Category: Business

Connecting influencers, customers, and partners with candid insights into Customer Experience - one podcast at a time

Host: Scott Nagel - Genesys Global Consultant Program Manager

January 4, 2022

Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017

In this episode, Genesys leaders Claire Beatty, Sr. Director, Thought Leadership, and Janelle Dieken, SVP, Content Marketing, discuss The State of Customer Experience Report, comparing the trends that have occurred since the last report in 2017, and how consumers prefer to interact with a business, their satisfaction with different channels, and what they value in a customer experience.


December 14, 2021

Episode 32 - Is Your Contact Center Inclusive? The Genesys & Be My Eyes Partnership

Making your contact center inclusive may be a lot easier than you’d think. In this podcast, Will Butler, VP of Community, Be My Eyes, and Eric Thomas, Global Diversity, Equity and Inclusion Officer, Genesys, discuss the partnership between companies, why it’s time for all contact centers to be inclusive, and how this partnership is literally changing contact centers and people’s lives for the better.

December 3, 2021

Episode 31 - The Pointillist Acquisition - Why it’s a Game Changer for Experience Orchestration

In this episode, Gordon Sexton, Global Design Lead for Genesys’ Financial Service Vertical, discusses the Pointillist acquisition and why Genesys is uniquely positioned to orchestrate micro and macro journeys.



November 16, 2021

Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service

In this episode, Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows, Partnerships and Business Development leader at Zappix, discuss how Visual IVR is transforming and simplifying the retail customer experience, moving voice customers to a digital and visual experience via on-demand apps, SMS, video and email.

November 2, 2021

Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise

In this episode, Scott Nagel interviews Jason Alley, Senior Director of Product Marketing at Genesys, to discuss Composable CX - what it is and how it is helping companies differentiate faster, adapt easier, and architect better.


October 19, 2021

Episode 28 - Rethinking WEM – It’s all about the Employee Experience

In this episode, Merijn Te Booij returns to provide an insightful update into how Genesys is rethinking WEM now and in the future, and why undertaking digital transformation without considering employee engagement is doomed to fail.

October 5, 2021

Episode 27 - The Correlation Between Human Values and High-Performing Agents

In this episode, Claire Beatty and Ginger Conlon return to discuss their new and insightful Human Values Study on engaging high-performing contact center agents based on their top personal values.

September 14, 2021

Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement

In this podcast, Gordon Sexton, an Industry designer at Genesys, explains the value that end-to-end journey orchestration brings companies, and how it’s fueled by rich data from Genesys and strategic partners like Adobe.


August 31, 2021

Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity

In this podcast, Scott Nagel interviews Erica Deahl, Senior Manager of Solution Consulting at Genesys. She explains the power that the new Genesys DX solution set brings to companies, and how AI powered support enables them to meet their customers where they are, allowing agents to me more empathetic in their engagement, while improving productivity.


August 11, 2021

Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model

In this podcast, Tim Keighley, Director of Pricing at Genesys, explains why providing customers control and flexibility is critical to the success of a pricing model, and how Genesys Choice is successfully simplifying pricing for customers.

July 27, 2021

Episode 23 - How to Build Trust and Loyalty with Today’s Disconnected Consumers

In this podcast, Scott Nagel interviews Genesys thought leaders, Claire Beatty and Ginger Conlon, about their timely new global study: The Connected Customer Experience, CX defines brand success for consumers today.

July 7, 2021

Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome

In this podcast, David Farrell, Director of AI product management at Genesys, explains the value of Predictive Routing and how it utilizes AI to better understand customer intent and agent skillset allowing a more personalized customer experience - leading to improved business outcomes such as average handle time and transfer rate.

June 22, 2021

Episode 21 - How Design Thinking Puts the “Voice of the Customer” into Action

In this podcast, Cameron Smith, VP of WEM Product Management at Genesys, takes listeners through the highly effective process of Design Thinking and shares insights into how it, when implemented properly, can transform and improve the day to day life of agents and other contact center supervisors and managers.


June 8, 2021

Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys’ new Ascend Partner Program

Listen as Ken Archer, SVP of Worldwide Channels, describes the new Genesys Ascend Partner Program, and how it delivers on Experience as a Service with and through a global ecosystem of partners.

May 20, 2021

Episode 19 - Reduce TCO by Integrating Accounts Receivable Management into your Contact Center

Listen as Scott Nagel interviews the business leaders of Latitude by Genesys.They discuss the importance of integrating accounts receivable management into the contact center to provide 360-degree visibility into the entire business relationship, while reducing TCO.

May 4, 2021

Episode 18 - Bot Building Made Easy – Learn how Genesys Dialog Engine Bot Flows Simplifies the Process

Bot building doesn’t have to be difficult. In this podcast, Scott Nagel interviews Robert Blane and Nicola Burns from the AI product management team at Genesys. They describe how Dialog Engine Bot Flows embraces the power of AI, simplifies bot creation, and helps deliver on the promise of Experience as a Service.



April 20, 2021

Episode 17 - Up to 200K Concurrent Calls, Scalable and Secure- Why Genesys Engage on Azure is a Big Deal

Secure, feature rich, scalable, and capable of handling 200K concurrent calls. In this podcast, John Hernandez, EVP and GM of Genesys Multicloud, explains why the recent announcement of Genesys Engage Multicloud on Microsoft Azure is a big deal, not just for Genesys, but for the industry.

April 7, 2021

Episode 16 - How Gamification is a game changer for agent performance and job satisfaction

In this podcast, Scott Nagel discusses Gamification with Michael Logan, a senior strategic sales consultant at Genesys. Michael builds a compelling case for how gamification can help speed up onboarding, increase agent performance, and foster a positive team environment all while encouraging friendly competition. 



March 23, 2021

Episode 15 - Experience as a Service - What it is and why it matters to customers

In this podcast, Peter Graf, Chief Strategy Officer at Genesys, discusses Experience as a Service and how it drives business value and enables companies to provide superior, empathy enabled experiences to their customers.


March 9, 2021

Episode 14 - The Gig Economy and the Changing Paradigm of WEM

In this podcast, Merijn Te Booji, General Manager of WEM at Genesys, describes the importance of Genesys’ partnership with Limitless, the value of and best use cases for gig workers, and how the paradigm of WEM and the whole industry is changing (accelerated by the pandemic).



February 5, 2021

Episode 13 - Vonage APIs + Genesys Cloud = Extending SIP Coverage, Audio and AI Capabilities

In this podcast, Bernard Slede, Director of Strategic Partnerships at Vonage, explains how Vonage APIs, an App Foundry partner, not only extends voice and video functionality for Genesys Cloud, but also enables customers to add SIP trunking in less than 10 minutes while simplifying carrier contracts.

December 17, 2020

Episode 12 - How the Pandemic has Changed Contact Centers for Good

Listen as Scott Nagel interviews Craig Robinson, Director of StableLogic - an influential, independent UK consulting firm. Craig addresses how the Covid-19 pandemic has accelerated contact centers moving to the cloud, and how that is helping them to be more flexible and productive. He discusses why he believes voice is never going away, and provides insights into new issues that have arisen, such as security, compliance, as well as motivating and training agents working from home.


October 27, 2020

Episode 11 - How to Reduce Customer Effort While Increasing Loyalty - an Interview with CX Index Founder David Heneghan

This podcast features an interview with David Heneghan, Founder of CX Index, a Voice of the Customer Solution and Genesys App Foundry partner. David highlights how CX Index integrates seamlessly with Genesys Cloud and Engage and has proven to reduce customer effort an average of 31% while increasing customer satisfaction 29%. David shares some real-world success stories demonstrating that “when the customer gets a better experience, everyone wins.” 

October 7, 2020

Episode 10 - How WEM Unleashes the Benefits of Working from Home

Listen to popular industry consultant, speaker and blogger Steve Leaden as he discusses how an integrated WEM solution unleashes the benefits of utilizing work from home contact center agents. Steve provides detailed ROI analysis and discusses real-world benefits to both companies and employees.

September 10, 2020

Episode 9 - How Multi-cloud Architecture Future Proofs Contact Centers

In this podcast, Tara Griffin, Director of Strategic Solution Sales at Genesys describes the flexibility multi-cloud architecture brings to businesses, allowing them to tailor their infrastructure, deployment and management models to fit their business.