Customer Experience Insights

42 Episodes

1. Episode 39 - The Path Towards Experience as a Service

   Published: 26/04/2022
2. Episode 38 - Shifting from Business Centric to Customer and Employee Centric

   Published: 13/04/2022
3. Episode 37 - Exploring the book Empathy in Action – Pt. 1

   Published: 29/03/2022
4. Episode 36 - Leveraging AI to Build Customer Empathy

   Published: 15/03/2022
5. Episode 35 - Genesys Cloud CX in 2022

   Published: 27/02/2022
6. Episode 34 - GigCX is Future-proofing Customer Service

   Published: 18/01/2022
7. Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017

   Published: 4/01/2022
8. Episode 32 - Is Your Contact Center Inclusive?

   Published: 14/12/2021
9. Episode 31 - Why Pointillist Acquisition is a Game Changer

   Published: 3/12/2021
10. Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service

    Published: 16/11/2021
11. Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise

    Published: 2/11/2021
12. Episode 28 - Rethinking WEM – It’s all about the Employee Experience

    Published: 19/10/2021
13. Episode 27 - The Correlation Between Human Values and High-Performing Agents

    Published: 5/10/2021
14. Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement

    Published: 14/09/2021
15. Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity

    Published: 31/08/2021
16. Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model

    Published: 11/08/2021
17. Episode 23 - How to Build Trust and Loyalty with Today's Disconnected Consumers

    Published: 27/07/2021
18. Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome

    Published: 7/07/2021
19. Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action

    Published: 22/06/2021
20. Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys' new Ascend Partner Program

    Published: 8/06/2021