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Customer Experience Insights

Customer Experience Insights

Business

Episode 21 - How Design Thinking Puts the

Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action

2021-06-22
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In this podcast, Cameron Smith, VP of WEM Product Management at Genesys, takes listeners through the highly effective process of Design Thinking and shares insights into how it, when implemented properly, can transform and improve the day to day life of agents and other contact center supervisors and managers.

 

view more

More Episodes

Episode 39 - The Path Towards Experience as a Service
2022-04-26
Episode 38 - Shifting from Business Centric to Customer and Employee Centric
2022-04-13
Episode 37 - Exploring the book Empathy in Action – Pt. 1
2022-03-29
Episode 36 - Leveraging AI to Build Customer Empathy
2022-03-15
Episode 35 - Genesys Cloud CX in 2022
2022-02-27
Episode 34 - GigCX is Future-proofing Customer Service
2022-01-18
Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017
2022-01-04
Episode 32 - Is Your Contact Center Inclusive?
2021-12-14
Episode 31 - Why Pointillist Acquisition is a Game Changer
2021-12-03
Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service
2021-11-16
Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise
2021-11-02
Episode 28 - Rethinking WEM – It’s all about the Employee Experience
2021-10-19
Episode 27 - The Correlation Between Human Values and High-Performing Agents
2021-10-05
Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement
2021-09-14
Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity
2021-08-31
Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model
2021-08-11
Episode 23 - How to Build Trust and Loyalty with Today's Disconnected Consumers
2021-07-27
Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome
2021-07-07
Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys' new Ascend Partner Program
2021-06-08
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