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Customer Experience Insights

Business & Economics Podcasts

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

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

Location:

United States

Description:

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

Language:

English


Episodes

Episode 39 - The Path Towards Experience as a Service

4/26/2022
Exploring the book Empathy in Action – Pt. 3: The Path Towards Experience as a Service This is the third episode in our podcast series highlighting key takeaways from Empathy in Action, the bestselling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. Listen as we interview Lori Bocklund, an influential consultant, and Dr. Natalie about the key takeaways from chapters 6-9, focusing on the Four Systems of Experience Orchestration and how technology is enabling Experience as a...

Duration:00:31:32

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

4/13/2022
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...

Duration:00:25:42

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

3/29/2022
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...

Duration:00:25:24

Episode 36 - Leveraging AI to Build Customer Empathy

3/15/2022
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.

Duration:00:18:31

Episode 35 - Genesys Cloud CX in 2022

2/27/2022
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.

Duration:00:13:16

Episode 34 - GigCX is Future-proofing Customer Service

1/18/2022
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.

Duration:00:18:57

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

1/4/2022
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.

Duration:00:20:44

Episode 32 - Is Your Contact Center Inclusive?

12/14/2021
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.

Duration:00:20:17

Episode 31 - Why Pointillist Acquisition is a Game Changer

12/3/2021
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.

Duration:00:13:43

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

11/16/2021
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.

Duration:00:26:52

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

11/2/2021
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.

Duration:00:16:36

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

10/19/2021
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.

Duration:00:20:51

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

10/5/2021
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.

Duration:00:17:28

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

9/14/2021
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.

Duration:00:14:53

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

8/31/2021
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.

Duration:00:14:14

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

8/11/2021
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.

Duration:00:18:05

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

7/27/2021
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.

Duration:00:19:27

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

7/7/2021
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.

Duration:00:17:45

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

6/22/2021
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.

Duration:00:17:12

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

6/8/2021
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.

Duration:00:14:48