42 episodes

Customer Experience Insights from Genesys gives consultants, influencers, partners and customers insights into the latest technical and industry topics. Hosted by Scott Nagel, Genesys Consultant Program Manager, this bi-weekly series is a “must listen” for anyone who wants to stay on top of key industry trends, including Contact Center as a Service, workforce engagement management, AI, digital channels, bots, and more.

Customer Experience Insights Genesys Influencer Relations

    • Wirtschaft

Customer Experience Insights from Genesys gives consultants, influencers, partners and customers insights into the latest technical and industry topics. Hosted by Scott Nagel, Genesys Consultant Program Manager, this bi-weekly series is a “must listen” for anyone who wants to stay on top of key industry trends, including Contact Center as a Service, workforce engagement management, AI, digital channels, bots, and more.

    Episode 39 - The Path Towards Experience as a Service

    Episode 39 - The Path Towards Experience as a Service

    Exploring the book Empathy in Action – Pt. 3: The Path Towards Experience as a Service
    This is the third episode in our podcast series highlighting key takeaways from Empathy in Action, the bestselling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. Listen as we interview Lori Bocklund, an influential consultant, and Dr. Natalie about the key takeaways from chapters 6-9, focusing on the Four Systems of Experience Orchestration and how technology is enabling Experience as a Service. Get the book here.
     

    • 31 min
    Episode 38 - Shifting from Business Centric to Customer and Employee Centric

    Episode 38 - Shifting from Business Centric to Customer and Employee Centric

    Exploring the book Empathy in Action – Pt. 2: Shifting from Business Centric to Customer and Employee Centric
    This is episode 2 in a four-part series highlighting key takeaways from Empathy in Action, the new, best-selling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview influential consultant and speaker Robert Harris about his key takeaways from chapters 1-5. Discussion points include why putting Empathy into Action is critical today and why you must empower your business to deliver employee-centric experiences and build employee trust. Get the book here.
     

    • 25 min
    Episode 37 - Exploring the book Empathy in Action – Pt. 1

    Episode 37 - Exploring the book Empathy in Action – Pt. 1

    Exploring the book Empathy in Action – Pt. 1: How to Put Empathy Into Action in Your Customer Experience-This is the first in a four-part series highlighting key takeaways from Empathy in Action, a new book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview author and speaker Adrian Swinscoe about his recent article about the book on Forbes.com. Discussion points include building an empathetic musculature, blind spots to avoid, and utilizing advanced technology. Get the book here.
     
     

    • 25 min
    Episode 36 - Leveraging AI to Build Customer Empathy

    Episode 36 - Leveraging AI to Build Customer Empathy

    Leveraging AI to Build Customer Empathy - and Other CX Trends for 2022 and Beyond - In this podcast, Claire Beatty, Sr. Director, Thought Leadership, Genesys, and Ginger Conlon, Director, Thought Leadership, Genesys, discuss the report: The Top CX Trends for 2022 and Beyond, focusing on Trend 4: Leveraging AI to Build Customer Empathy.

    • 18 min
    Episode 35 - Genesys Cloud CX in 2022

    Episode 35 - Genesys Cloud CX in 2022

    Genesys Cloud CX in 2022: What’s New, What’s Coming - Jim Whatton, VP, Americas Solution Consulting, Genesys, joins host Scott Nagel and discusses the latest Genesys Cloud CX capabilities, pricing updates, and what to look forward to in 2022.

    • 12 min
    Episode 34 - GigCX is Future-proofing Customer Service

    Episode 34 - GigCX is Future-proofing Customer Service

    Genesys and Limitless- How GigCX is Transforming and Future-proofing Customer Service - In this podcast, Cherie Landman, VP of Sales, Limitless, and Nick Chaillier, Industry Executive, Genesys, discuss the power of the Genesys and Limitless partnership, how GigCX can augment and future proof your customer service strategy, and the value it brings to the retail industry.
     
     

    • 18 min

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