En-Contact Article: "They are not afraid of Genesys"
With the arrival of Gen Z in the market and the advent of generative AI, the customer relationship industry enters a new era that forces companies to rethink the customer in their complexity, emotions, and sometimes even… their contradictions.
These changes have significant impacts on the organization of contact centers, where the orchestration of journeys, omnichannel strategies, 360° customer knowledge, the reduction of technical debt, and the evolution of regulations push for the remodeling of infrastructures, solutions, and business processes. And this trend will intensify. Because the hybridization of emotional and artificial intelligence will enhance advisors, make managers more versatile, and save customers' time. Ultimately, companies that combine the potentials of these technologies with the even greater qualities of their employees will emerge as great winners from these digital and societal transformations!
These challenges and transformations have been noted by ViaDialog since 2017…
Discover the insights of Jean-David BENICHOU, CEO @ViaDialog, Ariane Nabeth Halber, Director of the AI Pole, and Gil Monin, Business Director.
Excerpt from the magazine En-Contact #128
