The State of CX: Consumer and business perspectives, gaps and opportunities

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Presented by

Elcenora Martinez, Global VP of Digital, AI and Cloud Product Marketing at Genesys with Claire Beatty and Adrian Swinscoe

About this talk

Consumers’ ever-rising expectations include a first-contact resolution and fast response among their top service priorities. As customer experience (CX) organisations face rising transaction volume and complexity, meeting these demands is tougher than ever. Watch this “The state of CX: Consumer and business perspectives, gaps and opportunities” to hear our expert panel discuss findings from global research on today’s top strategic CX priorities and challenges. Get key insights on what’s valued most in a customer experience today, pulled from surveys of 2,629 consumers and 690 CX executives. And learn how current trends compare to a similar study conducted in 2017. You will learn: - How companies are trying to win on CX - What consumers consider to be exceptional service - Why businesses need to rethink their channel mix to match changing preferences - What a focus on personalisation and privacy can do to enhance CX While some organisations are struggling with interaction complexity, aging technology, resource constraints and a lack of agility, CX leaders have countless opportunities to win in today’s experience economy with a clear path toward loyalty and growth. Research shows we’re entering a new phase of CX. Be sure your company is ready.

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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