As your partner in driving great customer experience (CX), we’re continually exploring and analyzing top customer service trends to help you get ready for the near future.

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September 17, 2016

Tom’s Message – September 2016

What’s on the technology horizon and how disruptive will it be? No one has a crystal ball, but the indicators we track are pretty clear on trends that are gaining momentum in this new “age of the customer.” As your partner in driving great customer experience (CX), we’re continually exploring and analyzing  top customer service trends to help you get ready for the near future.

In Plan Now for Customer Service in 2021, Forrester Research names five technologies that will transform customer service, including the Internet of Things (IoT). Connected devices are causing two shifts: Customers expect more focus on relationships that deliver preemptive service; and, agents need tools that enable them to do more precise troubleshooting.

IoT is a serious game-changer, no question about it, as it turns the voice of the device into a new channel with complex demands on resources. We see this red-hot trend in many industries. For example, the innovative electric car manufacturer Tesla currently pushes software patches to connected cars. The future is about supporting automation and preemptively diagnosing and fixing issues. Think about the possibilities: Imagine eight million appliances that automatically schedule service calls through your contact center!

The impact of IoT is just beginning to hit contact centers, and it will certainly impact the customer experience. But it’s also an opportunity to build deeper relationships with your customers. Join us at Genesys G-Force 2016, Oct. 4-6 in Miami, as we share what we’ve learned about IoT and more. Event highlights include an in-depth session on The Disruptive Impact of IoT on Customer Experience, plus many sessions on self-service systems, analytics, work processes, and hyper-personalization.

If you’re unable to attend G-Force 2016, take advantage of many other Genesys resources—including the CX Insider—to stay up-to-date on the latest technology trends and Genesys solutions. Either way, we’re here to support your CX initiatives.

Register for Genesys G-Force 2016 now!

Sincerely,

Tom Eggemeier
President at Genesys