Webinar Recap: Shifting from call centers to experience centers, and the role AI and operational efficiency play in shaping CX

Recently, I hosted a webinar with guest speaker Brian Bischoff, General Manager for the CCaaS Platform at Genesys. We did a deep dive into the ever-evolving world of customer experience (CX) and technology, talking comprehensively about the Genesys CX platform, the shift from call centers to experience centers, and the role AI and operational efficiency play in shaping outstanding customer experiences.

Insights on the State of Customer Experience

The discussion kicked off with a poll about the primary drivers pushing organizations to transform their CX solutions into cloud-based platforms. Brian noted that while legacy systems had been the major catalyst in the past, he was pleasantly surprised to see the shift towards a customer-centric approach. I, on the other hand, expected to see a greater inclination towards AI-powered opportunities.

Challenges and Solutions: Genesys's CX Platform

When dissecting the market's challenges, we highlighted the delicate balance between an amazing customer experience and organizational efficiency. We emphasized the pivotal role of improving agent effectiveness and addressing business recovery, risk, compliance, and cost. I emphasized the customer experience as the top-tier priority while maintaining the significance of offering communication channel choices and orchestrating customer journeys.

The Genesys Cloud CX Platform convincingly speaks to these challenges. It stands out with its AI and technology features, capable of navigating multiple channels and improving customer experience significantly. From emphasizing the increasing significance of mobile apps and cloud migration in unlocking AI abilities to underlining the potential of AI in boosting employee satisfaction and reducing turnover, the advantages of the Genesys Cloud CX Platform were obvious in the conversation.

Their advanced Genesys CX Platform convincingly speaks to these challenges. The platform
stands out with its AI and technology prowess, capable of navigating multiple channels and
improving customer experience significantly. From emphasizing the increasing significance of
mobile apps and cloud migration in unlocking AI abilities to underlining the potential of AI in
boosting employee satisfaction and reducing turnover, the merits of the Genesys CX Platform
were palpable in the conversation.

Injecting AI in Customer Experiences

A major portion of the discussion was around AI, its application, and benefits in an orchestrated customer environment. The Genesys platform has intelligently embedded AI throughout. Brian compared Genesys's journey to SpaceX, starting later but leapfrogging with a reimagined blueprint, powered by cutting edge technology.

I emphasized the value of AI use cases, noting that agent copilot and assist provide substantial value for cost. Brian mentioned that while virtual agents and bots are crucial, they should be complementarily paired with informed and contextual agents for a seamless customer experience. We also brought insights on the importance of complying with data processing and security regulations in customer-facing AI implementations.

Brian also enlightened attendees on Genesys's methodology of cloud-building, where they focus on user experience and interface closely and integrate clients' assets, such as Salesforce or ServiceNow, to boost performance. This open architecture enables their partners and clients to customize and curate their unique experiences.

Perspectives on AI Deployment and Hiring Challenges
We recounted the trials of hiring AI engineers and speech scientists, specifically mentioning the soaring salaries of AI cybersecurity experts and their foresight of AI cybersecurity evolving as an industry.

We collectively recommended choosing a CX platform based on its long-term value rather than cost. We prescribed a balance between organizational optimization and customer experiences, and prioritizing new technology and features based on CX improvement and financial ROI.

Lessons Learned & Recommendations
The valuable segment of the conversation came when we delved into the key learnings from
deploThe valuable segment of the conversation came when we delved into the key learnings from deploying AI and generative technologies - underscoring the importance of planning and design, need for iterative transformations and redesign, and the value of reporting, analytics, and the use of user stories.

Finally, we proposed a more consultative approach in NWN Carousel managed services to solve challenges collaboratively. We underscored the importance of meticulous planning and design to sidestep migration mishaps, advocated using sprints for adoption, and expressed the need for carrying only as much as can be managed comfortably.

The session concluded by advising attendees to book appointments to explore the unparalleled value of Genesys Cloud CX and their partnership with NWN Carousel further. This session turned out to be a goldmine of insights for CX tech enthusiasts and decision-makers alike!

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