Genesys

Three arrows on an archery target

Customers shouldn’t have to explain intent. Businesses should monitor what they are up to, so that customers can expect the same personalised attention from online shopkeepers as they get when visiting their favourite farmers’ market. Put simply, the online marketplace is fundamentally different to the physical marketplace. As customers, we’re

What if you could understand when customers are not going down the right path, or when they are lost? What if you could engage with them in real time — and even intercept carts on the verge of abandonment? The result would be a more successful web site and happier

Customer experience professionals have been obsessed with mapping customer journeys — optimising business processes and streamlining the passage of engagement. These maps or flowcharts are meticulously designed to guide customers effortlessly from Point A to Point B, to complete their purchase, or to get help. Yet prospects and customers still

Banks, armed with large amounts of customer and transaction data, are deploying predictive techniques in an effort to deliver better customer experiences at scale. While the value of data driven modelling is well understood, executing it without “personal and business bias” in a way that predicts customer behaviour remains a

outlook, view, forecast,

Brands are starting to utilise their investments in predictive analytics to better personalise experiences at scale in a field that is known as predictive engagement.  According to an Investigates study by the Which-50 Digital Intelligence Unit conducted in partnership with Genesys, predictive engagement helps organisations drive more intelligent customer engagement.

mobile chatbots ai machine learning

Chatbots and the conversations they facilitate are creating troves of new customer data. Leaders are already using this data to create opportunities for marketing, according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. However, successfully leveraging these new marketing opportunities requires avoiding a common technology

Chatbots have come a long way since their inception, maturing  into multilingual, AI-driven tools capable of handling full customer transactions. However, somewhat paradoxically, they’ve actually made human jobs harder, according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. Kraeutler explained to Which-50 that chatbots’ increasing

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Chatbots have already evolved from their conversational commerce roots to delivering fully fledged service functions. The technology stands poised to enable real-time financial transactions and break down long-standing language barriers. That’s according to James Kraeutler, VP of the ISV and technology alliance program at Genesys. He explained to Which-50 a

Aprimo John Stammen

It is not technology, but culture, that is critical to becoming a future-forward business. So says futurist Chris Riddell, the first ever Chief Digital Officer for Mars Incorporated and global futures advisor to the Australian Federal Police. During Genesys’ Humanity Reinvented: Beyond Tomorrow webinar, Riddell discouraged the audience of business

By the end of 2020 fully one-quarter of customer service operations will use virtual customer assistants. That view, publicly expressed by research company Gartner last year, explains the enormous thirst for information around chatbots. Which-50’s new “The Business Of…” webinar program will kick off on February 26th with a deep