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Insights & Research

We draw on the extensive expertise of our global network of senior executives and leaders, combined with the vast industry knowledge of our own research team, to produce valuable premium content with real-world insights to help you keep up-to-date and make strategic, timely, and well-informed decisions.

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October, 03 2019

Quantifying the business impact of customer service

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands.  [...] Read More

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August, 12 2019

Top 5 use cases for an open CRM platform

Customer relationship management (CRM) is about knowing every critical piece of information about your customers. It’s absolutely necessary to have a CRM platform that can harness and manage data abou[...] Read More

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July, 19 2019

Understanding the Value of Good Customer Experience (Gateway Bank)

It’s now clear that all parts of your business need to be CX focussed – not just the front office. Gateway Bank is an example of a company so obsessed with customer centricity that they recently promo[...] Read More

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January, 22 2019

Genesys State of Customer Experience Research Report

The Genesys State of Customer Experience research report is based on consumer and business findings related to customer experience. This initial global survey, executed on behalf of Genesys by an inde[...] Read More

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December, 05 2018

Genesys : MIT Technology Review

Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 execut[...] Read More

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