In the banking industry, product differentiation is exceptionally difficult. And customer experience is where financial services companies set themselves far apart from their competition. But offering experiences that consumers...
Banks are investing in bots — often with the expectation of a dramatic decrease in calls. But, data confirms that’s not always the case. Bots handle the easy questions...
Navigating the fast-paced digital landscape with an outdated, complex tech stack poses significant challenges to contact centers. Legacy on-premises call center software hinder growth and efficiency. And they make...
Customers share valuable data with your business every day, including names, phone numbers, addresses, payment information and other personal details that offer rich context and add value. And those...
Earlier this year, we shared our thoughts on generative artificial intelligence (AI) and the considerations we’re applying at Genesys to make this exciting innovation more secure for customers. Along...
As the prominence of ChatGPT rises, companies are increasingly integrating it into their customer experience initiatives. Artificial intelligence (AI) has become a staple in contact center applications — with...
Contact center leaders often face significant challenges in interpreting large volumes of customer data. While the data provides valuable insights into the customer experience, it’s not always immediately obvious....
When it comes to customer experience, the best stories are those that give customers a personalized omnichannel journey. And leading companies are undergoing a CX transformation to deliver those...
The two things consumers globally value most in a service interaction are a fast response and a first-contact resolution, according to the Genesys report “The State of Customer Experience.”...
There are many motivations for contact centers to move to the cloud. For some companies, being on the edge of new technologies gives them a competitive advantage. For others,...
