Tech Talks in 20
S2 Ep. 10 What’s hot at Enterprise Connect 2022

S2 Ep. 10 What’s hot at Enterprise Connect 2022

April 14, 2022

It’s great to be back at the exhibit hall in person. Our hosts, Ginger Conlon and Michael Logan, report from Enterprise Connect 2022 and share their takes on the latest trends in customer experience (CX) technology. Highlights include: The value of artificial intelligence (AI) continues to grow as CX leaders expand their goals for the technology beyond increasing efficiency to improving customer and employee experiences. Another trend is combining the power of Contact Center as a Service (CCaaS) with Unified Communications as a Service (UCaaS) to help organizations deliver a more relevant and connected customer experience. And “Why cloud?” is no longer the question. Today, it’s “Why not cloud?” Listen in to get full details.

S 2 Ep. 9 Why composable CX is the future

S 2 Ep. 9 Why composable CX is the future

March 28, 2022

The future of customer experience (CX) is composable. We’re hearing that a lot these days. But what is composability and how will it affect customer and employee experience? In this episode, two oracles of composability at Genesys, Jack Nichols, Vice President of Product Management, and Jason Alley, Senior Director of Product Marketing, join our hosts to delve into the key components of a composable CX platform and ecosystem. They also clearly define composability and explain how it enables faster innovation and better resilience. The conversation is packed with insights that dig beneath the surface of composable technology concepts to explore what it means to operate as a composable organization. 

S2 Ep. 8 AI and the Customer-Centric Enterprise

S2 Ep. 8 AI and the Customer-Centric Enterprise

February 10, 2022

Companies in every industry are looking for a way to differentiate themselves. Using artificial intelligence (AI) to enhance the customer experience (CX) is already proven to be that differentiator for some organizations — and more than three-quarters of CX leaders surveyed for the GenesysAI comes of agereport agree that AI will be a critical part of their CX operations in the coming years. Companies using AI across the organization to make predictions and provide real-time insights in multiple areas of CX are seeing the greatest impact. In this episode of Tech Talks in 20, Brett Weigl, Senior VP and General Manager for Genesys Digital and AI, joins hosts Michael Logan and Ginger Conlon to discuss using AI to build a more customer-centric enterprise, increase customer loyalty and stand out from a crowded field of competitors. 

S2 Ep. 7 The State of CX: cloud platform maturity

S2 Ep. 7 The State of CX: cloud platform maturity

December 7, 2021

Today’s customers expect a higher level of service than ever before, leaving CX leaders scrambling to deliver and differentiate. Fortunately, cloud platforms are enabling seamless omnichannel access, mass customization and real-time journey orchestration. For today’s CX leaders, moving to the cloud is inevitable – in the latest State of CX report, 70% say they're planning a cloud migration in the near future. The key decision now is how to transition smoothly. In this episode of Tech Talks in 20, Brian Bischoff, SVP for Genesys Cloud Commercial Operations, joins hosts Michael Logan and Ginger Conlon to discuss cloud platform maturity and the importance of choosing the right partner and strategy for your cloud migration.

S2 Ep. 6 Agents want growth opportunities – WEM can help

S2 Ep. 6 Agents want growth opportunities – WEM can help

November 3, 2021

In the contact center, your agents are the key to delivering outstanding customer experiences. And knowing what your agents value most is the key to motivating and retaining your best performers. In this episode, hosts Michael Logan and Ginger Conlon discuss what high-performing agents value according to the Human Values Report, a global study of nearly 17,000 agents. Cam Smith, Vice President of Product Management for Workforce Engagement Management at Genesys, adds his insights on how CX leaders can align employee and organizational goals, foster a sense of belonging and purpose, and provide personalized development opportunities for every employee. With AI-powered workforce engagement tools, it’s easier than ever.

S2 Ep. 5 Deliver empathy at scale with conversational AI

S2 Ep. 5 Deliver empathy at scale with conversational AI

September 15, 2021

Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number of contact centers. Increasingly, customer experience leaders identify artificial intelligence (AI) as a top tech priority.

In this episode, hosts Michael Logan and Ginger Conlon are joined by Erica Mayshar, Senior Manager of Solutions Consulting at Genesys, to discuss the key elements of a successful conversational AI implementation. Far more than a deflection strategy, AI can enhance the customer journey and drive revenue. And with the right approach, contact centers can integrate AI-driven bots seamlessly for a fluid, satisfying customer experience.

S2 Ep. 4 Engage customers through social channels

S2 Ep. 4 Engage customers through social channels

September 1, 2021

Social media connects people — with family, friends and even brands. It’s quickly becoming an important channel for contact centers, too. The broad visibility of social channels means your responses and interactions are public, so the stakes are high.

In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, talks about the unique challenges of social media engagement, the role of video in customer interactions and the power of cloud technology to enable seamless omnichannel experiences with less burden on the contact center.

S2 Ep. 3 Meet your customers on their preferred channels

S2 Ep. 3 Meet your customers on their preferred channels

August 16, 2021

The digital world moves fast, with new channels popping up and capabilities evolving constantly. As your customers adopt these new communication options, their behaviors change — and so do their expectations.

In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, offers her insights into how contact centers can adapt to the changes and still deliver an outstanding customer experience. The bottom line: Meet customers where they want to be. And that means more than just showing up on the right channels. You also need the right technology. With rich media, artificial intelligence (AI)-powered bots and predictive engagement, you can deliver on customers’ expectations for speed, convenience and empathy on every channel they choose.

S2 Ep. 2 Drive productivity with workforce engagement

S2 Ep. 2 Drive productivity with workforce engagement

July 28, 2021

A more engaged workforce is a more productive workforce. Getting — and keeping — your employees engaged requires a smart combination of culture, information and technology.

In this episode, Michael Logan, Senior Strategic Sales Consultant at Genesys, and Ginger Conlon, Thought Leadership Director at Genesys, talk about optimizing your team’s performance. They discuss ways to enhance the agent experience by deflecting repetitive tasks and serving up the most useful content.

An artificial intelligence (AI)-powered assistant frees up agents so they can focus more strategically on complex customer issues. Plus, they’re better informed to make decisions about their time and productivity. 

S2 Ep. 1 Delivering empathy — no agent required

S2 Ep. 1 Delivering empathy — no agent required

July 13, 2021

Delivering empathetic customer experiences doesn’t simply mean being nice. It’s also means truly understanding and meeting your customers’ needs. Sometimes that requires an agent to listen carefully; sometimes it doesn’t require an agent at all. If you’re only able to deliver empathy to your customers when they talk to an agent, you’re missing opportunities to create an outstanding experience.

In this episode, Michael Logan, Senior Strategic Sales Consultant at Genesys, and Ginger Conlon, Thought Leadership Director at Genesys, discuss how to integrate artificial intelligence (AI) and machine learning to better understand your customers’ intent and more effectively meet their needs. That’s the very definition of empathy.