​The pandemic accelerated consumers’ shift to digital channels and IDC predicts that 65% of organizations will have shifted to digital-first through automated operations and contactless experiences for customer service by the end of the year. With digital channels at the forefront of customer choices—and websites and mobile apps now major drivers of business revenue and brand visibility—brands need to create easy and engaging digital experiences to drive greater profitability. But achieving a seamless digital engagement experience for customers has been a challenge for many brands.

Join Anthony Romero, Senior Product Marketing Manager at Genesys, as he reveals what a next-generation digital customer experience looks like so you can better understand:

  • Digital-first trends and their impact on CX
  • How to use AI technology to improve CX
  • How to get the right balance between technology and a human touch