When OVO Energy set out to scale conversational experiences without sacrificing reliability or empathy, Senior Software Engineer Lucas Woodward brought developer-grade rigor to CX, building front- and back-end chatbots, automated testing pipelines, and real-time observability, then sharing those tools with the community.  In this episode of Level Up CX Tech, we sit down with Lucas to explore how platform APIs and CX as Code accelerate safe, repeatable deployments. Why shortening feedback loops with dashboards and sentiment signals matters, and how bringing developers closer to customers creates more human, resilient digital journeys. 

When RedSalud, Chile's largest private healthcare provider, recognized the need to offer remote assistance during the pandemic while maintaining empathy and clinical quality, they embarked on a digital transformation that fundamentally changed how they serve patients.  In this episode of Level Up CX Tech, we sit down with Juan Neme, Experience and Digital Services Manager at RedSalud, to explore how they reimagined patient access and affordability while maintaining clinical quality, the pivotal role digital channels play, and how intentional design and empathy are shaping patient interactions today. 

When Global Payments realized that their on-premises contact center solution wasn’t going to provide the agility or the features they needed, they undertook a process that ultimately led them to the cloud. On this episode of Level Up CX Tech, we’re joined by Beth Granberry of Global Payments to hear how the IT and business teams at Global Payments worked together to ensure the ultimate solution met their needs for today — and for tomorrow.  

Western Governors University (WGU) needed a solution that could support the needs of their staff and students. We sat down with Darin Graves, Senior Manager, Service Desk, at WGU to learn how moving to the cloud enabled new channels and new visibility into metrics that drove better experiences.  

In this episode of Level Up CX Tech, we talk with Brent Baker, Vice President and Chief Customer & Innovation Officer at Nashville Electric, about their journey to the cloud, the challenges they faced along the way, and how a cloud-based CX platform is helping Nashville Electric deliver a better customer and employee experience. 

In this episode of Tech Talks in 20, Kyle Kuntz, VP of CX Evolution at Genesys, discusses the technical consideration integral to any cloud migration. He also shares his advice on optimizing resources and streamlining the transition to a cloud-based CX platform.

Driving business performance by improving the customer and employee experience is a top priority for most organizations today. Understanding and adopting tech solutions that enables those improvements was top of mind for attendees of the customer experience and communications technology conference Enterprise Connect 2024. Join us as we recap the three hottest topics discussed at the show: artificial intelligence, especially generative AI; employee experience technologies, including AI tools; and experience transformation.

understanding. These expectations are often driven by their experiences with organizations in other industries. Nearly two-thirds of 61% of banking executives say continuous innovation is raising customer expectations — and 45% say they’re failing to keep pace with those expectations.  In this episode of Tech Talks in 20, David Porter, Managing Director, Global Banking Industry, examines the evolving CX technology landscape in financial services. He also shares his advice on how financial services firms can make the greatest impact with their CX technology investments now and over the next few years.

Orchestrating the experiences consumers expect today requires more than even the most robust customer experience platform on its own. Organizations must integrate channels, data and systems to create personalized, seamless end-to-end journeys and continually optimize them. In this episode, Joe Wheeler, CEO of CX/Digital and best-selling author of The Digital-First Customer Experience, explores how technology convergence is enabling this in ways never before imaginable — opening opportunities to reinvent the service experience so completely that by 2030, it could look nothing like it does today.

n this episode of Tech Talks in 20, Harshali Desai, Principal Product Manager, Knowledge, at Genesys, explores how to think about knowledge management from the outside in, balancing the experiences organizations want to deliver through knowledge with the experiences customers and employees expect. She also discusses how reimagining knowledge management can streamline journeys and improve business outcomes.

In this episode, Mitch Mason, Principal Product Manager, Genesys Conversational AI, provides easy ways to improve the chatbot experience, as well as practical tips on using bots to streamline customers journeys, improve satisfaction and increase issue resolution.

In this episode, Rahul Garg, VP Product, AI and Conversational AI at Genesys, explains how organizations are using conversational, generative and predictive AI to optimize the customer experience and enhance the employee experience. He also predicts the next big thing in AI for orchestrating engaging and empathetic experiences.

In this episode, Aron Meyer, Digital Workplace Solutions Architect at Unisys, explains how the company was able to eliminate seven legacy platforms and move more than 100 client organizations from across 12 global locations to that cloud-based customer experience platform.

In this episode, Coty Smith, Director of Digital Innovation at Genesys, discusses the invaluable role knowledge management plays in customer and employee experiences, and how organizations can use it to create a steel thread of dynamic, pervasive insight across customer-facing functions. He also examines the role artificial intelligence plays in improving employees’ and customers’ access to knowledge.

Too often, organizations moving from on-premises customer experience (CX) technology to a cloud-based CX platform try to replicate their current operations — rather than taking the opportunity to reinvent them. In this episode, Brian T. Jones, Senior Specialist, Technology, AP Digital Care Communications, at Ascension Technologies, explains how the IT arm of Ascension Health was able to make improvement like downsizing to one dynamic call flow by being open to the art of the possible.

In this episode of Tech Talks in 20, Lucas Woodward, a software engineer at OVO Energy, joins us to explain how to use automation to build better bots, faster. He’ll also reveal how he automates and tests bot integration with other CX technologies.

The hottest topics of conversations at Enterprise Connect 2023 revolved around what’s next for artificial intelligence (AI) in customer experience, Contact Center as a Service (CCaaS) and employee experience (EX). This episode, live from the conference, dives into the top AI, CCaaS, and EX themes at the show. We’ll also talk about findings from the recent Genesys report “The State of Customer Experience” around those themes and shared during a show floor ”Tech Talks” presentation.

In this episode of Tech Talks in 20, Christine Curtis, VP of User Experience and Design at Genesys, examines how design thinking improves UX and why no organizations should leave experience designers as an untapped voice of the customer.

Gio da Silva, Senior Director, Value Consulting at Genesys, explains how to show the business value of a migration or implementation in hard numbers, as well as soft benefits. He discusses the essential elements needed to build a business case that eliminate hesitation and instills confidence — paving the way for a successful CX transformation.

Jodi Thompson, Business Consulting Director at Genesys, lays out a clear and compelling case for making change management an integral part of your CX evolution strategy. Generate support, overcome institutional inertia and accelerate both implementation and adoption. Plus, you’ll learn why resistance to your plan is a gift you shouldn’t ignore.