As a proud technology solution partner of Genesys it was great to be able to exhibit and sponsor at their annual conference, Xperience19 in Denver, this past week. Team members from our EMEA and NA regions were among the 2,500+ attendees. ‘Making every moment count’ was the tagline of the conference and with a packed agenda and awe-inspiring keynotes it definitely delivered on its promise…

Genesys CEO, Tony Bates, kicked off the customer experience discussion by highlighting the need for hyper-personalisation and summerised a further three trends as game changers for the future:

  • Delivering measurable impact with new innovations in the cloud
  • Leveraging AI, automation, data and agents to create great customer experiences
  • Enhancing the workplace and transforming employee engagement

Our conversations in both the expo hall and at networking events throughout the week had a definite shift from “Is my organisation PCI compliant?” to “Does my PCI compliance strategy give the best experience for agents and consumers?” mirroring the theme of Bates’ key trends for great customer experience and enhancing employee engagement.

We had some extremely encouraging conversations during the three days and are seeing  a number of organisations that want to put the power and security of consumer data back into the hands of the customer, therefore safeguarding the reputation of their business and building trust with their brand.

The right balance between security, technology and customer and agent experience is something we are all too familiar with. Consumers want the efficiency that technology can offer but also appreciate the familiarity of human interaction.

Thank you to the Genesys Xperience19 team for a great event, we have been inspired to Make Every Moment Count and look forward to seeing you at the forthcoming event in Amsterdam!