Customer Experience Insights

Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise

In this episode, Scott Nagel interviews Jason Alley, Senior Director of Product Marketing at Genesys, to discuss Composable CX - what it is and how it is helping companies differentiate faster, adapt easier, and architect better.
 

Episode 28 - Rethinking WEM – It’s all about the Employee Experience

In this episode, Merijn Te Booij returns to provide an insightful update into how Genesys is rethinking WEM now and in the future, and why undertaking digital transformation without considering employee engagement is doomed to fail.

Episode 27 - The Correlation Between Human Values and High-Performing Agents

In this episode, Claire Beatty and Ginger Conlon return to discuss their new and insightful Human Values Study on engaging high-performing contact center agents based on their top personal values.

Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement

In this podcast, Gordon Sexton, an Industry designer at Genesys, explains the value that end-to-end journey orchestration brings companies, and how it’s fueled by rich data from Genesys and strategic partners like Adobe.
 

Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity

In this podcast, Scott Nagel interviews Erica Deahl, Senior Manager of Solution Consulting at Genesys. She explains the power that the new Genesys DX solution set brings to companies, and how AI powered support enables them to meet their customers where they are, allowing agents to me more empathetic in their engagement, while improving productivity.
 

Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model

In this podcast, Tim Keighley, Director of Pricing at Genesys, explains why providing customers control and flexibility is critical to the success of a pricing model, and how Genesys Choice is successfully simplifying pricing for customers.

Episode 23 - How to Build Trust and Loyalty with Today's Disconnected Consumers

In this podcast, Scott Nagel interviews Genesys thought leaders, Claire Beatty and Ginger Conlon, about their timely new global study: The Connected Customer Experience, CX defines brand success for consumers today.

Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome

In this podcast, David Farrell, Director of AI product management at Genesys, explains the value of Predictive Routing and how it utilizes AI to better understand customer intent and agent skillset allowing a more personalized customer experience - leading to improved business outcomes such as average handle time and transfer rate.