May 1st saw the PCI Pal team descend on Nashville, Tennessee for the global Genesys CX18 event. Genesys are one of the leading Global CX businesses specialising in Customer Experience, Communication and Workforce Management. It’s great to align with such a major player in the space and to assist Genesys users with their PCI requirements.


PCI Pal were proud to be gold sponsors this year, with both the EMEA and US teams present for the week-long event at the Gaylord Opryland Resort and Convention Center. Data security was the hot topic, fuelled by numerous high-profile data breaches such as with Facebook and Equifax. In response to this, it was great to see how the Contact Center marketplace (particularly in the US) has matured significantly over a relatively brief period. Where conversations would once centre around compensating controls, it has become clear that more companies accept that the risk of continuing to use them are outweighed by the benefits of de-scoping all together, as can be seen in our recent whitepaper on the risks of pause and resume.


Away from the PCI Pal stand, some of key messages this year were around AI / Augmented Reality, specifically machine learning and how this is going to revolutionise omni-channel customer engagement and boost NPS, first contact resolution and sales conversation. Notable key note speeches came from Cathy Honor (Royal Bank of Canada) on mindfulness and the power this can have on your employees when it comes to delivering great customer moments. Matthew Luhn from Pixar also spoke passionately about storytelling and how this can connect, lead and motivate people in today’s world.


What we took away from the event is that globally, things are changing. With the GDPR just around the corner and the recent introduction of PCI DSS v3.2 it is vital that the momentum continues towards ensuring that regulations are met whilst customer experience is impacted minimally. Solutions such as those provided by Genesys and PCI Pal go a long way to ticking some of those boxes.

Thank you to all of those who came to see us and we very much look forward to seeing you again next year at CX19 in Denver.


If you were at CX18 and missed us or/and have any questions about how to keep payments secured, get in touch with our secure payment specialists.