Make Your Contact Center as Hip as a Selfie: 7 Contact Center Trends for 2014
As 2013 draws to a close, I think about the incredible year we have had, what was hot in 2013 and what is trending and expected in our industry in 2014. One trend that I thought was rather fitting was...
View ArticleSaying Welcome in All Channels Is Just Good CX
Benvenuto! Shalom! Welcome! Willkommen! Hola! No matter the language or how you say welcome, it makes the recipient feel at ease, relaxed and accepted. A friendly greeting to your new customers...
View ArticleWind, Fire or Flood—Never Let Disaster Stand in the Way of Great Customer...
Your company provides ideal customer service when conditions are optimal. But what about when something goes wrong, and contact center agents lose access to crucial applications and customer...
View ArticleA Tale of a Successful Proactive Customer Experience for Telecom
It was the best of times, it was the worst of times… This classic Dickens opening could be used to describe the state of customer loyalty in the media and telecommunications industries just about...
View ArticleiBeacon Engages Mobile Customers in a Whole New Way
The innovation heating up in the mobile world is the micro-location technology of Apple’s iBeacon. Last week Fortune wrote how iBeacon is the turning point for mobile engagement. And with US retailers...
View ArticleWhat’s Different About Today’s Multi-Channel Customer Experience?
It’s no secret that today’s customers are engaging with your company over multiple channels and touch points. We’ve all heard the story – winning companies need to deliver a consistent customer...
View ArticleThe Mobile Tide is Rising: Does Your Company Have What It Takes to Float?
Global mobility is growing at a rapid pace. Recent research indicates that mobile penetration has reached 92 percent, and grew by 70 percent between Q4 2012 and Q4 2013. At this rate, IDC predicts...
View ArticleThe Road to Mobile Marketing CX Success! [Infographic]
Mobile Marketing continues on the fast track to transform the Customer Experience (CX) throughout the customer journey. Often times, the mobile customer journey is filled with roadblocks, detours and...
View ArticleMulti-Channel CX: The Next Battleground for Mid-Sized Businesses
The adoption of multi-channel contact centers continues to accelerate, driven by the growth of social and mobile channels, and by the imperative that companies put the customer experience first. In...
View ArticleCan Your Customer Experience Overcome the Switching Economy?
Despite having more data and insights into consumer desires and preferences, companies in the U.S. still face rising churn or switching rates among their customers. According to recent research...
View ArticleG-Force New Orleans: Turn on Great Customer Experience
Genesys has rolled into New Orleans this week as we officially kick off the G-Force 2014 season with a focus on customer experience! The people of New Orleans have a common French saying seen on...
View Article5 Ways to Differentiate Your Mobile Customer Experience
Driving customer loyalty while growing market share means competing aggressively. To do that, you need to differentiate both your products and your customer service. Like many consumers out there, I...
View ArticleCustomer Experience Lessons from the Fast Food Industry
Back in the 1970s, a leading fast food chain adopted the slogan of letting customers, “Have It Your Way.” While the bright colored bell bottom uniforms are long gone and the slogan has evolved, the...
View ArticleDemystifying Digital Channels – Social and Mobile!
Today’s digital channels, including social media and mobile technologies, have radically changed how consumers communicate, interact with, share and spread information. But, while the public adores new...
View ArticleCustomer Experience Experts to Speak at ITEXPO West
This week, our customer experience thought leaders are going to be speaking at ITEXPO hosted by TMCnet in Las Vegas. Genesys experts will participate in five different panels, offering attendees their...
View Article3 Game Changers for Mobile Customer Experience [Webinar]
Today, it’s a mobile-first world, and companies of all sizes are being forced to address demands from mobile consumers. devices and apps. In fact, Yankee Group’s April 2014 Mobile and Connected Devices...
View ArticleMaking the Move to Digital Channels is Easy!
Imagine you walk into a diner and ask for toast, only to be told that it’s not on the menu. As a customer, you would scratch your head wondering why such an important staple isn’t being served. This is...
View ArticleMobile Customer Experience: 3 Game Changers Revisited [Analyst Blog]
Genesys recently held a webinar on The Three Game Changers of Mobile Customer Experience. You can view it on-demand here. For today’s blog, the webinar’s guest analyst speaker, Sheryl Kingstone from...
View ArticleGet Instant Access to Omni-Channel CX from the Cloud
As today’s consumers become more and more impatient, the need for companies to provide “instant gratification” is increasing when it comes to customer experience. This trend not only puts real pressure...
View Article
