Tech Talks in 20

The benefits of migrating customer experience technologies to the cloud are clear. CX leaders say they include better access to data across channels; the ability to add new capabilities, channels, and features faster; and enhanced report and analytics. But the technical considerations of a migration can seem less clear.   In this episode of Tech Talks in 20, Kyle Kuntz, VP of CX Evolution at Genesys, discusses the technical consideration integral to any cloud migration. He also shares his advice on optimizing resources and streamlining the transition to a cloud-based CX platform. 

Driving business performance by improving the customer and employee experience is a top priority for most organizations today. Understanding and adopting tech solutions that enable those improvements was top of mind for attendees of the customer experience and communications technology conference Enterprise Connect 2024. Join us as we recap the three hottest topics discussed at the show: artificial intelligence, especially generative AI; employee experience technologies, including AI tools; and experience transformation.  

The lines are blurring between the branch, contact center, and digital channels for financial services firms. Customers expect seamless journeys, contextually relevant interactions, and knowledgeable advisors who provide personalized service based on deep customer understanding. These expectations are often driven by their experiences with organizations in other industries. Nearly two-thirds of 61% of banking executives say continuous innovation is raising customer expectations — and 45% say they're failing to keep pace with those expectations.  In this episode of Tech Talks in 20, David Porter, Managing Director, Global Banking Industry, examines the evolving CX technology landscape in financial services. He also shares his advice on how financial services firms can make the greatest impact with their CX technology investments now and over the next few years.  

Orchestrating the experiences consumers expect today requires more than even the most robust customer experience platform on its own. Organizations must integrate channels, data and systems to create personalized, seamless end-to-end journeys and continually optimize them. In this episode, Joe Wheeler, CEO of CX/Digital and best-selling author of "The Digital-First Customer Experience," explores how technology convergence is enabling this in ways never before imaginable — opening opportunities to reinvent the service experience so completely that by 2030, it could look nothing like it does today. 

Focusing on knowledge management simply as a way to house and share content misses an opportunity to use it as a more strategic element of the customer and employee experience. When knowledge content is fresh, rich and engaging — created with the customer and employee in mind — it can be a powerful competitive asset.   In this episode of Tech Talks in 20, Harshali Desai, Principal Product Manager, Knowledge, at Genesys, explores how to think about knowledge management from the outside in, balancing the experiences organizations want to deliver through knowledge with the experiences customers and employees expect. She also discusses how reimagining knowledge management can streamline journeys and improve business outcomes. 

Even as consumers' use of bots increases, their satisfaction with the experience has declined. In fact, consumers are less satisfied with chatbots than all other service interaction channels, according to “The state of customer experience.” In this episode, Mitch Mason, Principal Product Manager, Genesys Conversational AI, provides easy ways to improve the bot experience, as well as practical tips on using bots to streamline customers journeys, improve satisfaction and increase issue resolution. 

More than three-quarters of senior executives agree that AI will be a critical part of their customer experience (CX) operations in the coming years, finds research from Economist Impact. And 80% say they're already seeing gains in customer and employee satisfaction ratings and loyalty by using AI improve their experiences.     In this episode, Rahul Garg, VP Product, AI and Conversational AI at Genesys, explains how organizations are using conversational, generative and predictive AI to optimize the customer experience and enhance the employee experience. He also predicts the next big thing in AI for orchestrating engaging and empathetic experiences. 

Unisys is a global technology solutions company dedicated to helping organizations drive innovation and excel at customer experience. The company recently reimagined its own customer journey by moving to a cloud-based customer experience platform — to better address what matters most to its clients and their users. What might have been a complex implementation was simplified with extensive planning, collaboration and communication, as well as taking an agile, test-and-learn approach. In this episode, Aron Meyer, Digital Workplace Solutions Architect at Unisys, explains how the company was able to eliminate seven legacy platforms and move more than 100 client organizations from across 12 global locations to that cloud-based customer experience platform. 

Research finds that customers want a fast, first-interaction most when contacting an organization for a service or support issue. And customer experience leaders say one of their agents' biggest frustrations is a lack of data to quickly resolve customers' queries in the moment. Knowledge management can help with both.    When organizations use knowledge management as a single source of truth across channels, valuable information is always available — for issue speedy issue resolution through agent-assisted or self-service, for real-time personalization, for agent enablement. In this episode, Coty Smith, Director of Digital Innovation at Genesys, discusses the invaluable role knowledge management plays in customer and employee experiences, and how organizations can use it to create a steel thread of dynamic, pervasive insight across customer-facing functions. He also examines the role artificial intelligence plays in improving employees' and customers' access to knowledge. 

Too often, organizations moving from on-premises customer experience (CX) technology to a cloud-based CX platform try to replicate their current operations — rather than taking the opportunity to reinvent them. In this episode, Brian T. Jones, Senior Specialist, Technology, AP Digital Care Communications, at Ascension Technologies, explains how the IT arm of Ascension Health was able to make improvement like downsizing to one dynamic call flow by being open to the art of the possible. 

The best customer service bots deliver on consumers' preference for fast, first-interaction resolution. And when an interaction is too complex, seamless integration enables the bot to transfer a consumer and the context of their interaction to an agent.    These boss bots are essential as consumers' use of chatbots continues to rise, but their satisfaction with the experience declines. According to the benchmarking report “The State of Customer Experience,” 38% of consumers interacted with chatbots for a service interaction last year, up from one-third in 2021. But the percentage of consumers who were highly satisfied with their bot experience declined from 25% to 21% in that same timeframe.    In this episode of Tech Talks in 20, Lucas Woodward, a software engineer at OVO Energy, joins us to explain how to use automation to build better bots, faster. He'll also reveal how he automates and tests bot integration with other CX technologies. 

The hottest topics of conversations at Enterprise Connect 2023 revolved around what's next for artificial intelligence (AI) in customer experience, Contact Center as a Service (CCaaS) and employee experience (EX). This episode, live from the conference, dives into the top AI, CCaaS, and EX themes at the show. We'll also talk about findings from the recent Genesys report “The State of Customer Experience” around those themes and shared during a show floor "Tech Talks" presentation. 

Delivering an optimal customer experience (CX) isn't just about creating engaging, relevant interactions for external customers. It's also about delivering a positive, appealing internal user experience for CX employees. Organizations need to provide technology solutions and tools that frontline agents and software engineers can use to create and deliver the ideal experience for each customer. These solutions should also give internal CX users a user experience (UX) that enables them to succeed with relative ease. In this episode of Tech Talks in 20, Christine Curtis, VP of User Experience and Design at Genesys, examines how design thinking improves UX and why no organizations should leave experience designers as an untapped voice of the customer. 

The need for customer experience (CX) innovation is near constant today. Keeping pace with customers' changeable preferences requires agility. For some organizations, that means it's time for a technology transformation, like a migration to cloud or an AI implementation. A clear business case will help to reduce any associated risks and build strong buy-in from the C-suite. Gio da Silva, Senior Director, Value Consulting, explains how to show the business value of a migration or implementation in hard numbers, as well as soft benefits. He discusses the essential elements needed to build a business case that eliminate hesitation and instills confidence — paving the way for a successful CX transformation.  

Your customer experience (CX) is evolving. Maybe you're moving to the cloud, incorporating an employee experience solution or going big on artificial intelligence (AI)-powered self-service. Whatever move you're making, you anticipate significant benefits. But does everyone in your organization see it that way? And how can you get them all on board? Jodi Thompson, Business Consulting Director at Genesys, lays out a clear and compelling case for making change management an integral part of your CX evolution strategy. Generate support, overcome institutional inertia and accelerate both implementation and adoption. Plus, you'll learn why resistance to your plan is a gift you shouldn't ignore. 

Savvy brands have already harnessed the power of artificial intelligence (AI) to supercharge customer experiences. Next up for AI – unleashing EX superpowers. David Wasserman, Senior Director of Product Marketing for Workforce Engagement Management, and Jane Hendricks, Senior Product Marketing Manager for Conversational AI at Genesys, explain how AI can improve employee experiences. From quality management to continuous performance improvement to forecasting and scheduling, AI supports agents, reduces friction and empowers CX leaders to act in real time. 

You've invested time and resources into selecting a customer experience (CX) platform that will empower you to deliver exceptional experiences for customers and employees. But no platform can fulfill every business requirement, unique use case or industry-specific process. To truly differentiate your CX and maximize the value or your tech, you'll need to round out your capabilities with the right apps. Sam Rector, Senior Product Marketing Manager at Genesys, explains the strategic value of pairing a flexible CX platform with a robust marketplace of curated apps. This powerful combination offers turnkey innovation. Plus, you'll hear expert guidance for evaluating an app marketplace. 

The days of manual data cleaning and batch processing to load a simple dialer are gone. Today's outbound campaigns are much more sophisticated. With resilient databases in the cloud, smart CRM systems and advanced technology for reaching customers on the channels they prefer, you can easily build campaigns that deliver timely, personalized engagement. Rian Logan, Senior Strategic Sales Consultant at Genesys, explains how technology innovations have expanded the possibilities for outbound communications. Artificial intelligence can anticipate customers' needs and engage them proactively with the right information at the right time. And with integrated compliance tools, you can ensure that your outbound campaigns meet regulatory requirements — even as they evolve.

Great CX employees want opportunities to learn new skills and advance their careers. And they want clear, consistent expectations. Delivering on those preferences can keep your employees engaged and motivated — and that increases your chances of retaining them. David Wasserman, Senior Director of Product Marketing for Workforce Engagement Management at Genesys, explains how technology can help. Using the science of empathy and human behavior, the right technology can help with timely feedback, positive reinforcement and guidance to keep employees engaged. The right nudge at the right moment motivates to take the best action, improve their own performance and deliver on your brand's promise.

Technology should never be a barrier to delivering great customer experiences (CX). With the right training, it won't be. The real value of your CX tech depends on how well you use it. If agents aren't using all the capabilities you've invested in, you're missing a critical opportunity to optimize your operation. Boosting technology adoption sometimes can be an elusive goal. But focusing on one thing — agent training — can simplify the process and ensure success. Inna Ekhaus, Vice President of Genesys Beyond, explains how CX managers can leverage agents' enthusiasm for learning new skills to get more from their tech investments.

For many contact centers, high turnover among agents is business as usual. But customer experience (CX) work is changing fast. And this approach won't be sustainable for much longer. Customer expectations are rising, and they're redefining frontline CX work. Agents need more robust problem-solving and analytics skills to handle complex interactions with empathy. The challenge of developing those skills grows as turnover increases. It's time to rethink strategies for retaining, supporting and training agents. David Wasserman, Senior Director of Product Marketing for Genesys Workforce Engagement Management, breaks down the trends driving turnover today — and explains how new strategies and technology can reverse them.

Omnichannel CX is top of mind for many contact centers — for good reason. Being everywhere your customers want you to be creates a significant competitive advantage. But simply being present on the channels your customers prefer isn't enough. An effective omnichannel strategy requires the right blend of channels, artificial intelligence (AI) and a human touch.   Josh Goldlust, VP of Product for Digital and AI at Genesys, explains how to ensure your interactions are relevant, proactive and connected across channels. The key is putting the customer at the center and building your strategy around their viewpoint.  

For many organizations, the path to the cloud is clear. But for those with data residency and redundancy mandates or restrictions, migrating to the cloud can be a challenge. Significant investments in legacy systems that aren't easy to replace further complicate things. In this episode, Amy Roberge, VP Multicloud Technical Solutions Engineering at Genesys, explains why a multicloud solutions is the best for addressing these challenges. In even the most complex environments, a multicloud strategy can transform customer experience (CX) by maximizing agility and flexibility — all while providing more choice and control.

Bots can deliver great automated service for a wide range of questions, issues and transactional interactions. But they can't make up for bad customer experience (CX). That might be why customer satisfaction with bots has declined as bot use has grown. Organizations too often jump into drafting requirements and deploying a bot without laying the groundwork for success. But great bot experiences start with strategic planning based on a deep understanding of how customers engage with your brand. In this episode, Jane Hendricks, Senior Product Marketing Manager at Genesys, explains how to create bots your customers will love. And she advises listeners how not to bot. With the right insights, you can build better bots that deliver empathetic experiences — and help customers advance on their journeys.

Retaining top talent is a perpetual challenge for customer experience (CX) leaders. To deliver outstanding customer experiences, you need to keep your best agents. But it's equally important to retain your technical team, including the software engineers who build and maintain the tools in your CX ecosystem. In this episode, Jason Alley, Senior Director of Product Marketing at Genesys, joins as guest co-host to discuss how one Genesys customer motivated software engineers to drive CX innovation — and found the key to retaining them. Richard Trucker, Software Engineering Manager at OVO Energy Ltd., explains how empowering engineers to solve problems in collaboration with business teams yielded rapid CX innovation. And it differentiated its brand and motivated the development team with quick feedback and satisfying results. Jack Nichols, VP of Product Management for Genesys Cloud CX rounds out the conversation with insights into how a composable CX ecosystem empowers software engineers and fosters co-creation.

Empathy is more than a feeling. It's a seismic shift in perspective that allows us to understand the experiences of others. For customers and employees, empathy enables satisfying experiences. For businesses, it delivers measurable results. And it's driving organizations to transform into customer-centric experience orchestration hubs. In this episode, Dr. Natalie Petouhoff, Senior Strategic Business Consultant Director at Genesys, explains why empathy makes good business sense — and how technology can enable it at scale. The convergence of the cloud, big data and artificial intelligence (AI) powers exponential change in our ability to understand, predict and orchestrate human experiences. Tune in to find out how your organization can begin this critical transformation.

In a recent Harvard Business Review study, 82% of customer experience (CX) leaders agree that understanding the quality of the customer experience at key milestones is important to their organization's business strategy. But traditional CX metrics typically focus on interactions and channels, not journey milestones. And, on its own, Net Promoter Score can't always pinpoint what's working and what's not. That's where journey management comes in. In this episode, Steve Offsey, VP of Marketing at Pointillist, and Claire Beatty, Senior Director of Thought Leadership at Genesys , define customer journey management and explain why it matters. Through journey measurement, optimization and orchestration, organizations can identify root causes of customer frustration and proactively course-correct to improve the customer experience and drive better business outcomes — in real time.

It's great to be back at the exhibit hall in person. Our hosts, Ginger Conlon and Michael Logan, report from Enterprise Connect 2022 and share their takes on the latest trends in customer experience (CX) technology. Highlights include: The value of artificial intelligence (AI) continues to grow as CX leaders expand their goals for the technology beyond increasing efficiency to improving customer and employee experiences. Another trend is combining the power of Contact Center as a Service (CCaaS) with Unified Communications as a Service (UCaaS) to help organizations deliver a more relevant and connected customer experience. And “Why cloud?” is no longer the question. Today, it's “Why not cloud?” Listen in to get full details.

The future of customer experience (CX) is composable. We're hearing that a lot these days. But what is composability — and how will it affect customer and employee experience? In this episode, two oracles of composability at Genesys, Jack Nichols, Vice President of Product Management, and Jason Alley, Senior Director of Product Marketing, join our hosts to delve into the key components of a composable CX platform and ecosystem. They also clearly define composability and explain how it enables faster innovation and better resilience. The conversation is packed with insights that dig beneath the surface of composable technology concepts to explore what it means to operate as a composable organization. 

Companies in every industry are looking for a way to differentiate themselves. Using artificial intelligence (AI) to enhance the customer experience (CX) is already proven to be that differentiator for some organizations — and more than three-quarters of CX leaders surveyed for the Genesys “AI comes of age” report agree that AI will be a critical part of their CX operations in the coming years. Companies using AI across the organization to make predictions and provide real-time insights in multiple areas of CX are seeing the greatest impact. In this episode of Tech Talks in 20, Brett Weigl, Senior VP and General Manager for Genesys Digital and AI, joins hosts Michael Logan and Ginger Conlon to discuss using AI to build a more customer-centric enterprise, increase customer loyalty and stand out from a crowded field of competitors. 

Today's customers expect a higher level of service than ever before, leaving CX leaders scrambling to deliver and differentiate. Fortunately, cloud platforms are enabling seamless omnichannel access, mass customization and real-time journey orchestration. For today's CX leaders, moving to the cloud is inevitable – in the latest State of CX report, 70% say they're planning a cloud migration in the near future. The key decision now is how to transition smoothly. In this episode of Tech Talks in 20, Brian Bischoff, SVP for Genesys Cloud Commercial Operations, joins hosts Michael Logan and Ginger Conlon to discuss cloud platform maturity and the importance of choosing the right partner and strategy for your cloud migration.

In the contact center, your agents are the key to delivering outstanding customer experiences. And knowing what your agents value most is the key to motivating and retaining your best performers. In this episode, hosts Michael Logan and Ginger Conlon discuss what high-performing agents value according to the Human Values Report, a global study of nearly 17,000 agents. Cam Smith, Vice President of Product Management for Workforce Engagement Management at Genesys, adds his insights on how CX leaders can align employee and organizational goals, foster a sense of belonging and purpose, and provide personalized development opportunities for every employee. With AI-powered workforce engagement tools, it's easier than ever.

Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number of contact centers. Increasingly, customer experience leaders identify artificial intelligence (AI) as a top tech priority. In this episode, hosts Michael Logan and Ginger Conlon are joined by Erica Mayshar, Senior Manager of Solutions Consulting at Genesys, to discuss the key elements of a successful conversational AI implementation. Far more than a deflection strategy, AI can enhance the customer journey and drive revenue. And with the right approach, contact centers can integrate AI-driven bots seamlessly for a fluid, satisfying customer experience.

Social media connects people — with family, friends and even brands. It's quickly becoming an important channel for contact centers, too. The broad visibility of social channels means your responses and interactions are public, so the stakes are high. In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, talks about the unique challenges of social media engagement, the role of video in customer interactions and the power of cloud technology to enable seamless omnichannel experiences with less burden on the contact center.

The digital world moves fast, with new channels popping up and capabilities evolving constantly. As your customers adopt these new communication options, their behaviors change — and so do their expectations. In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CXTM platform, offers her insights into how contact centers can adapt to the changes and still deliver an outstanding customer experience. The bottom line: Meet customers where they want to be. And that means more than just showing up on the right channels. You also need the right technology. With rich media, artificial intelligence (AI)-powered bots and predictive engagement, you can deliver on customers' expectations for speed, convenience and empathy on every channel they choose.

A more engaged workforce is a more productive workforce. Getting — and keeping — your employees engaged requires a smart combination of culture, information and technology. In this episode, Michael Logan, Senior Strategic Sales Consultant at Genesys, and Ginger Conlon, Thought Leadership Director at Genesys, talk about optimizing your team's performance. They discuss ways to enhance the agent experience by deflecting repetitive tasks and serving up the most useful content. An artificial intelligence (AI)-powered assistant frees up agents so they can focus more strategically on complex customer issues. Plus, they're better informed to make decisions about their time and productivity. 

Delivering empathetic customer experiences doesn't simply mean being nice. It's also means truly understanding and meeting your customers' needs. Sometimes that requires an agent to listen carefully; sometimes it doesn't require an agent at all. If you're only able to deliver empathy to your customers when they talk to an agent, you're missing opportunities to create an outstanding experience. In this episode, Michael Logan, Senior Strategic Sales Consultant at Genesys, and Ginger Conlon, Thought Leadership Director at Genesys, discuss how to integrate artificial intelligence (AI) and machine learning to better understand your customers' intent and more effectively meet their needs. That's the very definition of empathy.

Season two of Tech Talks in 20 kicks off with two new hosts and a ton of valuable insights into how you can use technology to compose and deliver customer experiences with empathy. Ginger Conlon, Genesys Thought Leadership Director, brings years of industry perspective to each episode. Previously chief editor of several industry publications, Ginger is passionate about technology trends that enable marketing, support sales, and improve the customer experience. Michael Logan, Senior Strategic Sales Consultant at Genesys, spends his days learning about contact center challenges from Genesys customers and prospects. With endless curiosity, he mines that deep knowledge to offer insight into the future of customer and employee experience.

Building new features every week in the Genesys CloudTM platform takes expertise. Developers need the domain know-how to create powerful tools their end users will love. But it's unrealistic to expect every developer to understand intuitive user interfaces and best practices. If the new feature isn't easy to use, end users will waste valuable time setting it up.In this episode, Leon Vymenets, Director of Design Systems at Genesys, explains how design systems create a better user experience with a central source of guidelines. Developers can build things faster for their end users. And end users benefit from more consistent and easy-to-use interface features.

Businesses have the vision of providing a great customer experience. But siloed technologies and existing investments prevent them from making that vision a reality. Technology should be the foundation for growth. It should allow teams to serve their customers — not question what’s possible.In this episode, Becky Powell and Randy Carter discuss how a platform can be the root for great customer experiences. The Genesys Cloud platform isn’t just a set of features, neatly wrapped into a user interface. It's a foundation of APIs, integrations, developer tools and extensible services designed to knock down silos. And it can help you build a better customer experience.

Contact center managers want their employees to do the right thing. But balancing time for training, time off and which metrics constitute a job well done can be overwhelming. Gamification creates a fun work environment that also offers the flexibility to make their own decisions. And it encourages employee growth — without restrictive oversight. In this episode, Michael Logan, Senior Consultant at Genesys, takes us through the concept of gamification in a contact center. He discusses our instinct to compete, how to encourage self-improvement using the right metrics and ways to keep mental health front and center. He'll also talk about employee retention and developing a mentor/mentee training relationship.

Contact center technology evolves rapidly, which can make it difficult to keep up. As a developer, you need to stay on top of the trends like artificial intelligence (AI) and bots. But it’s also vital to have a place to find answers to your questions about solutions you use every day.In this episode, Jim Crespino, Senior Director of Developer Evangelism at Genesys, takes a deep dive into the Genesys Developer Center — the hub that makes developers more productive. Jim outlines all the great resources in the center, including API documentation, tutorials, blogs, a forum, the DevCast and newsletters. He’ll also talk about some of the cool development work going on with the Genesys Cloud platform — and explains how you can get involved.

Companies embarking on a digital transformation are using artificial intelligence (AI) to better understand and personalize customer interactions at scale. But AI has the potential to do so much more. In this episode, Sergio Coretti, Vice President of Business Consulting Sergio, describes the four waves of AI. He breaks down the technology into levels of capabilities, outlines which wave we're in now and explores where we’re heading. This episode will help you understand the data needed to create a solid foundation now — and explain how to build on it for the future.

Artificial intelligence (AI) has changed the game for numerous industries. In the contact center, it can deliver customer-centric service at scale by better understanding people. But to truly appreciate its scope, you need to look beyond the technical capabilities. In this episode, resident Business Consulting Director Charlie Godfrey shares real-world stories of AI successes and areas it impacts. He breaks things down into four main components: Listen, Understand, Act and Learn. After this episode, you’ll have actionable advice and resources that show you where to get started with AI.

It’s vital that you proactively reach out to your customers. But they won’t be happy if you call during dinner or text someone who’d rather get an email. Engaging with customers when and how they want ultimately increases satisfaction, builds trust and fosters loyalty for your brand. In this episode of Tech Talks in 20, outbound engagement experts Rian Logan and Chad McCormick dive into how outbound engagement powers outreach and customer experience. You’ll leave with knowledge and resources to get started now.

 The cloud opens the door to immediate contact center scalability and feature velocity.  Still, many companies are hesitant to move to the cloud because they don’t want to lose the visibility and control that a traditional on-premises environment offers. Now you can get the visibility you’re accustomed to with the benefits of a cloud contact center.Learn from, Josh May, a veteran member of Genesys support, how the Genesys CloudTM platform provides resiliency, ease of support, scalability and new integration capabilities, along with the visibility and control you want. Josh will also share resources to heighten your cloud knowledge and troubleshooting skills.

See how workforce engagement management (WEM) helps you let go of your old way of doing things while over coming the common fear of letting go. Learn the WEM benefits that make it worth moving past your fears to focus on improving your team.In this podcast, Michael Logan, Senior Strategic Sales Consultant at Genesys, shares his perspective on the rapidly changing workforce. You’ll learn about innovative tools that target what matters most: helping the people you serve. Join us to learn how to apply these best practices to your daily work.

Integrations don’t have to a heavy lift. By taking small steps, you can achieve a better customer experience through a more open platform. On today’s podcast, Jack Nichols, VP of Product Management for Genesys Cloud, shares the information you need to use an open platform to integrate your data, giving agents the tools they need—and customers the experience they deserve.

To kick off the first season of Tech Talks in 20, we wanted to do it right by introducing you to your host, Joe Ciuffo. Joe is the Director of Product Marketing here at Genesys, where he focuses on curating content that helps contact centers better enable their agents, and serve their customers. Together, Joe and Genesys experts are excited to deliver and expand on topics that will better your customer experiences, all in around twenty minutes.

Tech Talks in 20 is a new Genesys podcast series that focuses on the topics that our prospects and customers want to hear about most – topics like AI ethics, predictive routing, bots, innovations to Genesys solutions and more...and we cover it in just 20 minutes. Joe Ciuffo, along with a guest expert, tackle a new topic every episode.