We’re counting down the hours until Call & Contact Centre Expo 2018 at the ExCeL on March 21 and 22 in London where Genesys will have a stand and speaking session.

As proud sponsors of the four official Expo awards, we’re leading the way into the future of customer experience on Stand 2210.  The Expo is the perfect opportunity to celebrate and showcase our innovation in the customer experience industry.  It is, after all, the go-to event for all call and contact centre professionals.

The Future of Customer Experience

Customer experience is receiving more attention than ever before – or is it?  If we look back to the days of the corner shop when people shopped locally and were often known to the shopkeepers by their first names, the customer experience was highly personalized.

Stock was ordered based on the knowledge of the customers, offers and recommendations were based on previous buying behaviors and priority was given to those who were likely to spend the most.

Sound familiar? With Artificial Intelligence (AI), Customer Data Management and omnichannel engagement, we see CX trending back towards hyper-personalization, highly targeted engagement and insights-based micro-segmentation that may one day offer that same level of tailored experiences that our ancestors once enjoyed.

We’ll be focussing our attention on this industry revolution during C&CC Expo on Stand 2210, so feel free to stop by to ask us anything.

Chatbots vs Blended AI

We seem to be facing the same race to the technology that removes the human contact that we saw with the Interactive Voice Response (IVR) and web self-service movements – and much like those technologies, we are seeing the same mistakes happening again.

The desire to drive the cost of human interaction out of customer engagement is blinding businesses when it comes to the impact this could have on their customer relationships.

It is not the technology but how it is being applied that is the problem. All too often, chatbots act like barbed wire and trenches in front of the contact centre, which implies that speaking to customers is a sign of failure in customer experience.

The alternative approach is to see chatbots (or any other form of self-service) as a way of helping those who can help themselves. The ATM is a great customer-facing concept, but if you see that your balance is wrong, you’ll more than likely want to speak to a human and not a bot.

The same goes for automation.  It needs to be a conduit to a resolution by using the power of AI to intelligently blend and balance automation with the power and pleasure of the human touch.

As we discussed at Mobile World Congress in Barcelona last month, it is clear that bots cannot satisfactorily replace human agents in contact centres. That’s why we’ve developed Kate and Blended AI by Genesys to help bots and humans work seamlessly together for the benefit of your customers.

Visit the Genesys Stand and Speaking Sessions

We’ll be showcasing PureCloud, PureConnect and PureEngage to show you how you can keep up with the CX revolution and connect with the customers who are moving away from traditional voice interactions and towards modern self-service.

As well as the experts on our stand, we have a speaker session available at C&CC Expo.

Disrupt the Disruptors – 21 March 2018

Brendan Dykes, Director of Strategic Marketing

In an increasingly busy modern society, businesses need to be up to speed on how to remain consistent and deliver an exceptional customer experience every time in the digital arena. Our Director of Strategic Marketing will be on hand to provide actionable advice about how to make digital a success for your business.

 

You can register for the event and speaking sessions on the official Expo website.

Brendan Dykes

Brendan has over 25 years of experience in the customer service industry, in both business and technical roles. This broad experience has allowed him to see first-hand the importance for both customers and organizations of delivering consistent omnichannel customer experiences....