行业资料

Having technology provided and managed by a third-party away from a customer's premises is not a new idea, with service bureaux and ASPs (application service providers) being around for many years. PBX functionality through Centrex has been av...

Customer journey management focuses on the paths your customers take as they seek to achieve a goal, rather than optimizing single interactions at each touchpoint. It’s a shift in mindset that enables you to not only measure, monitor and optimize ...

Customer journey orchestration is an approach journey-centric enterprises use to improve outcomes in real time. It allows companies to deliver the most relevant actions that reflect the context of each customer’s goals and their overall experience...

To continuously maintain and increase profits, retailers need to build brand equity and cultivate customer loyalty. This means staying relevant to their target customers while providing them with easy, empathetic experiences. But customer service ...

If you’re like most contact center leaders, you have separate platforms or tools to measure voice, chat and IVR. The owner of each typically monitors and optimizes their respective channel, hoping this improves overall performance. But when it com...

According to a Wunderman Thompson study, 42% of customers now value a seamless experience as their “top expectation” when interacting with a brand. As Andrew Small, director of digital workplace at BT who was interviewed as part of our research, e...

Building a business case seems straightforward: Propose a solution, include a clear cost-benefit analysis and outline the implementation. Convince your executive sponsor to sign off and you’re on your way. But nothing in the experience economy is ...

When your customers need support, they expect to have a great experience no matter which channel they use. The Head of Call Centers at Barmer GEK, a leading German health insurer, said it best: “Our customers increasingly expect to be able to inte...

A new paradigm for 21st-century companies In the age of 24/7 social media, Amazon reviews, and online forums where both customers and employees can vent their frustrations and gripes, companies offering a poor-quality experience are quickly punish...

Retailers today are focused on building personalized, seamless and streamlined customer experiences. Nearly three-quarters of C-level executives in the retail industry said that improving customer experience (CX) is one of their short-term goals o...

The COVID-19 pandemic pushed consumers online. And with that, more people looked to digital banking tools as a safe and easy way to manage their finances from anywhere. For many financial services providers, this mass migration online has created ...

Millions of customer support agents have been forced to work remotely. And many companies are determining if these agents should return to the contact center, keep working remotely or establish a more flexible hybrid approach. Contact centers now ...

The State of Customer Experience is an ongoing series of consumer and business research related to customer experience (CX). This is the second global survey, executed in April and May 2021 on behalf of Genesys by an independent research firm. It ...

As deployment of AI in customer journeys matures, so does the way in which executives see the technology’s role. Increasingly, AI is coming to be seen not as a ‘robot replacement’ for human interactions, but rather as a ‘helper’, enabling customer...

In recent years, smart companies have seen significant value from using artificial intelligence (AI) technologies to boost their customer experience (CX) offering. Encouraged by these signs of success, smart companies are now motivated to use AI f...

AI comes of age: Putting customers and employees at the heart of data-driven journeys is an article from Economist Impact, sponsored by Genesys. Using a survey of 750 senior customer service, marketing and sales executives worldwide and expert int...

Peter Dorrington, the co-founder of Anthrolytics, a company that specialises in helping businesses to deliver ‘digital empathy’, believes that the importance of being an empathy-driven business is set to supersede that of being a customer experien...

Organisations are adopting artificial intelligence (AI) with expectations of creating better and more personalised customer experience. They also want capabilities that will improve employee engagement and reduce overall operational costs. But rea...