Category: Customer Experience

Success Story for Chile Comms Giant Thanks to AI-Powered Orchestration by Genesys

Entel, one of the largest telecommunications companies in Chile, has implemented Genesys AI-powered orchestration capabilities to seamlessly connect and manage native and third-party artificial intelligence (AI), resulting in significant efficiency gains. Now, its customers smoothly transition between automated systems...

AI Innovations Unveiled by Genesys at Xperience19

Genesys has introduced new orchestration capabilities powered by AI that connect native and third-party technologies to enable the most comprehensive customer journey management available today. Currently, businesses are adopting an increasing number of artificial intelligence (AI) point solutions to solve specific challenges....

Genesys Xperience19 Underway in Denver

Global household brands have been celebrated a mile above sea level in Denver, Colorado, at the Genesys Xperience19 event. The three day summit in the shadow of the magnificent Rocky Mountains is taking place at the equally magnificent Gaylord Rockies Resort...

Getting Personal With Direct-to-Consumer Sales

There are few better ways of minimising costs than offering products straight to buyers – and it seems brands increasingly agree. Survey’s suggest nine-in-10 plan to launch their own direct-to-consumer channel (DTC), and at least 23 aim to do so in the...

Sport Club Association: Attracting the Next Generation of Athletes

Many sports clubs in the UK are struggling to stay afloat and golf is a prime example, with player numbers down and courses going bankrupt. A major contributor to this predicament is a failure to attract younger players as members. In a...

Contact Centre Evolution: Keeping up With Customer Demands

In theory, it has never been easier for consumers to communicate with your business…but are the choices suitable and easy to access? Today’s consumers demand instant, fast, on-the-go interaction with companies, which is why web chats, texts, and social media have...

Embracing the Experiential in Retail

Customer relationships with brands continue to evolve, based upon changing expectations, and desires, and impacted massively by the speed at which ecommerce develops. The ability to buy almost anything, quickly online, has altered the brand loyalty that used to be...

Setting the Bar for AI/Customer Interaction

The Barbican’s newest exhibition, AI: More than Human, is an artistic exploration of the possibilities that modern technology presents, examining the diverse potential of artificial intelligence (AI).  A particularly striking installation is MakrShakr, a robotic bartender which can mix cocktails for...

Slow Customer Service Warning for Brands

Slow service is enough for more than half of British customers to ditch a brand, according to a new survey. A poll of 2,000 UK consumers revealed that 56 percent would stop shopping with a brand that forced them to endure...

2019 International Customer Experience Awards: Entry Discount Ends Soon!

The International Customer Experience Awards is returning to Amsterdam this year, and potential entrants have just a few days left to take advantage of a special Early Bird Discount offer.A total of 19 categories are open for submissions, with one...