Top athletes work tirelessly to hone their craft. Even at the pinnacle of their careers, the process is constant. The same is true with customer experience (CX). Even organisations known for experience excellence continue to look for ways to improve and evolve. And for many organisations today, that’s where artificial intelligence (AI) comes in. 

AI brings with it innumerable possibilities for enhancing CX and employee experiences (EX). Here are four examples of organisations effectively harnessing the power of AI. 

NGMG Empowers Employees to Deliver Unrivaled CX with AI   

Award-winning service, a commitment to supporting communities and competitive rates make Newcastle Greater Mutual Group (NGMG) the bank of choice for more than 600,000 Australians. The personalised customer experience that NGMG provides is another key differentiator and critical success factor.   

“We have quite a traditional customer base and their expectations have never been higher,” said Don Tribe, Head of Customer Operations at NGMG. “We want them to feel we know them and understand their banking history and needs. And to make their transactions as easy as possible.”   

Having standardised its contact centre operations on the Genesys Cloud™ platform, NGMG continues to prioritise experiences. AI-powered innovations including Genesys Cloud Agent Copilot and auto-summarisation reduce the need for service teams to search, memorise information or take notes — leading to reductions in average handle time and hold time (50 and 30 seconds per call, respectively).    

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Bright Horizons Reinvents EX to Drive Engagement and Business Growth 

Parents and organisations around the globe trust Bright Horizons to provide high-quality education and care. Its agents handle around 80,000 monthly calls, plus email, text and chat conversations, with maximum efficiency from one workspace. In addition, AI-powered Genesys Cloud Workforce Engagement Management has significantly reduced the time spent on manual work and alleviated mental strain with smart automated processes. 
“The happier we can make our employees, the better the services they’re likely to provide, and that comes across through every voice and digital experience,” said Bruce Lambert, Director, Resource Planning and Reporting at Bright Horizons. “That meant a more integrated omnichannel approach that reduced agent effort and made it easier to connect customer journeys and data.” 

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Omnichannel CX Leads to a 50% Improvement in First-Call Resolution  

Grupo Equatorial has been a mainstay of Brazil’s energy market for two decades. It serves 34 million people across 31% of Brazil, from Oiapoque in the north to Chuí in the south. But its business is changing.    

Alongside its regulated electricity distribution operations, where customers have no choice of provider, Grupo Equatorial has been branching out into competitive markets such as rooftop solar power and telecommunications. These markets demand high levels of customer responsiveness and engagement.   

As customers embrace digital channels, and regulators insist on omnichannel service delivery, Grupo Equatorial has adapted to meet those expectations. With the Genesys Cloud CX® solution, the company is able to provide a market-leading customer experience that has led to a 26% reduction in repeat calls and a 50% improvement in first-call resolution.  

“We are using artificial intelligence to help develop customer relationships. The result is improvements in operational efficiency, customer experience and consumer satisfaction,” said Maurício Alvares da Silva Velloso Ferreira, Director of Corporate Clients and Services at Grupo Equatorial. 

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Blending Tech and Human Touch Enabled Siam Commercial Bank to Cut Repeat Calls by 50% 

Siam Commercial Bank (SCB) is a pillar of Thailand’s financial sector, consistently evolving to meet its customers’ changing needs. Today, the bank continues to innovate, harnessing advanced technology to enhance its CX and better support its frontline service operations.  
With a monthly call volume of 450,000 and a workforce of 1,000 contact centre agents operating across 15 contact centre locations, SCB needed a modern solution to manage customer interactions from across channels more efficiently. That’s where Genesys Cloud came in. 

By implementing Genesys Cloud, SCB was not only able to meet customer needs while keeping pace with change, but it also cut repeat calls by 50%, reduced average wait time by 25% and decreased average handle time by 3%. 

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Discover how Genesys Cloud AI delivers secure, compliant and contextual customer interactions to help you revolutionise your customer and employee experiences. Read the eBook “Why companies choose Genesys Cloud for AI and automation” to find out why top brands trust Genesys Cloud AI for seamless CX transformation.