C-suite must lead customer engagement

Jun 26, 2015

C-suite-led customer experience (CX) initiatives can increase revenues and customer satisfaction while reducing costs. Genesys has released a global study conducted by the Economist Intelligence Unit with 516 senior level executives in 21 countries to explore the...

Customer retention and experience

May 25, 2015

One of the greatest challenges facing businesses of all types and sizes today is the need to maximise engagement with customers and grow revenues while lowering the costs associated with delivering an outstanding customer experience, across each of the businesses communication channels. This is where the use of customer analytics come in to enhance engagement and loyalty.

Mind the customer engagement gap

Apr 16, 2015

The balance of information between businesses and their customers has shifted radically. From buying decisions to service, the customer is now in the driver’s seat. Companies across industries – from retail to consumer goods to utilities to financial services...

Customer engagement key for business success

Jan 12, 2015

Weak mobile customer service is harming customer engagement, according to Gartner. No rallying principle in the enterprise matters more than the creation of superior customer engagement and IT leaders will need to innovate in engaging customers on all channels and...

Gamification grows customer engagement

Aug 6, 2014

Gamification can be a powerful tool for engagement in the digital business, according to Gartner. “While people have used badges and points as motivational tools for hundreds of years, gamification can shift this motivation to a digital environment, enabling...