Customer experience (CX) expectations are evolving. Today, customers have raised the standards on what they expect from the companies they do business with. And they want to engage with those brands across multiple touchpoints — from the web to social media to mobile apps.

Artificial intelligence (AI) has evolved to help companies meet these growing demands. By 2022, 57% of CX leaders worldwide were using AI-based chatbots and voicebots to improve the employee experience and customer experience. Another 33% planned to do so over the next one to two years.

AI can transform and improve nearly every aspect of customer service. With the right AI-powered tools, organizations can provide customers with seamless, personalized experiences at scale they expect — and prepare them for the next evolution of CX.

At Genesys, we understand what it means to be driven by experiences. We’re constantly pushing the limits of technology to bring empathetic encounters to customers, which is why we’ve partnered with Scuderia Ferrari HP. We both share a drive and a passion for excellence and work hard every day to provide superior experiences to our fans and customers. Just as Scuderia Ferrari HP uses advanced engineering to excel on the track, we use advanced AI to enhance customer interactions.

AI: Advancing Your Workforce

Generative AI has taken the business world by storm. Among its many benefits, it can streamline operations and workflows, speed up research and development, and create new content. For customer experience teams, it can help develop the personalized experiences needed to overtake the competition

Generative AI moves a step beyond predictive AI models, allowing companies to analyze complex situations and recommend smart next steps. For CX teams, generative AI allows for precisely automated customer conversations; it allows them to extract greater insight from those conversations.

And every second counts. Scuderia Ferrari HP uses data to make split-second decisions during races. Genesys uses AI to help customer experience teams resolve customer interactions in moments. On the track or in customer experience, timeliness is of utmost importance.

Orchestrate Exceptional Experiences with AI

To deliver the consistent and seamless experiences customers expect, brands can use AI-powered experience orchestration to understand and shape the customer journey, giving them a holistic view of customer engagement. Taking advantage of the wealth of customer data at your fingertips, analytics and automation, AI-powered experience orchestration ensures you have the right information, at the right time, for the right customer — on whatever channel they have reached you.

To automate experiences, AI identifies behavior patterns and creates smart triggers for automated actions. It helps create a connected, personalized customer journey that takes out the guesswork, so customers feel listened to and understood. And that fosters greater customer satisfaction and drives loyalty.

Combining Automation and Humans for Hyperpersonalization

According to “Humans and AI in unison: Driving the new era of customer experience” report from Genesys, customers across all generations are concerned that AI adoption could make it impossible to reach a human agent. However, they all agree that as long as their issues are resolved efficiently, they don’t care whether it’s handled by a virtual agent or a human agent.

Tools like Genesys Cloud Agent Copilot combine the power of automation with humans to deliver exceptional personalized experiences, while automation and virtual agents free up your top human agents from mundane tasks, AI can assist them in delivering exceptional personalized experiences.

Genesys Cloud Agent Copilot empowers human agents with real-time support to find the answers they need fast, automate more manual tasks and give recommendations for the next best steps. The result is being able to respond more quickly and effectively to customers.

Such tools also reduce agent frustrating and tedious searches to find critical information when they need it, which improves the employee experience. AI automates processes for agents directly on their desktop, reducing the manual efforts required and letting them focus on their jobs: building deeper connections with customers.

Partnering for Success

Business and technology don’t exist inside a vacuum. Partnerships are a critical success factor across all fields. And customer experience is no different. The key to finding the right partners is teaming up with best-in-class leaders in their sphere, who also share your organization’s values.

Scuderia ferrari, experience orchestration, cx, genesys
By partnering with the best, you can achieve the best. This is a principle that’s mirrored in our collaboration with Scuderia Ferrari HP. Genesys strives to exceed expectations and set a new standard in customer experience technology, while Scuderia Ferrari HP exemplifies the limits of performance and innovation on the racetrack. The partnership is a testament to a shared commitment to excellence and our drive to design unforgettable experiences in our respective fields.

Providing your contact center workforce with the tools they need requires integration across multiple solutions and systems. It takes a technology ecosystem to stay ahead of the curve. Let’s look at a couple examples.

Genesys AppFoundry

The Genesys AppFoundry® Marketplace is a curated collection of apps and integrations for creating a great customer experience. The AppFoundry collects all partner solutions, integrations and services for all Genesys platforms in one place, so customers can address their unique needs and achieve time-to-value quickly.

Amazon Web Services (AWS)

Genesys solutions run on AWS. This global strategic alliance with AWS provides the dedicated support of two leaders in their fields, end-to-end security and compliance, the ability to scale your CX efforts, and cost predictability and optimization.

Employees Are Your Most Valuable Stakeholders

At the end of the day, the most important people to partner with to build future success are inside your organization: your employees. AI and modern CX technology can take the manual burden off agents and give them the information they need right when they need it. But employees remain the lifeblood of the organization and its face with customers.

This means they must be trained to take advantage of the technologies adopted, which includes them understanding how those technologies make their work lives easier and more fulfilling. Help them understand changes in roles and metrics that will emerge as you leverage new technologies, and their positive career paths under new and changing structures.

Your employees’ success is your success, so empower them with the tools, technology and training they need to perform their best – just as Scuderia Ferrari HP equips its team with the tools and technology to achieve peak performance on the track. And with the Genesys Cloud™ platform, you can empower your employees with cutting-edge AI and CX solutions to drive unparalleled customer experiences. Together, we push the boundaries of what’s possible, striving for excellence in every endeavor.

The experience companies provide to customers and employees is a critical differentiator. Seamlessly delivering the deeply personalized experiences will ultimately drive loyalty and business outcomes. Learn more about experience orchestration today. And see more about the Genesys and Scuderia Ferrari HP partnership.