368: #368: What Exactly is Good CX? with Ginger Conlon, Genesys

The state of customer experience is continually changing, as brands increasingly compete based on the experience they can deliver to their customers across channels, and across the customer journey. The winners in this race gain new customers through reputation and word of mouth, retain existing customers through loyalty and increased customer lifetime, and those who struggle to keep up can sometimes face an ever-widening gap in experience maturity.

Genesys, a leading provider of customer experience and call center technology platforms, recently released its State of CX 2023 report, and today I’m going to discuss some of the most striking findings with one of its contributors.

To help me discuss this topic, I’d like to welcome Ginger Conlon, Thought Leadership Director and Customer Experience Advocate at Genesys.


Genesys State of CX report: https://www.genesys.com/resources/state-of-cx

Genesys website: https://www.genesys.com

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