The cost savings of self-service have long been a focus for banks, but a “big picture” viewpoint begs the question: What’s the lost revenue risk from not having in-person...
In recent months, generative artificial intelligence (AI) has become a mainstream topic, thanks to the popularity of ChatGPT, a publicly available natural language processing (NLP) tool driven by AI...
The quality of your customer relationships and their experiences define your success. Time-strapped customers want personalized, hassle-free interactions across many channels. This includes digital channels as well as physical...
In a world where customers have more choices about how they bank than ever before, customer experience (CX) is critically important. Delivering great customer experience in banking is a...
This year has proven to be a year filled with ups and downs. From rising consumer and employee expectations to the promise of a post-pandemic “new normal,” to a...
Whether they’re serving in a clinical or non-clinical role, healthcare providers have a strong desire to help patients and truly care for others. The care team knows that each...
Healthcare providers are placing more emphasis on care than ever before. They’re shifting to a new paradigm for service interactions that not only aims to provide care and customer...
Email is likely already part of your contact center’s communication strategy. But are you truly making the most out of it? With more contact centers embracing new digital channels,...
Nearly 3 million customer service jobs exist in the US. Call center software isn’t industry specific. Companies across industries, such as healthcare, financial services, eCommerce, retail, technology, business process...
Today, we proudly claim Genesys Cloud CX™ as the de facto modern Experience Orchestration platform. In January 2020, I painted a picture of the Genesys transformation in becoming the...
