{"id":600462,"date":"2025-10-27T06:30:31","date_gmt":"2025-10-27T13:30:31","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/how-a-unified-customer-view-helped-aia-new-zealand-level-up-service"},"modified":"2025-10-27T06:31:12","modified_gmt":"2025-10-27T13:31:12","slug":"how-a-unified-customer-view-helped-aia-new-zealand-level-up-service","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/pt-br\/webinars\/how-a-unified-customer-view-helped-aia-new-zealand-level-up-service","title":{"rendered":"How a unified customer view helped AIA New Zealand level up service"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;mb-1&#8243;]<\/p>\n<p class=\"pre_h1\"><strong> Webinar on-demand<\/strong><\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1><strong data-start=\"378\" data-end=\"474\">Como uma vis\u00e3o unificada do cliente ajudou a AIA New Zealand a elevar o n\u00edvel do atendimento<\/strong><\/h1>\n<p>Descubra 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.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701Ht000001CUQOIA4\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/600462?thankyou=600462&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/600462\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"pt-br\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/600462\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"600462\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email Corporativo\" placeholder=\"Email Corporativo\">\n        <label for=\"fe192\">Email Corporativo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nome\">\n        <label for=\"fe190\">Nome<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Sobrenome\">\n        <label for=\"fe191\">Sobrenome<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">Vice Presidente<\/option><option value=\"Director\">Diretor<\/option><option value=\"Manager\">Gerente<\/option><option value=\"Principal\">Presidente<\/option><option value=\"Engineer \/ Architect\">Engenheiro\/Arquiteto<\/option><option value=\"Consultant\">Consultor<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Parceiro<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe219\">N\u00edvel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Seguros<\/option><option value=\"Collections\">Cobran\u00e7as<\/option><option value=\"Contact Center Management\">Gerenciamento de Contact Center<\/option><option value=\"Customer Experience\">Experi\u00eancia do cliente<\/option><option value=\"Customer Service\">Atendimento ao cliente<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Canais digitais<\/option><option value=\"Finance\">Finan\u00e7as<\/option><option value=\"Human Resources\">Recursos Humanos<\/option><option value=\"Influencer\">Influenciador<\/option><option value=\"Information Technology\">Tecnologia da Informa\u00e7\u00e3o<\/option><option value=\"IT Architecture\">Arquitetura de TI<\/option><option value=\"IT Infrastructure\">Infraestrutura de TI<\/option><option value=\"IVR\">URA<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Opera\u00e7\u00f5es\/Gerenciamento de Processos<\/option><option value=\"Production Management\">Gerenciamento de Produ\u00e7\u00e3o<\/option><option value=\"Purchasing\">Compras<\/option><option value=\"Sales\">Vendas<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe218\">Fun\u00e7\u00e3o<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Empresa\">\n        <label for=\"fe193\">Empresa<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefone\">\n        <label for=\"fe215\">Telefone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pa\u00eds<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">Estado<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Cidade\">\n        <label for=\"fe226\">Cidade<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Cargo\">\n        <label for=\"fe220\">Cargo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Servi\u00e7os banc\u00e1rios<\/option><option value=\"Business Services\">Presta\u00e7\u00e3o de servi\u00e7os a empresas<\/option><option value=\"Capital Markets\">Mercado de Capitais<\/option><option value=\"Communications\">Ag\u00eancia de Comunica\u00e7\u00e3o<\/option><option value=\"Consumer Products\">Bens de Consumo<\/option><option value=\"Defense & Intelligence\">Defesa & Intelig\u00eancia<\/option><option value=\"Education & Non-Profit\">Educa\u00e7\u00e3o<\/option><option value=\"Energy & Utilities\">Energia & Utilities<\/option><option value=\"Entertainment\">Entretenimento<\/option><option value=\"Government\">Governo<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Bioci\u00eancia<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Provedores<\/option><option value=\"Retailers\">Varejo<\/option><option value=\"Technology\">Tecnologia<\/option><option value=\"Travel & Hospitality\">Viagem & Hospedagem<\/option><option value=\"Retail Banking\">Banco de Varejo<\/option><option value=\"Other\">Outro<\/option>\n        <\/select>\n        <label for=\"fe221\">Ind\u00fastria<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Apenas pesquisando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de neg\u00f3cios<\/option><option value=\"Comparing solutions\">Comparando solu\u00e7\u00f5es<\/option><option value=\"Ready for a conversation\">Pronto para uma conversa<\/option>\n        <\/select>\n        <label for=\"fe222\">N\u00edvel de Interesse<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">Entre 1 e 20<\/option><option value=\"21-50\">De 21 a 50<\/option><option value=\"51-100\">De 51 a 100<\/option><option value=\"101-300\">De 101 a 300<\/option><option value=\"301-500\">De 301 a 500<\/option><option value=\"501-1000\">De 501 a 1.000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Sem contact center<\/option><option value=\"Don't Know\">N\u00e3o sei<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de posi\u00e7\u00f5es de agentes<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Sim. Gostaria de receber informa\u00e7\u00e3o sobre a Genesys via e-mail ou telefone.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Gostaria de ser contatado por um especialista do CX.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Assista agora\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Assista agora\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p data-start=\"31\" data-end=\"371\">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 <em data-start=\"318\" data-end=\"357\">\u201cO Cen\u00e1rio da Experi\u00eancia do Cliente\u201d<\/em> da Genesys.<\/p>\n<p><\/p>\n<p data-start=\"373\" data-end=\"578\">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.<\/p>\n<p><\/p>\n<p data-start=\"580\" data-end=\"919\">Participe deste encontro com <strong data-start=\"609\" data-end=\"650\">Luke Longney (CIO da AIA New Zealand)<\/strong>, <strong data-start=\"652\" data-end=\"684\">David Okulicz (CEO da Kytec)<\/strong>, <strong data-start=\"686\" data-end=\"722\">Hannah Brown (RVP da Salesforce)<\/strong> e <strong data-start=\"725\" data-end=\"755\">Kyle Kuntz (VP da Genesys)<\/strong>, 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.<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-md-offset-1 vc_col-md-5&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4>Assista e tenha acesso a:<\/h4>\n<p>[\/vc_column_text][vc_column_text ct_style=&#8221;key-list&#8221; css=&#8221;&#8221; ct_key=&#8221;01&#8243;]<\/p>\n<p class=\"text-20\">Estrat\u00e9gias comprovadas para preparar seu contact center para o futuro e escalar com agilidade<\/p>\n<p>[\/vc_column_text][vc_column_text ct_style=&#8221;key-list&#8221; css=&#8221;&#8221; ct_key=&#8221;02&#8243;]<\/p>\n<p data-start=\"133\" data-end=\"261\">&lt;p class=&#8221;text-20&#8243;&gt;Um guia pr\u00e1tico para uma opera\u00e7\u00e3o de atendimento unificada \u2014 eliminando silos de dados e aprimorando o desempenho dos agentes.&lt;\/p&gt;<\/p>\n<p><\/p>\n<p data-start=\"263\" data-end=\"336\">\n<p>[\/vc_column_text][vc_column_text ct_style=&#8221;key-list&#8221; css=&#8221;&#8221; ct_key=&#8221;03&#8243;]<\/p>\n<p class=\"text-20\">3 benef\u00edcios de integrar as tecnologias do seu contact center e CRM<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">Conhe\u00e7a os Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/4&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/340x340-Headshot-Kyle-Kuntz-Genesys.png\" alt=\"Kyle Kuntz\" ><\/div><div class=\"details\"><p class=\"name h5\">Kyle Kuntz<\/p><p class=\"info\">VP, Global Tech Partnerships, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/4&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/340x340-Headshot-Luke-Longney-AIA-New-Zealand.png\" alt=\"Luke Longney\" ><\/div><div class=\"details\"><p class=\"name h5\">Luke Longney<\/p><p class=\"info\">CIO, AIA New Zealand<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/4&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/340x340-Headshot-David-Okulicz-Kytec.png\" alt=\"David Okulicz\" ><\/div><div class=\"details\"><p class=\"name h5\">David Okulicz<\/p><p class=\"info\">Kytec, CEO<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/4&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/340x340-Headshot-Hannah-Brown-Salesforce.png\" alt=\"Hannah Brown\" ><\/div><div class=\"details\"><p class=\"name h5\">Hannah Brown<\/p><p class=\"info\">Salesforce, RVP, Strategic Partnerships<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;mb-1&#8243;] Webinar on-demand [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Como uma vis\u00e3o unificada do cliente ajudou a AIA New Zealand a elevar o n\u00edvel do atendimento Descubra 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 [&hellip;]<\/p>\n","protected":false},"author":596,"featured_media":0,"template":"","tax_priority":[54],"tax_contenttheme":[14921,14856],"tax_bundle":[],"tax_contenttheme2":[16179,16142],"tax_capability_sitewide":[16208],"tax_products_programs":[17539],"tax_buying_job":[16713,18596,16662,18555],"tax_buyer_persona":[16877,16910],"tax_sector":[17043,16945,16985,17019,16958,17057],"tax_segment":[17097],"class_list":["post-600462","webinars","type-webinars","status-publish","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-level-up-your-technology-pt-br","tax_contenttheme-melhore-a-experiencia-do-cliente","tax_contenttheme2-level-up-your-technology-pt-br","tax_contenttheme2-improve-customer-experience-pt-br","tax_capability_sitewide-ai-and-automation-pt-br","tax_products_programs-genesys-cloud-cx-pt-br","tax_buying_job-job-4-supplier-selection-pt-br","tax_buying_job-job-4-supplier-selection-pt-br-2","tax_buying_job-job-2-solution-exploration-pt-br","tax_buying_job-tarefa-2-exploracao-de-solucoes","tax_buyer_persona-business-pt-br","tax_buyer_persona-technical-pt-br","tax_sector-retail-pt-br","tax_sector-financial-pt-br","tax_sector-industrial-pt-br","tax_sector-public-pt-br","tax_sector-healthcare-pt-br","tax_sector-technology-pt-br","tax_segment-enterprise-pt-br","tax_content_type-video-pt-br","tax_set-video"],"acf":{"utm_pass":false,"asset_expiration":"","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/8e6qSxKo2_E?si=HnBJISlkb4isZ4eU\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","is_zoom":false,"resource_next_steps":[{"ID":497863,"post_author":"906","post_date":"2023-11-30 13:00:35","post_date_gmt":"2023-11-30 21:00:35","post_content":"","post_title":"CX Cloud from Genesys and Salesforce Demo","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cx-cloud-genesys-salesforce-on-demand-demo","to_ping":"","pinged":"","post_modified":"2025-12-12 08:24:20","post_modified_gmt":"2025-12-12 16:24:20","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=497863","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":553764,"post_author":"751","post_date":"2025-01-17 07:22:51","post_date_gmt":"2025-01-17 15:22:51","post_content":"[vc_section flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<p class=\"resource-type text-16 font-weight-bold\">CX Cloud da Genesys e Salesforce:<\/p>\r\n\r\n<h1>Aproveitando a IA para melhorar a experi\u00eancia do cliente<\/h1>\r\n<p class=\"subtitle \">As organiza\u00e7\u00f5es que desejam oferecer experi\u00eancias completas ao cliente precisam ir al\u00e9m de integra\u00e7\u00f5es b\u00e1sicas e adotar uma abordagem integrada para CRM, CCaaS e WEM.<\/p>\r\n[\/vc_column_text][vc_column_text css=\"\"]Na economia da experi\u00eancia de hoje, as organiza\u00e7\u00f5es enfrentam desafios em todas as \u00e1reas de CX. As prefer\u00eancias de canais est\u00e3o em constante mudan\u00e7a; as expectativas para as equipes de atendimento ao cliente est\u00e3o mais altas do que nunca; e solu\u00e7\u00f5es fragmentadas de Contact Center as a Service (CCaaS), CRM e gerenciamento de engajamento da for\u00e7a de trabalho (WEM) dificultam a capacidade dos agentes de oferecer respostas personalizadas.\r\n\r\nPara permanecerem competitivas e se destacarem por meio de CX, as empresas precisam adotar uma abordagem integrada que combine CRM, CCaaS, WEM e intelig\u00eancia artificial (IA). Isso permite melhorar a efici\u00eancia, conectar dados para alimentar modelos de IA e controlar os custos operacionais gerais do contact center.\r\n\r\n<strong>Baixe o relat\u00f3rio agora<\/strong> e descubra como construir uma abordagem hol\u00edstica para os sistemas cr\u00edticos do seu contact center.\r\n\r\nVoc\u00ea obter\u00e1 insights como:\r\n<ul>\r\n \t<li>Abordar os principais desafios do contact center para impulsionar a efici\u00eancia<\/li>\r\n \t<li>Unificar pilhas de tecnologia para reduzir custos e aumentar o CSAT<\/li>\r\n \t<li>Conectar dados dos clientes para habilitar jornadas impulsionadas por IA<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"5\/12\"][mktoform form_p_target=\"custom\" cta_button=\"Baixe agora\" form_known=\"noknown\" form_reach=\"noreach\" form_type=\"advanced\" 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width=\"1\/2\"][vc_column_text css=\".vc_custom_1718633767899{margin-bottom: 10px !important;}\"]\r\n<p class=\"pre_h1\">On-demand webinar<\/p>\r\n[\/vc_column_text][vc_column_text css=\".vc_custom_1731427719951{margin-bottom: 20px !important;}\"]\r\n<h1 class=\"h2\">AAA Washington: Unifying the contact center and CRM for better customer experiences<\/h1>\r\n[\/vc_column_text][vc_column_text css=\"\"]Discover how AAA Washington is transforming contact center operations, elevating customer interactions and reducing total cost of ownership (TCO) with CX Cloud from Genesys and Salesforce[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" el_id=\"form\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][mktoform form_p_target=\"custom\" cta_button=\"Watch now\" form_known=\"noknown\" form_reach=\"noreach\" form_type=\"advanced\" advance_fields=\"%5B%7B%22af_type%22%3A%22text%22%2C%22af_label%22%3A%22Number%20of%20Employees%22%2C%22af_lid%22%3A%22fe460%22%2C%22af_lname%22%3A%22reusableField01Label%22%2C%22af_id%22%3A%22fe461%22%2C%22af_name%22%3A%22reusableField01Value%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%2C%7B%22af_type%22%3A%22checkbox%22%2C%22af_label%22%3A%22I%20agree%20to%20receive%20emailed%20reports%2C%20articles%2C%20and%20event%20invitations.%20I%20understand%20I%20may%20unsubscribe%20at%20any%20time%20by%20clicking%20the%20link%20included%20in%20emails.%22%2C%22af_lid%22%3A%22fe462%22%2C%22af_lname%22%3A%22reusableField02Label%22%2C%22af_id%22%3A%22fe463%22%2C%22af_name%22%3A%22reusableField02Value%22%2C%22af_required%22%3A%22not-required%22%2C%22af_opt_design%22%3A%22stacked%22%2C%22select_option%22%3A%22%255B%257B%257D%255D%22%7D%2C%7B%22af_type%22%3A%22label%22%2C%22af_label%22%3A%22By%20submitting%20this%20form%2C%20you%20agree%20to%20have%20your%20contact%20information%2C%20including%20email%2C%20passed%20on%20to%20the%20sponsors%20of%20this%20webinar%20for%20the%20purpose%20of%20following%20up%20on%20your%20interests.%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\" cms_hold=\"RG\" cid_id=\"7014X000003AgAJQA0\" url=\"https:\/\/www.genesys.com\/campaign\/aaa-washington-unifying-the-contact-center-and-crm-for-better-customer-experiences-thank-you\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]AAA Washington faced multiple challenges with legacy systems that hindered customer service efficiency and created silos within its different lines of business. Leveraging the power of CX Cloud from Genesys and Salesforce, AAA Washington is eliminating disparate systems, improving customer satisfaction and increasing operational efficiency.\r\n\r\nJoin Naila Mendenhall, IT Program Manager at AAA Washington, and discover how CX Cloud from Genesys and Salesforce is empowering the organization to break down silos, enhance cross-team collaboration and deliver superior customer experiences. During the session, you\u2019ll also hear from Mason Nelson, Service Engagement Specialist at Salesforce, on how integrating customer experience (CX) and CRM solutions can drive increased productivity, seamless customer journeys and future-proof business strategies.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][component_card background_color=\"bgc-lgray\" card_design=\"mini\"]\r\n<h3 class=\"text-20\">Watch the session now and gain insights on:<\/h3>\r\n<ul>\r\n \t<li style=\"list-style-type: none;\">\r\n<ul>\r\n \t<li class=\"text-20\"><span style=\"font-size: 16px;\">How CX Cloud by Genesys and Salesforce increases agent efficiency and improves CX personalization<\/span><\/li>\r\n \t<li class=\"text-20\"><span style=\"font-size: 16px;\">Developing a practical, use case driven approach on artificial intelligence offerings from both companies<\/span><\/li>\r\n \t<li class=\"text-20\"><span style=\"font-size: 16px;\">Strategies for rolling out a unified CX and CRM platform across all business units<\/span><\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\n[\/component_card][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" el_class=\"justify-content-center\"][vc_column width=\"1\/3\"][component_bio_block name=\"Naila Mendenhall\" title=\"Program Manager, IT, AAA Washington\" photo=\"547481\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Mason Nelson\" title=\"Service Engagement Specialist, Salesforce\" photo=\"547480\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Greg Thomas\" title=\"Senior Director, Thought Leadership, Genesys\" photo=\"547479\"][\/component_bio_block][\/vc_column][\/vc_row][\/vc_section]","post_title":"AAA Washington Unifying the contact center and CRM for better customer 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