Genesys Webinar

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

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Featuring Ross O’Brien from MIT Technology Review Insights

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty.

According to the MIT Technology Review survey, Getting to Iconic, 90% of the iconic firms were managing their customer experience from an omnichannel perspective. This percentage dropped to 66% among those respondents from poor performing firms.

Watch now! Get more insights from the survey. You will also learn:

  • What strategies differentiate an iconic firm from other businesses
  • Which breakthrough technologies will directly impact CX strategies
  • How strategies vary across regions based on maturity and customer expectations

Meet the Speakers

Ross obrien

Ross O’Brien
Senior Contributing Editor, MIT Technology Review Insights

Webinar janelle mattews

Janelle Matthews
SVP, Product Marketing


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