Charlie Godfrey

Senior Director, Innovation and Vision Team, Genesys

Charlie has spent over 20 years in the customer experience field, helping businesses translate challenges and strategic imperatives into solutions through people, process, and technology. He's considered a trusted advisor to many Fortune 500 companies, and he has been a valued partner and contributor to countless CX transformations. The advancement in power and accessibility of AI technology has become a massive enhancement to the toolkit he is able to bring to transformation strategy and discussions.

Posts By Charlie Godfrey

October 3, 2023

Experience Economy Math: Low Costs Don’t Build Customer Loyalty

As products and services become more commoditized, it’s increasingly difficult for brands to differentiate themselves in the...

April 27, 2022

How Creating Empathy at Scale Improves Contact Center KPIs

A lot of companies are talking about empathy lately. Certainly, the past couple of years have been a challenge for all...

April 14, 2021

Leveraging the Power of Norm for an Empathetic Customer Experience

From 1982 to 1993, Norm Peterson entered his favorite watering hole and was greeted with a chorus of “Norm!” from the...

January 15, 2020

How to Create an Omnichannel Customer Service Strategy

The key to creating a successful omnichannel customer service strategy is to continually focus on one keyword in that phrase —...

July 29, 2019

3 Steps to Transform Your Contact Center Into a Brand Ambassador Center

At our recent global customer event, I asked contact center leaders how they thought enterprise leaders perceived their centers....

January 14, 2019

Every Great Customer Journey Map Starts With a Single Step

Companies realize the importance of customer journey mapping exercises to gain a comprehensive view into how their customers...