Genesys

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

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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.

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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

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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

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Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. But these stories beg to ask the question: Do brands assume they know what customers want? The answer seems to be yes. According to

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Power has shifted from business to customers as digital technology lowers brand switching costs and pushes experience expectations sky high. However, few organisations are able to deliver exceptional customer experience and those that can are threatening to gobble up the market. A Forrester report, Drive Marketing And CX Convergence With Modern Technology

Want to annoy your customers? Removing your phone number from your website is a good place to start. New research from analyst firm Telsyte shows Australians still prefer to pick up the phone and speak to someone directly, despite an increase in digital customer service interactions. Telsyte’s survey of more