Between The Great Resignation and the explosion of digital-first consumerism, organizations are pitted against a harsh reality that cannot be ignored: employee and customer expectations have never been higher. And one cannot exist without the other, as happy employees will deliver a better, happier customer experience. However, with the advent of omnichannel and digital tools, organizations also have to find the balance between the human and AI interactions employees have with customers. This requires a strong, seamless contact center from tech stack to customer service representatives. Without that, customers and employees, alike, will undoubtedly go elsewhere.

Creating a powerful, positive working experience where employees are informed and enabled in an empathetic environment is the best way to deliver a great customer experience from the human side. But then there’s the digital aspect. 39% of dissatisfied customers say they can’t accomplish everything they intend to with digital channels, and 20% of those customers want to mix a human element into their digital interactions. So, how can we find that happy medium and make customer service meaningful again?

Join Coterie and a select group of likeminded executives as we discuss the challenges you’re facing with your omnichannel and contact center experiences, as well as the ways to upskill and empower your employees to deliver the best possible customer journeys.

Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Find out more www.genesys.com

BT

We’re one of the world’s leading communications services companies. At BT, the solutions we sell are integral to modern life. Our purpose is as simple as it is ambitious: we connect for good.

There are no limits to what people can do when they connect. And as technology changes our world, connections are becoming even more important to everyday life.
Today, that’s truer than ever. The connections we make are helping solve the world’s biggest challenges such as the global pandemic, climate change and cyber security. Through the power of technology, we’re supporting customers to live, work and play together better.

Find out more www.bt.com