Perspectives on CX, AI and the Changing Contact Centre
Customer experience technology is changing quickly. AI, cloud platforms, automation, CRM, workforce management and new approaches to customer engagement are reshaping how organizations serve their customers.
But new technology does not automatically create better customer experiences or better business outcomes.
Here I share practical perspectives on the trends, technologies and decisions shaping customer experience. They draw on decades of work across contact centre technology, Genesys Cloud, solution architecture and CX transformation.
Topics include:
Customer experience strategy and transformation
Contact centres, CCaaS and Genesys Cloud
AI, automation & governance
Workforce management and employee experience
CRM, data and customer context
Technology strategy, investment and business value
The objective is not simply to discuss what is new, but to ask a more important question:
What does it actually mean for your business, your employees and your customers?
