A keen focus on customer — and employee — experience is the biggest differentiator organizations have today. Delivering these relevant and empathic experiences at scale requires understanding the shifts driving change in CX and employee experience today. Join us as CX leaders from Genesys, Qualtrics’ XM Institute, Valuegraphics and others discuss the coming impact of these trends, as well as what you need to do not only to re...

Join us as we discuss how to build an integrated view of your contact center operations that will provide real time insights into what your customers are experiencing and how your applications, processes, and agents are performing. Genesys offers a best in-breed contact center as a service solution that integrates with Splunk, collecting data around conversations, missed opportunities, workforce management, and system performance. Splunk ties...

Agencies are struggling to handle the increasing call volumes from citizens seeking help related to the COVID-19 vaccine. Increasingly, government and healthcare leaders recognize that AI and automation technology are the most powerful solutions to address these challenges. Learn how to keep your community informed while enabling frontline workers to focus on vaccine administration and other mission-critical operations. Join this session to u...

Whether you’ve recently migrated to the cloud or made the move a while ago, you’ve probably identified gaps in your reporting and analytics. And you’re probably wondering how to bridge those gaps from your previous platform — while meeting changing reporting requirements. This is particularly true for enterprise environments with multiple reporting tools like Salesforce, Zendesk and more. In this webinar, you’ll l...

65% of organizations will have shifted to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past, according to IDC. Change is inevitable but it doesn’t have to be hard. Creating the best customer experiences requires having the best solutions at your fingertips. Genesys continues to work hard to equip you with just that. Join us in this quarterly webinar to learn abo...

Contact centers managers across all verticals want technology that not only streamlines remote agent productivity but also enhances security. One way to do this is with active voice biometrics authentication that occurs in an IVR — before a caller is even transferred to an agent. In this webinar, we’ll explore how implementing automation, self-service and robust security practices removes the burden on remote agents — especia...

Website traffic is on the rise. So, prioritizing, engaging and personalizing every customer experience can be tricky. The right solution lets you monitor real-time web traffic to broaden customer journey data. And that means you can create experiences that drive business results in your contact center. In this live demo webinar, you’ll see how predictive capabilities give you the data needed to tailor customer experiences and drive resul...

Voice technology is transforming the customer experience in the contact center for the better. Gone are the days when voice wasn’t accurate enough or available in enough languages. Having accurate any-context speech recognition at the foundation of your automation technologies can enhance and change the way you operate your contact center. And that can empower you to deliver exceptional customer experiences. In this webinar, Piet Knight...

To protect the health and safety of attendees, this event has been rescheduled due to COVID-19 concerns. New Dates: 11/17-11/20/2020 An All New Xperience This is not the typical user conference. Xperience 2020 is tailored to your innovation journey and supports you with the right people, information and experiences to get you where you need to be. If you are a customer experience leader and transformation is on your agenda, you’ve come...

How is your agency meeting the new customer experience mandates? At our recent CX Tour for Government, we heard from industry leaders from Forrester and Office of Management and Budget. They shared specific insights covering: Customer experience requirements set forth in the President's Management Agenda, OBM Circular A-11 Memo, and pending legislation The state of Customer Experience in Government, and 6 competencies to improve customer expe...