When Global Payments realized that their on-premises contact center solution wasn’t going to provide the agility or the features they needed, they undertook a process that ultimately led them to the cloud. On this episode of Level Up CX Tech, we’re joined by Beth Granberry of Global Payments to hear how the IT and business teams at Global Payments worked together to ensure the ultimate solution met their needs for today — and for tomorrow.
Jul 15, 2025•24 min•Ep. 16
Western Governors University (WGU) needed a solution that could support the needs of their staff and students. We sat down with Darin Graves, Senior Manager, Service Desk, at WGU to learn how moving to the cloud enabled new channels and new visibility into metrics that drove better experiences.
Jul 02, 2025•30 min•Season 5Ep. 2
In this episode of Level Up CX Tech, we talk with Brent Baker, Vice President and Chief Customer & Innovation Officer at Nashville Electric, about their journey to the cloud, the challenges they faced along the way, and how a cloud-based CX platform is helping Nashville Electric deliver a better customer and employee experience.
Jul 02, 2025•17 min•Season 5Ep. 1
The benefits of migrating customer experience technologies to the cloud are clear. CX leaders say they include better access to data across channels; the ability to add new capabilities, channels, and features faster; and enhanced report and analytics. But the technical considerations of a migration can seem less clear. In this episode of Tech Talks in 20, Kyle Kuntz, VP of CX Evolution at Genesys, discusses the technical consideration integral to any cloud migration. He also shares his advice o...
May 29, 2024•26 min•Season 4Ep. 10
Driving business performance by improving the customer and employee experience is a top priority for most organizations today. Understanding and adopting tech solutions that enable those improvements was top of mind for attendees of the customer experience and communications technology conference Enterprise Connect 2024. Join us as we recap the three hottest topics discussed at the show: artificial intelligence, especially generative AI; employee experience technologies, including AI tools; and ...
Apr 29, 2024•22 min•Season 4Ep. 9
The lines are blurring between the branch, contact center, and digital channels for financial services firms. Customers expect seamless journeys, contextually relevant interactions, and knowledgeable advisors who provide personalized service based on deep customer understanding. These expectations are often driven by their experiences with organizations in other industries. Nearly two-thirds of 61% of banking executives say continuous innovation is raising customer expectations — and 45% say the...
Feb 26, 2024•24 min•Season 4Ep. 8
Orchestrating the experiences consumers expect today requires more than even the most robust customer experience platform on its own. Organizations must integrate channels, data and systems to create personalized, seamless end-to-end journeys and continually optimize them. In this episode, Joe Wheeler, CEO of CX/Digital and best-selling author of "The Digital-First Customer Experience," explores how technology convergence is enabling this in ways never before imaginable — opening opportunities t...
Jan 25, 2024•20 min•Season 4Ep. 7
Focusing on knowledge management simply as a way to house and share content misses an opportunity to use it as a more strategic element of the customer and employee experience. When knowledge content is fresh, rich and engaging — created with the customer and employee in mind — it can be a powerful competitive asset. In this episode of Tech Talks in 20, Harshali Desai, Principal Product Manager, Knowledge, at Genesys, explores how to think about knowledge management from the outside in, balancin...
Dec 20, 2023•18 min•Season 4Ep. 6
Even as consumers’ use of bots increases, their satisfaction with the experience has declined. In fact, consumers are less satisfied with chatbots than all other service interaction channels, according to “ The state of customer experience .” In this episode, Mitch Mason, Principal Product Manager, Genesys Conversational AI, provides easy ways to improve the bot experience, as well as practical tips on using bots to streamline customers journeys, improve satisfaction and increase issue resolutio...
Oct 04, 2023•35 min•Season 4Ep. 5
More than three-quarters of senior executives agree that AI will be a critical part of their customer experience (CX) operations in the coming years, finds research from Economist Impact . And 80% say they’re already seeing gains in customer and employee satisfaction ratings and loyalty by using AI improve their experiences. In this episode, Rahul Garg, VP Product, AI and Conversational AI at Genesys, explains how organizations are using conversational, generative and predictive AI to optimize t...
Sep 12, 2023•24 min•Season 4Ep. 4
Unisys is a global technology solutions company dedicated to helping organizations drive innovation and excel at customer experience. The company recently reimagined its own customer journey by moving to a cloud-based customer experience platform — to better address what matters most to its clients and their users. What might have been a complex implementation was simplified with extensive planning, collaboration and communication, as well as taking an agile, test-and-learn approach. In this epi...
Aug 21, 2023•21 min•Season 4Ep. 3
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-...
Jul 21, 2023•27 min•Season 4Ep. 2
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.
Jun 22, 2023•32 min•Season 4Ep. 1
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 Experienc e,” 38% of consumers interacted with chatbo...
May 11, 2023•24 min•Season 3Ep. 15
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....
Apr 27, 2023•14 min•Season 3Ep. 14
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 ...
Mar 22, 2023•21 min•Season 3Ep. 13
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 i...
Mar 03, 2023•28 min•Season 3Ep. 12
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...
Feb 06, 2023•26 min•Season 3Ep. 11
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, r...
Jan 27, 2023•26 min•Season 3Ep. 10
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 pairi...
Dec 14, 2022•31 min•Season 3Ep. 9
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 communi...
Nov 30, 2022•27 min•Season 3Ep. 8
Great CX employees want opportunities to learn new skills and advance their careers. And they want clear, consistent expectations. Delivering on those preferences can keep your employees engaged and motivated — and that increases your chances of retaining them. David Wasserman, Senior Director of Product Marketing for Workforce Engagement Management at Genesys, explains how technology can help. Using the science of empathy and human behavior, the right technology can help with timely feedback, p...
Oct 28, 2022•26 min•Season 3Ep. 7
Technology should never be a barrier to delivering great customer experiences (CX). With the right training, it won’t be. The real value of your CX tech depends on how well you use it. If agents aren’t using all the capabilities you’ve invested in, you’re missing a critical opportunity to optimize your operation. Boosting technology adoption sometimes can be an elusive goal. But focusing on one thing — agent training — can simplify the process and ensure success. Inna Ekhaus, Vice President of G...
Oct 19, 2022•27 min•Season 3Ep. 6
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 tra...
Oct 05, 2022•30 min•Season 3Ep. 5
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 connecte...
Sep 21, 2022•29 min•Ep. 13
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. I...
Jul 29, 2022•23 min•Season 3Ep. 2
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 ...
Jul 13, 2022•29 min•Season 3Ep. 1
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 technol...
Jun 15, 2022•24 min•Season 2Ep. 12
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 P...
Jun 07, 2022•30 min•Season 2Ep. 11
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)...
Apr 14, 2022•23 min•Season 2Ep. 10
