Dare to Reimagine brings bold new ideas from the innovators who are transforming the customer experience and changing the way businesses connect with customers. Explore topics like AI and automation, moving to the cloud, omnichannel, agent empowerment, digital workforce, conversational AI, and of course, reimagining customer experience.
In this episode, Genefa is joined by a titan of the CX and contact center world, Sheila McGee-Smith, to talk about some of the massive advances that have been made in digital engagement and automation, the value of customer data platforms, the role analytics plays in driving service strategy, and the most significant trends to expect in 2022.
with Sheila McGee-Smith
Do you have the unifying trifecta of method, message, and martech working for you? Or is your customer journey somehow still siloed — with your contact center the least aligned of all? In this episode, I interview Neil Valentine, chief revenue officer at Lucency, about creating a unified customer journey that integrates the contact center into the marketing and sales flow.
with Neil Valentine
Connecting with retail customers on their preferred digital channel is a tall order. It starts with a customer-centric strategy that focuses on layers of gratification. Genefa talks with Melissa Gonzalez, CEO of the Lionesque Group, about empowering the retail experience with human connection through technology.
with Melissa Gonzales
What would you rather do: go to the dentist or call customer support? 48% of us would rather have the root canal. Genefa Murphy talks with Shep Hyken, chief amazement officer at Shepard Presentations, about creating customer amazement by consistently delivering delightful service that brings people back to your business again and again.
with Shep Hyken
In this trailer episode, producer Jordan Alford sits down with Five9 CMO Genefa Murphy to discuss the reasons behind the “Dare to Reimagine” podcast launch, what it means to think differently, and how to use this aptitude to drive better business outcomes.
with Jordan Alford
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