:08:56,520 --> 00:08:58,670\r\nthen the last thing I want to do is reporting your\r\n\r\n161\r\n00:08:58,670 --> 00:09:01,210\r\nresults. So, where are you doing well? Where do you\r\n\r\n162\r\n00:09:01,210 --> 00:09:04,080\r\nneed to improve? How can you learn from these results?\r\n\r\n163\r\n00:09:04,360 --> 00:09:07,230\r\nThat's going to help you moving forward to get more\r\n\r\n164\r\n00:09:07,230 --> 00:09:10,350\r\nfunding for more projects, to be able to add more\r\n\r\n165\r\n00:09:10,350 --> 00:09:14,720\r\ntechnologies to your customer experience are still there, continue to\r\n\r\n166\r\n00:09:14,720 --> 00:09:17,590\r\nimprove on what you're doing. So, I think the key thing here\r\n\r\n167\r\n00:09:17,590 --> 00:09:20,050\r\nis to gather your data and then do something with it.\r\n\r\n168\r\n00:09:20,050 --> 00:09:24,610\r\nDon't just sit on it. Awesome, Robin, thanks very much.\r\n\r\n169\r\n00:09:24,610 --> 00:09:26,620\r\nAnd I think we'll see that a lot. Everything is\r\n\r\n170\r\n00:09:26,620 --> 00:09:30,200\r\na circle. Everything is continuous. We're always trying to improve,\r\n\r\n171\r\n00:09:30,200 --> 00:09:33,810\r\nso beautiful insights. Thank you so much. So, as we\r\n\r\n172\r\n00:09:33,810 --> 00:09:37,410\r\nthink about empathy, and we think about this, how does\r\n\r\n173\r\n00:09:37,460 --> 00:09:40,470\r\ndigital help us be more empathetic? I thought it might\r\n\r\n174\r\n00:09:40,470 --> 00:09:43,590\r\nbe interesting to go through and experience without empathy. What\r\n\r\n175\r\n00:09:43,590 --> 00:09:46,460\r\ndoes that feel like? And so, here's a little storyboard\r\n\r\n176\r\n00:09:46,460 --> 00:09:48,880\r\nof a recent experience I had when I went to\r\n\r\n177\r\n00:09:48,880 --> 00:09:51,960\r\nmy favorite business website. I wanted to make sure not\r\n\r\n178\r\n00:09:51,960 --> 00:09:54,770\r\nto call out any companies, but here's a generic website,\r\n\r\n179\r\n00:09:55,610 --> 00:09:59,320\r\nbut I logged into this favorite website and they said, \"\r\n\r\n180\r\n00:09:59,410 --> 00:10:02,560\r\nWelcome back, Charlie.\" And that felt so great, right? I\r\n\r\n181\r\n00:10:02,560 --> 00:10:05,040\r\nfelt recognized, I felt like no I'm bursting through the\r\n\r\n182\r\n00:10:05,040 --> 00:10:08,490\r\ndoor at cheers and everybody recognizing and welcoming me to\r\n\r\n183\r\n00:10:08,490 --> 00:10:12,870\r\nthe website. So, then I went on my journey and\r\n\r\n184\r\n00:10:12,870 --> 00:10:17,280\r\nI was looking for information. I was looking for products.\r\n\r\n185\r\n00:10:17,280 --> 00:10:20,270\r\nI started to narrow my search and I found the\r\n\r\n186\r\n00:10:20,270 --> 00:10:22,450\r\nthing that I was after. And I got to the\r\n\r\n187\r\n00:10:22,450 --> 00:10:26,080\r\nshopping cart and I hesitated. And there was something that\r\n\r\n188\r\n00:10:26,080 --> 00:10:32,670\r\nwasn't quite right and what happened, guys? Nothing. So, here\r\n\r\n189\r\n00:10:32,670 --> 00:10:36,170\r\nI sat and no one was listening. No one was\r\n\r\n190\r\n00:10:36,500 --> 00:10:39,530\r\nunderstanding that I had a need. No one was predicting\r\n\r\n191\r\n00:10:39,530 --> 00:10:42,110\r\nthe action and taking that action. And so, I gave\r\n\r\n192\r\n00:10:42,110 --> 00:10:45,340\r\nthem some more help. I said, \" Does this paint contain\r\n\r\n193\r\n00:10:45,340 --> 00:10:51,070\r\nlead?\" And basically, they had no results. So, I'm saying\r\n\r\n194\r\n00:10:51,070 --> 00:10:55,530\r\nexplicitly what my problem is now. And so, then they\r\n\r\n195\r\n00:10:55,530 --> 00:10:57,860\r\nwere nice enough to surface a chat. And I said, \"\r\n\r\n196\r\n00:10:57,860 --> 00:11:00,870\r\nGreat. I can escalate to a human resource and finally\r\n\r\n197\r\n00:11:00,870 --> 00:11:04,150\r\nbe understood.\" And so, when I clicked on this button,\r\n\r\n198\r\n00:11:04,150 --> 00:11:07,360\r\nan interesting thing happened, they asked me who I was.\r\n\r\n199\r\n00:11:08,450 --> 00:11:12,560\r\nNow, I thought I was norm. I thought they understood\r\n\r\n200\r\n00:11:12,560 --> 00:11:14,420\r\nwho I was. They listened to me and they were\r\n\r\n201\r\n00:11:14,420 --> 00:11:17,210\r\nwelcomed me back, but they had forgotten all that. So,\r\n\r\n202\r\n00:11:17,210 --> 00:11:19,630\r\nI was starting over again. And when I got to\r\n\r\n203\r\n00:11:19,630 --> 00:11:23,900\r\nthe poor employee, she was completely at a disadvantage where\r\n\r\n204\r\n00:11:23,900 --> 00:11:26,790\r\nit was, \" Hi, how can I help you?\" \" Yeah, does\r\n\r\n205\r\n00:11:26,790 --> 00:11:30,230\r\nthis paint contained lead?\" \" What pain are you looking at?\"\r\n\r\n206\r\n00:11:30,680 --> 00:11:34,970\r\nAnd so, like Robin said to have that context in\r\n\r\n207\r\n00:11:34,970 --> 00:11:38,080\r\nreal time to pass it forward and to share it\r\n\r\n208\r\n00:11:38,290 --> 00:11:41,780\r\nwhat a transformational experience that would be. And so, now\r\n\r\n209\r\n00:11:41,780 --> 00:11:45,100\r\nlet's flip the coin and let's think about what would\r\n\r\n210\r\n00:11:45,100 --> 00:11:50,080\r\nthat feel like with empathy inaction? And so, essentially what\r\n\r\n211\r\n00:11:50,080 --> 00:11:54,710\r\nthat means is as you're browsing the website, the platform\r\n\r\n212\r\n00:11:54,710 --> 00:12:00,730\r\nis listening. It's using information to understand and predict the\r\n\r\n213\r\n00:12:00,730 --> 00:12:04,390\r\njourney that you're on and then take action. So, in\r\n\r\n214\r\n00:12:04,390 --> 00:12:07,210\r\nthis case, you see this bot, the bot is saying, \"\r\n\r\n215\r\n00:12:07,210 --> 00:12:11,100\r\nHi, Charlie, welcome back norm. I know who you are.\r\n\r\n216\r\n00:12:11,230 --> 00:12:13,440\r\nI see you're looking at paint. What can I ask\r\n\r\n217\r\n00:12:13,440 --> 00:12:15,990\r\nyou? What can I help you with? Does it contain lead?\r\n\r\n218\r\n00:12:16,250 --> 00:12:19,860\r\nHere's some content that may satisfy your query.\" And then\r\n\r\n219\r\n00:12:19,920 --> 00:12:26,540\r\nlet's continue the conversation. And perhaps digital resources can qualify\r\n\r\n220\r\n00:12:26,540 --> 00:12:29,930\r\na lead. And so in this case, Charlie's actually a\r\n\r\n221\r\n00:12:29,930 --> 00:12:33,180\r\ncommercial account and wants to buy hundreds of gallons of\r\n\r\n222\r\n00:12:33,180 --> 00:12:36,310\r\nthis paint. And so, now to be able to leverage\r\n\r\n223\r\n00:12:36,310 --> 00:12:39,320\r\nthat and then take it to the next level, you\r\n\r\n224\r\n00:12:39,320 --> 00:12:44,230\r\nreduce your shopping carts and journey abandonment. You increase the\r\n\r\n225\r\n00:12:44,230 --> 00:12:48,730\r\nutilization of those valuable digital pieces that you've created and\r\n\r\n226\r\n00:12:48,950 --> 00:12:52,740\r\nyou qualified opportunities that deserve to be taken forward to\r\n\r\n227\r\n00:12:52,740 --> 00:12:55,200\r\nthe human resource. And so, as we move to the\r\n\r\n228\r\n00:12:55,200 --> 00:12:58,330\r\nhuman resource, part of empathy is making sure they've got\r\n\r\n229\r\n00:12:58,330 --> 00:13:01,470\r\nall the information. So, providing the human resource with all\r\n\r\n230\r\n00:13:01,470 --> 00:13:04,250\r\nthe context of the conversation that happened with the bot,\r\n\r\n231\r\n00:13:04,470 --> 00:13:07,610\r\nthe journey that Charlie was on. And then like Robin\r\n\r\n232\r\n00:13:07,610 --> 00:13:11,830\r\nsaid, even using AI to connect the right agent with\r\n\r\n233\r\n00:13:11,830 --> 00:13:15,240\r\nthe right person for this interaction and for this customer.\r\n\r\n234\r\n00:13:15,370 --> 00:13:18,470\r\nAnd so, now Tina can continue the conversation from a\r\n\r\n235\r\n00:13:18,470 --> 00:13:23,900\r\nplace of understanding. So, we can also surface and listen\r\n\r\n236\r\n00:13:23,900 --> 00:13:27,530\r\nto the conversation in real time to surface the relevant\r\n\r\n237\r\n00:13:27,530 --> 00:13:31,210\r\nknowledge, to help Tina to be successful and confident. And\r\n\r\n238\r\n00:13:31,210 --> 00:13:35,440\r\nthen keep her engaged with gamification tools, knowing that in\r\n\r\n239\r\n00:13:35,440 --> 00:13:38,270\r\nthis world that we're in, a lot of people are\r\n\r\n240\r\n00:13:38,270 --> 00:13:42,030\r\nworking remotely and feel that disconnect in our workplace as\r\n\r\n241\r\n00:13:42,030 --> 00:13:44,880\r\nwell. And so, it's that kind of experience that we're\r\n\r\n242\r\n00:13:44,880 --> 00:13:47,550\r\ntalking about when we think about empathy in action and\r\n\r\n243\r\n00:13:47,550 --> 00:13:50,740\r\nhow experience as a service works. And so, it's about\r\n\r\n244\r\n00:13:51,060 --> 00:13:55,200\r\ngetting the business results of leads converted, reducing the cost\r\n\r\n245\r\n00:13:55,200 --> 00:13:59,640\r\nof acquisition and it's really being a person centric approach.\r\n\r\n246\r\n00:13:59,920 --> 00:14:02,640\r\nSo, who's at the center of the experience. Sure, we\r\n\r\n247\r\n00:14:02,640 --> 00:14:04,760\r\nknow we can listen to the customer and where they've\r\n\r\n248\r\n00:14:04,760 --> 00:14:07,390\r\nbeen, who they are, but we also need to flip\r\n\r\n249\r\n00:14:07,390 --> 00:14:11,050\r\nthat coin over and also look from an employee perspective\r\n\r\n250\r\n00:14:11,260 --> 00:14:14,810\r\nand be able to listen understand and predict the right\r\n\r\n251\r\n00:14:14,810 --> 00:14:19,880\r\nthings that the employee needs to feel good. So, conceptually,\r\n\r\n252\r\n00:14:19,880 --> 00:14:22,480\r\nthat makes a lot of sense. Robin, I think you\r\n\r\n253\r\n00:14:22,480 --> 00:14:24,220\r\nshared with us and I'd love for you to share\r\n\r\n254\r\n00:14:24,220 --> 00:14:28,010\r\nwith the group, some real transformations that you've seen and\r\n\r\n255\r\n00:14:28,010 --> 00:14:30,910\r\nwhat you see really happening. This isn't just about Slideware,\r\n\r\n256\r\n00:14:31,190 --> 00:14:34,730\r\nthis is about business and transformation. You want to share some\r\n\r\n257\r\n00:14:34,730 --> 00:14:38,560\r\nstuff with us. Yeah, absolutely. And Charlie, I love this\r\n\r\n258\r\n00:14:38,560 --> 00:14:41,490\r\nwhole side because I talk to people so many times\r\n\r\n259\r\n00:14:41,490 --> 00:14:43,680\r\nabout, don't just look at the customer and don't just\r\n\r\n260\r\n00:14:43,680 --> 00:14:46,350\r\nlook at the employee or the contact center agent or customer service\r\n\r\n261\r\n00:14:47,130 --> 00:14:49,720\r\nrepresentative, whatever you call them in your company, you've got\r\n\r\n262\r\n00:14:49,720 --> 00:14:53,280\r\nto look at both sides because truly happy agents make\r\n\r\n263\r\n00:14:53,280 --> 00:14:55,520\r\nhappy customers. And we've been able to document that with data\r\n\r\n264\r\n00:14:55,520 --> 00:14:57,860\r\neven so. I really think that's important to look at\r\n\r\n265\r\n00:14:57,860 --> 00:15:01,270\r\nthat full 360 degree view of what's going on there.\r\n\r\n266\r\n00:15:02,270 --> 00:15:06,500\r\nSo, when we look at customer experience and transformations of\r\n\r\n267\r\n00:15:06,500 --> 00:15:10,040\r\ncustomer experience, we always hear a lot about digital transformation.\r\n\r\n268\r\n00:15:10,040 --> 00:15:13,400\r\nWell, as I researched digital transformation, most of the digital\r\n\r\n269\r\n00:15:13,400 --> 00:15:16,270\r\ntransformation is going on right now are customer facing. So,\r\n\r\n270\r\n00:15:16,270 --> 00:15:18,140\r\nI do a lot of research on that. And when\r\n\r\n271\r\n00:15:18,140 --> 00:15:21,580\r\nwe defined from a very high level, a customer experience\r\n\r\n272\r\n00:15:21,580 --> 00:15:26,680\r\ntransformation, it's basically the innovative application of new or existing technologies\r\n\r\n273\r\n00:15:26,930 --> 00:15:31,300\r\nto improve the customer and, or agent experience to drive\r\n\r\n274\r\n00:15:31,300 --> 00:15:35,780\r\nthat measurable business value. So, when you transform customer experience,\r\n\r\n275\r\n00:15:35,780 --> 00:15:39,250\r\nyou should be able to measure business value. You should\r\n\r\n276\r\n00:15:39,250 --> 00:15:40,820\r\nbe able to see, hopefully if you're doing it right,\r\n\r\n277\r\n00:15:40,820 --> 00:15:43,680\r\nyou'll see an improvement. If you don't see an improvement,\r\n\r\n278\r\n00:15:43,680 --> 00:15:45,390\r\nwell, then there's something wrong that you have to fix.\r\n\r\n279\r\n00:15:45,390 --> 00:15:47,830\r\nBut the key here with a transformation is you've got\r\n\r\n280\r\n00:15:47,830 --> 00:15:49,110\r\nto be able to measure it, kind of going back\r\n\r\n281\r\n00:15:49,110 --> 00:15:52,010\r\nto what I was talking about earlier. But first of all,\r\n\r\n282\r\n00:15:52,010 --> 00:15:55,590\r\nwhen we just look at CX transformations, a lot of\r\n\r\n283\r\n00:15:55,590 --> 00:15:58,760\r\npeople are doing this now. So, you can see here\r\n\r\n284\r\n00:15:59,070 --> 00:16:01,570\r\na chart that looks at a success group in purple\r\n\r\n285\r\n00:16:01,570 --> 00:16:04,350\r\nand all companies in blue. So, in our research, we\r\n\r\n286\r\n00:16:04,350 --> 00:16:07,350\r\ndefine a success group, and these are companies who have\r\n\r\n287\r\n00:16:07,350 --> 00:16:12,760\r\nthe highest measurable numbers when it comes to revenue, costs,\r\n\r\n288\r\n00:16:13,150 --> 00:16:18,080\r\ncustomer ratings, and agent efficiency. So, these are the companies\r\n\r\n289\r\n00:16:18,080 --> 00:16:20,020\r\nwho have done things and they've done them right. And\r\n\r\n290\r\n00:16:20,020 --> 00:16:21,750\r\nthey can measure it and show you how well they've\r\n\r\n291\r\n00:16:21,750 --> 00:16:25,220\r\ndone. And you can see here the success group, almost\r\n\r\n292\r\n00:16:25,240 --> 00:16:28,440\r\n80% of the success group has a CX project complete\r\n\r\n293\r\n00:16:28,440 --> 00:16:30,650\r\nor underway, or is planning to do so, but even\r\n\r\n294\r\n00:16:30,660 --> 00:16:32,530\r\nall companies that are research and there's, by the way,\r\n\r\n295\r\n00:16:32,530 --> 00:16:35,240\r\n700 companies in this particular research, it was a global\r\n\r\n296\r\n00:16:35,240 --> 00:16:38,650\r\nstudy. And then in the success group, there's about 157\r\n\r\n297\r\n00:16:38,650 --> 00:16:41,150\r\ncompanies. So, if you look at even all companies in\r\n\r\n298\r\n00:16:41,150 --> 00:16:46,930\r\nthis research, 65% are either completed a project, planning it\r\n\r\n299\r\n00:16:47,230 --> 00:16:49,340\r\nor a one's underway. So, this is something, if you're\r\n\r\n300\r\n00:16:49,340 --> 00:16:52,640\r\nnot doing right now, you probably should be just so\r\n\r\n301\r\n00:16:52,640 --> 00:16:55,140\r\nyou're not at a competitive disadvantage. You want to look\r\n\r\n302\r\n00:16:55,140 --> 00:16:57,320\r\nat your customer experience initiatives, you want to look at\r\n\r\n303\r\n00:16:57,320 --> 00:17:00,960\r\nthe technology that you're using today and figure out where\r\n\r\n304\r\n00:17:00,960 --> 00:17:04,760\r\ncan you improve things? Where can you drive business value?\r\n\r\n305\r\n00:17:04,760 --> 00:17:07,740\r\nWhere can you address an opportunity or solve a problem?\r\n\r\n306\r\n00:17:08,120 --> 00:17:10,190\r\nAnd what we see here are a lot of companies\r\n\r\n307\r\n00:17:10,190 --> 00:17:14,170\r\ndoing just that. So, when you look at customer experience\r\n\r\n308\r\n00:17:14,210 --> 00:17:17,790\r\ntransformation projects, I generally see them in any one of\r\n\r\n309\r\n00:17:17,790 --> 00:17:21,220\r\nthese three areas. They're either customer facing, they're agent facing,\r\n\r\n310\r\n00:17:21,410 --> 00:17:26,100\r\nor they're more broadly about analytics and action. So, we\r\n\r\n311\r\n00:17:26,100 --> 00:17:29,210\r\nlook at customer facing, for example, we see companies doing\r\n\r\n312\r\n00:17:29,250 --> 00:17:33,980\r\nvirtual assistants who guide their customers. They may schedule a\r\n\r\n313\r\n00:17:33,980 --> 00:17:37,090\r\nservice call. They may be able to escalate out of\r\n\r\n314\r\n00:17:37,090 --> 00:17:39,570\r\na service knowledge base to a live agent, if they\r\n\r\n315\r\n00:17:39,570 --> 00:17:41,960\r\nsee that the customer is struggling. I think that a\r\n\r\n316\r\n00:17:41,960 --> 00:17:44,600\r\nkey here, when you're talking about escalation is to make\r\n\r\n317\r\n00:17:44,600 --> 00:17:47,450\r\nsure you have enough escalation hooks. You don't want to frustrate\r\n\r\n318\r\n00:17:47,720 --> 00:17:51,500\r\ncustomers. A personalization just to do things like boosting sales\r\n\r\n319\r\n00:17:51,500 --> 00:17:53,653\r\nin CSAT. So, as Charlie said, when he\r\n\r\n320\r\n00:17:53,653 --> 00:17:56,390\r\nsaid, \" Hey, Charlie.\" Having that personalized\r\n\r\n321\r\n00:17:57,240 --> 00:18:01,100\r\ninteraction is very important to people, especially these days when\r\n\r\n322\r\n00:18:01,100 --> 00:18:04,030\r\nwe don't have enough personal interactions in the real world,\r\n\r\n323\r\n00:18:04,030 --> 00:18:06,260\r\nwe need them virtually. So, make sure that what you're\r\n\r\n324\r\n00:18:06,260 --> 00:18:10,610\r\ndoing is personalized to your customer's preferences. And then you\r\n\r\n325\r\n00:18:10,610 --> 00:18:14,690\r\nalso see functional AI enabled self portals. You see AI\r\n\r\n326\r\n00:18:14,690 --> 00:18:16,140\r\nbeing used in a lot of different ways, which I'll\r\n\r\n327\r\n00:18:16,140 --> 00:18:18,490\r\ntalk about in just a minute, but these types of\r\n\r\n328\r\n00:18:18,490 --> 00:18:21,500\r\nthings also help customers. So, you don't just have this\r\n\r\n329\r\n00:18:21,700 --> 00:18:24,740\r\nplain old self- service portal here, you have a virtual\r\n\r\n330\r\n00:18:24,740 --> 00:18:28,480\r\nassistant guiding the customer through that journey and escalating where\r\n\r\n331\r\n00:18:28,480 --> 00:18:32,990\r\nneeded. Now, on- I mean, Robin... Oh, I'm sorry. Go\r\n\r\n332\r\n00:18:32,990 --> 00:18:35,300\r\nahead. One thing I wanted to point out, I really\r\n\r\n333\r\n00:18:35,300 --> 00:18:39,860\r\nlove the analysis and action is together. And so, to\r\n\r\n334\r\n00:18:40,750 --> 00:18:44,020\r\nbe listening to that voice of the customer and then\r\n\r\n335\r\n00:18:44,020 --> 00:18:47,300\r\nhave the action for both the employee and the customer\r\n\r\n336\r\n00:18:48,160 --> 00:18:51,870\r\nsuch a powerful thing that oftentimes those are separated. So,\r\n\r\n337\r\n00:18:51,870 --> 00:18:56,010\r\nI love the fact that those are together. Absolutely. Yeah.\r\n\r\n338\r\n00:18:56,010 --> 00:18:57,940\r\nAnd so, just a couple other ones, agent facing just\r\n\r\n339\r\n00:18:58,100 --> 00:19:02,070\r\nempowering agents with product recommendations using maybe some predictive analytics\r\n\r\n340\r\n00:19:02,070 --> 00:19:04,970\r\nthere, routing cost to the best agent at that moment\r\n\r\n341\r\n00:19:04,970 --> 00:19:07,680\r\nin time, which I'll talk about in a minute, workforce\r\n\r\n342\r\n00:19:07,680 --> 00:19:12,960\r\nengagement management to automate scheduling and build loyalty among your\r\n\r\n343\r\n00:19:12,960 --> 00:19:17,360\r\nteam, by doing things like gamification or really maybe trying\r\n\r\n344\r\n00:19:17,360 --> 00:19:20,090\r\nto do more with coaching. Those types of things are\r\n\r\n345\r\n00:19:20,090 --> 00:19:22,570\r\nreal important to agents. You want to keep that turnover\r\n\r\n346\r\n00:19:22,570 --> 00:19:24,220\r\nrate down and by the way, it has been inching\r\n\r\n347\r\n00:19:24,220 --> 00:19:26,320\r\nup lately. So, we want to look at things like\r\n\r\n348\r\n00:19:26,320 --> 00:19:29,620\r\nthat for your agents. And then just analysis and action.\r\n\r\n349\r\n00:19:29,620 --> 00:19:33,350\r\nSo, doing things like voice of customer surveys and those\r\n\r\n350\r\n00:19:33,350 --> 00:19:37,160\r\ntypes of tools and analyzing that information and making changes\r\n\r\n351\r\n00:19:37,160 --> 00:19:39,180\r\nbased on what your customers are telling you. If they're\r\n\r\n352\r\n00:19:39,180 --> 00:19:41,020\r\ntelling you it's taking too long to get out of\r\n\r\n353\r\n00:19:41,020 --> 00:19:43,640\r\nself- service to a live agent, then you've got to\r\n\r\n354\r\n00:19:43,640 --> 00:19:46,100\r\nfix something there. If they're not getting the information they\r\n\r\n355\r\n00:19:46,100 --> 00:19:48,040\r\nneed, if they're not getting the insight that they need,\r\n\r\n356\r\n00:19:48,120 --> 00:19:52,440\r\nyou've got to fix that. And then evaluating sentiment. And\r\n\r\n357\r\n00:19:52,530 --> 00:19:55,300\r\nfrom that sentiment, is your customer happy? Is their customer\r\n\r\n358\r\n00:19:55,300 --> 00:19:58,700\r\nangry? Make some predictions based on that or based on\r\n\r\n359\r\n00:19:58,700 --> 00:20:01,580\r\ntheir previous history, make sure you're serving them in the\r\n\r\n360\r\n00:20:01,580 --> 00:20:03,590\r\nway they want to be served. And even in shrine\r\n\r\n361\r\n00:20:03,590 --> 00:20:09,210\r\ncompliance, we see companies, they're transforming their customer experience by\r\n\r\n362\r\n00:20:09,210 --> 00:20:11,220\r\nmaking sure their agents are doing what they're supposed to\r\n\r\n363\r\n00:20:11,220 --> 00:20:13,550\r\ndo. When they're talking to customers, are they saying the right\r\n\r\n364\r\n00:20:13,550 --> 00:20:16,410\r\nthings? Are they reading the right statements and so on? And\r\n\r\n365\r\n00:20:16,920 --> 00:20:21,230\r\nthen workforce optimization to actively improve agent performance. So, that's\r\n\r\n366\r\n00:20:21,230 --> 00:20:23,210\r\nwhere you get into more of the agent analytics and\r\n\r\n367\r\n00:20:23,430 --> 00:20:29,020\r\nmaking sure that your agents are actually improving consistently because\r\n\r\n368\r\n00:20:29,020 --> 00:20:31,800\r\nyou don't want to ever get into a dead spot\r\n\r\n369\r\n00:20:31,800 --> 00:20:35,170\r\nas an agent. So, the other thing we want to\r\n\r\n370\r\n00:20:35,170 --> 00:20:38,520\r\ntalk about as you're looking at how to better serve\r\n\r\n371\r\n00:20:38,520 --> 00:20:41,800\r\nyour customers, how to transform that customer experience, you want to look\r\n\r\n372\r\n00:20:41,800 --> 00:20:45,230\r\nat what channels you're using. So, it's very difficult to\r\n\r\n373\r\n00:20:45,230 --> 00:20:49,160\r\npredict what channel, what is the channel for your customers.\r\n\r\n374\r\n00:20:49,160 --> 00:20:50,960\r\nYou don't know and it's going to change over time,\r\n\r\n375\r\n00:20:51,900 --> 00:20:54,500\r\ndifferent age groups like different channels. Maybe it's not even\r\n\r\n376\r\n00:20:54,500 --> 00:20:57,270\r\nabout the age group. Maybe it's about just what the person does\r\n\r\n377\r\n00:20:57,270 --> 00:20:59,370\r\nor what device he or she feels more comfortable with.\r\n\r\n378\r\n00:20:59,810 --> 00:21:02,580\r\nSo, the key here is that you want to be offering more\r\n\r\n379\r\n00:21:02,580 --> 00:21:05,660\r\nchannels instead of fewer, and you want to integrate those\r\n\r\n380\r\n00:21:05,660 --> 00:21:08,270\r\nchannels. That's a big issue right now, companies are adding\r\n\r\n381\r\n00:21:08,270 --> 00:21:11,200\r\nchannels and they're not using omnichannel. They're not integrating those\r\n\r\n382\r\n00:21:11,200 --> 00:21:14,740\r\nchannels so that the context flows between the different digital\r\n\r\n383\r\n00:21:14,740 --> 00:21:18,260\r\nand realtime channels always. So, a customer isn't frustrated like\r\n\r\n384\r\n00:21:18,290 --> 00:21:21,070\r\nCharlie was in this example. So, you can see here\r\n\r\n385\r\n00:21:21,070 --> 00:21:23,450\r\non the left- hand side, just the interaction channels that\r\n\r\n386\r\n00:21:23,540 --> 00:21:25,420\r\nwere in use by companies at the end of fourth,\r\n\r\n387\r\n00:21:25,420 --> 00:21:29,080\r\nquarter 2020 voice email, social media being the top ones.\r\n\r\n388\r\n00:21:30,120 --> 00:21:33,800\r\nOverall we did see growth from 2019 to 2020, end\r\n\r\n389\r\n00:21:33,800 --> 00:21:36,650\r\nof both years from five channels on average per company,\r\n\r\n390\r\n00:21:36,900 --> 00:21:39,810\r\nup to 6. 6 which doesn't seem like a huge\r\n\r\n391\r\n00:21:39,810 --> 00:21:42,250\r\njump when you think of the total number channels, it's pretty decent.\r\n\r\n392\r\n00:21:42,720 --> 00:21:44,690\r\nAnd then if you look over on the right hand\r\n\r\n393\r\n00:21:44,690 --> 00:21:47,440\r\nside, you can see which channels grew in the last\r\n\r\n394\r\n00:21:47,440 --> 00:21:50,390\r\nyear and by what percentage and which channels didn't. So,\r\n\r\n395\r\n00:21:50,390 --> 00:21:53,360\r\nmobile business chat, that's your Facebook Messenger, your WeChat all\r\n\r\n396\r\n00:21:53,360 --> 00:21:56,830\r\nthose types of capabilities. Those grew quite considerably. So, a\r\n\r\n397\r\n00:21:56,830 --> 00:21:59,450\r\nlot of people are communicating with businesses that way. Voice\r\n\r\n398\r\n00:21:59,450 --> 00:22:02,430\r\nand video grew a lot. We talk about digital channels, but\r\n\r\n399\r\n00:22:02,430 --> 00:22:06,360\r\nlet's not ignore we need that real- time communication too.\r\n\r\n400\r\n00:22:06,360 --> 00:22:08,880\r\nWe need to talk to people. And especially last year\r\n\r\n401\r\n00:22:08,880 --> 00:22:11,090\r\nwith the pandemic, I think a lot of companies didn't\r\n\r\n402\r\n00:22:11,090 --> 00:22:12,980\r\nwant that. They were just wanting to pick up the phone.\r\n\r\n403\r\n00:22:13,870 --> 00:22:16,810\r\nMy best friend, her mom literally like just calls people\r\n\r\n404\r\n00:22:16,810 --> 00:22:20,060\r\nin her bank and just ask questions because she wants\r\n\r\n405\r\n00:22:20,060 --> 00:22:24,060\r\nto talk to somebody. But you got voice and video\r\n\r\n406\r\n00:22:24,060 --> 00:22:28,170\r\ngrew pretty substantially social media and in- app grew the\r\n\r\n407\r\n00:22:28,170 --> 00:22:31,790\r\nareas that didn't web chat, SMS and email had been\r\n\r\n408\r\n00:22:31,790 --> 00:22:34,520\r\ndeclining, web chat and SMS I think are really just\r\n\r\n409\r\n00:22:34,520 --> 00:22:38,100\r\nkind of being overtaken by things like in- app by\r\n\r\n410\r\n00:22:38,100 --> 00:22:43,730\r\nmobile business chat, most types of more contextual applications. But\r\n\r\n411\r\n00:22:43,730 --> 00:22:46,970\r\nwhen we look at going beyond just the channels we\r\n\r\n412\r\n00:22:46,970 --> 00:22:51,010\r\nalso want to do things like add artificial intelligence to\r\n\r\n413\r\n00:22:51,010 --> 00:22:55,050\r\nour portfolios because that's just going to continue to make\r\n\r\n414\r\n00:22:55,050 --> 00:22:58,080\r\nthings that much better, that much more automated, that much\r\n\r\n415\r\n00:22:58,080 --> 00:23:01,730\r\nmore intuitive and contextual. So, when you think of something\r\n\r\n416\r\n00:23:01,730 --> 00:23:04,250\r\nlike intelligent routing, which is a top area on our\r\n\r\n417\r\n00:23:04,250 --> 00:23:07,920\r\nchart, by the way this chart looks at, it's sorted\r\n\r\n418\r\n00:23:07,920 --> 00:23:12,360\r\nby what's going to be the most popular AI type\r\n\r\n419\r\n00:23:12,430 --> 00:23:15,480\r\nby the end of 2022. So, the blue is what's\r\n\r\n420\r\n00:23:15,480 --> 00:23:18,230\r\nin use now, green plan for 2021, then you've got\r\n\r\n421\r\n00:23:18,230 --> 00:23:21,220\r\nplan for 2022 and an orange and so on. So,\r\n\r\n422\r\n00:23:21,830 --> 00:23:24,990\r\nintelligent routing is number one, that's AI enabled intelligent routing.\r\n\r\n423\r\n00:23:24,990 --> 00:23:27,560\r\nAnd you think about that and that really is about\r\n\r\n424\r\n00:23:27,560 --> 00:23:30,840\r\nconnecting people. It really does go back to the empathy\r\n\r\n425\r\n00:23:30,940 --> 00:23:34,110\r\nequation because what you're trying to do there is connect\r\n\r\n426\r\n00:23:34,670 --> 00:23:38,990\r\nyour customer with the right agent at that second in\r\n\r\n427\r\n00:23:38,990 --> 00:23:44,330\r\ntime. So, by having context, you hopefully know or have\r\n\r\n428\r\n00:23:44,330 --> 00:23:46,830\r\nsome idea what this customer is looking for. What's the\r\n\r\n429\r\n00:23:46,830 --> 00:23:49,810\r\nproblem or the question or the reason for their interaction\r\n\r\n430\r\n00:23:49,810 --> 00:23:51,670\r\ntoday. Maybe they started in a digital channel and need\r\n\r\n431\r\n00:23:51,670 --> 00:23:55,260\r\nto escalate and AI can take that information. Look at\r\n\r\n432\r\n00:23:55,260 --> 00:23:58,700\r\nthe customer's history, look at agent ratings on the topic\r\n\r\n433\r\n00:23:58,700 --> 00:24:02,820\r\nthat customer is looking for. Look at the customer's buying\r\n\r\n434\r\n00:24:02,820 --> 00:24:05,510\r\npatterns and so on. Who did the customer rate five\r\n\r\n435\r\n00:24:05,510 --> 00:24:09,060\r\nstars last time? And try and connect that customer hopefully\r\n\r\n436\r\n00:24:09,060 --> 00:24:11,440\r\nwith the same agent he rated five stars last time.\r\n\r\n437\r\n00:24:11,560 --> 00:24:14,000\r\nOr someone liked that agent and who's available at that\r\n\r\n438\r\n00:24:14,000 --> 00:24:17,380\r\nsecond. And so, that's just huge to improve CSAT. And\r\n\r\n439\r\n00:24:18,070 --> 00:24:19,790\r\nat the same time you want to use agent analytics,\r\n\r\n440\r\n00:24:19,790 --> 00:24:22,700\r\nthat all goes together because by having agent analytics now\r\n\r\n441\r\n00:24:23,620 --> 00:24:25,670\r\nwhich agent is doing well? Who's having a good day?\r\n\r\n442\r\n00:24:25,670 --> 00:24:28,010\r\nWho's having a bad day? Who's doing really well in\r\n\r\n443\r\n00:24:28,010 --> 00:24:30,070\r\nthis product area right now that the customer is calling\r\n\r\n444\r\n00:24:30,070 --> 00:24:33,830\r\nabout? Great, let's send this customer to this agent. And\r\n\r\n445\r\n00:24:33,830 --> 00:24:36,980\r\nthen even AI enabled self- service yeah, that's a digital\r\n\r\n446\r\n00:24:36,980 --> 00:24:41,140\r\nchannel. That's a way that customers are helping themselves. But\r\n\r\n447\r\n00:24:41,320 --> 00:24:43,870\r\nan AI virtual assistant is always going to be there\r\n\r\n448\r\n00:24:44,010 --> 00:24:46,790\r\nto guide them through, maybe get them information, like in\r\n\r\n449\r\n00:24:46,790 --> 00:24:49,540\r\nCharlie's example, find out if the paint contains lead. He\r\n\r\n450\r\n00:24:49,540 --> 00:24:51,420\r\ncouldn't find it on his own, but the digital assistant\r\n\r\n451\r\n00:24:51,510 --> 00:24:53,590\r\ncould come in there and do that for him. And\r\n\r\n452\r\n00:24:53,590 --> 00:24:57,980\r\nif we did escalate to a live agent, so that's\r\n\r\n453\r\n00:24:57,980 --> 00:25:00,150\r\nwhat AI enabled self- service can do. I'll talk a\r\n\r\n454\r\n00:25:00,150 --> 00:25:02,710\r\nlittle bit about more that in a minute. And then\r\n\r\n455\r\n00:25:02,710 --> 00:25:07,150\r\nalso just the personalization. So, anything you're doing here can\r\n\r\n456\r\n00:25:07,150 --> 00:25:10,220\r\nbe personalized for the customer. And you see a lot more areas\r\n\r\n457\r\n00:25:10,220 --> 00:25:13,010\r\nhere that companies are doing when it comes to AI,\r\n\r\n458\r\n00:25:13,020 --> 00:25:17,490\r\nchatbots, voice transcription, and a language translation. You've got NLP,\r\n\r\n459\r\n00:25:17,490 --> 00:25:20,300\r\nyou've got intelligent virtual assistant, which is basically a chat\r\n\r\n460\r\n00:25:20,300 --> 00:25:24,290\r\nbot on the agent side, several different areas that companies are\r\n\r\n461\r\n00:25:24,290 --> 00:25:28,160\r\nlooking at to just totally improve that customer experience moving\r\n\r\n462\r\n00:25:28,160 --> 00:25:31,160\r\nforward. And one of the ones I want to just\r\n\r\n463\r\n00:25:31,160 --> 00:25:33,910\r\nspend a couple minutes on here is self- service because\r\n\r\n464\r\n00:25:33,910 --> 00:25:37,230\r\nI'm really seeing this as just a big growth area\r\n\r\n465\r\n00:25:37,230 --> 00:25:39,550\r\nright now. When you look at this chart alone, the\r\n\r\n466\r\n00:25:39,550 --> 00:25:42,940\r\nblue bars show you what people told us in 2019,\r\n\r\n467\r\n00:25:42,940 --> 00:25:46,530\r\nwhat did they say? What's their current percentage of transactions\r\n\r\n468\r\n00:25:46,640 --> 00:25:49,470\r\nhandled by self- service and then what were they projecting\r\n\r\n469\r\n00:25:49,470 --> 00:25:51,420\r\nby the end of 2021, 2023 and\r\n\r\n470\r\n00:25:51,420 --> 00:25:53,440\r\n2025? The green bars show you\r\n\r\n471\r\n00:25:53,440 --> 00:25:54,990\r\nwhat they were saying a year later, look at how\r\n\r\n472\r\n00:25:54,990 --> 00:25:57,380\r\nmuch growth we saw. So, this is all types of\r\n\r\n473\r\n00:25:57,380 --> 00:26:00,930\r\nself- services is going in and doing an FAQ on\r\n\r\n474\r\n00:26:00,930 --> 00:26:03,550\r\na chatbot. This is going into a self- service knowledge\r\n\r\n475\r\n00:26:03,550 --> 00:26:07,670\r\nbase and trying to look online and get some answers\r\n\r\n476\r\n00:26:07,670 --> 00:26:11,070\r\nto questions. But being able to bring in an AI\r\n\r\n477\r\n00:26:11,140 --> 00:26:13,610\r\nvirtual assistant there to help the customer through, and you can see\r\n\r\n478\r\n00:26:13,610 --> 00:26:18,100\r\nthat this is really growing considerably, but as you can\r\n\r\n479\r\n00:26:18,100 --> 00:26:22,150\r\nsee, as an analyst here about 33% were doing this\r\n\r\n480\r\n00:26:23,090 --> 00:26:25,810\r\nand this year we've got it up to 34%. So,\r\n\r\n481\r\n00:26:25,810 --> 00:26:28,260\r\nthis year, this is going to be a big area of action\r\n\r\n482\r\n00:26:28,260 --> 00:26:31,410\r\nfor companies. And I want to caution you, don't try\r\n\r\n483\r\n00:26:31,410 --> 00:26:33,680\r\nand go too fast, don't try and boil the ocean\r\n\r\n484\r\n00:26:33,680 --> 00:26:35,530\r\nand do too much at once. You've got to put\r\n\r\n485\r\n00:26:35,530 --> 00:26:38,110\r\nthe brakes on for a minute and in most cases,\r\n\r\n486\r\n00:26:38,110 --> 00:26:41,870\r\ncompanies have to look at their knowledge management basis. They\r\n\r\n487\r\n00:26:41,870 --> 00:26:45,470\r\nneed overhauls in most companies, they're outdated, typically in terms\r\n\r\n488\r\n00:26:45,470 --> 00:26:47,910\r\nof the content, maybe it's all texts. Maybe it needs\r\n\r\n489\r\n00:26:47,910 --> 00:26:52,280\r\nmore multimedia content, more video, more photos, more interactions somehow.\r\n\r\n490\r\n00:26:52,870 --> 00:26:55,770\r\nAnd it may maybe outdated in terms of the technology\r\n\r\n491\r\n00:26:55,770 --> 00:26:58,120\r\nor the user interface, or even just the usability of\r\n\r\n492\r\n00:26:58,120 --> 00:27:01,510\r\nit. Is it too slow? Does it need more capacity? They're\r\n\r\n493\r\n00:27:01,510 --> 00:27:05,020\r\nnot intuitive. I'm already talked about the multimedia content. And\r\n\r\n494\r\n00:27:05,020 --> 00:27:07,590\r\nalso big thing is just to improve the ability to\r\n\r\n495\r\n00:27:07,590 --> 00:27:10,990\r\nsearch so that you're matching them and request to searches.\r\n\r\n496\r\n00:27:10,990 --> 00:27:14,150\r\nAnd once you get a machine learning knowledge base in\r\n\r\n497\r\n00:27:14,150 --> 00:27:18,030\r\nthere paired with just your regular content knowledge base, this\r\n\r\n498\r\n00:27:18,030 --> 00:27:20,990\r\nis going improve considerably because machine learning will be able\r\n\r\n499\r\n00:27:20,990 --> 00:27:22,960\r\nto sail when someone types in this, they really mean\r\n\r\n500\r\n00:27:22,960 --> 00:27:25,030\r\nthis and we're going to guide them this way. So,\r\n\r\n501\r\n00:27:26,250 --> 00:27:29,040\r\nthat's actually really important. So, take your time here. Don't\r\n\r\n502\r\n00:27:29,530 --> 00:27:31,760\r\ngo too quickly because you'll end up shooting yourself in\r\n\r\n503\r\n00:27:31,760 --> 00:27:34,610\r\nthe foot and you'll go too fast into AI. And\r\n\r\n504\r\n00:27:34,610 --> 00:27:37,560\r\nthen if you have problems with it, they're going say, \"\r\n\r\n505\r\n00:27:37,560 --> 00:27:38,585\r\nOh, we're not going to do this\r\n\r\n506\r\n00:27:38,585 --> 00:27:39,610\r\nat all anymore.\" So, take your\r\n\r\n507\r\n00:27:39,610 --> 00:27:43,115\r\ntime here. This is very important to get right.\r\n\r\n508\r\n00:27:43,115 --> 00:27:45,950\r\nAnd Robin, to that, I was in a session\r\n\r\n509\r\n00:27:45,950 --> 00:27:49,040\r\nwith a bunch of executive vice- presidents and they went\r\n\r\n510\r\n00:27:49,040 --> 00:27:51,740\r\naround the table and they described to me their roles.\r\n\r\n511\r\n00:27:52,050 --> 00:27:55,360\r\nAnd everybody, \" I'm strategic this and I'm strategic that.\" And\r\n\r\n512\r\n00:27:55,360 --> 00:27:58,390\r\nthen one of the gentlemen said, \" I'm in charge of\r\n\r\n513\r\n00:27:58,390 --> 00:28:00,580\r\nthis, that, and the other thing, I don't know, by the\r\n\r\n514\r\n00:28:00,580 --> 00:28:05,560\r\nway, I also look after knowledge.\" Like it was an\r\n\r\n515\r\n00:28:05,560 --> 00:28:09,630\r\nafterthought. And then after we went through the whole experience\r\n\r\n516\r\n00:28:09,630 --> 00:28:13,680\r\nyou're right, the roadmap, everybody turned to him and said, \"\r\n\r\n517\r\n00:28:14,190 --> 00:28:17,340\r\nOh my God, Steve, you're the most important guy in\r\n\r\n518\r\n00:28:17,340 --> 00:28:22,020\r\nthis room because nothing happens without knowledge.\" Exactly. So, this\r\n\r\n519\r\n00:28:22,020 --> 00:28:26,280\r\nelevation of knowledge as a strategic vehicle and it needs\r\n\r\n520\r\n00:28:26,350 --> 00:28:30,450\r\nthe care and feeding is really interesting. I love the\r\n\r\n521\r\n00:28:30,450 --> 00:28:34,040\r\nfact that you brought it up here. Yeah, no, thanks.\r\n\r\n522\r\n00:28:34,040 --> 00:28:37,270\r\nI agree though, and it's funny that the person himself\r\n\r\n523\r\n00:28:37,270 --> 00:28:39,020\r\ndidn't even look at himself as like, \" Oh, this is\r\n\r\n524\r\n00:28:39,020 --> 00:28:43,480\r\nvital.\" But just a few points as I'm doing my\r\n\r\n525\r\n00:28:43,480 --> 00:28:45,270\r\nresearch and I talk to companies who are doing this\r\n\r\n526\r\n00:28:45,270 --> 00:28:47,900\r\nwell, I want to just leave you with a couple\r\n\r\n527\r\n00:28:47,900 --> 00:28:50,680\r\nof points here on self- service, when you're doing self\r\n\r\n528\r\n00:28:50,680 --> 00:28:55,420\r\nservice, it does not mean without assistance. So, you want\r\n\r\n529\r\n00:28:55,520 --> 00:28:58,320\r\nto have those virtual assistants and you want to train\r\n\r\n530\r\n00:28:58,320 --> 00:29:01,930\r\nthem to guide customers to resolve their issues. And also\r\n\r\n531\r\n00:29:02,070 --> 00:29:05,640\r\nto put those hooks in to enable that escalation, to\r\n\r\n532\r\n00:29:05,640 --> 00:29:07,930\r\nlive agents at the appropriate points in the journey. And\r\n\r\n533\r\n00:29:07,930 --> 00:29:11,020\r\nthat may change over time. You may remove hooks, add\r\n\r\n534\r\n00:29:11,020 --> 00:29:13,350\r\nhooks. You want to make sure that you're not seeing\r\n\r\n535\r\n00:29:13,350 --> 00:29:15,890\r\nthat customer frustration in there. If they're starting to type\r\n\r\n536\r\n00:29:15,890 --> 00:29:18,740\r\nin all capital letters, you missed a hook. So, make\r\n\r\n537\r\n00:29:18,740 --> 00:29:22,910\r\nsure you're really looking at how often and what areas\r\n\r\n538\r\n00:29:22,910 --> 00:29:25,690\r\nof that whole journey in self service you need to\r\n\r\n539\r\n00:29:25,780 --> 00:29:29,410\r\nescalate. You also want to make sure you're using analytics\r\n\r\n540\r\n00:29:29,410 --> 00:29:33,250\r\ntools. I've talked about this enough, I think, but that\r\n\r\n541\r\n00:29:33,250 --> 00:29:36,300\r\nwill help you to see where customers are getting stuck,\r\n\r\n542\r\n00:29:36,580 --> 00:29:41,830\r\nimprove the content to address these questions over time and\r\n\r\n543\r\n00:29:41,830 --> 00:29:45,930\r\nagain, adding those additional escalation books and then making sure\r\n\r\n544\r\n00:29:45,930 --> 00:29:49,700\r\nthat you're integrating with other interaction channels. So, again, when\r\n\r\n545\r\n00:29:49,700 --> 00:29:53,810\r\ncalls are escalated, when a self- service interaction is escalated,\r\n\r\n546\r\n00:29:53,810 --> 00:29:57,700\r\nthe customer should see that entire customer journey and pick\r\n\r\n547\r\n00:29:57,700 --> 00:30:00,740\r\nup right where they left off. Otherwise, we've all been\r\n\r\n548\r\n00:30:00,740 --> 00:30:03,960\r\nthere. It is so frustrating if you've been online for\r\n\r\n549\r\n00:30:03,960 --> 00:30:05,750\r\n15 minutes, trying to find something, you have to explain\r\n\r\n550\r\n00:30:05,750 --> 00:30:07,830\r\neverything all over again when you go to a live\r\n\r\n551\r\n00:30:07,830 --> 00:30:10,550\r\nagent, either in web chat or a phone call. So,\r\n\r\n552\r\n00:30:10,830 --> 00:30:13,280\r\nmake sure that the agents can see that not only\r\n\r\n553\r\n00:30:13,280 --> 00:30:15,820\r\nin the real time, but also historically. So, the agent\r\n\r\n554\r\n00:30:15,820 --> 00:30:18,700\r\ncan see, \" Oh, wait, this Robin called a week ago\r\n\r\n555\r\n00:30:18,700 --> 00:30:23,260\r\nabout the same problem with her cable service, what's going\r\n\r\n556\r\n00:30:23,260 --> 00:30:24,476\r\non here? We've got to fix this.\"\r\n\r\n557\r\n00:30:24,476 --> 00:30:25,920\r\nSo, make sure you have that historical\r\n\r\n558\r\n00:30:25,920 --> 00:30:30,680\r\ncontext as well. And then lastly actually not lastly, I've\r\n\r\n559\r\n00:30:30,680 --> 00:30:32,030\r\ngot one more slide after this. I want to just\r\n\r\n560\r\n00:30:32,030 --> 00:30:36,020\r\ntalk real quickly about how AI enabled chatbots are helping\r\n\r\n561\r\n00:30:36,120 --> 00:30:38,620\r\nCX overall. So, when you think about a chat bot,\r\n\r\n562\r\n00:30:38,620 --> 00:30:40,960\r\neveryone talks about these and there's so many different ways\r\n\r\n563\r\n00:30:40,960 --> 00:30:43,500\r\nyou can use them. It can be very basic Q\r\n\r\n564\r\n00:30:43,500 --> 00:30:46,730\r\nand A, it can be overnight mailing address, product information,\r\n\r\n565\r\n00:30:46,900 --> 00:30:51,950\r\nlocation hours. If you're here having a live person do\r\n\r\n566\r\n00:30:51,950 --> 00:30:55,110\r\nthis now, you're definitely at a competitive disadvantage and you're\r\n\r\n567\r\n00:30:55,110 --> 00:30:57,310\r\nspending too much money, get to a chatbot to do\r\n\r\n568\r\n00:30:57,310 --> 00:31:00,580\r\nthat right away, fat nail. Then you can start moving on and\r\n\r\n569\r\n00:31:00,580 --> 00:31:03,090\r\ndo things like, \" Okay, let's have my chat bot look\r\n\r\n570\r\n00:31:03,090 --> 00:31:06,970\r\nup account balances or deal with warranty terms or transfer\r\n\r\n571\r\n00:31:06,970 --> 00:31:09,850\r\nmoney, things like that.\" That gets a little bit more complex\r\n\r\n572\r\n00:31:09,850 --> 00:31:12,690\r\nQ and A. And in either of those cases, you're\r\n\r\n573\r\n00:31:12,690 --> 00:31:18,010\r\nusing self service, you're using knowledge basis, things like that. Now,\r\n\r\n574\r\n00:31:18,010 --> 00:31:19,472\r\nyou can get even a little more complicated.\r\n\r\n575\r\n00:31:19,472 --> 00:31:20,970\r\nI don't think it's all complicated. It's not\r\n\r\n576\r\n00:31:20,970 --> 00:31:23,200\r\nreally complicated. It's just a little more sophisticated as I\r\n\r\n577\r\n00:31:23,200 --> 00:31:26,410\r\nguess I would say it. Where AI is assisting agents\r\n\r\n578\r\n00:31:26,410 --> 00:31:30,890\r\nto deliver scripts, they're flagging keywords or routing calls to\r\n\r\n579\r\n00:31:30,900 --> 00:31:33,474\r\nqualified agents. And that's where you get\r\n\r\n580\r\n00:31:33,474 --> 00:31:35,620\r\ninto some machine learning. And now\r\n\r\n581\r\n00:31:35,620 --> 00:31:38,530\r\nyou can get even more sophisticated and make recommendations. So,\r\n\r\n582\r\n00:31:38,750 --> 00:31:41,270\r\nmaybe a virtual assistant is going to make recommendations based\r\n\r\n583\r\n00:31:41,270 --> 00:31:45,540\r\non the customer history, her location, customer patterns like her\r\n\r\n584\r\n00:31:45,690 --> 00:31:48,880\r\non a predict where, and when that may need to\r\n\r\n585\r\n00:31:48,880 --> 00:31:52,010\r\nbe. When should that happen? If I'm a customer that's\r\n\r\n586\r\n00:31:52,010 --> 00:31:54,370\r\nbuying vitamins, maybe I, and I'm buying a 90- day-\r\n\r\n587\r\n00:31:54,370 --> 00:31:56,760\r\nsupply, pin me on 90 days so I know that\r\n\r\n588\r\n00:31:56,760 --> 00:31:59,060\r\nI should do that again. So, then it becomes more contextual\r\n\r\n589\r\n00:31:59,060 --> 00:32:00,350\r\nand predictive. So, I think the key\r\n\r\n590\r\n00:32:00,350 --> 00:32:01,900\r\nthing here, when you think about chatbots,\r\n\r\n591\r\n00:32:02,840 --> 00:32:04,870\r\nthere's all different ways to use it. And this just touches on\r\n\r\n592\r\n00:32:04,870 --> 00:32:07,970\r\na few, but in any one of these scenarios, you've\r\n\r\n593\r\n00:32:07,970 --> 00:32:11,220\r\ngot to have that escalation to a live agent and\r\n\r\n594\r\n00:32:11,270 --> 00:32:14,490\r\nalso with the intelligent routing, make sure that customer experience\r\n\r\n595\r\n00:32:14,490 --> 00:32:18,190\r\nis good. I may start on a self- service area\r\n\r\n596\r\n00:32:18,640 --> 00:32:19,669\r\nand think I'm going to get my\r\n\r\n597\r\n00:32:19,669 --> 00:32:20,840\r\nproblem solved, but maybe I won't\r\n\r\n598\r\n00:32:20,840 --> 00:32:22,490\r\nand I need to escalate to a live agent, give me\r\n\r\n599\r\n00:32:22,490 --> 00:32:26,160\r\nsomebody who understands what I'm looking for. And I'll rate\r\n\r\n600\r\n00:32:26,160 --> 00:32:29,930\r\nthat call, that whole interaction of five star. So, now\r\n\r\n601\r\n00:32:30,280 --> 00:32:34,210\r\ngetting to lastly, I want to just show you some\r\n\r\n602\r\n00:32:34,270 --> 00:32:37,960\r\ndata points. This is from real companies, real- world data,\r\n\r\n603\r\n00:32:38,010 --> 00:32:41,560\r\nthey're analyzing their before and after numbers, when they did\r\n\r\n604\r\n00:32:41,560 --> 00:32:44,980\r\na transformation project using on the top there AI enabled\r\n\r\n605\r\n00:32:44,980 --> 00:32:48,910\r\nself- service or customer facing chatbots. Look at the numbers\r\n\r\n606\r\n00:32:48,960 --> 00:32:51,010\r\nthey're seeing when it comes to the revenue that was\r\n\r\n607\r\n00:32:51,010 --> 00:32:56,050\r\naffected by their project, operational costs, customer ratings and agent\r\n\r\n608\r\n00:32:56,050 --> 00:32:58,870\r\nefficiency. So, it's kind of crazy. They're good all the\r\n\r\n609\r\n00:32:58,870 --> 00:33:00,890\r\nway across the board. I mean, I'd be thrilled with\r\n\r\n610\r\n00:33:00,890 --> 00:33:04,090\r\nthose numbers and ac to LTE deployment. And this is not\r\n\r\n611\r\n00:33:04,430 --> 00:33:06,840\r\njust a success group, this is all companies overall average\r\n\r\n612\r\n00:33:06,840 --> 00:33:11,550\r\nin our research. And what's really interesting, Robin, when I\r\n\r\n613\r\n00:33:11,550 --> 00:33:14,910\r\nlook at these numbers, that's not an expense of another\r\n\r\n614\r\n00:33:14,910 --> 00:33:20,900\r\nnumber. So, people are increasing revenue, they're becoming more efficient, but\r\n\r\n615\r\n00:33:20,900 --> 00:33:24,860\r\nnot at the cost of satisfaction and customer effort. And\r\n\r\n616\r\n00:33:24,860 --> 00:33:28,390\r\nso, doing this right and again, taking that design approach\r\n\r\n617\r\n00:33:28,390 --> 00:33:31,320\r\nwhere I want to be empathetic, what's the job to\r\n\r\n618\r\n00:33:31,320 --> 00:33:34,860\r\nbe done? What's the journey to get there? And using\r\n\r\n619\r\n00:33:34,860 --> 00:33:38,610\r\ntechnology to do that, what an incredible business results? So,\r\n\r\n620\r\n00:33:38,610 --> 00:33:42,090\r\nthank you, Robin, for all that information. That was fantastic.\r\n\r\n621\r\n00:33:42,820 --> 00:33:46,560\r\nGreat information about how companies are transforming. And now, I'd\r\n\r\n622\r\n00:33:46,560 --> 00:33:50,040\r\nlike to turn our focus to Neil O'Donoghue. Neil, can\r\n\r\n623\r\n00:33:50,040 --> 00:33:53,610\r\nyou share with us some information about how do we\r\n\r\n624\r\n00:33:53,610 --> 00:33:56,590\r\ntake these concepts and how do we make them real?\r\n\r\n625\r\n00:33:56,590 --> 00:33:59,810\r\nHow do we turn them into a project plans and\r\n\r\n626\r\n00:33:59,810 --> 00:34:04,610\r\nwhere do we start? Yeah, of course. Thank you, Charlie.\r\n\r\n627\r\n00:34:05,210 --> 00:34:09,220\r\nThat sounds great. So, my name's Neil O'Donoghue. I'm with\r\n\r\n628\r\n00:34:09,220 --> 00:34:13,870\r\nthe Genesys customer success and services organization. So, I'm going\r\n\r\n629\r\n00:34:13,870 --> 00:34:17,630\r\nto talk to you about as Charlie said, this idea\r\n\r\n630\r\n00:34:17,630 --> 00:34:20,700\r\nof helping our customers move quickly, move fast, adopt the\r\n\r\n631\r\n00:34:20,700 --> 00:34:24,670\r\ntechnology, or we use the concept of walk, run, and\r\n\r\n632\r\n00:34:24,670 --> 00:34:30,520\r\nfly. And Charlie talked about the empathy pillars listen, and\r\n\r\n633\r\n00:34:30,530 --> 00:34:34,190\r\nlearn, understand, and predict and act. And Swisscom is a great\r\n\r\n634\r\n00:34:34,270 --> 00:34:37,360\r\nexample, which I'm going to use to begin with just\r\n\r\n635\r\n00:34:37,360 --> 00:34:39,640\r\nto make this real. And it plays to a lot of\r\n\r\n636\r\n00:34:39,640 --> 00:34:42,130\r\nwhat Robin talks about. I love the fact that it\r\n\r\n637\r\n00:34:42,130 --> 00:34:49,140\r\nreally resonates that. So, let me introduce you to our customer\r\n\r\n638\r\n00:34:49,240 --> 00:34:54,740\r\nhere at Swisscom. Swisscom is one of Switzerland's most innovative and sustainable\r\n\r\n639\r\n00:34:55,090 --> 00:35:00,070\r\ncompanies. They're a leader in providing mobile network, internet, digital\r\n\r\n640\r\n00:35:00,070 --> 00:35:05,070\r\nTV, pretty much all digital channels for businesses and consumers.\r\n\r\n641\r\n00:35:05,600 --> 00:35:09,550\r\nYou see this great quote here from Rolf, the product\r\n\r\n642\r\n00:35:09,550 --> 00:35:12,940\r\nmanager of emerging channels and bots at Swisscom. The messaging\r\n\r\n643\r\n00:35:12,940 --> 00:35:16,420\r\nbot that they implemented through Genesys resolved 10% of inquiries\r\n\r\n644\r\n00:35:16,420 --> 00:35:20,420\r\nin the FAQ box or one in every two contacts\r\n\r\n645\r\n00:35:20,620 --> 00:35:28,950\r\nand they maintained axles throughout. So, let me tell you,\r\n\r\n646\r\n00:35:28,960 --> 00:35:33,890\r\nSwisscom is a longstanding Genesys customer, and they've had a\r\n\r\n647\r\n00:35:33,940 --> 00:35:36,910\r\nfootprint of some of the more traditional channels for a while.\r\n\r\n648\r\n00:35:38,260 --> 00:35:41,550\r\nAnd they expanded that digital footprint, whether it's by introducing\r\n\r\n649\r\n00:35:41,720 --> 00:35:45,310\r\nApple business chat and WhatsApp as the main messaging channels, as well\r\n\r\n650\r\n00:35:45,850 --> 00:35:47,396\r\nas chat bot. So, as I say,\r\n\r\n651\r\n00:35:47,396 --> 00:35:49,300\r\nmuch of what Robin talked about,\r\n\r\n652\r\n00:35:49,450 --> 00:35:53,850\r\ncoincidentally, actually and this led to significant improvements in productivity\r\n\r\n653\r\n00:35:53,990 --> 00:35:57,700\r\nand Swisscom is now adding to this with AI and\r\n\r\n654\r\n00:35:57,700 --> 00:36:03,440\r\nGenesys predictive routing. So, Switzerland just taking a step back,\r\n\r\n655\r\n00:36:03,440 --> 00:36:07,070\r\nSwitzerland as a country, has one of the highest market\r\n\r\n656\r\n00:36:07,070 --> 00:36:12,100\r\npenetrations of Apple devices worldwide and messaging, as we all\r\n\r\n657\r\n00:36:12,100 --> 00:36:15,630\r\nknow is the way to communicate in our private lives\r\n\r\n658\r\n00:36:15,630 --> 00:36:20,340\r\nand it's fast becoming the communication method between customers and businesses\r\n\r\n659\r\n00:36:20,340 --> 00:36:26,410\r\nalso. So, Swisscom successfully reduced handling time and increased first\r\n\r\n660\r\n00:36:26,410 --> 00:36:31,820\r\ncontact resolution. Well, it's also improving NPS and agent satisfaction,\r\n\r\n661\r\n00:36:31,960 --> 00:36:35,220\r\nwhich is really, really important and leveraging some of those\r\n\r\n662\r\n00:36:36,100 --> 00:36:39,607\r\nsimilarly unrelated solutions which we don't talk about\r\n\r\n663\r\n00:36:39,607 --> 00:36:41,520\r\nin the set, as I explained the\r\n\r\n664\r\n00:36:41,520 --> 00:36:48,730\r\nmethodology topic. Particularly the Switzerland as a country is high\r\n\r\n665\r\n00:36:48,730 --> 00:36:51,930\r\non the agenda there and Swisscom as an organization. And\r\n\r\n666\r\n00:36:51,930 --> 00:36:55,060\r\nthat's why they decided to implement chat bots. And their\r\n\r\n667\r\n00:36:55,060 --> 00:37:00,030\r\nintent model, currently predicts customer intents with 80% accuracy. I\r\n\r\n668\r\n00:37:00,150 --> 00:37:02,650\r\ncan read some of the statistics on the slide here\r\n\r\n669\r\n00:37:03,020 --> 00:37:05,850\r\nas I talk through. So, six months after the launch\r\n\r\n670\r\n00:37:06,040 --> 00:37:09,880\r\nwith 10 use cases live, they'd cover 16% of incoming\r\n\r\n671\r\n00:37:09,880 --> 00:37:13,340\r\nmessages in Apple based chat with chat bots. And that\r\n\r\n672\r\n00:37:13,340 --> 00:37:16,590\r\nfast time, there was a very fast time to implement\r\n\r\n673\r\n00:37:17,730 --> 00:37:21,280\r\nfrom the kickoff to the go live. They actually took\r\n\r\n674\r\n00:37:21,280 --> 00:37:25,220\r\n10 weeks. And this is why I talked about this\r\n\r\n675\r\n00:37:25,220 --> 00:37:31,030\r\nconcept of walk, crawl and fly and moving quickly through\r\n\r\n676\r\n00:37:31,030 --> 00:37:34,370\r\nthat using some of the services, which I'll talk about\r\n\r\n677\r\n00:37:34,370 --> 00:37:37,740\r\ntoday. They were not only able to deliver the Apple\r\n\r\n678\r\n00:37:37,740 --> 00:37:41,410\r\nbusiness chat, but also bringing the intent recognition and chat\r\n\r\n679\r\n00:37:41,410 --> 00:37:47,860\r\nbots live very quickly in that timescale. And Swisscom was\r\n\r\n680\r\n00:37:47,860 --> 00:37:50,210\r\nable to achieve a traditional voice channels, which as I\r\n\r\n681\r\n00:37:50,210 --> 00:37:53,670\r\nsaid, they had for a while. Now, over the next\r\n\r\n682\r\n00:37:53,670 --> 00:37:58,210\r\ntwo years, Swisscom aims to shift a substantial amount, more\r\n\r\n683\r\n00:37:58,210 --> 00:38:01,460\r\nand more interaction volume from traditional channels, such as voice\r\n\r\n684\r\n00:38:01,600 --> 00:38:06,840\r\nto messaging. What sets Swisscom apart from its competition is\r\n\r\n685\r\n00:38:06,850 --> 00:38:11,570\r\nits ambition to always drive innovation and putting the customer\r\n\r\n686\r\n00:38:11,770 --> 00:38:15,210\r\nreally at the center of their decision making and everything\r\n\r\n687\r\n00:38:15,260 --> 00:38:19,050\r\nthat they do, which we love from an experience. As\r\n\r\n688\r\n00:38:19,050 --> 00:38:21,710\r\na service perspective, if you go back to some of\r\n\r\n689\r\n00:38:21,710 --> 00:38:24,340\r\nthe things that Charlie talked about, really putting the customer\r\n\r\n690\r\n00:38:24,480 --> 00:38:28,490\r\nat the center of the experience. So, how did they\r\n\r\n691\r\n00:38:28,490 --> 00:38:32,060\r\ndo it? Swisscom chose a fast saw pilot with Genesys\r\n\r\n692\r\n00:38:32,060 --> 00:38:37,640\r\nprofessional services involving close to a thousand agents initially. And\r\n\r\n693\r\n00:38:41,000 --> 00:38:45,250\r\nCharlie talked about those empathy pillars all the way through\r\n\r\n694\r\n00:38:45,250 --> 00:38:49,160\r\nto this continuing learning circle, they put that into their\r\n\r\n695\r\n00:38:49,160 --> 00:38:55,490\r\nown words though methodology. And the pilot covered four stages.\r\n\r\n696\r\n00:38:55,560 --> 00:39:00,340\r\nThe first three were discover, the discovery with Genesys the\r\n\r\n697\r\n00:39:00,340 --> 00:39:04,310\r\nadvisory services, which we have to understand the key functions,\r\n\r\n698\r\n00:39:04,310 --> 00:39:08,050\r\nthe pain points, the benefits they wanted to bring. And\r\n\r\n699\r\n00:39:08,050 --> 00:39:10,470\r\nthen, what are the key metrics and KPIs they're going to\r\n\r\n700\r\n00:39:10,470 --> 00:39:14,790\r\nfocus on? The discovery number to predict and prepare the\r\n\r\n701\r\n00:39:14,840 --> 00:39:19,020\r\nbuilding and gathering that data. You talked about Robin, really\r\n\r\n702\r\n00:39:19,020 --> 00:39:21,273\r\nunderstanding, where do you want to be?\r\n\r\n703\r\n00:39:21,273 --> 00:39:22,950\r\nWhat's the key data? And once\r\n\r\n704\r\n00:39:22,950 --> 00:39:25,470\r\nyou've got that baseline moving forward, it's exactly what they\r\n\r\n705\r\n00:39:25,470 --> 00:39:28,450\r\ndid to predict and prepare, gathering that data and developing\r\n\r\n706\r\n00:39:28,450 --> 00:39:31,480\r\nthe right plan. And then for them to start small\r\n\r\n707\r\n00:39:31,810 --> 00:39:34,540\r\nand get ready. So, we talk about walk and run,\r\n\r\n708\r\n00:39:34,540 --> 00:39:38,690\r\nstart small and get ready, select the routing destinations, and\r\n\r\n709\r\n00:39:38,690 --> 00:39:41,610\r\nthen continually test that to make sure it's right, fine\r\n\r\n710\r\n00:39:41,610 --> 00:39:44,920\r\ntune it, see the effects and after those three phases\r\n\r\n711\r\n00:39:45,470 --> 00:39:48,570\r\nlearn, and for them go big, that was the plan\r\n\r\n712\r\n00:39:48,570 --> 00:39:51,820\r\nexpand with those use cases in a number of short\r\n\r\n713\r\n00:39:51,820 --> 00:39:56,470\r\nsprints using an agile methodology to really scale up digital transformation.\r\n\r\n714\r\n00:39:57,130 --> 00:40:01,870\r\nThe suites called messaging architecture covers most reasons for contact\r\n\r\n715\r\n00:40:01,870 --> 00:40:07,120\r\nnow. The architecture uses plug- ins between the Genesys solutions\r\n\r\n716\r\n00:40:07,940 --> 00:40:18,330\r\nand other third parties and back office system simplification, chatbots service, and\r\n\r\n717\r\n00:40:18,330 --> 00:40:22,880\r\nit consists of three core aspects. There's the initial concierge,\r\n\r\n718\r\n00:40:22,880 --> 00:40:30,170\r\ngreeting, intent recognition, agent routing, and the FAQ answers to\r\n\r\n719\r\n00:40:30,170 --> 00:40:34,760\r\ncommon questions and finally flow, ready solving customers' inquiries automatically\r\n\r\n720\r\n00:40:35,330 --> 00:40:38,350\r\nwith backend integrations. And Charlie, when you talked about the\r\n\r\n721\r\n00:40:38,350 --> 00:40:43,540\r\nnot so great explain that paint, it really, really made\r\n\r\n722\r\n00:40:43,540 --> 00:40:48,510\r\nme think about this example of my integrated flow, understanding\r\n\r\n723\r\n00:40:48,510 --> 00:40:51,700\r\nwho the customer is and leveraging those different data sets.\r\n\r\n724\r\n00:40:53,880 --> 00:40:57,870\r\nSo, like many experiments, Swisscom achieved mixed results, but methods,\r\n\r\n725\r\n00:40:57,870 --> 00:41:02,380\r\noriginal targets. As I said, some fantastic results in terms\r\n\r\n726\r\n00:41:02,380 --> 00:41:07,530\r\nof, particularly of the bots, they met their goal of\r\n\r\n727\r\n00:41:07,600 --> 00:41:13,210\r\nmaintaining customer satisfaction, which is critically important. So, by messaging,\r\n\r\n728\r\n00:41:13,210 --> 00:41:15,780\r\nimproving the messaging quality, and some of the things I\r\n\r\n729\r\n00:41:15,780 --> 00:41:19,640\r\ntalked about is sort of 5% uplift in a first\r\n\r\n730\r\n00:41:19,640 --> 00:41:23,210\r\ncontact resolution is also very significant. And this led to\r\n\r\n731\r\n00:41:23,210 --> 00:41:25,440\r\na decrease in wait times, obviously, and out of the\r\n\r\n732\r\n00:41:25,440 --> 00:41:31,330\r\nthree possible entry points to the organization, to Swisscom, so, IVR,\r\n\r\n733\r\n00:41:31,530 --> 00:41:36,940\r\nSMS, or web being those primary three, the majority of\r\n\r\n734\r\n00:41:36,940 --> 00:41:40,880\r\ncustomers switch to an engagement model this with Swisscom through\r\n\r\n735\r\n00:41:40,970 --> 00:41:45,760\r\nWhatsApp or Apple business chat when engaging through the company's\r\n\r\n736\r\n00:41:45,760 --> 00:41:48,210\r\ncontact us webpage or those channels, as I said. So, a\r\n\r\n737\r\n00:41:49,580 --> 00:41:52,610\r\nreally great example of, now I really like how it plays back\r\n\r\n738\r\n00:41:52,610 --> 00:41:54,320\r\nto some of the things that Charlie and Robin you\r\n\r\n739\r\n00:41:54,450 --> 00:42:00,390\r\ntalked about. So, if I then go on to this\r\n\r\n740\r\n00:42:00,390 --> 00:42:03,430\r\nidea and methodology of walk and then run. And how\r\n\r\n741\r\n00:42:03,430 --> 00:42:07,410\r\nto get started with digital, and I think many organizations are\r\n\r\n742\r\n00:42:07,410 --> 00:42:13,940\r\nalready started or starting. So, we really talk about those\r\n\r\n743\r\n00:42:13,940 --> 00:42:18,390\r\nempathy pillars, listen, understand and predict, act, learn. And learn doesn't\r\n\r\n744\r\n00:42:18,390 --> 00:42:21,350\r\nstop there. It's a closed loop all the way back to\r\n\r\n745\r\n00:42:21,350 --> 00:42:25,470\r\nlisten to my evolving journey. So, establishing digital through digital\r\n\r\n746\r\n00:42:25,470 --> 00:42:29,700\r\ntransformation and discovery services, we've got a number of experts.\r\n\r\n747\r\n00:42:29,700 --> 00:42:34,130\r\nAs I mentioned, that Swisscom using advisory services. So, business\r\n\r\n748\r\n00:42:34,130 --> 00:42:38,510\r\nconsulting, business analysts, bringing those best practices and use cases\r\n\r\n749\r\n00:42:38,510 --> 00:42:42,640\r\nto customers and helping to identify what's the right starting\r\n\r\n750\r\n00:42:42,640 --> 00:42:47,260\r\npoint for you as a customer and making this journey\r\n\r\n751\r\n00:42:47,260 --> 00:42:50,730\r\nspecific to you without having to reinvent the wheel with\r\n\r\n752\r\n00:42:50,730 --> 00:42:54,090\r\neverything that we've done before, I mean hundreds or thousands\r\n\r\n753\r\n00:42:54,090 --> 00:42:57,840\r\nof solutions that we've deployed globally for our customers. Now,\r\n\r\n754\r\n00:42:58,530 --> 00:43:01,560\r\none of the areas we've invested in heavily is use cases.\r\n\r\n755\r\n00:43:02,130 --> 00:43:05,540\r\nWhat in common customer journeys and how'd you plug those\r\n\r\n756\r\n00:43:05,540 --> 00:43:09,060\r\nuse cases together to build out that journey? And what's\r\n\r\n757\r\n00:43:09,060 --> 00:43:12,780\r\nthe right starting point. And through reading that lesson phase, using\r\n\r\n758\r\n00:43:12,780 --> 00:43:16,510\r\nthose discovery services, that we start to map out what\r\n\r\n759\r\n00:43:16,510 --> 00:43:19,330\r\nthe correct use cases are for you as a customer at\r\n\r\n760\r\n00:43:19,330 --> 00:43:23,470\r\nthat time. But of course these services are all delivered now,\r\n\r\n761\r\n00:43:23,920 --> 00:43:27,750\r\nvirtually in calls and video calls and so on. And\r\n\r\n762\r\n00:43:27,750 --> 00:43:33,970\r\nthen we've moved and gone into that journey mapping and really something\r\n\r\n763\r\n00:43:34,240 --> 00:43:36,130\r\nthat baseline on your revenue. As I say, you talked\r\n\r\n764\r\n00:43:36,130 --> 00:43:40,090\r\nabout it, what are the key KPIs? Establishing where to\r\n\r\n765\r\n00:43:40,090 --> 00:43:43,940\r\nfocus initially, and then build upon that. You've really got\r\n\r\n766\r\n00:43:43,940 --> 00:43:46,910\r\nto know where you're, where you've been, to then be\r\n\r\n767\r\n00:43:46,910 --> 00:43:51,090\r\nable to measure performance beyond that. And then of course,\r\n\r\n768\r\n00:43:51,090 --> 00:43:55,660\r\ndeploying new digital channels. So, all the deployment services for whether\r\n\r\n769\r\n00:43:55,660 --> 00:44:01,110\r\nit's chat, email, web, WhatsApps and so on. And one\r\n\r\n770\r\n00:44:01,110 --> 00:44:05,130\r\nof the areas we see commonly is the requirement to\r\n\r\n771\r\n00:44:05,260 --> 00:44:09,240\r\ninteract or do integrate with third party solutions. We've got\r\n\r\n772\r\n00:44:09,240 --> 00:44:14,030\r\na number of connectors, expert app solutions, we call them.\r\n\r\n773\r\n00:44:14,030 --> 00:44:16,700\r\nThings that we've built with Genesys, all things that are\r\n\r\n774\r\n00:44:16,700 --> 00:44:22,780\r\navailable through our foundry, our partner and Genesys marketplace, where\r\n\r\n775\r\n00:44:22,780 --> 00:44:25,060\r\nthere's a number of commonly used solutions like can use\r\n\r\n776\r\n00:44:25,060 --> 00:44:28,570\r\nto connect to when your various CRM data reporting systems,\r\n\r\n777\r\n00:44:28,600 --> 00:44:31,360\r\nwhich are really important in getting this end to end view\r\n\r\n778\r\n00:44:32,800 --> 00:44:35,310\r\nof the customer and the data. And then of course,\r\n\r\n779\r\n00:44:35,310 --> 00:44:38,150\r\nless than delivering those business outcomes. The way I've talked\r\n\r\n780\r\n00:44:38,190 --> 00:44:40,530\r\nabout that whiteline, a number of the services and this\r\n\r\n781\r\n00:44:40,630 --> 00:44:44,960\r\nboth more focused on the customer, but it's really important\r\n\r\n782\r\n00:44:44,960 --> 00:44:49,360\r\nas Charlie and Robin talked about not to forget about\r\n\r\n783\r\n00:44:49,360 --> 00:44:52,870\r\nthe agent. The agent experience and leveraging some of the solutions\r\n\r\n784\r\n00:44:52,870 --> 00:44:57,330\r\nwe have that particularly the WAM solution set to ensure\r\n\r\n785\r\n00:44:57,330 --> 00:45:02,680\r\nthat the agents are correctly enabled, equipped, trained, they've got\r\n\r\n786\r\n00:45:02,680 --> 00:45:06,540\r\naccess to the right information. They can manage that closed loop\r\n\r\n787\r\n00:45:06,600 --> 00:45:10,570\r\nthrough lesson to learn and deliver the best experience possible\r\n\r\n788\r\n00:45:11,810 --> 00:45:14,600\r\nto bring the whole thing together. So, the walk getting\r\n\r\n789\r\n00:45:14,600 --> 00:45:18,130\r\nstarted with digital. What we typically then find is customers\r\n\r\n790\r\n00:45:18,570 --> 00:45:21,530\r\nhave good success, then they want to expand. Or as\r\n\r\n791\r\n00:45:21,530 --> 00:45:25,510\r\nI said the Swisscom, they had talked about going big after\r\n\r\n792\r\n00:45:25,510 --> 00:45:29,950\r\nthey had successfully delivered those initial pilots. The digital expansion,\r\n\r\n793\r\n00:45:29,950 --> 00:45:37,070\r\nand really increasing that level of adoption, the efficiency across\r\n\r\n794\r\n00:45:38,000 --> 00:45:42,330\r\nthe solution for those customers, a broader range of customers,\r\n\r\n795\r\n00:45:43,120 --> 00:45:47,440\r\nalways with a focus on maintaining quality and increased customer\r\n\r\n796\r\n00:45:47,440 --> 00:45:53,210\r\nsatisfaction. So, ultimately optimizing really both sides of the equation.\r\n\r\n797\r\n00:45:53,510 --> 00:45:59,540\r\nSo, again, from a customer perspective, the ongoing evolution and\r\n\r\n798\r\n00:46:00,100 --> 00:46:03,560\r\nreally then mapping out what the next set of use cases\r\n\r\n799\r\n00:46:03,560 --> 00:46:07,830\r\nare through that discovery, optimizing that discovery, maybe changing some\r\n\r\n800\r\n00:46:07,830 --> 00:46:10,610\r\nthings or evolving some things as the business needs change,\r\n\r\n801\r\n00:46:10,610 --> 00:46:14,420\r\nor customer experiences change. And then we typically find it's in\r\n\r\n802\r\n00:46:14,420 --> 00:46:17,850\r\nthis space, in this next digital expansion phase, as part\r\n\r\n803\r\n00:46:19,100 --> 00:46:25,680\r\nof the run that customers and partners really adopt more, scale more,\r\n\r\n804\r\n00:46:26,080 --> 00:46:30,490\r\nwith bots. Well, so because of that, we've created some specific bot\r\n\r\n805\r\n00:46:30,720 --> 00:46:34,170\r\nquick start packages. So, again, we don't want customers and\r\n\r\n806\r\n00:46:34,170 --> 00:46:40,910\r\npartners to after reinventing the wheel, we've done this before.\r\n\r\n807\r\n00:46:40,910 --> 00:46:47,710\r\nAnd those and use cases exist, but maybe run some\r\n\r\n808\r\n00:46:47,710 --> 00:46:54,070\r\npilots quite common before full- scale deployment. And then, again,\r\n\r\n809\r\n00:46:54,070 --> 00:46:58,220\r\nas we talked about, is blending that experience through digital\r\n\r\n810\r\n00:46:58,370 --> 00:47:02,570\r\nwith AI leveraging some of the solutions we have such\r\n\r\n811\r\n00:47:02,570 --> 00:47:07,180\r\nas predictive engagement or predictive routing as we talked about in the\r\n\r\n812\r\n00:47:07,180 --> 00:47:13,140\r\nSwisscom example. Analytics services Genesys is offering through professional services\r\n\r\n813\r\n00:47:13,280 --> 00:47:19,750\r\nto help customers or partners pull together the various facets\r\n\r\n814\r\n00:47:19,750 --> 00:47:23,690\r\nof data, but are gathered through these types of digital\r\n\r\n815\r\n00:47:23,690 --> 00:47:27,470\r\nsolutions, being able to manipulate that data, report on that\r\n\r\n816\r\n00:47:27,470 --> 00:47:30,580\r\ndata, interact with that data, and really use it to\r\n\r\n817\r\n00:47:31,110 --> 00:47:38,080\r\nunderstand and therefore act, to improve and make the next\r\n\r\n818\r\n00:47:38,160 --> 00:47:42,160\r\nsteps of the journey, more tailored to realize business needs\r\n\r\n819\r\n00:47:42,220 --> 00:47:45,770\r\nand the customer experiences that are being seen. And then\r\n\r\n820\r\n00:47:45,880 --> 00:47:49,860\r\nagain, from an agent experience perspective, continuing to invest in\r\n\r\n821\r\n00:47:49,860 --> 00:47:53,760\r\nemployees scriptic skills and the right level of proficiency and\r\n\r\n822\r\n00:47:53,760 --> 00:47:58,690\r\nusing AI through those solution sets and forecasting and scheduling\r\n\r\n823\r\n00:47:58,710 --> 00:48:01,910\r\ngain to really maintain the end to end experience both\r\n\r\n824\r\n00:48:02,360 --> 00:48:07,420\r\ncustomer and agent perspective, and then business intelligence within tax\r\n\r\n825\r\n00:48:07,700 --> 00:48:11,370\r\nand analytics. So, there's a number of services available and\r\n\r\n826\r\n00:48:11,530 --> 00:48:15,820\r\nas part of the customer success and services organization, we're\r\n\r\n827\r\n00:48:15,820 --> 00:48:22,030\r\nreally focused on quality delivery and those transformational experiences for\r\n\r\n828\r\n00:48:22,030 --> 00:48:29,930\r\nthe end customer. And those pillars listen and learn, understand,\r\n\r\n829\r\n00:48:30,070 --> 00:48:34,540\r\npredicts and act. Because of that, we've created a number\r\n\r\n830\r\n00:48:34,540 --> 00:48:37,920\r\nof services, as you can see on this wheel here\r\n\r\n831\r\n00:48:38,270 --> 00:48:43,740\r\nranging from the core contact center delivery requirements and needs\r\n\r\n832\r\n00:48:44,060 --> 00:48:47,100\r\nwith the solutions we have building upon that with digital\r\n\r\n833\r\n00:48:47,280 --> 00:48:50,870\r\nand AI and WEM. And I think as we've articulated here,\r\n\r\n834\r\n00:48:51,010 --> 00:48:54,670\r\nthose three are at their most powerful when they come\r\n\r\n835\r\n00:48:54,680 --> 00:48:59,240\r\ntogether in conjunction as one. Delivered as a solution where\r\n\r\n836\r\n00:48:59,240 --> 00:49:03,210\r\nthey can interact. Solutions are able to leverage each other\r\n\r\n837\r\n00:49:03,710 --> 00:49:08,450\r\nwith the agents managing that experience with the customers, a digital AI\r\n\r\n838\r\n00:49:08,670 --> 00:49:13,740\r\nWEMs one. And building upon that in terms of education\r\n\r\n839\r\n00:49:13,740 --> 00:49:18,110\r\nneeds, the number of services for our partners as well\r\n\r\n840\r\n00:49:18,210 --> 00:49:21,000\r\nwho we're working with our end customers along with of\r\n\r\n841\r\n00:49:21,000 --> 00:49:26,780\r\ncourse, technical support and more. It's a really comprehensive, full\r\n\r\n842\r\n00:49:26,780 --> 00:49:30,150\r\nengagement model that's been built out, particularly with customers. Then who\r\n\r\n843\r\n00:49:30,150 --> 00:49:34,550\r\ngo to expand upon that with an agile periphery onwards.\r\n\r\n844\r\n00:49:34,770 --> 00:49:37,660\r\nWith that, for the next phase, I will hung back\r\n\r\n845\r\n00:49:37,950 --> 00:49:42,940\r\nto Charlie. Who'll talk through fly. Yeah. Thanks, Neil. And\r\n\r\n846\r\n00:49:43,210 --> 00:49:46,140\r\none of the things I love about your slides, it\r\n\r\n847\r\n00:49:46,140 --> 00:49:51,900\r\nis that transformational experiences delivered. Making it real. It's taking\r\n\r\n848\r\n00:49:51,900 --> 00:49:54,660\r\nthis concept and putting it into practice so that people\r\n\r\n849\r\n00:49:54,660 --> 00:49:58,770\r\ncan get those benefits. So, fantastic. Thanks so much, Neil. So,\r\n\r\n850\r\n00:49:58,770 --> 00:50:01,690\r\nfolks, we're coming to the close of our session here.\r\n\r\n851\r\n00:50:01,690 --> 00:50:03,920\r\nLet's go back and think about fly. What is our\r\n\r\n852\r\n00:50:03,920 --> 00:50:07,770\r\ndestination? Certainly, we can't do all this at once, but\r\n\r\n853\r\n00:50:07,770 --> 00:50:10,420\r\nit's important for us to set our roadmap. And so,\r\n\r\n854\r\n00:50:10,420 --> 00:50:14,450\r\nas we think about engaging our customers, evolving the conversation\r\n\r\n855\r\n00:50:14,450 --> 00:50:18,310\r\nand enhancing it with human experience, it all ties together\r\n\r\n856\r\n00:50:18,310 --> 00:50:22,490\r\nlike this. It's about engaging using AI to predict, to\r\n\r\n857\r\n00:50:22,490 --> 00:50:26,420\r\nsurface the right content, the right offers proactively, inbound and\r\n\r\n858\r\n00:50:26,420 --> 00:50:29,830\r\noutbound across any channel, but we're not done there. We\r\n\r\n859\r\n00:50:29,830 --> 00:50:34,130\r\ntake the context and pass that forward, and pre- fills\r\n\r\n860\r\n00:50:34,130 --> 00:50:37,680\r\nlots and evolve the conversation with voice bot, stat bots,\r\n\r\n861\r\n00:50:37,940 --> 00:50:42,640\r\nintelligent applications to self- serve and when needed for the\r\n\r\n862\r\n00:50:42,640 --> 00:50:48,130\r\nright opportunity enhance the experience with our human resources, leveraging\r\n\r\n863\r\n00:50:48,130 --> 00:50:52,220\r\nlike Robin said, intelligent routing to connect each interaction, each\r\n\r\n864\r\n00:50:52,220 --> 00:50:56,630\r\ncustomer with the right resource. Equipping that agent with an\r\n\r\n865\r\n00:50:56,630 --> 00:51:01,680\r\nomni- channel desktop, real- time knowledge, dynamically based on the\r\n\r\n866\r\n00:51:01,680 --> 00:51:07,640\r\nconversation that's happening, process automation resource and coaching development tools.\r\n\r\n867\r\n00:51:07,900 --> 00:51:13,040\r\nAnd like Robin said, reporting, capacity planning, workforce management, analytics\r\n\r\n868\r\n00:51:13,040 --> 00:51:16,270\r\nto tie it all together. And so, really, yes, you\r\n\r\n869\r\n00:51:16,270 --> 00:51:19,090\r\ncan start with any one of these dots, but it's\r\n\r\n870\r\n00:51:19,090 --> 00:51:22,350\r\nimportant to think about this from a design thinking and\r\n\r\n871\r\n00:51:22,350 --> 00:51:26,070\r\nknow that it is a holistic experience. And from Genesys\r\n\r\n872\r\n00:51:26,070 --> 00:51:29,510\r\nperspective, our interest is not in being a point solution,\r\n\r\n873\r\n00:51:29,720 --> 00:51:33,930\r\nit's orchestrating the entire experience. And so like, we've talked\r\n\r\n874\r\n00:51:33,930 --> 00:51:36,910\r\nabout, we talked a lot about empathy, so it's putting\r\n\r\n875\r\n00:51:36,910 --> 00:51:42,440\r\nempathy in action. It's leveraging our platform to create experience\r\n\r\n876\r\n00:51:42,440 --> 00:51:46,370\r\nas a service. That's our strategy, that's our story. And\r\n\r\n877\r\n00:51:46,370 --> 00:51:48,560\r\nso, I'd like to thank you guys very much for\r\n\r\n878\r\n00:51:48,560 --> 00:51:51,330\r\njoining us today. And Josh, I think I'll turn it\r\n\r\n879\r\n00:51:51,330 --> 00:51:54,090\r\nback to you. You have some resources to share with\r\n\r\n880\r\n00:51:54,090 --> 00:51:58,420\r\nthe folks. Indeed I do. So, to wrap up today,\r\n\r\n881\r\n00:51:58,420 --> 00:52:02,320\r\nI want to first thank everybody who attended it, as\r\n\r\n882\r\n00:52:02,320 --> 00:52:05,450\r\nwell as our presenters. So, as Charlie mentioned to wrap\r\n\r\n883\r\n00:52:05,450 --> 00:52:07,480\r\nup, I want you to take advantage of the additional\r\n\r\n884\r\n00:52:07,480 --> 00:52:10,650\r\nresources that are listed in the resource list just below\r\n\r\n885\r\n00:52:10,650 --> 00:52:13,260\r\nthe slides. Clicking will open up in a new tab\r\n\r\n886\r\n00:52:13,260 --> 00:52:16,840\r\nand these resources expand on today's topic of digital channels.\r\n\r\n887\r\n00:52:16,840 --> 00:52:18,020\r\nAnd we want to make sure you get to take\r\n\r\n888\r\n00:52:18,020 --> 00:52:20,840\r\nadvantage of that. If you miss out on clicking those\r\n\r\n889\r\n00:52:20,840 --> 00:52:23,450\r\ntoday, don't worry, they will also be in your follow-\r\n\r\n890\r\n00:52:23,450 --> 00:52:26,080\r\nup email with the on- demand recording within the next\r\n\r\n891\r\n00:52:26,080 --> 00:52:29,350\r\nbusiness day or so. Also as a friendly reminder, we\r\n\r\n892\r\n00:52:29,350 --> 00:52:31,090\r\ndo encourage you to fill out that survey that's going\r\n\r\n893\r\n00:52:31,100 --> 00:52:34,840\r\nto show up here momentarily. We, again, tailor these presentations\r\n\r\n894\r\n00:52:34,840 --> 00:52:37,210\r\nto exactly what you, the attendees want to learn more\r\n\r\n895\r\n00:52:37,210 --> 00:52:41,290\r\nabout with respect to Genesys contact center, et cetera. So,\r\n\r\n896\r\n00:52:41,290 --> 00:52:43,200\r\nbe sure to fill that survey out as it shows\r\n\r\n897\r\n00:52:43,200 --> 00:52:46,920\r\nup here momentarily. And with that on behalf of Charlie,\r\n\r\n898\r\n00:52:46,920 --> 00:52:49,690\r\nRobin, Neil, and the entire Genesys team, we thank you\r\n\r\n899\r\n00:52:49,690 --> 00:52:54,330\r\nagain for joining today's webcast channel surfing, mastering digital channels\r\n\r\n900\r\n00:52:54,330 --> 00:52:56,890\r\nfor your business. Until next time, have a good one,\r\n\r\n901\r\n00:52:57,220 --> 00:52:57,340\r\neveryone.[mktoform form_type=\"hot\" cta_header=\"ASSISTA \u00c0 GRAVA\u00c7\u00c3O SOB DEMANDA\" cta_button=\"Assista agora!\" cms_hold=\"RG\" cid_id=\"7011T000001YYWEQA4\"]\r\nConhe\u00e7a os palestrantes\r\n\r\nRobin Gareiss\r\nCEO e Analista Principal\r\nMetrigy\r\n\r\nCharlie Godfrey\r\nDiretor S\u00eanior\r\nGenesys\r\n\r\nNeil O\u2019Donohue\r\nVice-presidente, Servi\u00e7os Profissionais\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Experience Lab: O Futuro Mais Humano do Trabalho<\/h3>
\r\n(Optional) Pre Header\r\n\r\n[this_page_title]\r\n\r\n(Optional) Sub Title\r\nIntro Here.[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.\r\n\r\n \tI am text block. Click edit button to change this text.\r\n \tLorem ipsum dolor sit amet, consectetur adipiscing elit.\r\n \tUt elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block.\r\n \tClick edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit.\r\n \tUt elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.\r\n\r\nI am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.[mktoform cms_hold=\"RG\"]\r\nMeet the Speakers\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n\r\nSpeaker Name\r\nSpeaker Title LIne 1\r\nSpeaker Title Line 2\r\nSpeaker Company\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Conecte os pontos com Genesys e Adobe<\/h3>
\r\nWebinar On-Demand\r\n\r\nConecte os pontos com Genesys e Adobe\r\n\r\nCom palestrantes convidados da Adobe e IDC\r\n\r\nElimine os silos de dados entre vendas, marketing e servi\u00e7o para experi\u00eancias de cliente mais conectadas\r\n[cutoff co_thick=\"2px\"][webinarschedule]Os eventos de 2020 mudaram a experi\u00eancia do cliente de forma irrevog\u00e1vel. E 2021 est\u00e1 a caminho de fazer o mesmo. Acompanhar as expectativas do cliente quanto \u00e0 personaliza\u00e7\u00e3o requer a cria\u00e7\u00e3o de experi\u00eancias verdadeiramente conectadas.\r\n\r\nTudo come\u00e7a com os dados que sua marca usa diariamente. As organiza\u00e7\u00f5es devem quebrar os silos de dados entre os departamentos de marketing, com\u00e9rcio, vendas e servi\u00e7os, garantindo que cada intera\u00e7\u00e3o seja o mais perfeita poss\u00edvel.\r\n\r\nJunte-se \u00e0 IDC, Adobe e Genesys neste webinar ao vivo para aprender como:\r\n\r\n \tGerencie o aumento das expectativas do cliente que tem digital como foco\r\n \tElimine silos de dados integrando Genesys Cloud e Adobe Experience Platform\r\n \tTransforme os dados em insights acion\u00e1veis \u200b\u200bque gerem resultados\r\n \tPermita intera\u00e7\u00f5es mais inteligentes e individualizadas com o cliente\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"ASSISTA \u00c0 GRAVA\u00c7\u00c3O SOB DEMANDA\" cta_button=\"Assista agora!\" cms_hold=\"RG\" cid_id=\"7011T000001l0LrQAI\"]\r\nConhe\u00e7a os palestrantes\r\n\r\nAlan Webber\r\nGuest Speaker\r\nProgram VP, Customer Experience\r\nIDC\r\n\r\nSridhar Jayakumar\r\nGuest Speaker\r\nPrincipal Product Manager\r\nAdobe\r\n\r\nDan Arra\r\nVP, Sales\r\nGenesys AI\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Analyst Webinar<\/p>

O Poder do Omnichannel: Como Transformar a Experi\u00eancia do Atendimento ao Cliente<\/h3>
Webinar\r\nO Poder do Omnichannel: Como Transformar a Experi\u00eancia do Atendimento ao Cliente\r\n\r\n[cutoff co_thick=\"2px\"]\r\n19 de agosto de 2020, 10:00, Hor\u00e1rio BRA\r\nWebinar Ao Vivo\r\nPrestar um excelente atendimento ao cliente, de forma personalizada e totalmente integrada, s\u00e3o pr\u00e9-requisitos para as empresas que desejam sobreviver, se destacar e crescer na Era Digital.\u00a0\r\n\r\nProjetos que integram diversos canais de atendimento (o Omnichannel) t\u00eam sido a chave para que as empresas reduzam custos e personalizem seu atendimento.\r\n\r\nAliando tecnologias como Intelig\u00eancia Artificial, Nuvem e Automa\u00e7\u00e3o, projetos Omnichannel tem o poder de transformar o atendimento ao cliente, gerando ganhos significativos de produtividade.\r\n\r\n \r\n\r\nEntenda como voc\u00ea pode transformar a experi\u00eancia de atendimento ao cliente. T\u00f3picos que ser\u00e3o abordados:\r\n\r\n \tDesmistificando o conceito de Omnichannel;\r\n \tO atendimento na Era Digital: Escalabilidade e Adapta\u00e7\u00e3o;\r\n \tVis\u00e3o 360: a Import\u00e2ncia da Integra\u00e7\u00e3o para o Omnichannel;\r\n \tNovas tecnologias: utiliza\u00e7\u00e3o de IA e automa\u00e7\u00e3o;\r\n \tO potencial do omnichannel de forma pr\u00e1tica.\r\n\r\nParticipe deste webinar e fa\u00e7a suas perguntas ao vivo.[webinarschedule][mktoform form_type=\"hot\" cta_header=\"Participe do Webinar\" cta_button=\"Inscreva-se agora\" cms_hold=\"RG\" cid_id=\"7011T000001t9OKQAY\"]\r\nConhe\u00e7a os Speakers\r\n\r\nClaudio Barbosa\r\nSolutions Consulting Manager\r\nGenesys\r\n\r\nDouglas Silva\r\nHead de Sales e Marketing\r\nIcaro Tech\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Como Endere\u00e7ar Os Desafios Da Crise E Melhorar A Experi\u00eancia De Atendimento Com Solu\u00e7\u00f5es Digitais Eficazes<\/h3>
\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

O Setor Financeiro e os Novos Desafios do Mercado<\/h3>
Webinar\r\nO Setor Financeiro e os Novos Desafios do Mercado\r\n\r\n[cutoff co_thick=\"2px\"]\r\n2 de Junho de 2020, 11:00, Hor\u00e1rio BRA\r\nWebinar Ao Vivo\r\nOl\u00e1,\r\n\r\nO setor banc\u00e1rio enfrenta um momento de grandes mudan\u00e7as, em que as organiza\u00e7\u00f5es devem se adaptar \u00e0s novas demandas dos clientes. Os usu\u00e1rios esperam receber o mesmo n\u00edvel de atendimento em todos os canais, algo que os bancos t\u00eam tido dificuldade para oferecer.\r\n\r\nO novo paradigma do atendimento enfatiza a necessidade de crescimento sem sacrificar a rentabilidade, com aumento da automa\u00e7\u00e3o e otimiza\u00e7\u00e3o de processos. O setor banc\u00e1rio precisa se adequar a esta realidade, crescendo com rentabilidade, seguran\u00e7a, e preocupando-se com a satisfa\u00e7\u00e3o dos clientes.\r\n\r\nNeste contexto, demonstraremos nossas ferramentas em Nuvem abordando os temas abaixo:\r\n\r\n \tControle de custo com tecnologia e automa\u00e7\u00e3o;\r\n \tIntelig\u00eancia artificial e bots;\r\n \tJornada do cliente e a melhora da experi\u00eancia;\r\n \tSeguran\u00e7a da informa\u00e7\u00e3o e ader\u00eancia \u00e0 LGPD;\r\n \tData mining aplicado a gest\u00e3o do cliente.\r\n\r\nParticipe do nosso Webinar e saiba como vencer estes novos desafios.[webinarschedule][mktoform form_type=\"hot\" cta_header=\"Participe do Webinar\" cta_button=\"Inscreva-se agora\" cms_hold=\"RG\" cid_id=\"7011T000001t6tKQAQ\"]\r\nConhe\u00e7a os Speakers\r\n\r\nEdmundo Moura\r\nSolutions Consultant\r\nGenesys\r\n\r\nRoberto Barbosa\r\nSolutions Consultant LATAM\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Autosservi\u00e7o e canais digitais no mercado de energia<\/h3>
\r\nAnalyst Webinar\r\n\r\nAutosservi\u00e7o e canais digitais no mercado de energia\r\n\r\n[cutoff co_thick=\"2px\"]\r\n22 de Abril de 2020, 2pm, Hor\u00e1rio BRA\r\nWEBINAR AO VIVO\r\nOs neg\u00f3cios de energia enfrentam grandes desafios, regulamenta\u00e7\u00e3o governamental, mudan\u00e7as clim\u00e1ticas, e novas tecnologias. Cada vez mais h\u00e1 necessidade de proporcionar melhoria na experi\u00eancia do cliente e ganhar vantagem competitiva.\r\n\r\nGostar\u00edamos de convidar voc\u00ea para conhecer um dos nossos cases de sucesso. Compartilharemos insights sobre o segmento e mostraremos a facilidade no uso da nossa plataforma de CX em nuvem conectada com todos os canais, proporcionando uma experi\u00eancia simples, intuitiva e personalizada tanto aos clientes quanto aos funcion\u00e1rios.\r\n\r\nNeste webinar, falaremos sobre:\r\n\r\n \tCases de sucesso\r\n \tA\u00a0migra\u00e7\u00e3o para canais digitais e integra\u00e7\u00f5es\r\n \tDemonstra\u00e7\u00e3o da solu\u00e7\u00e3o\r\n\r\nInscreva-se e aprenda sobre como as novas tecnologias vem transformando\u00a0o segmento de energia.[webinarschedule][mktoform form_type=\"hot\" cta_header=\"Participe do Webinar\" cta_button=\"Inscreva-se agora\" cms_hold=\"RG\" cid_id=\"7011T000001IcwTQAS\"]\r\nConhe\u00e7a o Speaker\r\n\r\nCarlos Callejo\r\nSolutions Consultant\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Genesys Cloud in Action<\/h3>
\r\nAnalyst Webinar\r\n\r\nGenesys Cloud in Action\r\nSimplificando Integra\u00e7\u00f5es na era dos aplicativos e da plataforma aberta\r\n[cutoff co_thick=\"2px\"]\r\n7 de Abril de 2020, 10am, Hor\u00e1rio BRA\r\nWEBINAR AO VIVO\r\nJ\u00e1 faz algum tempo que entramos em um per\u00edodo de diferentes transi\u00e7\u00f5es, Capex para Opex, C\u00f3digo fechado para C\u00f3digo aberto, Premium para True Cloud e integra\u00e7\u00f5es propriet\u00e1rias para a Open Platform. V\u00e1rios desses aspectos s\u00e3o cada vez mais relevantes e freq\u00fcentemente impactam iniciativas de mudan\u00e7as em tecnologia, aprimoramento e inova\u00e7\u00e3o, tornando os aplicativos menos restritivos, mais \u00e1geis e personaliz\u00e1veis \u200b\u200bpara se adaptar \u00e0s necessidades espec\u00edficas.\r\n\r\nJunte-se a n\u00f3s nesta sess\u00e3o para ver como a Genesys Cloud adota essas transforma\u00e7\u00f5es para proporcionar melhores experi\u00eancias de atendimento, sob um esquema de integra\u00e7\u00e3o simples, aberto, robusto e completo.\r\n\r\nGenesys Cloud, de SaaS a PaaS de acordo com suas necessidades.\r\n\r\nNeste webinar, voc\u00ea aprender\u00e1:\r\n\r\n \tIntegra\u00e7\u00f5es Out-of-the-Box\r\n \tAppFoundry e plugins de valor\r\n \tGenesys Cloud como plataforma aberta, API, SDKs e muito mais\r\n\r\n[webinarschedule][mktoform form_type=\"hot\" cta_header=\"Participe do Webinar\" cta_button=\"Inscreva-se agora\" cms_hold=\"RG\" cid_id=\"7011T000001krUVQAY\"]\r\nConhe\u00e7a o Speaker\r\n\r\nMonica Venancio\r\nCloud Business Development\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Genesys Demo Series<\/h3>
\r\nDemo Webinar\r\n\r\n[this_page_title]\r\n\r\nBrasil\r\n[cutoff co_thick=\"2px\"][webinarschedule][webinarschedulesingle]Bem vindo a Genesys Demo Series! Aqui reuniremos as melhores demonstra\u00e7\u014des de produtos e servi\u00e7os\u00a0 que facilitar\u00e3o o seu compreendimento do mundo de solu\u00e7\u00f5es que a Genesys oferece aos seus clientes.\r\n\r\nNestas Demos voc\u00ea aprender\u00e1 sobre\r\n\r\n \tGenesys Cloud\r\n \tWorkforce Management\r\n \tAn\u00e1lisis Preditiva\r\n \tBots e automa\u00e7\u00e3o\r\n \tGenesys AI\r\n \tApp Foundry e Conectores\r\n\r\n[mktoform form_type=\"hot\" cta_header=\"Participe do Webinar\" cta_button=\"Inscreva-se agora\" cid_type=\"multicid\" multicidset=\"%5B%7B%22label%22%3A%22Selecione%20o%20evento%20desejado%22%7D%2C%7B%22label%22%3A%22Tecnologia%20em%20Cloud%20e%20Omnicanalidade%20-%20Genesys%20Cloud%20CX%20-%20A%20Jornada%20do%20Cliente%22%2C%22cid%22%3A%227011T000001kqo5QAA%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fcampaign%2Ftecnologia-e-omnicanalidade-thank-you%22%7D%2C%7B%22label%22%3A%22Tecnologia%20em%20Cloud%20e%20Omnicanalidade%20-%20Demo%20-%201%2F4%2F2020%22%2C%22cid%22%3A%227011T000001kro1QAA%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fcampaign%2Ftecnologia-e-omnicanalidade-thank-you-generic%22%7D%2C%7B%22label%22%3A%22Tecnologia%20em%20Cloud%20e%20Omnicanalidade%20-%20Vis%C3%A3o%20do%20Supervisor%20-%20On%20Demand%22%2C%22cid%22%3A%227011T000001t8Df%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fcampaign%2Ftecnologia-e-omnicanalidade-supervisor-em-tempos-de-crise-thank-you-page%22%7D%5D\" cms_hold=\"RG\"]\r\nConhe\u00e7a os Speakers\r\n\r\nSpeaker Name\r\nClaudio Barbosa\r\nSenior Manager, Solutions Consultant\r\nGenesys\r\n\r\nSpeaker Name\r\nThiago Angeli\r\nSolutions Consultant\r\nGenesys\r\n\r\nSpeaker Name\r\nEduardo Garcia\r\nSenior Account Executive, Enterprise\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Genesys AI e os desafios do crescimento do Ecommerce na Am\u00e9rica Latina<\/h3>
\r\nAnalyst Webinar\r\n\r\nGenesys AI e os desafios do crescimento do Ecommerce na Am\u00e9rica Latina\r\n[cutoff co_thick=\"2px\"]\r\nWebinar On-Demand\r\nO tempo amea\u00e7a o sucesso das vendas dentro das empresas. Saiba como a intelig\u00eancia artificial da Genesys ajuda a orquestrar o tr\u00e1fego denso de intera\u00e7\u00f5es no com\u00e9rcio eletr\u00f4nico, as equipes de vendas e marketing gastam muito tempo, esfor\u00e7o e dinheiro para se preparar para os picos de tr\u00e1fego de intera\u00e7\u00e3o. Todos os setores de todos os tamanhos podem aproveitar a intelig\u00eancia artificial e o Machine Learning para aumentar as convers\u00f5es, a receita e melhorar a produtividade das vendas.\r\n\r\nNeste webinar, voc\u00ea aprender\u00e1:\r\n\r\n- A maneira como o Machine Learning monitora todo o comportamento do cliente em seu site e o notifica quando os clientes est\u00e3o perdidos, a ponto de abandonar o carrinho ou sair do site sem o resultado desejado.\r\n\r\n- Como fornecer um atendimento personalizado com todos os canais (bate-papo, ofertas de descontos pop-up, ofertas de conte\u00fado, email, celular, voz) para atrair clientes em seus canais preferidos em tempo real.\r\n\r\n- Como aproveitar os rob\u00f4s de voz, chatbots, an\u00e1lises e roteamento preditivo com base em intelig\u00eancia artificial para definir o relacionamento,\u00a0 atingir expectativas e personalizar a experi\u00eancia sem sacrificar o valor da sua marca.[webinarschedule][mktoform form_type=\"hot\" cta_header=\"Participe do Webinar\" cta_button=\"Inscreva-se agora\" cms_hold=\"RG\" cid_id=\"7011T000001kmBBQAY\"]\r\nConhe\u00e7a o Orador\r\n\r\nClaudio Barbosa\r\nSenior Manager, Solutions Consulting\r\nGenesys\r\n<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Megatend\u00eancias de atendimento ao cliente para 2019<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]\r\n\r\nNeste webinar, os especialistas apresentar\u00e3o as principais tend\u00eancias para 2019.\r\n\r\nO trabalho no setor de atendimento ao cliente est\u00e1 mudando. A automa\u00e7\u00e3o e a IA est\u00e3o detendo o aumento de pessoal. Ao mesmo tempo, n\u00e3o desumanizam as opera\u00e7\u00f5es nem absorvem todos os postos de trabalho. Est\u00e3o liberando os agentes das tarefas de baixo valor ou repetitivas para redirecion\u00e1-los para os trabalhos de maior valor. Isso empodera os agentes para que possam consolidar seus relacionamentos com os clientes e lhes d\u00e1 um verdadeiro prop\u00f3sito.\r\n\r\nNeste webinar, analisaremos:\r\n\r\n \tComo a experi\u00eancia do cliente evoluir\u00e1 em 2019 e depois?\r\n \tQuais s\u00e3o os desenvolvimentos tecnol\u00f3gicos que as organiza\u00e7\u00f5es devem ter?\r\n \tComo os agentes dever\u00e3o ser selecionados e treinados?\r\n \tPor que a IA e a automa\u00e7\u00e3o dos processos podem melhorar seus resultados financeiros?\r\n\r\nN\u00e3o se deixe surpreender pelas mudan\u00e7as que est\u00e3o por vir. Inscreva-se neste webinar agora!\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nAntoine Ducarme\r\nVP de\u00a0Solutions Consulting, LATAM\r\n[mktoform form_type=\"hot\" cta_header=\"Participe do webinar\" cta_button=\"Registrar Agora\" cms_hold=\"RG\" cid_id=\"7010d000001KghNAAS\" landing_id=\"68759\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Todos os caminhos levam para a nuvem! Explore as op\u00e7\u00f5es de migra\u00e7\u00e3o para o seu contact center.<\/h3>
\r\nWebinar apresentado por Genesys\r\n\r\nTodos os caminhos levam para a nuvem!\u00a0\u00a0Explore as op\u00e7\u00f5es de migra\u00e7\u00e3o para o seu contact center.\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]O futuro \u00e9 incerto por natureza, mas podemos ter a certeza de que sempre ocorrer\u00e3o mudan\u00e7as. As atitudes dos clientes mudam, e os novos concorrentes geram disrup\u00e7\u00e3o no mercado. As novas tecnologias difundem-se rapidamente e tornam-se obrigat\u00f3rias de um dia para outro. Por isso, \u00e9 mais importante do que nunca ter mais agilidade operacional. A Genesys oferece aos seus clientes a possibilidade de migrar para a plataforma que melhor se adapte \u00e0s suas necessidades no seu pr\u00f3prio ritmo.\r\n\r\nEscute o que Sebastian Spagnuolo, Diretor da \u00c1rea de Consultoria Estrat\u00e9gica na Genesys, t\u00eam para dizer sobre os fatores que impulsionam a migra\u00e7\u00e3o para a nuvem e as op\u00e7\u00f5es das organiza\u00e7\u00f5es quando a mudan\u00e7a se torna obrigat\u00f3ria.\r\n\r\nParticipe para descobrir como voc\u00ea pode:\r\n\r\n \tAproveitar ao m\u00e1ximo seu investimento nas solu\u00e7\u00f5es da Genesys modernizando seus recursos\r\n \tDesfrutar dos benef\u00edcios de migrar para a nuvem no seu pr\u00f3prio ritmo: tudo de uma vez ou de forma gradual, dependendo dos desafios e dos resultados especificados\r\n \tAumentar a agilidade da sua organiza\u00e7\u00e3o migrando para sistemas que oferecem mais flexibilidade para administrar demandas variadas\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\nConhe\u00e7a o Apresentador\r\n\r\nSebastian Spagnuolo\r\nDiretor da \u00c1rea de Consultoria Estrat\u00e9gica\r\nGenesys\r\n[mktoform cta_header=\"Participe do Webinar\" cta_button=\"Registre-se Agora\" cms_hold=\"RG\" landing_id=\"67400\" cid_id=\"7010d000000mbKX\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Chatbots, IA, IoT e Assistentes Virtuais: Quais s\u00e3o as tend\u00eancias de CX para 2018?<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Para satisfazer as expectativas do cliente moderno este ano, as empresas devem pensar muito al\u00e9m de adotar canais digitais no seu atendimento. Elas devem se concentrar em entregar a melhor experi\u00eancia do cliente baseada no hist\u00f3rico de intera\u00e7\u00e3o via chatbots, engajamento visual (compartilhamento de tela com agentes) e interface de voz.\r\n\r\nEm 2018 tamb\u00e9m ser\u00e1 necess\u00e1rio que as empresas reinventem suas opera\u00e7\u00f5es colocando automa\u00e7\u00e3o e Intelig\u00eancia Artificial (IA) no centro da sua estrat\u00e9gia. A IA aumenta a habilidade dos agentes ao assumir tarefas b\u00e1sicas como coletar e fornecer informa\u00e7\u00f5es, permitindo que eles resolvam apenas chamadas com cen\u00e1rios complexos e se concentrem em construir rela\u00e7\u00f5es duradouras com o cliente para conquistar sua satisfa\u00e7\u00e3o e lealdade.\r\n\r\nAssista este webinar e conhe\u00e7a as tend\u00eancias do servi\u00e7o ao atendimento para 2018:\r\n\r\n \tComo os chatbots habilitados com IA est\u00e3o revolucionando o atendimento\r\n \tComo as assistentes virtuais (Alexa, Siri, Google Home) v\u00e3o se tornar o centro da experi\u00eancia do cliente\r\n \tComo o engajamento visual, video chat, co-navega\u00e7\u00e3o e compartilhamento de tela, transformam a experi\u00eancia do cliente e do agente\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\nPalestrante\r\n\r\nBruno Bertini\r\nDiretor de Marketing \u2013 LATAM Genesys\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"62678\" cid_id=\"7010B000001SRwJ\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Como o Autoatendimento Ominichannel e a Intelig\u00eancia Artificial est\u00e3o Revolucionando a CX<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Atualmente, os clientes utilizam v\u00e1rios canais para interagir com as empresas e isso gera uma complexidade no engajamento do cliente causando n\u00e3o s\u00f3 o aumento de custos como tamb\u00e9m desafios em proporcionar uma experi\u00eancia do cliente consistente. Manter o hist\u00f3rico das intera\u00e7\u00f5es tem sido crucial para evitar a frustra\u00e7\u00e3o e reduzir o tempo de atendimento.\r\n\r\nPara solucionar esse problema, as empresas est\u00e3o cada vez mais investindo em solu\u00e7\u00f5es de Intelig\u00eancia Artificial e automa\u00e7\u00e3o, al\u00e9m de proporcionar canais de autoatendimento.\r\n\r\nPara sair na frente da concorr\u00eancia e manter os seus clientes satisfeitos \u00e9 preciso definir ou atualizar o seu servi\u00e7o de autoatendimento omnichannel e implementar uma estrat\u00e9gia de Intelig\u00eancia Artificial.\r\n\r\nAssista este webinar e conhe\u00e7a:\r\n\r\n \tComo personalizar a experi\u00eancia do cliente em canais de voz e digitais usando o hist\u00f3rico de intera\u00e7\u00f5es anteriores\r\n \tComo adotar multimodalidade para aumentar o \u00edndice de autoatendimento e reduzir a necessidade de intera\u00e7\u00e3o com agentes\r\n \tComo implementar novos microapps de autoatendimento ominichannel para obter vantagens competitivas\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\nPalestrante\r\n\r\nEduardo Garcia\r\nPrincipal Solutions Consultant\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O DO WEBINAR\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"62201\" cid_id=\"7010B000001SOGvQAO\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Como os Apps de Mensagem Instant\u00e2nea Est\u00e3o Mudando o Atendimento e a Experi\u00eancia do Cliente<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Houve uma mudan\u00e7a dram\u00e1tica na forma com que os clientes querem se comunicar com as empresas: eles querem que as intera\u00e7\u00f5es ocorram no seu tempo, de forma flex\u00edvel e casual, ao contr\u00e1rio da comunica\u00e7\u00e3o antiga excessivamente formal.\r\n\r\nUma das tend\u00eancias emergentes do atendimento ao cliente inclui a comunica\u00e7\u00e3o atrav\u00e9s de servi\u00e7os de mensagem instant\u00e2nea, como Whatsapp, Facebook Messenger e chat ao vivo integrado no site.\r\n\r\nEssa conversa ajuda os clientes a abrirem suas preocupa\u00e7\u00f5es e queixas de uma maneira informal, enquanto permite que os agentes encontrem solu\u00e7\u00f5es em tempo real. Al\u00e9m disso, n\u00e3o exigem um investimento alto e possuem um baixo custo operacional.\r\n\r\nAssista a grava\u00e7\u00e3o do webinar e aprenda:\r\n\r\n \tOs benef\u00edcios de adotar a mensagem instant\u00e2nea como canal de atendimento\r\n \tComo \u00e9 f\u00e1cil criar e implantar um chatbot em seu contact center\r\n \tComo implementar uma plataforma de Intelig\u00eancia Artificial e fazer do atendimento ao cliente o seu diferencial competitivo\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\nPalestrante\r\n\r\nCl\u00e1udio Barbosa\r\nSolution Consultant Manager na Genesys\r\n[mktoform cta_header=\"ASSITA A GRAVA\u00c7\u00c3O DO WEBINAR\" cta_button=\"ASSISTA O WEBINAR\" cms_hold=\"RG\" landing_id=\"61899\" cid_id=\"7010B000001SLsc\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

O Papel da Intelig\u00eancia Artificial na Transforma\u00e7\u00e3o da Experi\u00eancia do Cliente<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Com a ado\u00e7\u00e3o de tecnologias habilitadas com Intelig\u00eancia Artificial (I.A.) empresas est\u00e3o transformando todas as intera\u00e7\u00f5es com clientes em verdadeiras oportunidades de vendas e fideliza\u00e7\u00e3o.\r\n\r\nPor meio de diferentes tipos de agentes virtuais ou chatbots, \u00e9 poss\u00edvel reduzir custos operacionais e oferecer suporte ao cliente 24\/7 de forma personalizada e em tempo real, eliminando totalmente o indesejado tempo de espera, dentre outros.\r\n\r\nAssista o webinar em parceria com a Frost & Sullivan e descubra:\r\n\r\n \tComo os bots habilitados com AI est\u00e3o transformando a experi\u00eancia do cliente (CX)\r\n \tQuais s\u00e3o os desafios e benef\u00edcios da implementa\u00e7\u00e3o de tecnologias de intelig\u00eancia artificial para solu\u00e7\u00f5es de atendimento ao cliente\r\n \tComo a intelig\u00eancia artificial est\u00e1 impactando a for\u00e7a de trabalho na ind\u00fastria de CX\r\n\r\n[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nMaiara Munhoz\r\nAnalista S\u00eanior de Ind\u00fastria na divis\u00e3o de Esterprise Communications da Frost & Sullivan na Am\u00e9rica Latina\r\n\r\nCl\u00e1udio Barbosa\r\nGerente de Solu\u00e7\u00f5es na\r\nGenesys Brasil\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O DO WEBINAR\" cta_button=\"Assista Agora\" cms_hold=\"RG\" landing_id=\"62188\" cid_id=\"7010B000001SOBq\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Demo Online: Veja o Genesys Cloud em A\u00e7\u00e3o!<\/h3>
\r\n[this_page_title]\r\n\r\nAs Plataformas de Contato Center na Nuvem N\u00e3o S\u00e3o Todas Iguais.\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Nem todas as plataformas baseadas na nuvem s\u00e3o desenhadas da mesma maneira. O Genesys Cloud,\u00a0 solu\u00e7\u00e3o de contact center na nuvem tudo em um de \u00faltima gera\u00e7\u00e3o, administra\u00a0 as intera\u00e7\u00f5es de clientes em v\u00e1rios canais como se fosse uma \u00fanica conversa.\r\n\r\nAssista a demo do Genesys Cloud e conhe\u00e7a na pr\u00e1tica:\r\n\r\n \tA Experi\u00eancia do Supervisor: veja os dashboards com dados de intera\u00e7\u00f5es, agentes, filas e saiba como analisar as grava\u00e7\u00f5es\r\n \tA Experi\u00eancia do Administrador: saiba como \u00e9 f\u00e1cil customizar a plataforma sem a necessidade de envolver a equipe de TI\r\n \tA Experi\u00eancia do Agente: aprenda como atender as intera\u00e7\u00f5es telef\u00f4nicas, de chat, e-mail e redes sociais na plataforma\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nM\u00f4nica Venancio\r\nSales Operations Support\r\nSpecialist na Genesys\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"66073\" cid_id=\"7010d000001G9JT\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Bem-vindo ao Genesys Altocloud!<\/h3>
\r\n[this_page_title]\r\n\r\nComo a Intelig\u00eancia Artificial pode aumentar as vendas e proporcionar uma CX excepcional.\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Assista a grava\u00e7\u00e3o deste webinar para descobrir como o Genesys Altocloud utiliza o poder da intelig\u00eancia artificial (IA) para otimizar as jornadas on-line, monitorar os clientes atuais e potenciais em tempo real e permitir que seus agentes intervenham por meio do chat, retorno de chamada ou para oferecer diferentes conte\u00fados \u2013 baseados em regras \u2013 quando um cliente potencial est\u00e1 perdido ou confundido.\r\n\r\nEm um mercado t\u00e3o competitivo, \u00e9 cada vez mais importante poder identificar o momento em que a fidelidade do cliente pode estar em perigo. Para isso, \u00e9 fundamental conectar-se com os clientes em tempo real e de forma ass\u00edncrona.\r\n\r\nNeste webinar, voc\u00ea descobrir\u00e1 como o Genesys Altocloud gera mais vendas e aumenta as convers\u00f5es, produz leads mais qualificados, proporciona uma melhor experi\u00eancia on-line para os usu\u00e1rios e reduz seus custos de vendas. Essa solu\u00e7\u00e3o oferece uma poderosa capacidade de an\u00e1lise da jornada do cliente com IA, aprendizagem autom\u00e1tica em tempo real e engagement preditivo por meio de chat, retorno de chamada ou oferta de conte\u00fado.[cutoff co_thick=\"2px\"]\r\nConhe\u00e7a o Apresentador\r\n\r\nCl\u00e1udio Barbosa\r\nGerente de Solu\u00e7\u00f5es\r\nna Genesys Brasil\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"66818\" cid_id=\"7010d000000mZ45\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Como as Marcas L\u00edderes Mundiais Equilibram Talento e Tecnologia para Alcan\u00e7ar a Excel\u00eancia em CX<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]O que as empresas mais influentes do mundo fazem para que a excel\u00eancia em experi\u00eancia do cliente seja o principal fator do aumento da receita e da fidelidade \u00e0 marca?\r\n\r\nUma pesquisa global da MIT Technology Review com a participa\u00e7\u00e3o de 550 executivos descobriu que, al\u00e9m de serem pioneiras na ado\u00e7\u00e3o de solu\u00e7\u00f5es omnichannel no servi\u00e7o de atendimento ao cliente, essas empresas \u201cic\u00f4nicas\u201d conseguiram equilibrar perfeitamente as tecnologias inovadoras \u2013 como IA, autoatendimento de \u00faltima gera\u00e7\u00e3o ou an\u00e1lise de voz \u2013 com a interven\u00e7\u00e3o humana.\r\n\r\nParticipe deste webinar exclusivo do MIT e Genesys e conhe\u00e7a:\r\n\r\n \tAs estrat\u00e9gias que diferenciam uma empresa ic\u00f4nica das outras empresas\r\n \tAs tecnologias inovadoras que ter\u00e3o um efeito direto sobre as estrat\u00e9gias de CX\r\n \tComo as estrat\u00e9gias variam nas diferentes regi\u00f5es em fun\u00e7\u00e3o da maturidade e das expectativas dos clientes\r\n\r\n[webinarschedule][cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nRoss O\u2019Brien\r\nSenior contributing editor,\r\nMIT Technology Review Insights\r\n\r\nBruno Bertini\r\nDiretor de Marketing\r\n\u2013 LATAM Genesys\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"63606\" cid_id=\"7010B000001SWv3\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

O Setor Banc\u00e1rio na Era das Fintechs<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]As demandas e expectativas dos clientes est\u00e3o revolucionando o setor banc\u00e1rio e alterando suas estruturas tradicionais. Com o aparecimento dos dispositivos inteligentes, surgiu uma nova gera\u00e7\u00e3o de empresas de tecnologia financeira (fintechs) \u2013 muito velozes, com grande quantidade de dados e uma excelente experi\u00eancia do cliente (CX) \u2013, que mudou a forma como os consumidores realizam suas opera\u00e7\u00f5es financeiras e, portanto, est\u00e1 desafiando os bancos, que devem se transformar e inovar se querem continuar sendo relevantes no mundo digital atual.\r\n\r\nHoje, a presen\u00e7a da IA e da tecnologia blockchain indica outra profunda mudan\u00e7a estrutural no setor financeiro. O modo de rea\u00e7\u00e3o e adapta\u00e7\u00e3o dos bancos diante dessas tecnologias emergentes ser\u00e1 determinante para que continuem sendo competitivos no futuro. Embora este desafio pare\u00e7a intimidante, os bancos e as institui\u00e7\u00f5es financeiras poder\u00e3o competir tornando-se mais din\u00e2micos e reestruturando seus modelos de neg\u00f3cios para aproveitar suas vantagens tradicionais e combin\u00e1-las com as melhores inova\u00e7\u00f5es oferecidas pelas fintechs.\r\n\r\nParticipe deste webinar da Genesys e Fintech Americas e conhe\u00e7a:\r\n\r\n \tA din\u00e2mica do mercado que est\u00e1 transformando o setor banc\u00e1rio e financeiro\r\n \tPor que a inova\u00e7\u00e3o nos modelos de neg\u00f3cios \u00e9 mais importante do que a tecnologia\r\n \tComo elaborar estrat\u00e9gias de transforma\u00e7\u00e3o e aplic\u00e1-las para que tenham um impacto positivo nos clientes, nos colaboradores, nas comunidades e nos acionistas\r\n\r\n[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nSebastian Spagnuolo\r\nDiretor da \u00c1rea de Consultoria Estrat\u00e9gica de Neg\u00f3cios para a Am\u00e9rica Latina na Genesys\r\n\r\nRay Ruga\r\nCo-Founder Fintech Americas\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"64236\" cid_id=\"7010B000001SaKF\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

O Primeiro Passo em Dire\u00e7\u00e3o \u00e0 CX do Futuro<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Os consumidores de hoje podem comprar o produto e servi\u00e7o que desejam, onde e quando quiserem. Diante de tantas op\u00e7\u00f5es, a experi\u00eancia do cliente (CX) tornou-se a nova marca, tanto antes como ap\u00f3s a compra.\r\n\r\nEmpresas que proporcionam uma CX consistente, sem interrup\u00e7\u00f5es em todos os canais, obt\u00eam uma vantagem competitiva, pois geram lealdade ao responderem \u00e0s necessidades dos clientes com mais rapidez e efici\u00eancia.\r\n\r\nAinda assim, a maioria das empresas for\u00e7a esses consumidores a seguirem por jornadas de engajamento desconectadas, enraizadas em sistemas legados que n\u00e3o est\u00e3o preparados para atender a demanda da era digital.\r\n\r\nTornar-se uma organiza\u00e7\u00e3o que coloca o cliente em primeiro lugar ao oferecer uma CX omnichannel, pode custar menos e estar mais perto do que se imagina.\r\n\r\nAssista este webinar e aprenda:\r\n\r\n \tComo funciona a CX omnichannel\r\n \tQual o primeiro passo a tomar em dire\u00e7\u00e3o a CX do futuro\r\n \tComo a Intelig\u00eancia Artificial est\u00e1 revolucionando o atendimento ao cliente\r\n\r\n[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nFernando Egea\r\nVice President, Sales Strategy na Genesys\r\n\r\nDennis Medeiros\r\nLATAM Business Development Manager na Genesys\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"65776\" cid_id=\"7010d000001G8MI\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Seu Contact Center \u00e9 Importante para Voc\u00ea? Conhe\u00e7a os Benef\u00edcios de Evoluir<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Com a mudan\u00e7a dram\u00e1tica nas expectativas e comportamentos dos clientes, empresas t\u00eam muito a perder ao permanecerem com seus sistemas de contact center obsoletos, pois estes n\u00e3o foram feitos para atender as demandas da era omnichannel. Paga-se um pre\u00e7o muito alto para manter tecnologias legadas, r\u00edgidas e ultrapassadas, n\u00e3o s\u00f3 pelas altas taxas de manuten\u00e7\u00e3o como tamb\u00e9m, pela perda de clientes e o impedimento de gerar novos fluxos de receita.\r\n\r\nAcreditamos que o caminho em dire\u00e7\u00e3o \u00e0 ado\u00e7\u00e3o de uma plataforma de experi\u00eancia do cliente moderna e unificada deve ser simples e a abordagem correta pode descomplicar o processo e minimizar os riscos, os custos e a interrup\u00e7\u00e3o nas opera\u00e7\u00f5es.\r\n\r\nParticipe deste webinar e descubra:\r\n\r\n \tOs benef\u00edcios para o neg\u00f3cio ao mudar para uma plataforma moderna e unificada\r\n \tOs riscos e os custos de n\u00e3o modernizar o seu contact center\r\n \tO melhor caminho a seguir para fazer a migra\u00e7\u00e3o\r\n\r\n[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nFernando Egea\r\nVice President, Sales Strategy na Genesys\r\n\r\nDennis Medeiros\r\nLATAM Business Development Manager na Genesys\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"65279\" cid_id=\"7010B000001Sdzl\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Transforme a Experi\u00eancia do Cliente Atrav\u00e9s da Moderniza\u00e7\u00e3o do Contact Center<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]Os centros de contato est\u00e3o no meio de m\u00faltiplas transforma\u00e7\u00f5es de mercado e tecnologia. O surgimento de um novo tipo de consumidor mais exigente e refinado est\u00e1 for\u00e7ando as empresas a buscarem novas ferramentas para atenderem as expectativas. Fornecer experi\u00eancias de alta qualidade, coerentes e sem interrup\u00e7\u00f5es entre todos os pontos de contato com o cliente \u00e9 hoje mais importante do que nunca.\r\n\r\nProporcionar esta experi\u00eancia omnichannel s\u00f3 \u00e9 poss\u00edvel se todos os pontos de contato forem otimizados e trabalharem de forma orquestrada. Esta renova\u00e7\u00e3o deve ser acompanhada de solu\u00e7\u00f5es que possibilitem a concretiza\u00e7\u00e3o dos objetivos estabelecidos. Ter um parceiro estrat\u00e9gico que ofere\u00e7a a tecnologia ideal para acompanh\u00e1-lo no caminho da transforma\u00e7\u00e3o digital pode ser a diferen\u00e7a entre sucesso e o fracasso do projeto de moderniza\u00e7\u00e3o do contact center.\r\n\r\nParticipe do webinar da Genesys e Frost & Sullivan e aprenda:\r\n\r\n \tOs elementos chaves sobre o futuro da Am\u00e9rica Latina, atrav\u00e9s da an\u00e1lise das megatend\u00eancias da Frost & Sullivan\r\n \tPrincipais inova\u00e7\u00f5es disruptivas que marcam o curso e o futuro da experi\u00eancia do cliente\r\n \tComo escolher a solu\u00e7\u00e3o ideal para a moderniza\u00e7\u00e3o do contact center da sua empresa\r\n\r\n[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nCl\u00e1udio Barbosa\r\nGerente de Solu\u00e7\u00f5es na\r\nGenesys Brasil\r\n\r\nMaiara Munhoz\r\nAnalista S\u00eanior de Ind\u00fastria na divis\u00e3o de Esterprise Communications da Frost & Sullivan na Am\u00e9rica Latina\r\n[mktoform cta_header=\"ASSISTA A GRAVA\u00c7\u00c3O\" cta_button=\"ASSISTA AGORA\" cms_hold=\"RG\" landing_id=\"63329\" cid_id=\"7010B000001SVTa\"]<\/div><\/div><\/a><\/div>

Genesys Webinar<\/p>

Como a Intelig\u00eancia Artificial e Internet das Coisas Est\u00e3o Transformando o Customer Engagement<\/h3>
\r\n[this_page_title]\r\n[cutoff co_thick=\"2px\"][webinarschedulesingle]A metamorfose do consumidor tradicional est\u00e1 for\u00e7ando as empresas a redefinirem a maneira como interagem com seus clientes e a encontrar novas maneiras de conquistar sua lealdade. Hoje, os consumidores recompensam ou castigam uma marca com base em uma \u00fanica intera\u00e7\u00e3o. A lealdade \u00e0s marcas est\u00e1 no seu ponto mais baixo, portanto, o risco de perder clientes \u00e9 mais alto do que nunca.\r\n\r\nNesse contexto, uma das maiores dificuldades que as empresas enfrentam \u00e9 lidar com as crescentes expectativas do consumidor, tanto em rela\u00e7\u00e3o aos produtos e servi\u00e7os que recebem, quanto \u00e0 experi\u00eancia que demandam. J\u00e1 que para a grande maioria dos consumidores o atendimento ao cliente \u00e9 fundamental quando se escolhe ser leal \u00e0 marca, capacitar uma organiza\u00e7\u00e3o para que ela possa fornecer intera\u00e7\u00f5es personalizadas e contextuais \u00e9 fundamental.\r\n\r\nParticipe do webinar da Genesys e da Frost & Sullivan e conhe\u00e7a:\r\n\r\n \tComo as inova\u00e7\u00f5es nd intelig\u00eancia artificial e da internet das coisas (IoT) transformam as opera\u00e7\u00f5es e impulsionam o desempenho das empresas\r\n \tPor que fornecer experi\u00eancias coerentes e cont\u00ednuas de alta qualidade entre cada ponto de contato com o cliente \u00e9 mais importante do que nunca.\r\n \tComo o Contato Center AI do Google Cloud, a an\u00e1lise preditiva do Altocloud e Kate, a Plataforma de AI da Genesys podem ajud\u00e1-lo a oferecer o melhor customer engagement\r\n\r\n[cutoff co_thick=\"2px\"]\r\nMeet the Speakers\r\n\r\nEduardo Garcia\r\nPrincipal Solutions Consultant\r\n\r\nMaiara Munhoz\r\nAnalista S\u00eanior de Ind\u00fastria na divis\u00e3o de Esterprise Communications da Frost & Sullivan na Am\u00e9rica Latina\r\n[mktoform cta_header=\"Participe do Webinar\" cta_button=\"Inscreva-se Agora\" cms_hold=\"RG\" landing_id=\"66306\" cid_id=\"7010d000000mWqp\"]<\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row” el_class=”section_header” css=”.vc_custom_1533567890890{background-image: url(https:\/\/www.genesys.com\/media\/c1239804-v5-webinars.jpg?id=84847) !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”2\/3″][vc_column_text] Descubra tend\u00eancias e novidades com especialistas, analistas e clientes [\/vc_column_text][\/vc_column][vc_column width=”1\/3″][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”cta-bar” css=”.vc_custom_1522458207688{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_row full_width=”stretch_row” css=”.vc_custom_1522458201976{padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text] Pr\u00f3ximos webinars [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text] Webinars sob demanda mais populares [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1525395766571{background-color: #23395D !important;}”][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” el_class=”resource-row”][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":7,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-106553","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages\/106553","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/comments?post=106553"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages\/106553\/revisions"}],"predecessor-version":[{"id":207452,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/pages\/106553\/revisions\/207452"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=106553"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}