Customer experience focused topics in bite-size segments

May 11, 2023

How OVO Energy builds better bots — faster

The best customer service bots deliver on consumers’ preference for fast, first-interaction resolution. And when an interaction...

April 27, 2023

S3 Ep. 14 Live from Enterprise Connect 2023: Rethinking AI, CCaaS and EX 

The hottest topics of conversations at Enterprise Connect 2023 revolved around what’s next for artificial intelligence (AI)...

March 22, 2023

S3 Ep. 13 Provide agents and developers with an engaging UX for the best CX

Delivering an optimal customer experience (CX) isn’t just about creating engaging, relevant interactions for external...

February 28, 2023

S3 Ep. 12 Making the business case for new customer experience technology

The need for customer experience (CX) innovation is near constant today. Keeping pace with customers’ changeable preferences...

February 6, 2023

S3 Ep. 11 Get buy-in for your CX technology transformation

Your customer experience (CX) is evolving. Maybe you’re moving to the cloud, incorporating an employee experience solution or...

January 27, 2023

S3 Ep. 10 The next AI frontier: EX superpowers

Savvy brands have already harnessed the power of artificial intelligence to supercharge customer experiences. Next up for AI –...

December 14, 2022

S3 Ep. 9 Supercharging your CX with the right apps

You’ve invested time and resources into selecting a customer experience (CX) platform that will empower you to deliver...

November 30, 2022

S3 Ep. 8 The endless possibilities for outbound engagement

The days of manual data cleaning and batch processing to load a simple dialer are gone. Today’s outbound campaigns are much...

November 2, 2022

S3 Ep. 7 The power of technology to engage CX employees

Great CX employees want opportunities to learn new skills and advance their careers. And they want clear, consistent...

October 19, 2022

S3 Ep. 6 Optimize CX tech adoption through training

Technology should never be a barrier to delivering great customer experiences (CX). With the right training, it won’t be. The...

October 5, 2022

S3 Ep. 5 Using tech to retain, support and train agents

For many contact centers, high turnover among agents is business as usual. But customer experience (CX) work is changing fast....

September 21, 2022

S3 Ep. 4 The key to an effective omnichannel strategy

Omnichannel CX is top of mind for many contact centers — for good reason. Being everywhere your customers want you to be...

July 29, 2022

S3 Ep. 2 How not to bot

Bots can deliver great automated service for a wide range of questions, issues and transactional interactions. But they can’t...

July 13, 2022

S3 Ep. 1 The key to retaining top CX development talent

Retaining top talent is a perpetual challenge for customer experience (CX) leaders. To deliver outstanding customer experiences,...

June 15, 2022

S2 Ep. 12 The technology that drives empathy at scale

Empathy is more than a feeling. It’s a seismic shift in perspective that allows us to understand the experiences of others. For...

June 7, 2022

S2 Ep. 11 Customer journey management — the next step in CX evolution

In a recent Harvard Business Review study, 82% of customer experience (CX) leaders agree that understanding the quality of the...

April 14, 2022

S2 Ep. 10 What’s hot at Enterprise Connect 2022

It’s great to be back at the exhibit hall in person. Our hosts, Ginger Conlon and Michael Logan report from Enterprise Connect...

March 30, 2022

S2 Ep. 9 Why composable CX is the future

The future of customer experience (CX) is composable. We’re hearing that a lot these days. But what is composability — and...

February 10, 2022

S2 Ep. 8 AI and the Customer-Centric Enterprise

Companies in every industry are looking for a way to differentiate themselves. Using artificial intelligence (AI) to enhance the...

December 8, 2021

S2 Ep. 7 The State of CX: cloud platform maturity

Today’s customers expect a higher level of service than ever before, leaving CX leaders scrambling to deliver and...

November 4, 2021

S2 Ep. 6 Agents want growth opportunities – WEM can help

In the contact center, your agents are the key to delivering outstanding customer experiences. And knowing what your agents value...

September 15, 2021

S2 Ep. 5 Deliver empathy at scale with conversational AI

Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number...

September 1, 2021

S2 Ep. 4 Engage customers through social channels

Social media connects people — with family, friends and even brands. It’s quickly becoming an important channel for contact...

August 16, 2021

S2 Ep. 3 Meet your customers on their preferred channels

The digital world moves fast, with new channels popping up and capabilities evolving constantly. As your customers adopt these...

July 28, 2021

S2 Ep. 2 Drive productivity with workforce engagement

A more engaged workforce is a more productive workforce. Getting — and keeping — your employees engaged requires a smart...

July 13, 2021

S2 Ep. 1 Delivering empathy — no agent required

Delivering empathetic customer experiences doesn’t simply mean being nice. It’s also means truly understanding and meeting...

July 13, 2021

Meet your hosts: Introducing Ginger Conlon and Michael Logan

Season two of Tech Talks in 20 kicks off with two new hosts and a ton of valuable insights into how you can use technology to...

April 29, 2020

S1 Ep. 1 Little steps to a successful contact center integration

Integrations don’t have to a heavy lift. By taking small steps, you can achieve a better customer experience through a more...

May 13, 2020

S1 Ep. 2 Trusting that WEM is a change worth making

See how workforce engagement management (WEM) helps you let go of your old way of doing things while over coming the common fear...

June 3, 2020

S1 Ep. 3 Harnessing a new level of control with the Genesys Cloud solution

The cloud opens the door to immediate contact center scalability and feature velocity. Still, many companies are hesitant to...

August 5, 2020

S1 Ep. 4 Build better long-term relationships with outbound engagement

It’s vital that you proactively reach out to your customers. But they won’t be happy if you call during dinner or text...

August 19, 2020

S1 Ep. 5 AI in the real world of business

Artificial intelligence (AI) has changed the game for numerous industries. In the contact center, it can deliver customer-centric...

September 2, 2020

S1 Ep. 6 Exploring the four waves of AI

Companies embarking on a digital transformation are using artificial intelligence (AI) to better understand and personalize...

September 16, 2020

S1 Ep. 7 Sharpen your skills through the Genesys Developer Center

Contact center technology evolves rapidly, which can make it difficult to keep up. As a developer, you need to stay on top of the...

October 28, 2020

S1 Ep. 8 Creating your best work environment with Gamification

Contact center managers want their employees to do the right thing. But balancing time for training, time off and which metrics...

December 17, 2020

S1 Ep. 9 Extend your customer experience with the Genesys Cloud platform

Businesses have the vision of providing a great customer experience. But siloed technologies and existing investments prevent...

February 10, 2021

S1 Ep. 10 Design systems: Build better and faster with shared wisdom

Building new features every week in the Genesys CloudTM platform takes expertise. Developers need the domain know-how to create...