Impressions from Xperience19

Yasir Bugrara June 26, 2019

The Genesys Xperience19 conference was held amongst the backdrop of the beautiful Rocky Mountain range. The event was packed with thousands of customers and partners. It was a culmination of memorable moments, which coincidentally aligns with the theme of this year’s conference: delivering the best moments in customer experience (CX).

CX is now seen as the main differentiation among businesses, surpassing distinctions between products and services. Being able to quickly adapt and respond to changing customer preferences is a key and leading competitive differentiator.

Platon, the famous photographer and storyteller, gave the keynote address. He gave many personal accounts of how both the smallest or largest of moments can have a profound effect on us as humans, and thus also on CX.

These moments exist within the customer micro journeys we create. Being able to create, track, measure and inspect these moments in the customer journey allows for immediate CX feedback. This also allows for alert triggers that can make responses and adjustments possible in real-time, ushering in a new era of AI-assisted bots and agents.

Omnichannel feedback options allow customers to provide reviews, comments, compliments and complaints through their preferred channel (including chat, email, phone, survey, social media, and blogs). Analytics then bring together the internal voice of the customer and the external customer voices, providing for a more rounded determination of customer sentiment. Genesys touted their single, modern, and cloud-enabled communications platform as best in class for delivering these customer experiences throughout their journey.

Among the AppFoundry exhibitors, there was an increasing number of businesses providing analytics solutions, and most exhibitors spoke to analytics as a part of their offering. Speech analytics, in particular, is an important part of the insights that customers require, and more vendors are offering solutions that integrate this capability. For example, CallJourney, a Voci Partner, attracted significant attention with their Wordbench speech analytics platform during the conference.

Overall, the Xperience19 event provided a lot of great insights into the future of the communications and contact centers. Participation was of great benefit for all interested in improving customer experiences. I can’t wait for next year’s event!

Yasir Bugrara

Yasir Bugrara is Director of CX and CCaas at Voci. He has spent the last four years identifying and driving revenue generating business outcomes for enterprise organizations and partners through new technologies.

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