Genesys recently hosted G-Summit London where over a hundred attendees discussed the burning customer experience issues of the day. We here in the UK were lucky to host a wide range of speakers within Genesys, as well as partners and customers, who covered a wide variety of omnichannel customer journey best practices areas such as how to enable the back office, measuring success, driving business performance, evolution of digital channels, and transitioning to cloud solutions.
G-Summit London speakers included Genesys CEO Paul Segre who offered attendees the benefit of his insight on how to provide customers with the ultimate omnichannel customer journey. Segre described great customer experience as a “key strategic imperative” for companies looking to differentiate themselves in their home marketplaces. In response to a question about employee engagement, Segre discussed how technology could be used to empower previously disaffected staff, giving them the right tools to do their jobs and better serve customers as a result. A positive experience for both customers and employees is key!
Attendees at G-Summit were fortunate to hear first-hand from industry veterans how to provide an outstanding omnichannel experience throughout the customer journey. Genesys customers in attendance included Kevin Long, Senior Product Group Lead for Contact Centre at Marks & Spencer, Steven Pyrah-Blandford, Unified Communications Manager at Provident Financial Group, and Garvan Callan, Director, Customer Digital and Innovation from the Bank of Ireland who all shared their story of driving outstanding customer experience within their organisations.
The topic of the day was, of course, customer experience. What that came up consistently was how technology could be used to empower previously disaffected staff – giving them the right tools to do their jobs and better serve customers as a result. And, at an executive level, Segre described great customer experience as a “key strategic imperative” for companies looking to differentiate themselves in their home marketplaces. Also, Segre mentioned that the discussion at the C-Suite level of delivering great customer experience versus low cost is now over.
The G-Summit UK event concluded with a panel discussion, which was a fitting culmination of the day from Genesys, our customers, partners, as well as industry leaders and experts. Here are some of the key talking points from the panel:
- Steven Pyrah-Blandford of Provident Financial Group, who had great experience modernizing their contact centre with Genesys solutions, discussed their next phase of implementing Genesys cloud solutions in the financial services sector. He described a “transformation in attitudes towards the cloud in the past three years” with much of the sector gaining confidence using cloud-based solutions, especially when there was full visibility of how and where information was being stored.
- Kevin Long of Marks & Spencer, stated the key to great customer experience is technology that provides agents context about their customers. With many departments and channels at the leading UK retailer, context is crucial if queries are to be resolved quickly and efficiently and without needlessly passing customers between departments. Check out the video of Kevin discussing how Marks & Spencer delivers world-class customer experiences.
- Paul Segre offered a note of caution, stating that great customer experience was not the sole preserve of one department — customer journeys cross many different departments. As a result, “siloes must be broken down across companies”, with the whole organisation buying into the idea of customer experience.
While there continues to be debate surrounding how best to deliver world-class customer experience – giving today’s consumer an outstanding experience in order to stay ahead of the competition is not up for dispute. And this fact rings true . . . globally.
If you would like to attend a G-Summit near you, taking place across 5 continents and 20 cities, please check our calendar here.
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