Our Takeaways from Genesys Sales Kickoff 2020: Cloud, Platform, AI – And More AI!
About that hold music…here’s what a recent Genesys survey revealed and you might find some of the findings surprising!
Genesys commissioned surveys in 13 countries to examine consumer opinions on the increasingly automated customer experience: Australia, China, Germany, India, Indonesia, Japan, Malaysia, New Zealand, Singapore, South Korea, Thailand, the U.K. and the U.S. Survey participants were asked to choose their favorite hold music from among 10 music types.
A little bit country, a little bit rock ‘n roll!
With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as “contact center” and “customer service” offerings, the evolution of CRM and other systems which claim they can improve the entire lifecycle of consumer interactions (from discovery to delight), it is getting more difficult to budget for and measure investments.
Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All
As the omnichannel world of CX continues to grow, and it is easier than ever for customers to engage with the brands and services they rely on, more data than ever is being generated that can be harnessed to truly understand behavioral patterns and the relationship of actions to outcomes.
Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming increasingly focused on high-impact, high-value conversations, generally triggered by a problem encountered by a consumer.