customer experienceThis week, our customer experience thought leaders are going to be speaking at ITEXPO hosted by TMCnet in Las Vegas. Genesys experts will participate in five different panels, offering attendees their insights on everything from adding mobile into your contact center, to real-time voice analytics, to self-service improvements, to social customer service.

Can’t make the event? Just check out these recent blogs written by our thought leaders on these great customer experience topics!

1. Improving Customer Satisfaction with Automation

At this ITEXPO session, you’ll hear how companies can deliver a positive interaction for customers through practical self-service with automated data-driven interactions – all without the use of an agent.
Day/Time: Monday, August 11,2:30- 3:15 p.m.
Speaker: Robert Bruno, Product Line Manager
Blog recommendation: Hitting the Open Road Made Easy by Self-Service SolutionsSelf-Service. A company’s interactive voice response (IVR) solution can provide a strategic competitive advantage in the market. Effective self-service, which can complete transactions with no agent intervention or assist agents in collecting valuable information to decrease call handling time. This speeds up resolutions when live support is needed, increases agent productivity, and improves the customer experience. Read more

2. Serving the Social Customer

This panel session will focus on useful steps that companies can take to assimilate social channels with more traditional networks of communication to create cohesive interactions across all networks, as well as the benefits of cross-channel integration.
Day/Time: Monday, August 11, 3:30-4:15 p.m.
Lisa Abbott, Senior Director of Solutions Marketing
Social Media AnalyticsBlog recommendation: Avoid the Social Media Customer Service Blind SpotHere is a common social media issue heard from brands all over the world: if one of my customers posts an issue that requires my company’s immediate attention on Facebook, Twitter or other networks, will the message even be received, or will it go unnoticed in the overwhelming amount of social posts online? For many companies, this lack of real-time visibility into social media interactions is today’s “blind spot” in customer service. So, what can you do about it? Read more

3. Actionable Voice and Voice Analytics

Panelists in this session will discuss the always-evolving industry of actionable voice models, their usefulness to companies, and some interesting new trends in the market.
Day/Time: Monday, August 11, 3:30-4:15 p.m.
Speaker: Sean Murphy, Product Marketing Lead, Speech Analytics
Blog recommendation: 3 Ways to Turn Speech Analytics in to Action Turning analytics intoKnowledge is power action is probably high on the list of both the VP of Customer Experience and the Director of Contact Center Operations. In their attempts to better understand the customer through voice of the customer initiatives, they typically set out to identify and fix any operational efficiency problems or compliance breaches. Read more

4. Best Practices for Integrating Mobile into Customer Service

Get best practices for assimilating mobility into the customer service realm while providing a positive customer experience and a successful outcome for companies.
Day/Time: Monday, August 11, 4:30-5:15 p.m.
Speaker: Lisa Abbott, Senior Director of Solutions Marketingmatchmaker-matchmaker-make-me-a-match01
Blog recommendation: 5 Ways to Differentiate Your Mobile Customer Experience – When it comes to mobile customer service, mobile apps from most companies are typically limited to e-commerce and self-service transactions, with only a few allowing even simple click-to-call voice connections to the company from within the app. Read more

5. Real-Time Analytics for Real-Time Service

This session will feature a discussion on analytics engines and how information can be successfully incorporated into the contact center to create a more enjoyable customer experience with long-lasting customer relationships.
Day/Time: Wednesday, August 13, 10:00-10:45 a.m.
Speaker: Sean Murphy, Product Marketing Lead, Speech Analyticscontact center
Blog recommendation: Cloud Speech Analytics – Find Out What 99% of Your Customers are Hiding? – During a webinar, I asked the attendees what percentage of the conversations handled by their organization’s contact center were monitored or reviewed.  Excluding the people who did not know, a significant percentage of the attendees said that their organizations only reviewed 1% or less of the conversations they had with customers! Read more

Check out where we are speaking and exhibiting next in the Genesys Newsroom.

Rachael Royds

As Director of Social Media Marketing at Genesys, Rachael leads the Genesys social media strategy globally for marketing, corporate communications, and employee advocacy. Rachael brings over 10 years of experience in B2B, B2C, and non-profit marketing. She previously held marketing...