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Tuesday Apr 26, 2022

Episode 39 - The Path Towards Experience as a Service

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Customer Experience Insights

Customer Experience Insights

Host Scott Nagel interviews leaders and influencers as they provide candid insights into Customer Experience - one podcast at a time.

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Episodes

Episodes

Episode 38 - Shifting from Business Centric to Customer and Employee CentricImageImage

Wednesday Apr 13, 2022

Episode 38 - Shifting from Business Centric to Customer and Employee Centric

Wednesday Apr 13, 2022

Exploring the book Empathy in Action – Pt. 2: Shifting from Business Centric to Customer and Employee Centric This is episode 2 in a four-part series highlighting key takeaways from Empathy in Action, the new, best-selling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview influential consultant and speaker Robert Harris about his key takeaways from chapters 1-5. Discussion points include why putting Empathy into Action is critical today and why you must empower your business to deliver employee-centric experiences and build employee trust. Get the book here.  

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Episode 37 - Exploring the book Empathy in Action – Pt. 1ImageImage

Tuesday Mar 29, 2022

Episode 37 - Exploring the book Empathy in Action – Pt. 1

Tuesday Mar 29, 2022

Exploring the book Empathy in Action – Pt. 1: How to Put Empathy Into Action in Your Customer Experience-This is the first in a four-part series highlighting key takeaways from Empathy in Action, a new book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview author and speaker Adrian Swinscoe about his recent article about the book on Forbes.com. Discussion points include building an empathetic musculature, blind spots to avoid, and utilizing advanced technology. Get the book here.    

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Episode 36 - Leveraging AI to Build Customer EmpathyImageImage

Tuesday Mar 15, 2022

Episode 36 - Leveraging AI to Build Customer Empathy

Tuesday Mar 15, 2022

Leveraging AI to Build Customer Empathy - and Other CX Trends for 2022 and Beyond - In this podcast, Claire Beatty, Sr. Director, Thought Leadership, Genesys, and Ginger Conlon, Director, Thought Leadership, Genesys, discuss the report: The Top CX Trends for 2022 and Beyond, focusing on Trend 4: Leveraging AI to Build Customer Empathy.

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Episode 35 - Genesys Cloud CX in 2022ImageImage

Sunday Feb 27, 2022

Episode 35 - Genesys Cloud CX in 2022

Sunday Feb 27, 2022

Genesys Cloud CX in 2022: What’s New, What’s Coming - Jim Whatton, VP, Americas Solution Consulting, Genesys, joins host Scott Nagel and discusses the latest Genesys Cloud CX capabilities, pricing updates, and what to look forward to in 2022.

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Episode 34 - GigCX is Future-proofing Customer ServiceImageImage

Tuesday Jan 18, 2022

Episode 34 - GigCX is Future-proofing Customer Service

Tuesday Jan 18, 2022

Genesys and Limitless- How GigCX is Transforming and Future-proofing Customer Service - In this podcast, Cherie Landman, VP of Sales, Limitless, and Nick Chaillier, Industry Executive, Genesys, discuss the power of the Genesys and Limitless partnership, how GigCX can augment and future proof your customer service strategy, and the value it brings to the retail industry.    

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

Tuesday Jan 04, 2022

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

Tuesday Jan 04, 2022

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.  

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Episode 32 - Is Your Contact Center Inclusive?ImageImage

Tuesday Dec 14, 2021

Episode 32 - Is Your Contact Center Inclusive?

Tuesday Dec 14, 2021

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.

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Episode 31 - Why Pointillist Acquisition  is a Game ChangerImageImage

Friday Dec 03, 2021

Episode 31 - Why Pointillist Acquisition is a Game Changer

Friday Dec 03, 2021

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.    

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