On-demand webinar

From frustration to personalization: Making omnichannel a reality in 2023

Delivering an omnichannel experience has never been more important as customers engage in new channels, demand more personalization and seek a blend of robust self-service and empathetic support. But success in achieving this is more difficult than ever.

Join Brian Cantor and Elcenora Martinez in this master class and spotlight on the Genesys Cloud™ platform. You’ll learn what it will take to finally make omnichannel a reality.

Key topics include:  

  • New research into what customers want from omnichannel and where brands fall short
  • The biggest causes of agent frustration and what’s making matters worse
  • Keys to reorchestrating customer journeys and heightening personalization at all touchpoints
  • Strategies for harnessing AI to better identify and address agent frustration
  • Solutions to the biggest contact center technology mistakes

Meet the Speakers

Elcenora Martinez
SVP, Product Marketing, Digital & AI

Brian Cantor
Principal Analyst & Director
CEI, CCW Digital