Today, Genesys welcomes its new CMO, Barbara Holzapfel. Our Chief People Officer, Eva Majercsik recently sat down with Barbara to discuss what attracted her to the company and to get her views on the opportunity Genesys has in leading the customer experience (CX) industry into its next era of digital evolution.

Barbara has roots in marketing ethnography, the study of how consumers use a product or service to identify unmet needs. So, her passion is a perfect match at Genesys, which is focused on enabling organisations to orchestrate experiences where every customer feels seen, heard and understood.

As Barbara settles into her new role, she’s keen to tap into the growth opportunities for Genesys in a few areas, including the mid-market and industries undergoing rapid digital modernisation as well as digitising our go-to-market strategy. She also has her sights set on Experience as a Service®, reinforcing that it’s not simply an idea for the future, but something here and now that delivers the tools organisations need to bring empathy to their customer experience.

Watch this video to learn more about what Barbara sees on the horizon for Genesys and how she plans to help drive the company to reach its potential.