Genesys Webinar

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

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 O’Brien
Senior Contributing Editor, MIT Technology Review Insights

Janelle Matthews
SVP, Product Marketing