Genesys Launches Genesys DX, The Next Chapter in Customer Engagement
Companies have shifted more business to digital interactions based on the rapid changes in consumer expectations and a pursuit of new potential customer touchpoints. Traditionally, they approached the engagements as singular interactions through various digital channels or on transaction-oriented, conversational platforms. In today's consumer-defined landscape, businesses need to create empathetic experiences across digital interactions like web chat, messaging and chatbots that build trust and loyalty with customers. Genesys created Experience as a ServiceSM to deliver empathy at scale – and this digital frontier galvanizes this new direction for an industry in transformation.
Genesys DX enables companies to move the customer experience beyond the transactional chat interactions that are common today to deliver conversations that customers welcome. With each customer engagement, Genesys DX will get smarter about how to improve their experiences throughout the relationship lifecycle based on dialogue, responses, and preferences. Genesys DX helps companies understand customer needs and predict customer intent.
"The world of customer engagement has changed fundamentally with the majority of consumers preferring digital experiences," said Barry O'Sullivan, Executive Vice President and General Manager of Genesys Digital and AI. "Businesses must adapt to meet new customer expectations for rapid, reciprocal engagement. With Genesys DX, companies can now engage customers with always available, intuitive digital conversations that are predictive and proactive to build trust and loyalty."
"Consumers around the world turn to us and our family of iconic outdoor, active, and workwear brands to live and enjoy their best lives," said Richard Donaldson, Director, Digital Product Management, VF Corporation. "We want to enable our brands to provide an amazing consumer experience at every opportunity and across every touchpoint. With Genesys DX, we have a standalone digital platform to deliver empathetic customer engagement anywhere in the experience."
Date Posted: Friday, June 25, 2021
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