Tom’s Message – August 2016
For 25 years, Genesys has been 100% dedicated to helping you deliver exceptional customer experiences. It’s been a journey. We’ve grown. We’ve developed knowledge and expertise. We’ve innovated. What we’ve created with you and our partners is proof that great customer experiences drive better business outcomes and lasting relationships.
At G-Force 2016, we are excited to explore “The Journey of a Lifetime” and the future of customer relationships with you. Genesys CMO Merijn te Booij wrote in his blog that the enthusiasm with which crowds play Pokémon Go presages an acceptance of augmented reality (AR) in daily life, and in customer service, too. Forrester’s recent report, “Plan Now For Customer Service in 2021,” highlights the ways emerging technologies will enable stronger customer relationships and additional revenue. From two-way video, to AR and virtual reality (VR), to virtual agents, to IoT-connected devices, customer journeys will evolve.
This evolution means delivering connected experiences across multiple journeys and channels. We look forward to working with you, and supplying the tools to build these future journeys. Take advantage of our community of partners and learn from others just like you who are on this path. For more about journey mapping, check out “Journey Mapping: An Outside-in Approach to Delivering Great Customer Experiences.”
If you’d like to dive deeply into customer experience trends and explore what’s to come, join us in Miami this October. In the meantime, keep in touch with us through the CX Insider, where we’ll connect you with some of the best thought leadership in the industry.
Thank you for partnering with us to deliver exceptional customer experience. I look forward to meeting many of you in October.
President at Genesys