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Embedding a cooperative philosophy within the development process with our new whitepaper.

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

The start of 2022 marks two years since the COVID-19 pandemic began. And now it’s clear: The global pandemic has permanently changed the way we live, work and do business. Customer experience (CX) leaders are prioritising solutions that give organisations the agility needed for swift, sustainable differentiation — no matter what changes the future holds.

Gartner Critical Capabilities: Security Service Edge (SSE) 16 February 2022, John Watts, Charlie Winkless, Aaron McQuaid, Craig Lawson The Gartner document is available upon request from Lookout, Inc. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest

Gartner Magic Quadrant: Security Service Edge (SSE) 2022, John Watts, Charlie Winkless, Aaron McQuaid, Craig Lawson The Gartner document is available upon request from Lookout, Inc. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or

The rapid move to the cloud has provided healthcare organizations the ability to continue services during the global pandemic but has also brought about new attack vectors. Due to the sensitive nature of the data, whether it be patient medical records or intellectual property on new drug development, healthcare organizations are prime targets for ransomware

This Whitepaper explores the changes in consumers’ channel preferences and satisfaction, the devices they’re using to interact with businesses, trends in personalization and how consumers are using social media to advocate for the companies that provide excellent service.

Focus on your employees’ needs and they’ll contribute to your success. Workforce engagement uses artificial intelligence (AI)-powered tools and processes to simplify performance and quality management — and flexible forecasting and scheduling. When employees feel valued, supported and engaged, you have a direct path to improve customer satisfaction. Read this guide for more information.

In May and June 2021, Genesys partnered with The Valuegraphics Project on a global survey of 16,671 contact centre employees in sales, customer care and tech support. This survey focused on their personal values — what they care about most in life. Download this whitepaper for mor information.