Level Up CX Tech

S4 Ep.2 Knowledge management and the customer experience

Research finds that customers want a fast, first-interaction most when contacting an organization for a service or support issue. And customer experience leaders say one of their agents’ biggest frustrations is a lack of data to quickly resolve customers’ queries in the moment. Knowledge management can help with both.  

 When organizations use knowledge management as a single source of truth across channels, valuable information is always available — for issue speedy issue resolution through agent-assisted or self-service, for real-time personalization, for agent enablement. In this episode, Coty Smith, Director of Digital Innovation at Genesys, discusses the invaluable role knowledge management plays in customer and employee experiences, and how organizations can use it to create a steel thread of dynamic, pervasive insight across customer-facing functions. He also examines the role artificial intelligence plays in improving employees’ and customers’ access to knowledge. 

S4 Ep 1 Ascension “Spring Cleaning” Strategy for a Successful Migration to Cloud CX

Too often, organizations moving from on-premises customer experience (CX) technology to a cloud-based CX platform try to replicate their current operations — rather than taking the opportunity to reinvent them. In this episode, Brian T. Jones, Senior Specialist, Technology, AP Digital Care Communications, at Ascension Technologies, explains how the IT arm of Ascension Health was able to make improvement like downsizing to one dynamic call flow by being open to the art of the possible. 

S3 Ep. 15 OVO Energy builds better bots faster with a robust bot automation strategy

The best customer service bots deliver on consumers’ preference for fast, first-interaction resolution. And when an interaction is too complex, seamless integration enables the bot to transfer a consumer and the context of their interaction to an agent. 

 

These boss bots are essential as consumers’ use of chatbots continues to rise, but their satisfaction with the experience declines. According to the benchmarking report “The State of Customer Experience,” 38% of consumers interacted with chatbots for a service interaction last year, up from one-third in 2021. But the percentage of consumers who were highly satisfied with their bot experience declined from 25% to 21% in that same timeframe. 

 

In this episode of Tech Talks in 20, Lucas Woodward, a software engineer at OVO Energy, joins us to explain how to use automation to build better bots, faster. He’ll also reveal how he automates and tests bot integration with other CX technologies. 

S3 Ep. 14 Live from Enterprise Connect 2023

The hottest topics of conversations at Enterprise Connect 2023 revolved around what’s next for artificial intelligence (AI) in customer experience, Contact Center as a Service (CCaaS) and employee experience (EX).

This episode, live from the conference, dives into the top AI, CCaaS, and EX themes at the show. We'll also talk about findings from the recent Genesys report “The State of Customer Experience” around those themes and shared during a show floor "Tech Talks" presentation. 

S3 Ep. 13 The importance of UX in CX

Delivering an optimal customer experience (CX) isn’t just about creating engaging, relevant interactions for external customers. It’s also about delivering a positive, appealing internal user experience for CX employees.

Organizations need to provide technology solutions and tools that frontline agents and software engineers can use to create and deliver the ideal experience for each customer. These solutions should also give internal CX users a user experience (UX) that enables them to succeed with relative ease.

In this episode of Tech Talks in 20, Christine Curtis, VP of User Experience and Design at Genesys, examines how design thinking improves UX and why no organizations should leave experience designers as an untapped voice of the customer. 

S3 Ep. 12 Making the business case for new customer experience technology

The need for customer experience (CX) innovation is near constant today. Keeping pace with customers’ changeable preferences requires agility. For some organizations, that means it’s time for a technology transformation, like a migration to cloud or an AI implementation. A clear business case will help to reduce any associated risks and build strong buy-in from the C-suite.

Gio da Silva, Senior Director, Value Consulting, explains how to show the business value of a migration or implementation in hard numbers, as well as soft benefits. He discusses the essential elements needed to build a business case that eliminate hesitation and instills confidence — paving the way for a successful CX transformation.  

S3 Ep. 11 CX evolution: Getting buy-in for change

Your customer experience (CX) is evolving. Maybe you’re moving to the cloud, incorporating an employee experience solution or going big on artificial intelligence (AI)-powered self-service. Whatever move you’re making, you anticipate significant benefits. But does everyone in your organization see it that way? And how can you get them all on board?

Jodi Thompson, Business Consulting Director at Genesys, lays out a clear and compelling case for making change management an integral part of your CX evolution strategy. Generate support, overcome institutional inertia and accelerate both implementation and adoption. Plus, you’ll learn why resistance to your plan is a gift you shouldn’t ignore. 

S3 Ep. 10 AI has EX superpowers

Savvy brands have already harnessed the power of artificial intelligence (AI) to supercharge customer experiences. Next up for AI – unleashing EX superpowers. David Wasserman, Senior Director of Product Marketing for Workforce Engagement Management, and Jane Hendricks, Senior Product Marketing Manager for Conversational AI at Genesys, explain how AI can improve employee experiences. From quality management to continuous performance improvement to forecasting and scheduling, AI supports agents, reduces friction and empowers CX leaders to act in real time. 

S3 Ep. 9 Supercharging your CX with the right apps

You’ve invested time and resources into selecting a customer experience (CX) platform that will empower you to deliver exceptional experiences for customers and employees. But no platform can fulfill every business requirement, unique use case or industry-specific process. To truly differentiate your CX and maximize the value or your tech, you’ll need to round out your capabilities with the right apps.

Sam Rector, Senior Product Marketing Manager at Genesys, explains the strategic value of pairing a flexible CX platform with a robust marketplace of curated apps. This powerful combination offers turnkey innovation. Plus, you’ll hear expert guidance for evaluating an app marketplace. 

S3 Ep. 8 The endless possibilities for outbound engagement

The days of manual data cleaning and batch processing to load a simple dialer are gone. Today’s outbound campaigns are much more sophisticated. With resilient databases in the cloud, smart CRM systems and advanced technology for reaching customers on the channels they prefer, you can easily build campaigns that deliver timely, personalized engagement. Rian Logan, Senior Strategic Sales Consultant at Genesys, explains how technology innovations have expanded the possibilities for outbound communications. Artificial intelligence can anticipate customers’ needs and engage them proactively with the right information at the right time. And with integrated compliance tools, you can ensure that your outbound campaigns meet regulatory requirements — even as they evolve.