Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action

Update: 2021-06-22

Description

In this podcast, Cameron Smith, VP of WEM Product Management at Genesys, takes listeners through the highly effective process of Design Thinking and shares insights into how it, when implemented properly, can transform and improve the day to day life of agents and other contact center supervisors and managers.

Comments

In Channel

Episode 39 - The Path Towards Experience as a Service

2022-04-2631:33

Episode 38 - Shifting from Business Centric to Customer and Employee Centric

2022-04-1325:43

Episode 37 - Exploring the book Empathy in Action – Pt. 1

2022-03-2925:25

Episode 36 - Leveraging AI to Build Customer Empathy

2022-03-1518:32

Episode 35 - Genesys Cloud CX in 2022

2022-02-2712:35

Episode 34 - GigCX is Future-proofing Customer Service

2022-01-1818:57

Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017

2022-01-0421:00

Episode 32 - Is Your Contact Center Inclusive?

2021-12-1420:18

Episode 31 - Why Pointillist Acquisition is a Game Changer

2021-12-0313:43

Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service

2021-11-1626:52

Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise

2021-11-0216:30

Episode 28 - Rethinking WEM – It’s all about the Employee Experience

2021-10-1921:00

Episode 27 - The Correlation Between Human Values and High-Performing Agents

2021-10-0517:29

Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement

2021-09-1415:00

Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity

2021-08-3114:00

Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model

2021-08-1118:00

Episode 23 - How to Build Trust and Loyalty with Today's Disconnected Consumers

2021-07-2719:27

Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome

2021-07-0717:46

Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action

2021-06-2217:12

Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys' new Ascend Partner Program

2021-06-0814:45:00

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Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action

Genesys Influencer Relations

#box-pro-ellipsis-176209390308180{-webkit-line-clamp:2;}Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action

Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action

Genesys Influencer Relations

Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action