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.
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.
Industries are shifting focus from workforce optimization to workforce engagement management (WEM). They’re moving from only monitoring productivity numbers to analyzing data from all parts of the contact center. In fact, 86% of organizations now consider employee engagement to be of equal or higher importance than other factors. Download the whitepaper for more information.
Welcome to the 2022 Digital Trends report! This annual Adobe survey, produced in collaboration with Econsultancy, captures insights from nearly 10,000 marketers, consultants and practitioners to map the evolution of marketing, advertising, content, commerce, and customer experience trends around the world. It identifies key opportunities for companies to refine their digital strategies and drive sustained