Capabilities 5 | CX/Digital

Capabilities

CX/Digital provides three capabilities, applying some of the most advanced technologies in the world to bring your digital first experience to life.

Research

We apply AI-based text-analytics, video research and other tools to reduce the cycle-time required to validate the Moments of Truth and Loyalty Drivers that separate the 'signals from the noise.'

Business Case

Creating a business case that is competitive with other investment options is crucial for success. We follow five proven steps to quantify the incremental financial lift that could be generated from delivering a digital first experience.

Design

For clients interested in transforming the experience they deliver to employees and customers, our CX/Digital Design Accelerator follows an Agile-based process to redesign and manage the customer journey.

RESEARCH

CX/Digital's research capability combines powerful analytic tools to provide profound insight into the current employee and customer experience, and how to prioritize improvements that will deliver measurable results.

Source: Remesh.

BUSINESS CASE

Quantifying the financial pay-off of investing in digital first changes can be challenging. Our team works with you to develop a statistically validated business case prior to testing potential improvements that will also guide your implementation.

DESIGN

Our CX/Digital Design Accelerator combines leading-edge design strategies with AI tools to deliver a powerful, digital first customer experience. To ensure a sustained competitive advantage, the Genesys Pointillist platform provides the industry's leading solution for ongoing journey management and optimization.

Source: Pointillist by Genesys

What powers our CX/Digital Design Accelerator? The Pointillist Advanced Journey Management and Optimization Platform from Genesys