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Customer Experience Insights

Customer Experience Insights

Business

Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017

Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017

2022-01-04
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The State of Customer Experience and How It’s Shifted Since 2017 - In this episode, Genesys leaders Claire Beatty, Sr. Director, Thought Leadership, and Janelle Dieken, SVP, Content Marketing, discuss The State of Customer Experience Report, comparing the trends that have occurred since the last report in 2017, and how consumers prefer to interact with a business, their satisfaction with different channels, and what they value in a customer experience.

 

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Episode 39 - The Path Towards Experience as a Service
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Episode 37 - Exploring the book Empathy in Action – Pt. 1
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Episode 36 - Leveraging AI to Build Customer Empathy
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Episode 35 - Genesys Cloud CX in 2022
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Episode 34 - GigCX is Future-proofing Customer Service
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Episode 31 - Why Pointillist Acquisition is a Game Changer
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Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service
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Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise
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Episode 28 - Rethinking WEM – It’s all about the Employee Experience
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Episode 27 - The Correlation Between Human Values and High-Performing Agents
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Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement
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Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity
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Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model
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Episode 23 - How to Build Trust and Loyalty with Today's Disconnected Consumers
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Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome
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Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action
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Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys' new Ascend Partner Program
2021-06-08
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