The Consultant Podcast from Genesys

Connecting influencers and customers with all things Genesys, one podcast at a time

Host: Scott Nagel - Genesys Global Consultant Program Manager

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

July 27th, 2021

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.

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

July 7th, 2021

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.

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

June 22nd, 2021

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.


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

June 8th, 2021

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.

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

May 20th, 2021

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.

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

May 4th, 2021

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.



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

April 20th, 2021

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.

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

April 7th, 2021

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. 



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

March 23rd, 2021

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.


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

March 9th, 2021

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).