42 Episoade

  1. Episode 39 - The Path Towards Experience as a Service

    Publicat: 26.04.2022

  2. Episode 38 - Shifting from Business Centric to Customer and Employee Centric

    Publicat: 13.04.2022

  3. Episode 37 - Exploring the book Empathy in Action – Pt. 1

    Publicat: 29.03.2022

  4. Episode 36 - Leveraging AI to Build Customer Empathy

    Publicat: 15.03.2022

  5. Episode 35 - Genesys Cloud CX in 2022

    Publicat: 27.02.2022

  6. Episode 34 - GigCX is Future-proofing Customer Service

    Publicat: 18.01.2022

  7. Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017

    Publicat: 04.01.2022

  8. Episode 32 - Is Your Contact Center Inclusive?

    Publicat: 14.12.2021

  9. Episode 31 - Why Pointillist Acquisition is a Game Changer

    Publicat: 03.12.2021

  10. Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service

    Publicat: 16.11.2021

  11. Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise

    Publicat: 02.11.2021

  12. Episode 28 - Rethinking WEM – It’s all about the Employee Experience

    Publicat: 19.10.2021

  13. Episode 27 - The Correlation Between Human Values and High-Performing Agents

    Publicat: 05.10.2021

  14. Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement

    Publicat: 14.09.2021

  15. Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity

    Publicat: 31.08.2021

  16. Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model

    Publicat: 11.08.2021

  17. Episode 23 - How to Build Trust and Loyalty with Today's Disconnected Consumers

    Publicat: 27.07.2021

  18. Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome

    Publicat: 07.07.2021

  19. Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action

    Publicat: 22.06.2021

  20. Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys' new Ascend Partner Program

    Publicat: 08.06.2021

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Customer Experience Insights from Genesys gives consultants, influencers, partners and customers insights into the latest technical and industry topics. Hosted by Scott Nagel, Genesys Consultant Program Manager, this bi-weekly series is a “must listen” for anyone who wants to stay on top of key industry trends, including Contact Center as a Service, workforce engagement management, AI, digital channels, bots, and more.

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