Breakout Session:
Getting Better Customer Insights via Journeys Within and Beyond the Contact Center
Oct 10 - 2:55pm - 3:40pm 
Breakout Room A
Highlights Of This Session
Getting Better Customer Insights via Journeys Within and Beyond the Contact Center
As organizations continue to further their CX initiatives, capturing data on customers as they interact with agents in the Contact Center and how they interact outside of that with other areas of your digital footprint or organization is essential. Along with that, some organizations have gone down the path of journey mapping, however, that’s typically what you want clients to do, and Customer Journey Analytics is what your customers are actually doing.
Key Takeaways
- How To Improve your Contact Center Insights
- Where to Focus your CX initiatives in 2024
Who Should Attend This Session
- CEO
- Contact Center Leadership
- Data Insight Leadership
About Your Speaker
Global VP of Experience Transformation
Shane Cough
Shane Cough is Boston based and leads the Experience Transformation team at Genesys, a sales specialist organization focused on experience orchestration beyond the contact center agent channel. He has held various leadership roles, primarily at start-up software-as-a-service companies in the marketing and customer experience space spanning a 25+ year career in technology sales.
Throughout his career, Shane has always led with a focus on customer value as the ultimate sales metric. In practice, that means bringing insights and informed perspective to every interaction, and prioritizing “what’s in it for the customer?”.
Genesys at a Glance
Contact Center Software for Every Conversation, Anywhere
- 400% Increase in Digital Sales
- 25% Increase in Agent Productivity
- 100% ROI in <3 Months
THE C3 TECH SUMMIT
Hear about Emerging Tech Trends
Genesys is just one of a multitude of sponsors at the C3 Tech Summit! Don't miss out on everything to learn! A summit focused on both the width and breadth of vendors, topics, and experts, you will find knowledge that will transform your business.