The concluding day of G-Force London last week featured Martin Veselka, Genesys Sales Vice President in the Central & Eastern Europe, Russia/CIS, Balkans, Israel and Middle East and Africa regions, discussing customer experience success with leading customers on the main stage!
Belgacom, the leading telephony, television, and Internet services operator in Belgium, told their story of utilizing more digital channels. Gerry Cools, Belgacom’s Senior Sales Strategy & Outsourcing Manager, explained how they had to change from selling the brand to managing the customer experience. The key to transforming their customer experience was through interacting with their customers through different channels, and more and more via digital channels. Belgacom has had great success positioning customer care through a cross-channel strategy they call Intra-Customer Care. Learn more of their story in their customer success video.
Following Belgacom, Christelle Legrix, SPB’s Insurance Management Director and Member of the Executive Committee of SPB Group, talked about how they are Transforming Customer Experience From Within. Speaking about the evolving customer journey was Forrester’s Joana van den Brink-Quintanilha, Senior Analyst. She stressed how it is increasingly difficult for customer service leaders to deliver good customer experiences as they must balance customer needs with business needs. One of the biggest customer needs today is for their experience to be consistent across all channels. But there is a gap in businesses actually meeting this need as most companies are a mess of silo’d applications. In fact, Forrester’s report titled Global eBusiness and Channel Strategy Professional Online Survey notes the following:
- Only 38% of businesses reported having the ability to produce a consistent cross-channel customer experience.
- 44% reported having the ability to provide a seamless hand off between channels for customers – regardless of whether offline-to-online or online-to-offline.
The G-Force London Solution Showcase once again featured the #CXFactor booth where the team captured great stories from all over the globe on what makes for great customer experiences (CX), and what gives organizations that competitive edge. Proactive communications, intelligent predictability (so said out new partner IBM Watson), availability, and consistency where just some of the factors that our customers and partners feel makes for great CX.
Below is our G-Force London #CXFactor winner Alex! You can see all the videos on what the #CXFactor means to our customers, partners, and staff on the Genesys YouTube channel.
Following the day’s main stage sessions and breakouts, the event concluded in the G-Force Solutions Showcase where Genesys and its partner sponsors celebrated a great event with prize giveaways and one final get together of the Genesys community.
Thank you to all of our customers, partners, speakers, and employees for making G-Force London an event to remember. Check out the highlights video below and see you next year!