Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: Genesys

Customer Experience Leaders Share Innovative Ideas for the Next Era of CX: Customer Response Summit Chicago, September 19-21

The following is a guest blog post from Ted Hunting, VP North America Marketing at Genesys

Next month, Execs In The Know will bring together service leaders from many of the largest global brands to advance the conversation on creating great customer experiences.  From past experience, it’s a very tight-knit group of CX leaders sharing best practices and ideas around omni-channel customer engagement, across all channels, and empowering employees to deliver great customer experiences.  This community is one of my favorites as the people are super-smart and passionate leaders who openly share their challenges, advice, and ideas –  it’s all about candid discussions and one-on-one engagement and networking.

As a member of the Execs In The Know CX Partner Advisory Board, on behalf of Genesys, I am excited to again join this group and will be leading an educational session with group brainstorming on “Journey Analytics and Effortless/Personal Keys for the Next Era of CX” on September 20th. The session will discuss how you can use journey analytics and new digital approaches to orchestrate an “outside in” customer journey that is more personal and predictive, while reducing effort. We will also share best practice use cases where AI, bots, digital self-service, and humans can work hand-in-hand. Join us to discuss and learn about this new era of effortless, personal omni-channel CX where old and new emerging channels come together and robots and humans work as one.

I highly recommend brands who truly understand the importance of customer experience to their business success and survival to join this group.  Execs In The Know is a well-respected organization that people turn to for advice and it’s unlike other similar events in the CX industry, due to the level of attendees and openness in communication. In attendance will be leading financial services firms, retailers, healthcare companies, hi-tech firms, hospitality companies, and utilities from across North America – both traditional leaders, but also some of the new disruptors changing business today. To learn more about joining visit https://www.execsintheknow.com/events/crs-chicago/ and follow @execsintheknow. And to learn more about Genesys, the industry’s #1 customer experience platform and recognized leader per Gartner and others, please visit http://www.genesys.com/about.  Or checkout some really awesome customer stories from CX leaders like Sabre.

Execs In The Know would like to thank Genesys who have been a long time supporter of the Customer Response Summit event, continue to be involved and valuable to our community of CX professionals, and truly care about seeing progression and enhancement in our industry. 

Execs In The Know Announces the Formation of CX Partner Advisory Board

Leaders from seven trusted organizations that provide a product or service to customer care organizations form new CX Partner Advisory Board for 2017.

PHOENIX, AZ. – (July 26, 2017) – Execs In The Know, advocates for the Customer Experience Executive and hosts of leading customer experience conference – Customer Response Summit, have announced the formation of a CX Partner Advisory Board. The 2017 Board includes seven member organizations committed to improving the customer service experience and advancing the care industry as a whole. The organizations represented include Interactions LLC, Teleperformance, Genesys, Gladly, COPC, Retailpivot Consulting LLC., and Modern Contact Consulting, Inc.

The Execs In The Know CX Partner Advisory Board will provide industry knowledge, advice, guidance, and recommendations to the EITK community. The Board representatives will use their knowledge of innovations, developments, and customer behaviors to deliver thought leadership, educational content, and direction.

“We are lucky to have the opportunity to work with so many talented, reputable, and knowledgeable subject matter experts in our community,” said Chad McDaniel, President of Execs In The Know. “The creation of our CX Partner Advisory Board brings together seven individuals excelling in the customer experience industry and delivering customer success for their brands and their customers. They are a vital piece of the Execs In The Know community and will strengthen it further through their involvement in our events, webinars, content pieces, philanthropic activities, and meetings.”

Board Members:

Jay Wolcott, VP Social Product, Interactions LLC
Amit Shankardass, Executive Vice President, Teleperformance
Ted Hunting, Vice President, North America Marketing, Genesys
Joseph Ansanelli, CEO & Co-Founder, Gladly
Judi Brenstein, Vice President, COPC
Kathryn McGavick, President, Modern Contact Consulting, Inc.
Razia Richter, CEO, Retailpivot Consulting LLC.

To learn more about the Execs In The Know CX Partner Advisory Board, visit https://www.execsintheknow.com/about-us/advisory-board/ Continue reading

Leaders Speak on Digital Innovations for Customer Experience

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The following is a guest blog from Ted Hunting, Vice President, North America Marketing at Genesys. For more information about Genesys, visit their website

During the Customer Response Summit (CRS) last week in Austin, I shared my perspective on customer expectations of seamless, personalized omnichannel journeys with customer service executives from some of the world’s greatest brands. It was a rare opportunity to exchange ideas on digital innovation in customer experience (CX) with such a group.

To set the stage for brainstorming sessions on digital innovation, I talked about the prediction that by 2020, more than 90% of customer engagements will begin online, and what that means to CX innovation.

Currently in many customer service environments, organizational silos remain across channels, including web, voice, callback, mobile app, text, email, social, and video. In spite of initial interactions occurring on the web, customers nonetheless expect the effortless, personalized omnichannel journey that results from integrated communication channels. We explored some examples of businesses successfully integrating voice and digital channels to improve CX.

We looked at CX from the business perspective, examining aspects of the Genesys Customer Experience Platform, including:

– An omnichannel desktop that displays every step in the customer journey, across every channel

– Enterprise-wide reporting and analytics dashboard for overall view of CX and NPS

What did this group identify as key future trends? The internet of things (IoT), personalization through big data, and emerging self-service models such as chat and voice bots, led to brainstorming on digital innovation in the CX world.

Here’s what this group of CX leaders expects to see emerging in digital innovation:

Personalized customer journeys

Customer journeys will be increasingly personalized, leveraging big data and business rules to predict customer needs and deliver better CX.

– Visibility into the customer journey will continue to evolve so companies can provide proactive recommendations and communications for front- and back-office functions across the company, not just for the contact center. Continue reading

NextGen CX For The Digital Age – It’s Key to Business Survival

 

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The following is a guest blog written by Ted Hunting, Senior Director, North America Marketing and Global Demand Generation, at Genesys. Learn more about Genesys by visiting their website.

To hear more about this topic and others like it, join us at Customer Response Summit Seattle, September 28-30th, 2015.

Gartner’s CEO has proclaimed that Digital Business is Upon Us. Companies that think they are not digital businesses will be out of business and the companies that will win in this era of digital transformation are those companies that make the most of every business moment. What Gartner is proclaiming is key to every company in every industry is essentially “customer care for the connected consumer” – the key topic of the Customer Response Summit Seattle. It’s also why I encourage customer care and CX leaders to attend what I have found in the past to be an extremely enlightening event, attended by smart, energized customer care executives and luminaries. From speakers, to networking, to innovative new ideas in the “Idea Lab”, it will be a fun few days of learning and “eureka” moments.

As CX and contact center leaders in our companies, we are now squarely in a position to help our companies make the most of every business moment and create the connected customer. The business moment occurs via customers hitting web chat, social channels, webpages, IVRs, mobile apps, text messages, and of course good old fashioned phones and email. These business moments, which historically started with the phone, have now changed 180 degrees with digital being the first and preferred communication channels for today’s connected consumer. Continue reading