#368: What Exactly is Good CX? with Ginger Conlon, Genesys
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
The Agile Brand
4.9 • 113 Ratings
🗓️ 17 May 2023
⏱️ 22 minutes
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Summary
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.
RESOURCES
Genesys State of CX report: https://www.genesys.com/resources/state-of-cx
Genesys website: https://www.genesys.com
The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast
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Transcript
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| 0:00.0 | Welcome to season 5 of the Agile Brand with Greg Kielstrom, where we talk with enterprise |
| 0:06.7 | and technology platform leaders about the people, processes, and platforms that make marketing |
| 0:11.7 | and customer experience successful, scalable, and sustainable. |
| 0:16.0 | This is what creates an Agile Brand. |
| 0:17.8 | I'm your host, Greg Kielstrom, advisor and consultant for Fortune 1000 Marketing and |
| 0:22.5 | CX leaders and teams as principal and chief strategist at GK5A and bestselling author |
| 0:29.2 | keynote speaker, entrepreneur, and Agile certified coach. |
| 0:33.6 | The Agile Brand podcast is brought to you by TechSystems, an industry leader in full stack |
| 0:38.0 | technology services, talent services, and real world application. |
| 0:42.8 | For more information, go to tksystems.com. |
| 0:47.4 | To sign up for the Agile Brand newsletter and get the latest insights and articles on |
| 0:51.1 | marketing technology and CX, or to purchase a copy of my latest book, House of the Customer, |
| 0:57.1 | go to GregKielstrom.com. |
| 0:59.2 | You can also find all my books on Amazon and other retailers, and now onto the show. |
| 1:07.4 | The state of customer experience is continually changing, as brands increasingly compete |
| 1:12.0 | based on the experience they can deliver to their customers across channels and across |
| 1:16.7 | the customer journey. |
| 1:18.2 | The winners in this race gain new customers through reputation and word of mouth, retain |
| 1:22.7 | existing customers through loyalty and increased customer lifetime, and those who struggle |
| 1:27.4 | to keep up can sometimes face an ever-widening gap in experience maturity. |
| 1:32.4 | Genesis, a leading provider of customer experience and call center technology platforms, recently |
| 1:37.3 | released its state of CX 2023 report. |
... |
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