Digital transformation was the theme of the week at another inspiring exhibition of innovation at Call & Contact Centre 2018 at ExCeL London this month.

We presented our leading CX solutions for the contact centre with live Augmented Reality (AR) demos and an insight into how Blended AI and Kate can help you better serve your customers in a world that is increasingly reliant on self-service and keen for first-call resolution.

The Sales & Marketing Customer Experience Blind Spot

Our Digital Practice Lead EMEA, Rik McCrossan, who joined us at Mobile World Congress 2018 in Barcelona last month, demonstrated how you can unlock the goldmine of CX opportunities by bringing marketing, sales and service together.

His speaker session illustrated how taking learnings from multiple areas of your business and combining them with real-time analytics can facilitate sustainable growth in the way you serve and engage with your customers.

We know that people are getting increasingly frustrated with repeating information to brands today, so we seamlessly combine chatbot technology with human agents in our Blended AI solution to allow you to improve the efficiencies of your contact centre.

Disrupting the disruptors

This type of innovation is befitting for a digital age in which some brands struggle to remain relevant to their technologically advanced customers. Our Director of Strategic Marketing, Brendan Dykes, hosted a speaker session that examined real-world examples of the benefits of investing in tech that allows them to do exactly that.

The potential number of touch points between customers and brands is greater than ever before, so contact centres must align to such trends to be able to meet the expectations of the people who are so crucial to their success.

Solutions like Predictive Routing and Speech Analytics by Genesys mean that you can be simultaneously reactive to the demands of your customer base and proactive in refining the process by which you do that, which, in turn, nurtures your digital growth and ultimate CX success.

Genesys Call & Contact Centre Awards: Winner of Best Analytics Product

We’re delighted that our approach to analytics was recognised by the official C&CC Expo Awards last week as we were presented with the accolade of Best Analytics Product.

Find out more about business optimization analytics and explore how to leverage artificial intelligence for your CX by checking out more resources: