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The New Normal: Redefining Business Continuity in Customer Experience

Complimentary live webinar hosted by Genesys to feature industry customer experience leaders with key insights on emerging trends and challenges in today’s environment

Genesys, the global leader in cloud customer experience and contact center solutions, is hosting a free live webinar to deliver expert perspectives on where the customer experience industry is headed given the dramatic shift in operations in response to challenges brought about by the COVID-19 pandemic. This 45-minute panel discussion will feature insight from global leaders in the financial, energy and airline industries, as well as a customer experience industry analyst.


The new normal: Redefining business continuity 

Customer experience has entered uncharted territory. The first quarter of 2020 has ushered in global unpredictability, forcing organizations to rapidly respond to unprecedented spikes in customer service requests and adapt their business processes and even technology accordingly. It’s important to understand the implications of this “new normal” and what it means for the customer experience industry in both the short and long term.


Paul Bourdeaux, vice president of information technology, eFinancial

Shelia McGee-Smith, founder and principal analyst, McGee-Smith Analytics

Barbara Gonzalez, global vice president for strategic business consulting, Genesys


North America: Wednesday, April 22, 2020 | 11 a.m. PT / 2 p.m. ET

Europe, Middle East & Africa: Thursday, April 23, 2020 | 2 p.m. BST / 3 p.m. CEST

Asia-Pacific: Thursday, April 23, 2020 | 1 p.m. AEST / 11 a.m. SGT


Join this webinar to

Hear how business leaders are adapting to the new landscape

Learn how to successfully manage a remote workforce

Gain insight into rising customer experience trends that are reshaping the industry

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Every year, Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.

©2020 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys, Genesys Cloud, Experience as a Service, and the Genesys logo are trademarks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

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