Genesys Whitepapers


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10 Ways an Omnichannel Engagement Centre Helps You Deliver Next-Generation Customer Experience
By Genesys | 15/9/2016

This Executive Brief explores the ways in which organisations can embrace omni-channel engagement to help deliver next-generation customer experience.

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Five Tips for Mastering Digital Customer Service in 2016
By Genesys | 15/9/2016

As contact center digital engagement reaches critical mass, customers now expect the same level of service from digital and voice interactions. They’re also looking for a seamless experience when they navigate across multiple channels.

The following tips will help you prepare for this profound shift in customer engagement.

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Plan Now For Customer Service In 2021
By Genesys | 15/9/2016

Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service experiences will come to seem normal for their customers in five years. Many of these technologies require new organizational models as well as new metrics for measuring success — changes that will take time and careful planning. This report highlights the service experiences, and the technologies that underpin them, that your customers will expect in 2021.

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Trends 2016: The Future Of Customer Service
By Genesys | 15/9/2016

In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal are shaping customer service technology priorities. This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.

This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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The Omnichannel Customer Engagement Playbook
By Genesys | 7/8/2017

Your Guide to Delivering Seamless, Personalised Customer Experiences across Digital and Voice Channels

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Ten considerations for moving your contact centre to the cloud
By Genesys | 7/8/2017

This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Evaluating these criteria and answering critical questions at the outset enables you to select the solution provider that is the best match with your organisation’s business goals and requirements. With the knowledge gained, you’ll migrate your contact centre to the cloud with confidence.

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Engage with Customers in an Ultra-Connected Era
By Genesys | 7/8/2017

Take your customer engagement to the next level.

Connect with your customers on their terms using the PureCloud by Genesys. Deliver world-class customer engagement in a single platform that lets you exceed customer expectations today and quickly adapt as customer preferences change.

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Artificial Intelligence With The Human Touch
By Genesys | 22/3/2018

Companies are leveraging AI embedded in their customer engagement platforms to gain efficiencies, increase agent productivity, deliver better customer experiences, and, ultimately, transform operations by uncovering new revenue streams.

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Five Critical Requirements for Customer Experience in an Ultra-Connected Era
By Genesys | 22/3/2018

Taking a journey-focused approach to customer experience is critical. It helps put the customer at the centre of your business strategy, which, in turn, drives loyalty and revenue.

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Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

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Blog Posts

Why defining brand strategy is vital to capitalising on quick wins

Big brands were once protected from small brands by high barriers to entry. Big brands had the resources to employ big agencies, to crack big ideas and to invest in big campaigns. They had the luxury of time to debate strategies and work on long-term innovation pipelines. Retailers used to partner with big brands.

Troy McKinnna

Co-founder, Agents of Spring, Calm & Stormy

3 ways to leverage the talents of your team to avoid disruption

​According to the World Economic Forum in its most recent The Future of Jobs report, the most important skills for the future are not technical, task-oriented skills, but higher-order skills such as creativity, social influence, active learning, and analytical thinking.

Gihan Perera

Futurist, leadership consultant

CMOs, it’s time to stop squandering customer attention

Businesses continue to highly value the attention they buy through paid media, yet at the same time, many continue to disregard and under-value opportunities to connect with customers using their owned media.

Well written Vanessa!! Agreed with your view that human experience is marketing's next frontier. Those businesses who are focused on the ...

Clyde Griffith

Forget customer experience, human experience is marketing's next frontier

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Great tips for tops skills need to develop and stay competitive

Nick

The top skills needed to stay competitive in a rapidly changing workforce

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The popularity of loyalty programs is diminishing, though I'd say it is because customers are savvy enough to recognise when a loyalty pr...

Heather

It’s time for marketers to rethink their approach to ‘loyalty’

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Thanks Nadia for sharing this blog. It has really useful and amazing information about Salesforce Commerce Cloud and digital engagement w...

Holly Smith

Adidas taps data and technology smarts to build personalised digital engagement with consumers

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clearly someone who's jealous and only comments from the safety of being behind their keyboard

Peter Sibson

The purpose of purpose - Brand science - CMO Australia

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