Episode #24: Experience as a Service Driving Empathetic CX

Empathy matters now more than ever and the cloud is the big enabler to deliver the best customer experience.

These days we see businesses focusing more on creating empathetic experiences for consumers. And they are doing this across digital interactions like web chat, messaging, and chatbots.

But how does this approach build trust and loyalty with customers?

Genesys’ Experience as a Service delivers empathy at scale. And this could be the new direction for the industry and digital transformation. Genesys focuses on DX (the company’s new standalone digital customer engagement offering) and CX (customer experience).

This episode features two guests:

Stephen Hamill, Managing Director & Vice President, ASEAN & South Asia, Genesys &

Raja Lakshmipathy, Managing Director-India and SAARC, Genesys.

Stephen and Raja are experts who share more about the Genesys Experience as a Service vision, and they tell us how they are using their Cloud CX platform to help their customers to improve consumer engagement and loyalty.

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Tech That! is the podcast series on business technology concepts like cloud computing, data centers, virtualization, cybersecurity, artificial intelligence, machine learning, blockchain, business analytics, IoT, robotics, applications, 5G/mobile, and other enterprise computing trends. The episodes are recorded and produced by Brian Pereira, a tech journalist with 27 years of journalism experience.

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Brian Pereira

Brian Pereira is an Indian journalist and editor based in Mumbai. He is the Founding Editor of Digital Creed, which he founded in 2015. A technology buff, former computer instructor, and software developer, Brian has 28 years of journalism experience (since 1994). He is sound and confident about his knowledge of business technology concepts. And he is a believer in continual education/learning. Brian is the former Editor of CHIP and InformationWeek magazines (India). He has written hundreds of technology articles for India's leading newspaper groups such as The Times of India and Indian Express Newspapers (among others). And he has conducted more than 300 industry interviews during his journalism career. Brian also writes on Aviation, cybersecurity, startups, and topics directed at small and medium businesses. He achieved certifications from the EC-Council (Certified Secure Computer User) and from IBM (Basics of Cloud Computing). Apart from those, he has successfully completed many courses on Content Marketing and Business Writing. Follow Brian on Twitter (@creed_digital) and LinkedIn. Email Brian at: [email protected]

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