Search Results for: contact centre management

Genesys Announces Partnership with Adobe to Deliver Contextual CX

Genesys, the global leader in cloud customer experience and contact centre solutions announced partnering with Adobe to help organisations break down data siloes between marketing, commerce, sales and service departments. A new integration between Genesys Cloud and Adobe Experience Platform, organisations will...

Is Your Digital Customer Experience Ready for the ‘New Normal’?

The coronavirus has fundamentally changed customer experience. Consumers’ attitudes, shopping habits and budgets have all been impacted severely. The only way organisations can survive this tumultuous time is to adapt fast and re-connect with their customers so that they are...

Create Memories that Tell Your Brand Story

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational...

Six Ways to Unlock the Hidden Value of IT in CXaaS Programmes

The CX technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and has exposed wide gaps in how companies interact with customers, especially through digital channels. As a result, many companies have...

The Future Is In The Cloud: An Interview with Jeremy Payne

Group VP of Marketing & Alliances at Enghouse Interactive Jeremy Payne took the time to discuss with Customer Experience Magazine why organisations should consider moving their contact centre to the cloud and what the common misconceptions are that people often have...

The Conversational Age of Customer Engagement

We all know customer service can create a real competitive advantage. Get it right, and your efforts will translate directly to your bottom line. Fall flat, and lose out on a valuable differentiator in today’s competitive marketplace. In many respects,...

Automation To The Rescue: Optimise Your CX and Remote Workforce

The COVID-19 pandemic has demonstrated that many companies had not implemented an adequate business continuity strategy, resulting in a frantic rush to roll out technology that enables staff to work from home. However, business continuity planning spans much wider than...

Managing CX When Everything Changes At The Speed of Light

Back in January I was getting ready to present at a conference in London and the subject of my talk was going to be examining global social trends and their future CX impact.  Naively, we thought we could measure, forecast, and...

Medallia Announces Acquisition of Speech-To-Text Platform Voci Technologies

The global leader in experience management leader Medallia inc has recently announced the initiation of agreement to acquire Voci Technologies, the AI real-time speech to text platform, with the finalisation date in May 2020. The acquisition will result in joined forces...

Facing the Future of Employment: Genesys’ Cameron Smith Talks Employee Experience Tech

As innovation in CX technology continues to reshape how brands interact with customers, the tech leaders behind this growth are also envisioning and creating the workplaces of the future. At Genesys, global leaders in omnichannel CX and call centre tech such...