ContactBabel Report

The Inner Circle Guide to Customer Engagement & Personalization

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The building blocks of personalization & customer engagement

Customer personalization has long been within the remit of organizations’ marketing departments
which, despite doing so at scale, try to make new and existing customers feel that offers and products
are tailored specifically for them.

Moving beyond the mass-production model employed historically in many contact centers, customer
personalization has recently become of great interest to businesses looking to improve their customer
experience within the contact center and other service channels.

By doing so, businesses aim to extend the positive reach of the brand beyond the original marketing
touch points, keeping customers positively engaged and turning them into loyal, long-term advocates
for the organization.

Download this new report to learn more about the importance of customer engagement and personalization in the contact center.

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.