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 30 - Retail CX: Transform Customer Calls through Visual Self-Service
In this episode, Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows, Partnerships and Business Development leader at Zappix, discuss how Visual IVR is transforming and simplifying the retail customer experience, moving voice customers to a digital and visual experience via on-demand apps, SMS, video and email.
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.