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Build, deploy, analyse and optimise conversational bots that answer questions and solve everyday issues directly within the Genesys Cloud CX TM platform with accelerators such as Intent Miner to automate the creation of intent models.

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Check out our new Knowledge Workbench for knowledge creation, Knowledge Optimiser for knowledge improvement and Support Centre to help customers self-serve on your website.ĭialog Engine Bot Flows and (NEW) Digital Bot Flows – Free your agents from the easy or repetitive common everyday tasks. Knowledge (NEW): Discover how you can centralise, enrich, activate, scale and optimise your knowledge base. The (NEW) Explainability feature allows you to understand the rationale behind AI-driven decisions. Predictive Routing: Match customers to agents in real time using AI to continuously analyse over 100 dimensions and predict outcomes based on KPIs. Predict outcomes, visualise campaigns and enrich customer profiles based on previous interactions. Predictive Engagement: Now you can use AI to capture, qualify and proactively engage customers or prospects in the moment of truth. Get an in-depth demonstration that includes: Join us live to experience the power of new artificial intelligence (AI) capabilities that will elevate your customer experience and increase your ROI.13th of October 2022Ģ:00 pm (BST)/ 3:00 pm (CET)Preview the event Identifying the metrics that drive both customer loyalty and financial performance is essential – and how measuring employee experience plays a crucial roleīringing in expert voices builds credibility for rethinking customer success metrics Genesys, partnered with Harvard Business Review Analytic Services, shares why NPS is no longer enough and what’s next for CX metrics.ĬX leaders are rethinking strategies for measuring the customer experience They’ve got one key question in mind: Are we delivering a great experience consistently along the customer journey? Leading organisations are already moving beyond current CX metrics by seeking to truly understand the customer experience at every moment that matters. It’s time to rethink the measurement of customer success. The world for which CX metrics were developed has evolved. As the focus on experience grows, we predict a meaningful rethink of CX measurement will be essential to delivering lasting trust and loyalty - from customers and employees. We’re in an experience economy where a people-centric, empathetic approach is the only way to create a sustained competitive advantage.

The technology considerations that are key to a successful foundation and future considerations in development.

How implementation is not just a system, it is customer knowledge across a business, giving rich data, helping with R&D.

Scaling down average handling time (AHT) in the call centre whilst making it easier for new agents to handle calls, increasing ROI and maintaining flexibility.Growth and organic scaling whilst maintaining efficiency and having agility as a business.In this webinar, we will give you all the insight you need to make your CX transformation work for your contact centre, employees and of course your customers, without sacrificing empathy and efficiency.Īs it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the panel, as well as other attendees. CX Transformation of CMO Stores: The intrinsic link between employee and customer service

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