HOW TO BUILD A MORE ROBUST EMAIL STRATEGY: Pinpoint which use cases make the most successful email interactions Use agentless notifications set to activate through “if-then” criteria Prioritise emails like warranty expiration notices over promotional campaigns Email has evolved over the years. Even if it’s already part of your contact centre strategy for customer experience
Businesses worldwide have seen a massive acceleration in demand for digital products and services. And 80% of customers now consider their experience with a company to be as important as its product. That means companies must engage smarter — combining the best of AI and human support so customers and employees get what they need
The steady evolution of the contact centre is over. A rapid revolution in customer expectations that demands unprecedented agility is taking its place. To thrive, organisations in every industry need innovative customer experience (CX) strategies — and the technology to deliver them. CX transformation is critical — and it depends on winning over the executive
Consumers have grown accustomed to exceptional experiences. They want to be heard, seen and helped. And they expect great service that’s infused with empathy. Conversational AI can empower your organisation to listen, understand and act with empathy during every conversation — human or machine — if it’s incorporated with strategic intent. Explore how you can
IN THIS EBOOK, YOU’LL FIND OUT: Why contact centre leaders struggle to reduce costs and boost satisfaction Why customer journeys are the key to contact centre optimisation Six ways journeys help you increase satisfaction and reduce costs According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to
As customers embrace digital channels, voice might seem hopelessly old-fashioned. It’s easy to overlook in your planning, but that’s a mistake you can’t afford to make. Voice still matters, and it should still be at the heart of your omnichannel strategy. It’s the channel customers still prefer for complex issues and sensitive situations. And when
Il Customer Engagement digitale si sta evolvendo rapidamente. Quest’anno i clienti destineranno il 25% in più della propria spesa verso quelle realtà in grado di compiere correttamente la trasformazione digitale. Le chat sul web, le app di messaggistica social e i chatbot hanno un potenziale enorme in quanto a engagement e supporto dei clienti. Tuttavia,
Trend e tecnologie che indirizzano le Customer ed Employee Experience del futuro L’inizio del 2022 cade a due anni da quello della pandemia di COVID-19. Oggi è ormai chiaro: la pandemia globale ha cambiato per sempre il modo in cui viviamo, lavoriamo e conduciamo le nostre attività. I responsabili della Customer Experience (CX) stanno assegnando
The State of Customer Experience is an ongoing series of consumer and business research related to customer experience (CX). This is the second global survey, executed in April and May 2021 on behalf of Genesys by an independent research firm. It includes insights from 2,629 consumers and 690 CX executives across multiple industries drawn from
The COVID-19 pandemic profoundly changed the ways in which people live, work and interact with friends, colleagues and businesses. In this new global report, Genesys surveyed over 11,000 consumers across the US, Latin America, Europe and Asia-Pacific to understand how the pandemic affected people’s health, happiness, and social and professional interactions — and how businesses