I N D U S T R Y I N V E S T I G A T I O N due to different people and different systems , so it ' s about being able to orchestrate and organise the data from those systems run by diverse organisations . This , ultimately , gives the customer visibility in their journey .
How is Genesys meeting the demands of personalisation within the market ?
This is done by connecting to different systems . Genesys is an open platform , which aids in personalisation , as when you have an open platform you can connect multiple systems , such as claims , billing or policy admin . With the implementation of our platform , you can provide the personalisation that consumers are demanding .
Most insurance companies will have an IVR ( interactive voice response ) system when a customer calls , you press numbers and can go around in circles . But the touch of personalisation we offer is that if we recognise the phone number , then we can immediately check the relevant systems for their inquiry and route them to the right information or agent . As I ’ ve said , personalisation and simplification , helped by AI , make the life of the customer easier .
What advice would you offer decisionmakers looking to improve their employee engagement strategy ?
We always talk about customer experience , but the employee experience is just as important because without happy employees , you don ’ t have happy customers . If unmotivated , they cannot provide the kind of experience that your customers are going to positively remember .
Just like for customers , make employees ’ lives easier , so provide the best technology tools that are going to help them be better at their job . It helps to provide all of the CX platform in a single screen , so the agent doesn ’ t have to toggle between apps or by gamifying the employee performance .
Gamification helps employees as they can see their scores and work becomes more of a challenge . It ’ s been proven to improve performance and motivation among staff , help with visibility and develop skills .
Again , personalisation is key . It ’ s about making sure that you provide the right support to the right agent . If you send everybody on a training course , then go to send them again six months later , their skill set will be completely different . You cannot have the one-size-fits-all approach and you need to analyse and re-evaluate individuals regularly and provide constant learning within the customer experience platform . So , really tailor that support for happy employees . �
CONVENIENCE IS BEING ABLE TO TRANSITION FROM ONE CHANNEL TO ANOTHER SEAMLESSLY .
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