Following a festive Mardi Gras-themed G-Force 2014 party at the Mercedes-Benz Superdome in the great city of New Orleans, the final day of the event kicked of this morning with a view into the future of customer experience from Genesys EVP of Product & Solution Strategy Merijn te Booij. who opened with some compelling stats on the state of today’s consumers.
Consider the following:
- 75% of customers use digital channels before using voice
- 50% prefer voice when it comes to complex issues
- 75% expect web chat offers when online
- 22% use more than 4 channels when seeking customer service
Merijn shared the Genesys perspective on how you can meet the ever increasing demands of digital customers by focusing on personalization vs. customer profiling. He talked about what’s up next for Genesys solutions with enhancements to our customer experience platform, including new work space designs and agent UI enhancements, as well as innovative moves we are making in the areas of digital channels, workforce optimization and social analytics. He also featured exciting new opportunities with IBM Watson and powerful speech applications with Nuance.
Next up was Forrester’s Kate Leggett who gave an analyst’s perspective on customer experience. Kate pointed out that we are in the age of the customer with empowered buyers demanding a new level of customer obsession from companies. Kate took a provocative stance, stating that “most companies are a mess of siloed applications” with only 38% of companies being able to offer a cross-channel customer experience today. Her advice was to make the customer experience:
- Pain Free – 52% of customers will abandon online purchases if they can’t find quick answers
- Proactive – Rely on outbound communications to keep your customers in the loop
- Personalized – Use decisioning to power offers, actions and connections for predictive service
- Productive – An improved agent experience leads to better customer satisfaction outcomes
Offering the Walgreens approach to delivering unique experiences, Jim Kerr, who focuses on the company’s customer experience technology, shared some secrets of success that they use to help their brand stand out. Telling the audience that customer experience drives every aspect of the Walgreens business, Jim shared the keys to helping them achieve their goal of significantly moving the needle on customer delight and engagement, including reducing customer effort, increasing self-service, and maximizing the value of every interaction. Jim concluded with his recommendations for success, including:
- Offering customers personalized and relevant content
- Providing customers with access to info that is needed to help them make key decisions
- Better handling of return calls for better CX
- Making interaction history available to representatives across the enterprise
Following a customer panel featuring Red Hat’s Chris Linzy, Waste Management’s Gautam Roy and Kate Leggett, renowned author Joseph Pine closed the G-Force main stage presentations as he shared his vision on how the progression of economic value is moving to the customer experience. Joseph stressed the need for companies to create positive and memorable experiences. Some words of wisdom on personalization from Joseph: Customers have individual needs, do ONLY and EXACTLY what they need to customize their experience. To learn more, check out the latest edition of Joseph’s best-selling book, The Experience Economy.
Following the day’s main stage sessions and breakouts, the event concluded in the G-Force Solutions Pavilion where Genesys and its partner sponsors celebrated a great event with prize giveaways and one final get together of the Genesys community.
Thanks to all of our customers, partners and speakers for making G-Force New Orleans an event to remember. Check out the highlights video below and see you next year!