Experience orchestration

Top 4 Factors for Evaluating a CCaaS Platform

To gain the most value from customer experience (CX) transformation initiatives, businesses are moving from outdated on-premises...

Matthew Loebman

24/06/2024

Unlocking ROI: How Conversational AI Transforms Contact Centres

In today’s competitive landscape, customer experience (CX) is a battleground. Leaders and decision-makers understand that a...

Guilherme Quelhos

19/06/2024

How Generative AI Is Transforming Customer Engagement

In recent years, customer interactions have undergone a dramatic transformation due to the rise of digital channels, social media...

James Walford

13/06/2024

AI Strategies for Building a Holistic View of Customers

Leaders across all types of customer-facing teams have differing priorities when it comes to the customer experience (CX) they...

Ginger Conlon

07/06/2024

Celebrating Our 2024 Customer Innovation Awards Winners

For 19 years, the Genesys Customer Innovation Awards have recognised and celebrated the remarkable accomplishments of our...

Angela Santarossa

01/06/2024

AI Transformation Can’t Happen Without Humans

Imagine this scenario: A customer calls wanting to return a product. The customer explains to Sue, the agent she’s speaking...

Zhecho Dobrev

30/05/2024

AI Business Case: Understanding What AI Can Do for You

Five years ago, automation was touted as a revolution that would free humans from many manual tasks. That prompted a lot of new...

Jon Capetz

23/05/2024

The Levels of Experience Orchestration

Experience Orchestration is the creation, delivery and optimisation of customer and employee experiences using communications and...

Tony Bates and Peter Graf

19/05/2024

Unleashing the Power of Customer Journey Orchestration

Today, customers want to achieve their service and purchasing goals through simple and connected experiences across any channel...

Ian Felder

13/05/2024

Mastering Data Analytics for Customer Experience Excellence

Data analytics and experience orchestration are two distinct but related concepts that are increasingly important as businesses...

Ricardo Solano

12/05/2024

How Businesses Put Experience Orchestration Into Practice

Giving customers a great experience has become as much a part of strategic planning for businesses as pricing, quality,...

Chris Becker

11/05/2024

Meet the Future with AI-Powered Experience Orchestration

Artificial intelligence (AI) technologies promise to improve nearly all aspects of the customer experience (CX) while driving...

Rahul Garg

10/05/2024

Unlocking the Secrets of Personalised Customer Journeys 

Modern digital experiences have changed expectations. Customers expect you to know about their needs and preferences — and...

Ian Felder

10/05/2024

Leading in the AI Era Means Rethinking Executive Roles

AI is changing everything, including your C-suite. We’re still in the early days of the AI era, and it’s already been a...

Eva Majercsik

06/05/2024

Transform CX and EX with AI-Powered Experience Orchestration

The entrance of digitally savvy younger generations into the workforce is quickly reshaping today’s customer experience (CX)...

Brett Weigl

02/04/2024

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.