Customer Experience Insights

Episode 11 - How to Reduce Customer Effort While Increasing Loyalty - an Interview with CX Index Founder David Heneghan

This podcast features an interview with David Heneghan, Founder of CX Index, a Voice of the Customer Solution and Genesys App Foundry partner. David highlights how CX Index integrates seamlessly with Genesys Cloud and Engage and has proven to reduce customer effort an average of 31% while increasing customer satisfaction 29%. David shares some real-world success stories demonstrating that “when the customer gets a better experience, everyone wins.” 

Episode 10 - How WEM Unleashes the Benefits of Working from Home

Listen to popular industry consultant, speaker and blogger Steve Leaden as he discusses how an integrated WEM solution unleashes the benefits of utilizing work from home contact center agents. Steve provides detailed ROI analysis and discusses real-world benefits to both companies and employees.

Episode 9 - How Multi-cloud Architecture Future Proofs Contact Centers

In this podcast, Tara Griffin, Director of Strategic Solution Sales at Genesys describes the flexibility multi-cloud architecture brings to businesses, allowing them to tailor their infrastructure, deployment and management models to fit their business. 

Episode 8 - Predictive Engagement – Stop Missing Critical Customer Moments and Outcomes

In this podcast, you’ll hear Rik McCrossan, Digital-AI Lead at Genesys, explain how Predictive Engagement can enable contact centers to catch the customer moments that matter the most, and act on them in real-time. He shares real-world success stories where digital sales increased as well as NPS (net promoter scores), demonstrating how predictive engagement makes Experience as a Service happen.

Episode 7 - Beyond the Bots Hype Cycle: How Service Automation and Bots Drive Real ROI

Join host Scott Nagel as he interviews Tim Friebel, Genesys’ North American sales lead for Service Automation. Tim provides a clear view of the value service automation and bots bring to contact centers, including choice and orchestration. He answers the question, “What do you do if you don’t automate everything?” and discusses how easy it is to show a quick ROI when adding service automation and bots to a contact center.

Episode 6 - Three Reasons Contact Centers Belong in the Cloud

Listen as Jim Whatton, VP, North America Solutions Consulting for Genesys, discusses why NOW is the time for contact centers to be cloud-based. He clearly describes the importance of speed to market, ongoing cloud innovations, and why microservices are the key to agility. He also presents a strong case for why he believes Genesys Cloud stands out from the competition.

Episode 5 - Why Your Contact Center Needs Voice Biometrics Today! A Conversation with Quinn Agen of Omillia

Join host Scott Nagel as he interviews Quinn Agen of Omilia, a Genesys App Foundry member. Quinn clearly describes how contact centers that implement Voice Biometrics reduce fraud, decrease call handling time, while greatly improving customer experience. 

Episode 4 - Why Genesys’ WEM is Making Headlines and Winning Awards

Join host Scott Nagel as he discusses Genesys’ Workforce Engagement Management with Michele Fisher from Genesys. She clarifies the differences between WFM and WEM, shares insights into why Genesys stands out among the competition in the WEM space, and provides a glimpse into what features are coming later this year.