Creating the Essential Heterogeneous Customer Experience Ecosystem for Personalized Omnichannel Journeys

Genesys CIO to share insights on balancing business and IT needs to deliver next generation omnichannel customer experiences

SAN FRANCISCO--()--Genesys (www.genesys.com), the market leader in omnichannel customer experience (CX) and contact center solutions, will host a global webinar on February 10 featuring Genesys CIO Jeff Haslem on integrating IT infrastructure and balancing business needs to deliver next generation omnichannel customer experiences across all channels and touchpoints.

“While it’s critical that companies start with a clear vision of their business objectives, they also need to leverage proven design patterns and understand how a system of engagement approach can address their requirements.”

Today’s business professionals are under constant pressure to improve and expand the ways they engage with digitally savvy, mobile-first consumers. As a result, many IT professionals are struggling to optimize and differentiate their customer engagement infrastructure in today's dynamic marketplace.

The need is greater than ever to take an ecosystem approach, which allows both IT and CX leaders to collaborate and leverage solutions spanning the contact center and digital channels, including web and proactive outbound engagement, online community software, customer relationship management (CRM) software, marketing automation platforms (MAP), customer experience management (CEM) and enterprise resource planning (ERP) systems, to eliminate communication silos typically found in most organizations. That collaboration across IT and CX functions results in an infrastructure that delivers seamless, context-rich customer journeys.

The global webinar on February 10, titled “Integrating Disparate Enterprise Systems for Omnichannel Customer Service,” will explore the necessary requirements and outline a roadmap to deliver personalized customer experiences across all channels and touchpoints.

Haslem will be joined by two Genesys CX experts, including Jurgen De Becker, Vice President of Global Solutions Engineering, and Ken Jochims, Director of Product Marketing, in a discussion on:

  • The types of systems that comprise the omnichannel customer experience ecosystem
  • Necessary points of integration and their role in creating personalized omnichannel customer experiences
  • Key considerations for selecting the system of engagement

“Companies often create silos when they add new communications channels and touchpoints without integrating them to support seamless omnichannel engagement,” said Jeff Haslem, CIO at Genesys. “While it’s critical that companies start with a clear vision of their business objectives, they also need to leverage proven design patterns and understand how a system of engagement approach can address their requirements."

Click here to register for the February 10 webinar, which will be presented live for North America, Europe, Latin America and Asia-Pacific time zones. Registered participants will receive a recording of the web event.

About Genesys

Genesys is the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touchpoints, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,700 customers in 100 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com, call us at +1.888.436.3797 or engage with us on Twitter: @Genesys.

Contacts

Media:
Group SJR for Genesys
Chelsea D’Angelo/Alexis Malure, 917-934-3914
genesyspr@groupsjr.com