Retail Customer Experience: The Good, the Bad, and the Ugly
Interbrand’s 2014 Best Retail Brands report was recently released, ranking the top global retail brands. The report is produced in collaboration with Interbrand Design Forum, the retail experience...
View ArticleIs Big Data Actually Improving Customer Experience?
We’re all concerned about our privacy these days. This is especially critical when it comes to customer experience. Everywhere we turn, we hear about another instance of data incursion invading our...
View ArticleDo Your Contact Center Agents Have Mullets?
So there I was, meeting with the VP of Customer Experience of a large telecommunications company to discuss the contact center challenges they were facing in delivering on their brand promise, when...
View ArticleObservations from Contact Center Expo San Diego
While attending the ICMI Contact Center Expo & Conference last week in San Diego – whether it was participating in sessions, speaking on a panel, or walking the show floor with more than 1,500...
View Article5 Ways to Differentiate Your Mobile Customer Experience
Driving customer loyalty while growing market share means competing aggressively. To do that, you need to differentiate both your products and your customer service. Like many consumers out there, I...
View ArticleWhat Gartner’s 2014 Contact Center Infrastructure Magic Quadrant Means for You
Last week, Gartner released its 2014 Magic Quadrant for Contact Center Infrastructure (CCI). I am pleased to report that Gartner again placed Genesys in the leader quadrant. This achievement marks our...
View ArticleCustomer Experience Lessons from the Fast Food Industry
Back in the 1970s, a leading fast food chain adopted the slogan of letting customers, “Have It Your Way.” While the bright colored bell bottom uniforms are long gone and the slogan has evolved, the...
View ArticleBoosting Online Conversions for Today’s Digital Customers
It’s no surprise that consumers love shopping online. It’s quick, convenient, and incredibly easy to comparison shop, find product reviews, and ship directly to anywhere you want. It’s forcing...
View ArticleReduce Customer Effort with Proactive Web Chat
Today, billions of global internet users are driving growth in digital sales, support and customer service. As these customers surf the web, they are increasingly looking to connect and chat with the...
View ArticleZen and the Art of Multi-Channel Customer Experience [DEMO Webinar]
Genesys recently announced a partnership with Zendesk. The goal of the partnership is to deliver a single console for your company’s agents, improving their efficiency and allowing them to deliver...
View ArticleAchieving Success in a Changing Contact Center Environment [Analyst Blog]
Thanks to the proliferation of social media and mobile devices, the way that customers choose to interact with providers of goods and services is rapidly changing. Channels like Facebook and Twitter,...
View ArticleBringing Great Customer Experience to an Event Near You!
Genesys has taken our show on the road again this summer, touring events across the US and spreading the word on great customer experience! Below are some highlights and key takeaways from our events...
View ArticleAnana COO Dave Tidwell on Multi-Channel Customer Experience [Guest Blog]
Dave Tidwell, Chief Operating Officer of Genesys partner Anana recently posted a blog on effectively managing the multi-channel customer experience . Dave takes an interesting look at a range of uses...
View ArticleDemystifying Digital Channels – Social and Mobile!
Today’s digital channels, including social media and mobile technologies, have radically changed how consumers communicate, interact with, share and spread information. But, while the public adores new...
View ArticleCloud, On-Premises or Hybrid—Which Contact Center Will Work for You?
Successful brands know that the contact center plays a huge role in delivering great customer experiences and driving long-term loyalty. The need for new capabilities made available quickly and cost...
View ArticleModern Measures of Contact Center Performance & Customer Experience
Today’s contact centers are one of the most important components of a company’s relationship with its customers. As new channels and technologies are integrated into the contact center, customer...
View ArticleMaking the Move to Digital Channels is Easy!
Imagine you walk into a diner and ask for toast, only to be told that it’s not on the menu. As a customer, you would scratch your head wondering why such an important staple isn’t being served. This is...
View ArticleIs Your Contact Center a Customer Experience Baby?
If you’re managing customer experience at your company and your contact center is acting like a customer experience baby, I feel sorry for you – but I can help! You may not have known it when you took...
View Article3 Reasons Why Cognitive Systems Will Revolutionize Customer Experience
Recently, the Wall Street Journal published a column with a provocative headline that read: It’s Time to Take Artificial Intelligence Seriously. In the article, the WSJ explains how artificial...
View ArticleIs Telepathy the Next Customer Service Channel?
An international group of researchers recently reported that they successfully transmitted information in a brain-to-brain link between two people. In the article Mind Reading? Brain-to-Brain Message...
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