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CX Insider January 2019 

02-13-2019 14:51

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CX18 is becoming Xperience19—the customer experience event of the year. Join us in Denver on June 10-13 and learn about new strategies for deploying artificial intelligence (AI), innovations in omnichannel support and Genesys platform enhancements. Register early to help shape the content by suggesting the types of sessions and breakouts you want to see at Xperience19. Register today and save $600. *GCAP members save when they redeem their points.
Grappling with fairness in AI predictive models
Let's talk AI ethics

In our second blog of our AI ethics series, we examine fairness and the problem of bias. Be sure your AI predictive model helps avoid potential ethical issues. 

Read the blog »
Five customer experience requirements for business growth
Success today means you must be 
customer-centric

AI-powered automation is becoming a major differentiator in employee engagement. So, there’s a lot to consider when you build your workforce management plans for 2019. We’ve captured many insightful highlights from this year to guide your success. 

Learn more »
Tell us what you think
Get a free Amazon gift card

Help others make a better choice by sharing your experience with Genesys products. Post a peer review on TrustRadius. To thank you for your time, you’ll receive a free $25 Amazon gift card.  

Review now »
Customer spotlight: Company Nurse
Transforming workers’ comp with Contact Center as a Service

Seeking a competitive advantage amid a shifting workforce, Company Nurse knew they needed to innovate their contact center with an omnichannel approach. See how the Genesys® PureCloud® platform improved their efficiency by 20% and boost revenue. 

Read more »
Genesys University releases Callback Premise courses
Provide customer interaction based on their availability

The Certification and Training Community is a great resource for course announcements, relevant training andcertification, upcoming events, peer to peer interaction and Q&A. 

Join today » 
Announcing CX Hero: Nicole Martin
Celebrating excellence in customer service

Every month, we select a new CX Hero. This month’s hero is Nicole Martin of MyBudget! Read our blog and learn how Nicole saved Christmas for a family by taking customer service to a new level. Do you know someone who provides service that’s above and beyond, or wildly exceeds customer expectation? Let us know by nominating them as a CX Hero. 

Nominate a hero »
Get more from your partnership with Genesys
Experience the benefits of GCAP

Promote your successful customer experience transformation initiatives, gain insights into industry news and trends, and network with thought leaders and peers on best practices—all while being rewarded for your engagement. Plus, GCAP members get a discount on Xperience19 tickets. 

Join GCAP »
An analytics application that consolidates Genesys interaction events into an intuitive, interactive visual interface, helping organizations understand their data, gain efficiency, and save time and money.
Whether contact center, email, chat, social media or online, CustomerView reveals information and insights for measurable performance improvement.

AppFoundry is ready for the new year with hundreds of technology partner integrations across all three Genesys customer experience platforms. Keep up each month this year with blogs, webinars, GCAP challenges and new apps to help you enhance your customer experience strategy. 

If you’re managing an enterprise contact center, take advantage of tools like Aria Solutions which enable business and support professionals to see the ‘big picture’ analysis for quicker issue resolution and improved customer experiences. For PureCloud, choose from over 60 ready-to-use solutions, such as CustomerView by CR-X that helps reveal information and insights for measurable performance improvement across all company functions. 

Look out for these featured AppFoundry apps and more on the AppFoundry blog.

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