Tech Talks in 20 Tech Talks in 20

Driving business performance by improving the customer and employee experience is a top priority for most organizations today. Understanding and adopting tech solutions that enables those improvements was top of mind for attendees of the customer experience and communications technology conference Enterprise Connect 2024. Join us as we recap the three hottest topics discussed at the show: artificial intelligence, especially generative AI; employee experience technologies, including AI tools; and experience transformation.

understanding. These expectations are often driven by their experiences with organizations in other industries. Nearly two-thirds of 61% of banking executives say continuous innovation is raising customer expectations — and 45% say they’re failing to keep pace with those expectations. 

In this episode of Tech Talks in 20, David Porter, Managing Director, Global Banking Industry, examines the evolving CX technology landscape in financial services. He also shares his advice on how financial services firms can make the greatest impact with their CX technology investments now and over the next few years.

Orchestrating the experiences consumers expect today requires more than even the most robust customer experience platform on its own. Organizations must integrate channels, data and systems to create personalized, seamless end-to-end journeys and continually optimize them. In this episode, Joe Wheeler, CEO of CX/Digital and best-selling author of The Digital-First Customer Experience, explores how technology convergence is enabling this in ways never before imaginable — opening opportunities to reinvent the service experience so completely that by 2030, it could look nothing like it does today.

n this episode of Tech Talks in 20, Harshali Desai, Principal Product Manager, Knowledge, at Genesys, explores how to think about knowledge management from the outside in, balancing the experiences organizations want to deliver through knowledge with the experiences customers and employees expect. She also discusses how reimagining knowledge management can streamline journeys and improve business outcomes.

In this episode, Mitch Mason, Principal Product Manager, Genesys Conversational AI, provides easy ways to improve the chatbot experience, as well as practical tips on using bots to streamline customers journeys, improve satisfaction and increase issue resolution.

In this episode, Rahul Garg, VP Product, AI and Conversational AI at Genesys, explains how organizations are using conversational, generative and predictive AI to optimize the customer experience and enhance the employee experience. He also predicts the next big thing in AI for orchestrating engaging and empathetic experiences.