Tech Talks in 20

S3 Ep. 5 Using tech to retain, support and train agents

For many contact centers, high turnover among agents is business as usual. But customer experience (CX) work is changing fast. And this approach won’t be sustainable for much longer. Customer expectations are rising, and they’re redefining frontline CX work. Agents need more robust problem-solving and analytics skills to handle complex interactions with empathy. The challenge of developing those skills grows as turnover increases.

It’s time to rethink strategies for retaining, supporting and training agents. David Wasserman, Senior Director of Product Marketing for Genesys Workforce Engagement Management, breaks down the trends driving turnover today — and explains how new strategies and technology can reverse them.

S3 Ep. 4 The key to an effective omnichannel strategy

Omnichannel CX is top of mind for many contact centers — for good reason. Being everywhere your customers want you to be creates a significant competitive advantage. But simply being present on the channels your customers prefer isn’t enough. An effective omnichannel strategy requires the right blend of channels, artificial intelligence (AI) and a human touch.  

Josh Goldlust, VP of Product for Digital and AI at Genesys, explains how to ensure your interactions are relevant, proactive and connected across channels. The key is putting the customer at the center and building your strategy around their viewpoint.  

S3 Ep. 2 How not to bot

Bots can deliver great automated service for a wide range of questions, issues and transactional interactions. But they can’t make up for bad customer experience (CX). That might be why customer satisfaction with bots has declined as bot use has grown.

Organizations too often jump into drafting requirements and deploying a bot without laying the groundwork for success. But great bot experiences start with strategic planning based on a deep understanding of how customers engage with your brand.

In this episode, Jane Hendricks, Senior Product Marketing Manager at Genesys, explains how to create bots your customers will love. And she advises listeners how not to bot. With the right insights, you can build better bots that deliver empathetic experiences — and help customers advance on their journeys.

S3 Ep. 1 The key to retaining top CX development talent

Retaining top talent is a perpetual challenge for customer experience (CX) leaders. To deliver outstanding customer experiences, you need to keep your best agents. But it’s equally important to retain your technical team, including the software engineers who build and maintain the tools in your CX ecosystem.

In this episode, Jason Alley, Senior Director of Product Marketing at Genesys, joins as guest co-host to discuss how one Genesys customer motivated software engineers to drive CX innovation — and found the key to retaining them. Richard Trucker, Software Engineering Manager at OVO Energy Ltd., explains how empowering engineers to solve problems in collaboration with business teams yielded rapid CX innovation. And it differentiated its brand and motivated the development team with quick feedback and satisfying results.

Jack Nichols, VP of Product Management for Genesys Cloud CX rounds out the conversation with insights into how a composable CX ecosystem empowers software engineers and fosters co-creation.

S2 Ep. 12 The technology that drives empathy at scale

Empathy is more than a feeling. It’s a seismic shift in perspective that allows us to understand the experiences of others. For customers and employees, empathy enables satisfying experiences. For businesses, it delivers measurable results. And it’s driving organizations to transform into customer-centric experience orchestration hubs.

In this episode, Dr. Natalie Petouhoff, Senior Strategic Business Consultant Director at Genesys, explains why empathy makes good business sense — and how technology can enable it at scale. The convergence of the cloud, big data and artificial intelligence (AI) powers exponential change in our ability to understand, predict and orchestrate human experiences. Tune in to find out how your organization can begin this critical transformation.

S2 Ep. 11 Customer journey management — the next step in CX evolution

In a recent Harvard Business Review study, 82% of customer experience (CX) leaders agree that understanding the quality of the customer experience at key milestones is important to their organization’s business strategy. But traditional CX metrics typically focus on interactions and channels, not journey milestones. And, on its own, Net Promoter Score can’t always pinpoint what’s working and what’s not.

That’s where journey management comes in. In this episode, Steve Offsey, VP of Marketing at Pointillist, and Claire Beatty, Senior Director of Thought Leadership at Genesys , define customer journey management and explain why it matters. Through journey measurement, optimization and orchestration, organizations can identify root causes of customer frustration and proactively course-correct to improve the customer experience and drive better business outcomes — in real time.

S2 Ep. 10 What’s hot at Enterprise Connect 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

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

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 Genesys “AI comes of age” report 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

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.