Enhancing Customer Experience: Journey with Genesys

An unnamed bank that recognizes the importance of delivering exceptional customer experiences in an increasingly commoditized banking industry. To differentiate themselves, banks and financial institutions must prioritize customer satisfaction. It understands that their customers compare their experiences not only to other financial institutions but also to leading brands like Starbucks and Amazon. This realization prompted them to seek a platform that could keep up with evolving customer needs and provide a seamless experience. In this blog post, we will explore their partnership with Genesys, a cloud-based customer experience solution, and how it has transformed their operations.

The Need for Change:

The bank had been relying on outdated legacy systems that lacked integration and hindered the mapping of the customer journey. Recognizing the importance of providing a seamless experience, they sought a solution that would enable them to connect various data points and deliver a consistent customer journey. The decision to work with Genesys was driven by their desire to migrate to the cloud and, more importantly, to collaborate with a partner rather than just a vendor.

Overcoming Challenges:

Transitioning from clunky legacy systems to a new platform required change management and adoption strategies. The bank understood that their frontline team members, who interacted directly with customers, would play a crucial role in the successful implementation. To ensure a smooth transition, they recruited these team members as "Genesys gurus." These gurus were given early access to the test system, allowing them to experience and provide feedback on the new platform. This approach not only helped identify gaps but also generated excitement among the agents, leading to organic buy-in and adoption from the ground up.

The Power of Partnership:

The partnership with Genesys went beyond just implementing a new system. Genesys worked closely with them to understand the type of experience they wanted to create for their customers. The collaboration aimed to make things great not only for the bank but also for their customers. By leveraging Genesys' expertise, they gained valuable insights and tools to manage and measure their business at a whole new level. This enhanced visibility allowed them to better manage their customer experience, aligning with their obsession for delivering exceptional service.

Looking Ahead:

The bank and Genesys are committed to continuously improving the customer experience. The next step for them involves leveraging artificial intelligence and machine learning to make the customer journey effortless. By automating repetitive tasks and streamlining processes, the bank aims to reduce the burden on both customers and team members, ensuring a truly effortless experience.

Conclusion:

The partnership with Genesys has enabled them to enhance their customer experience by transitioning from outdated legacy systems to a cloud-based platform. By involving frontline team members in the change management process, they ensured a smooth transition and generated excitement among their agents. The collaboration with Genesys has empowered them to manage and measure their business at a whole new level, providing valuable insights to improve customer experiences. Looking ahead, the bank plans to leverage artificial intelligence and machine learning to further enhance the customer journey.