The State of Customer Experience is an ongoing series of consumer and business research related to customer experience (CX). This is the second global survey, executed in April and May 2021 on behalf of Genesys by an independent research firm. It includes insights from 2,629 consumers and 690 CX executives across multiple industries drawn from
The start of 2022 marks two years since the COVID-19 pandemic began. And now it’s clear: The global pandemic has permanently changed the way we live, work and do business. Customer experience (CX) leaders are prioritising solutions that give organisations the agility needed for swift, sustainable differentiation — no matter what changes the future holds.
Digital customer engagement is evolving quickly. This year, customers will spend 25% more with companies that get digital transformation right. Web chat, social messaging apps and chatbots hold tremendous potential for customer engagement and support. But customer experience leaders often feel they’ve yet to realize the full potential of these digital channels. This ebook lays
Over the next eight chapters, you’ll look at some of the key things you need to consider when building a digital- and customer-first contact centre – from emerging technologies and approaches to new attitudes and cultures.
OKTA Spotlight Series, with Erwan Conq, CIO BU France B2C & Direction Grand Public (DGP) at Engie, answering the questions: How do you create a unified digital experience for your customers? How does Okta help?
Con l’intensificarsi della concorrenza per conquistare la spesa dei clienti, la Customer Experience sta rapidamente diventando un campo di battaglia per gli operatori retail. E con i confini tra negozi fisici e digitali che si stanno assottigliando, oggi i clienti si aspettano esperienze multicanale senza solucione di continuità indipendentemente dal fatto che stiano comprando in
Manufacturing is a complicated business. It’s made more so because it’s in a constant state of evolution — balancing human resources, raw materials, capital investments, equipment and logistics. That complexity has been amplified over the past 18 months — and it’s become clear that, even as manufacturers continue to work with distributors, they need to
Le relazioni con i clienti possono essere complicate. La tecnologia non dovrebbe esserlo. La soluzione Genesys Cloud™ semplifica l’interazione con i clienti e i potenziali clienti. Realizzata per gestire qualsiasi canale, Genesys Cloud trasforma chiamate, e-mail, chat, testi e messaggi in una conversazione coerente e costante, consentendo ai team di offrire Customer Experience eccezionali.
Una guida dedicata alle compagnie assicurative per fornire esperienze che mettano veramente al centro il cliente La Customer Experience non è mai stata così importante per il mondo assicurativo. Di fatto, sta rapidamente diventando la chiave per ottenere un vantaggio competitivo in pressocché ogni settore. E con la recente recessione che ha causato chiusure e
Scarica questa guida per sapere come implementare un journey mapping e per dare un’impronta alle interazioni in tempo reale grazie all’engagement predittivo. In questo ebook: Il cliente al centro della strategia aziendale Uno sguardo alle mappe del journey Traccia i momenti più importanti Il journey mapping orchestra il customer journey