Customer experience (CX) is the focus of every organisation, but it is not without its challenges. ITWeb Events spoke to Deon Scheepers, senior manager, Strategic Business and Solutions Consulting for Africa at Genesys, about the challenges and future of CX solutions for organisations.

Scheepers: Genesys powers 25 billion of the world’s customer experiences each year. Our success comes from connecting employee and customer conversations on any channel.

More than 10 000 companies in over 100 countries use our customer experience platform. Combining technology and human ingenuity, we build solutions that mirror natural communication and work the way you think.

Our customer experience platform, which includes PureEngage, PureConnect and PureCloud enables omnichannel engagement, performing equally well on-premise and in the cloud. Scheepers: We focus on developing solutions that drive better customer experiences across marketing, sales and service for any industry.

Our current product and innovation vision is to drive the delivery of exceptional experiences across customer engagement, employee engagement and business optimisation with a focus on predictive routing, cloud, artificial intelligence, and microservices – our development methodology that will allow us to deliver faster than ever before on any of our CX platforms. Scheepers: G-Summit is an annual Genesys customer experience roadshow, covering five continents and more than 15 cities across the world. This year’s event theme is ‘Moments Connected’ and the objective is to update our customers, partners and the market on the latest undertakings and innovation within Genesys, and to share our thinking on customer engagement trends and the future of CX. Read more from…

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