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Venesa Musovic Guillaume Lead Editor, Customer Experience Magazine	Dennis Wakabayashi Chief Collaboration Officer, Team Wakabayashi	Ginger Conlon Thought Leadership Director, Genesys

Customer Experience Horizons

The future of CX is here.
Get ready for what’s next.

One-third of consumers switched brands in the past year after a negative customer experience. As their expectations for seamless assisted and unassisted customer experience (CX) continue to rise, businesses are under enormous pressure to innovate and optimize customer engagement.

“Customer Experience Horizons” is a new report by MIT Technology Review Insights that explores how businesses across industries will rethink the future of CX, the value proposition for employees and the role of the contact center.

You’ll learn how to:

Build a foundation of journey-based insights to power your contact center
Pinpoint high-impact opportunities to remove friction and enhance contact center performance
Design and build seamless automated and guided journeys to improve customer and employee experiences
Scale your journey insights program using purpose-built technology

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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.

Customer Experience Horizons

The future of CX is here. Get ready for what’s next.

You’ll learn how to:

The future of CX is here.
Get ready for what’s next.