Standing on stage at The Brewery in London in my Genesys racing suit, I couldn’t help but feel a surge of pride as I looked out over the sea of more than 500 attendees – customers, partners, and prospects. From Yorkshire, in my own rally car and culminating in our arrival at our very own “Le Mans” entrance. The stage was set, the engines were revved, and we were ready to drive a great CX event. 

Five Levels of Experience Orchestration: A New Paradigm

The five levels of experience orchestration introduced at Xperience UKI serve as a comprehensive framework for understanding and enhancing customer interactions. These levels guide organisations from basic customer service to sophisticated, personalised experiences. Attendees were encouraged to assess their current strategies and identify areas for improvement, sparking deep reflections on their CX maturity. 

Customer Innovation Showcase: Seven Stories of Success 

The highlight of the day was the Customer Innovation Showcase, where we unveiled seven inspiring customer stories. These narratives exemplified how businesses are using AI-powered experience orchestration to transform their customer journeys and achieve remarkable results. 

HSBC: We learned about their impressive transformation in just three months to have a digital first strategy that would improve customer experience, employee experience and drive ongoing operational excellence and agility. With a service delivery model centred on continuous improvement and innovation, HSBC unveiled impressive business results and exciting plans for future innovation.  

The Home Office: With 22 contact centres live on Genesys Cloud in just 2 months, the UK Home Office has proven itself to be among the nation’s most innovative public sector entities. At the heart of their story is making services faster, more convenient and empathetic for citizens and employees, which includes bringing in the latest AI-powered capabilities. With results that include a ~15% reduction in call handling times and a ~37% leap in agent satisfaction, we were inspired to hear that the Home Office is ”just 10%” of their way through this huge and rewarding transformation.  

Virgin Atlantic: An AI leader in the UK as well as globally, Virgin Atlantic’s ”start-small, be curious” approach to the latest Genesys Cloud capabilities have enabled the team to continuously raise the bar. They’ve made extraordinary efficiencies in their contact centre while providing great experiences for customers and employees. Predictive Routing has proven to be a particular success with a 15% average AHT improvement across the pilot teams.  

Three: Customer loyalty and growth are paramount to Three – and require delivering fast, convenient and personalised experiences that differentiate the brand. Underpinned by a comprehensive technology transformation, Three is now positioned to embrace the best solutions for customers and employees across both B2B and B2C sectors. The reaction thus far has been extremely positive, with employees noting the simplicity and transparency of the Genesys Cloud environment. 

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LKQ Euro Car Parts: With a branch network rather than a contact centre, LKQ Euro Car Parts is using Genesys Cloud to grow their business. By knowing who is calling, and why, the team can ensure valuable opportunities are captured every time. With rich data that had never been available before, the LKQ Euro Car Parts team is bringing expertise into its service and delivering ”immediate, impressive results,” all while preserving and enhancing the personalised experiences that makes their brand so well loved.

Butlins: In a their presentation, Butlins shared their journey, highlighting the challenges they overcame and the milestones they achieved, made possible through a successful collaboration with our trusted partner, Sabio. They also unveiled their exciting plans for the future, focusing on further enhancements to their CX to provide a seamless and enjoyable experience for their guests.

Refuge: Giving back – the Genesys relationship with Refuge makes us hugely proud. The UK’s largest domestic abuse charity receives a call for help every two minutes from survivors in some of the darkest times of their lives. With Genesys Cloud, Refuge now has the tools and resources to reach hundreds more survivors every week and continues to enhance the service – making it more empathetic and responsive to survivors’ needs. We were honoured to present Refuge with a cheque and sponsor them as our charity partner at the UK National Contact Centre Awards which took place the day before Xperience UKI.

The Hero and the Villain: A Theatrical Take on CX

In a creative twist, Xperience UKI presented the concept of customer service as a pantomime, with Genesys playing the hero and poor customer service cast as the villain. This engaging and theatrical representation from our Solution Consultant’s team underscored the stark contrast between effective and ineffective customer service, driving home the importance of superior CX in a memorable way. The audience was captivated, finding themselves both entertained and enlightened by this unique approach and seeing AI solutions in action.

Power of Partnerships: The Power of Four

A significant feature of Xperience UKI 2024 was the demonstration of powerful partnerships. The event showcased the synergy between leading industry giants—Salesforce, AWS, Accenture, and Genesys—on the main stage. This “Power of Four” collaboration illustrated how strategic alliances can drive innovation and deliver unparalleled customer experiences. Each partner brought their expertise to the table, creating a comprehensive suite of solutions that addressed the multifaceted challenges of modern CX.

A Day of Insights and Innovation

With 21 sponsors contributing to the day’s success, Xperience UKI 2024 was a melting pot of ideas, innovations, and networking opportunities. Attendees left with a renewed sense of purpose and a clearer roadmap for their journeys in experience orchestration. The event not only highlighted the current state of CX but also paved the way for future advancements, ensuring that organisations are well-equipped to meet the evolving expectations of their customers.

Xperience UKI 2024 was truly a testament to the dynamic nature of customer experience management, our customers the true family. By introducing the five levels of experience orchestration, showcasing innovative solutions, and emphasising the power of partnerships, the event set a new benchmark for excellence in CX. As attendees continue their journeys, they do so with the knowledge and tools necessary to transform their customer interactions and drive long-term success.

Enhance your knowledge and stay ahead in your industry by watching the Xperience UKI 2024 sessions on demand today! Dive into cutting-edge insights, innovative solutions, and expert discussions at your convenience. Don’t miss this opportunity to get future-ready now!