Customer Experience Insights

Genesys Influencer Relations
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Customer Experience Insights

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.

  1. 04/26/2022

    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.

    32 min

  2. 04/13/2022

    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.

    26 min

  3. 03/29/2022

    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

  4. 03/15/2022

    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.

    19 min

  5. 02/27/2022

    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.

    13 min

  6. 01/18/2022

    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.

    19 min

  7. 01/04/2022

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

    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.

    21 min

  8. 12/14/2021

    Episode 32 - Is Your Contact Center Inclusive?

    Is Your Contact Center Inclusive? The Genesys & Be My Eyes Partnership - Making your contact center inclusive may be a lot easier than you’d think. In this podcast, Will Butler, VP of Community, Be My Eyes, and Eric Thomas, Global Diversity, Equity and Inclusion Officer, Genesys, discuss the partnership between companies, why it’s time for all contact centers to be inclusive, and how this partnership is literally changing contact centers and people’s lives for the better.

    20 min
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    About

    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.

    Information

    • Creator
      Genesys Influencer Relations
    • Years Active
      2021 - 2022
    • Episodes
      42
    • Rating
      Clean
    • Copyright
      © Copyright 2022 All rights reserved.
    • Show Website
      Customer Experience Insights

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