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 fa...
Mar 28, 2022•32 min•Season 2Ep. 9
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 mul...
Feb 10, 2022•36 min•Ep. 11
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...
Dec 07, 2021•32 min•Season 2Ep. 7
In the contact center, your agents are the key to delivering outstanding customer experiences. And knowing what your agents value most is the key to motivating and retaining your best performers. In this episode, hosts Michael Logan and Ginger Conlon discuss what high-performing agents value according to the Human Values Report, a global study of nearly 17,000 agents. Cam Smith, Vice President of Product Management for Workforce Engagement Management at Genesys, adds his insights on how CX leade...
Nov 03, 2021•26 min•Season 2Ep. 6
Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number of contact centers. Increasingly, customer experience leaders identify artificial intelligence (AI) as a top tech priority. In this episode, hosts Michael Logan and Ginger Conlon are joined by Erica Mayshar, Senior Manager of Solutions Consulting at Genesys, to discuss the key elements of a successful conversational AI implementation. Far more than a deflection strategy...
Sep 15, 2021•29 min•Season 2Ep. 5
Social media connects people — with family, friends and even brands. It’s quickly becoming an important channel for contact centers, too. The broad visibility of social channels means your responses and interactions are public, so the stakes are high. In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, talks about the unique challenges of social media engagement, the role of video in customer interactions and the power of cloud technology to en...
Sep 01, 2021•21 min•Season 2Ep. 4
The digital world moves fast, with new channels popping up and capabilities evolving constantly. As your customers adopt these new communication options, their behaviors change — and so do their expectations. In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, offers her insights into how contact centers can adapt to the changes and still deliver an outstanding customer experience. The bottom line: Meet customers where they want to be. And that...
Aug 16, 2021•21 min•Season 2Ep. 3
A more engaged workforce is a more productive workforce. Getting — and keeping — your employees engaged requires a smart combination of culture, information and technology. In this episode, Michael Logan, Senior Strategic Sales Consultant at Genesys, and Ginger Conlon, Thought Leadership Director at Genesys, talk about optimizing your team’s performance. They discuss ways to enhance the agent experience by deflecting repetitive tasks and serving up the most useful content. An artificial intellig...
Jul 28, 2021•18 min•Season 2Ep. 2
Delivering empathetic customer experiences doesn’t simply mean being nice. It’s also means truly understanding and meeting your customers’ needs. Sometimes that requires an agent to listen carefully; sometimes it doesn’t require an agent at all. If you’re only able to deliver empathy to your customers when they talk to an agent, you’re missing opportunities to create an outstanding experience. In this episode, Michael Logan, Senior Strategic Sales Consultant at Genesys, and Ginger Conlon, Though...
Jul 13, 2021•24 min•Season 2Ep. 1
Season two of Tech Talks in 20 kicks off with two new hosts and a ton of valuable insights into how you can use technology to compose and deliver customer experiences with empathy. Ginger Conlon, Genesys Thought Leadership Director, brings years of industry perspective to each episode. Previously chief editor of several industry publications, Ginger is passionate about technology trends that enable marketing, support sales, and improve the customer experience. Michael Logan, Senior Strategic Sal...
Jul 13, 2021•4 min•Ep. 1
Building new features every week in the Genesys CloudTM platform takes expertise. Developers need the domain know-how to create powerful tools their end users will love. But it's unrealistic to expect every developer to understand intuitive user interfaces and best practices. If the new feature isn't easy to use, end users will waste valuable time setting it up. In this episode, Leon Vymenets, Director of Design Systems at Genesys, explains how design systems create a better user experience with...
Feb 10, 2021•20 min•Season 1Ep. 10
Businesses have the vision of providing a great customer experience. But siloed technologies and existing investments prevent them from making that vision a reality. Technology should be the foundation for growth. It should allow teams to serve their customers — not question what’s possible. In this episode, Becky Powell and Randy Carter discuss how a platform can be the root for great customer experiences. The Genesys Cloud platform isn’t just a set of features, neatly wrapped into a user inter...
Dec 17, 2020•31 min•Season 1Ep. 9
Contact center managers want their employees to do the right thing. But balancing time for training, time off and which metrics constitute a job well done can be overwhelming. Gamification creates a fun work environment that also offers the flexibility to make their own decisions. And it encourages employee growth — without restrictive oversight. In this episode, Michael Logan, Senior Consultant at Genesys, takes us through the concept of gamification in a contact center. He discusses our instin...
Oct 28, 2020•24 min•Season 1Ep. 8
Contact center technology evolves rapidly, which can make it difficult to keep up. As a developer, you need to stay on top of the trends like artificial intelligence (AI) and bots. But it’s also vital to have a place to find answers to your questions about solutions you use every day. In this episode, Jim Crespino, Senior Director of Developer Evangelism at Genesys, takes a deep dive into the Genesys Developer Center — the hub that makes developers more productive. Jim outlines all the great res...
Sep 16, 2020•27 min•Season 1Ep. 7
Companies embarking on a digital transformation are using artificial intelligence (AI) to better understand and personalize customer interactions at scale. But AI has the potential to do so much more. In this episode, Sergio Coretti, Vice President of Business Consulting Sergio, describes the four waves of AI. He breaks down the technology into levels of capabilities, outlines which wave we're in now and explores where we’re heading. This episode will help you understand the data needed to creat...
Sep 02, 2020•21 min•Season 1Ep. 6
Artificial intelligence (AI) has changed the game for numerous industries. In the contact center, it can deliver customer-centric service at scale by better understanding people. But to truly appreciate its scope, you need to look beyond the technical capabilities. In this episode, resident Business Consulting Director Charlie Godfrey shares real-world stories of AI successes and areas it impacts. He breaks things down into four main components: Listen, Understand, Act and Learn. After this epis...
Aug 19, 2020•29 min•Season 1Ep. 5
It’s vital that you proactively reach out to your customers. But they won’t be happy if you call during dinner or text someone who’d rather get an email. Engaging with customers when and how they want ultimately increases satisfaction, builds trust and fosters loyalty for your brand. In this episode of Tech Talks in 20, outbound engagement experts Rian Logan and Chad McCormick dive into how outbound engagement powers outreach and customer experience. You’ll leave with knowledge and resources to ...
Aug 05, 2020•18 min•Season 1Ep. 4
The cloud opens the door to immediate contact center scalability and feature velocity. Still, many companies are hesitant to move to the cloud because they don’t want to lose the visibility and control that a traditional on-premises environment offers. Now you can get the visibility you’re accustomed to with the benefits of a cloud contact center. Learn from, Josh May, a veteran member of Genesys support, how the Genesys CloudTM platform provides resiliency, ease of support, scalability and new ...
Jun 03, 2020•17 min•Season 1Ep. 3
See how workforce engagement management (WEM) helps you let go of your old way of doing things while over coming the common fear of letting go. Learn the WEM benefits that make it worth moving past your fears to focus on improving your team. In this podcast, Michael Logan, Senior Strategic Sales Consultant at Genesys, shares his perspective on the rapidly changing workforce. You’ll learn about innovative tools that target what matters most: helping the people you serve. Join us to learn how to a...
May 13, 2020•21 min•Season 1Ep. 2
Integrations don’t have to a heavy lift. By taking small steps, you can achieve a better customer experience through a more open platform. On today’s podcast, Jack Nichols, VP of Product Management for Genesys Cloud, shares the information you need to use an open platform to integrate your data, giving agents the tools they need—and customers the experience they deserve.
Apr 29, 2020•25 min•Season 1Ep. 1
Tech Talks in 20 continues with a new season and two new hosts. This season, we’ll dive into the current state of customer experience (CX) technology and keep an eye on emerging trends. Before joining the Genesys team, Ginger Conlon served as Chief Editor of several industry publications, covering technology trends in customer experience, marketing and sales. Today, as Thought Leadership Director at Genesys, she’s part of a team that creates research-driven content about customer experience, wor...
Apr 24, 2020•2 min•Season 2Ep. 1
