September 1, 2021 – Duration: 20:38

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 centers, too. The broad visibility of social channels means your responses and interactions are public, so the stakes are high. In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud platform, talks about the unique challenges of social media engagement, the role of video in customer interactions and the power of cloud technology to enable seamless omnichannel experiences with less burden on the contact center.

speaker

Katie Ritz

Senior Director, Product Management

Katie has showed above­-and-beyond commitment in leading efforts to release the right product/platform enhancements, which helped bring our hybrid strategy to life. Her strong advocacy for empowering customers to embark on digital transformations has enabled more customers to migrate to our cloud technology: Genesys CloudTM. Her effort has turned strategic aspirations into true measurable sales success for the company.

Related Resources

Tt20 art s2 ep3

S2 Ep. 3 Meet your customers on their preferred channels

Learn more
Mastering digital channels webinar 824×528 feature image lifestyle

Channel Surfing: Mastering Digital Channels for your business

Learn more

Interested in listening to more Tech Talks in 20? Be sure to check out our podcast page to hear more customer experience-focused topics in bite-size segments!