8 Trends Reshaping CX in 2022 and Beyond

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Presented by

Claire Beatty - Senior Director of Thought Leadership at Genesys, and Ginger Conlon - Thought Leadership Director at Genesys

About this talk

A keen focus on customer — and employee — experience is the biggest differentiator organisations have today. Delivering these relevant and empathic experiences at scale requires understanding the shifts driving change in CX and employee experience today. Watch this on-demand webinar 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 respond to them but also to get ahead of and harness them. In this session, you’ll learn how: - AI will better orchestrate customer journeys - The contact centre will evolve into a full engagement centre - Companies will rethink their CX metrics - Businesses will engage CX employees based on empathy

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Contact centre, customer service and customer experience webinar content delivered by a host of experts tackling today’s hot CX issues and trends from call centre metrics to chatbots, AI, workforce management, customer engagement, CCaaS and more. Our range of webinars will help you find the right customer experience solution and tools and get you ready to respond in real time on your customers’ channels of choice. Learn more about Genesys: www.genesys.com/en-sg/why-genesys