Five trendsetters in CX innovation

Empathy is at the heart of customer experience (#CX) innovation. Organizations that drive empathy through CX transformation can create competitive differentiation and see outsized performance gains. The finalists and winners of Genesys annual “Customer Innovation Awards” exemplify this.

This year’s winners deployed leading-edge technology to simplify processes, delight customers and empower employees — all while delivering proven business results.?

HELPLINE uses AI and automation to increase FCR

HELPLINE, which assists customers in fixing IT issues, was challenged with high call volume during the pandemic. And those customers expected faster and more personalized service. Steering customers via traditional IVR systems with confusing menus and long messages wasn’t the answer.??

HELPLINE implemented 25 personalized, context-aware bots to handle use cases like creating job tickets, modifying files and handling programming requests — without any human intervention. With these #voicebots and #chatbots initially handling 100% of its interactions, HELPLINE increased first-contact resolution (FCR) to 80%, increased its client retention rate to 97% and improved its Net Promoter Score (NPS).

Rabobank migrates to cloud for greater customer focus

Fragmented systems and products made it difficult for Rabobank to transfer customers between branches and the contact center. The cooperative bank also struggled to get a single view of the customer or capture meaningful real-time data.

Rabobank consolidated its CX systems to a cloud CX platform, migrating 15,000 employees in less than nine months. It also gained control over new opportunities and the innovation tools to improve its business in the cloud. Rabobank met its migration target of zero incidents, zero feature loss and no service disruption. The bank has seen $2.2 million in annual savings on hardware and IT costs.

Humm Group optimizes the tech stack?

During a period of significant growth, fintech company Humm Group struggled with information silos created by disparate phone systems and localized technologies. Lacking a clear view of crucial statistics, Humm was making decisions based on limited information.

Humm Group unified its systems on a cloud CX platform, removing unnecessary complexity across all the Humm products and sites, as well as improving stakeholder collaboration. And its workforce management suite provides visibility into the employee experience. Since implementing the platform, employee satisfaction has increased across its call centers, operating costs have dropped 32% and service levels have increased by 40%.

Sage France equips employees for empathetic interactions

Monitoring whether agents at software provider Sage France handled customers with enough empathy on each channel was a challenge. CX leaders at the company believed this type of evaluation could lead to more efficient coaching and performance improvement among its agents.

Now Sage France uses quality management capabilities to help train its employees to be more empathetic and caring with customers. Since taking this approach, the company saw a 42% increase in quality evaluation of empathy criteria, a 25% jump in FCR (to 86%) and the company’s Employee NPS rose by 22 points.

O2E improves workforce engagement with AI??

OE2Brands struggled with outdated manual processes, which led to employee scheduling issues that failed to maximize occupancy. And this hindered the company’s ability to scale to improve revenue growth and customer satisfaction.?

Maximizing active customer interactions while improving service quality and productivity was a key goal for O2E Brands, so the company implemented a cloud CX platform. One of its first priorities was having the forecasting team use overall company revenue goals to generate volume targets. The team also used #AI-powered forecasting to ensure accuracy.

Now, the scheduling team uses AI to generate schedules, saving four hours a week in scheduling time and reducing shift trade requests by 57%. Additionally, agent attrition has dropped 37%.?

Learn more about these CX innovators in?“Five trendsetters in CX innovation.”

Nominations are open for Genesys customers to enter the 2023 Customer Innovation Awards.