Genesys DX

Genesys Xperience – My Perspectives on CX and DX

Xperience 2021 - John Hernandez

We’re all consumers, and while we know good customer service when we see it, we don’t think of it in terms of CX or DX – customer experience or digital experience. Maybe that’s a good thing, and it’s probably better if we leave that for the contact center vendors to worry about. Based on all the recent industry events I’ve tracked in this space, they’re plenty worried about it. For good reason, though, as these technologies hold great promise for the holy grail that all businesses are after – improving customer service.