Most people understand the important role contact centers play when it comes to customer experience (CX). What’s not as well understood is the role unified communications (UC) plays and the value of connecting contact center and UC technologies to provide improved CX and employee experiences (EX).
On June 23-24, I attended Genesys Xperience, a two-day virtual event with 28 different sessions, 80 speakers, 6 user groups, 17 demos, and 54+ meet-ups. The overall theme this year was “The Power of Us.”
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.