by George Demou
With CX18 in the rearview mirror, I thought it would be fun to reflect on my experience and the Avtex team’s experiences at the event. To be sure, CX18 offered so many great moments to reflect on and weave into our daily action plan upon return.
Let’s stroll down music row as I recap my top five moments from the event.
Setting the Stage
Nashville was the perfect backdrop for CX18. The Gaylord was a prime location that mixed convenience with an inviting and exciting atmosphere. Layer on the amazing food and music Nashville has to offer, and you’ve got the perfect setting for engaging and networking with other CX professionals. It was great to get out and network with our clients, the Genesys Team and fellow partners. Our team had a lot of interesting conversations about CX and the technologies and strategies that support it. Genesys knows how to put on an event that offers the optimal mix of entertainment, engagement and educational opportunities. I look forward to seeing what they have in store for CX19 in Denver.
CX18 offered a wealth of thought-provoking keynote presentations on a number of topics. However, blended AI was where it was at this year on the main stage. Several discussions and presentations focused on the potential of harnessing the power of Kate, the personification of Genesys AI, via AltoCloud, Predictive Routing and Chatbot Cognitive IVR. The art of storytelling was weaved into these deeply technical discussions, with an emphasis on Preserving Mindfulness in CX and the importance of creating moments via effective storytelling. The addition of mindfulness and storytelling in a much larger, more technical AI discussion were great touches. They reminded me that while AI and Bots have a ton of potential in the CX space, they won’t rule the world and take our jobs – anytime soon, I hope. In all seriousness, the discussions really opened my eyes to that fact that we need to ensure we are providing the best human connection with the killer technologies that are available now and in the near future.
Women at the Wheel
This year, we were treated to presentations and panels featuring several of the strong female leaders at Genesys. Barbara Gonzalez, VP of Global Strategic Business Consulting was the MC of the main stage and she killed it with electric energy and poise. At various points throughout the event, Barbara engaged in a verbal game of tug of war with Kate, busted out a few dance moves, and kept everyone engaged through humor. Another highlight for me was the Women in Technology Luncheon Hosted by Alice Katwan, SVP North America Sales at Genesys. The panel had a great variety of talented women who shared their journey, advice, and a few laughs. The panel provided a great opportunity to bask in the success and talent in a packed room of over 200 female and male attendees from different walks of the Genesys community.
We came, we saw them all, and we WON! Out of the many fine entries into the Partner Demo Battle, our video detailing the power of InteractionSync for PureCloud received the most votes from event attendees. To tell you I was beyond excited to be part of the Avtex team that got to accept the Demo Battle award would be an understatement. There were so many great entries, so it was rewarding to see the message of the integration Avtex has developed between PureCloud and Dynamic365 resonate with others in the Genesys community. Give the video a quick watch to see InteractionSync for PureCloud, and our very own benefits coordinator, Rod Coleman, in action.
Customer Experience Really is THAT Important
Throughout the busy schedule at CX18, I managed to attend several breakouts that echoed the main message relayed in keynote presentations. The technology created by Genesys and its partners is beyond impressive. However, technology is not enough. Each customer has their own expectations, needs and preferences that need to be considered. A thoughtful approach to that challenge can make any company standout amongst the rest. To be sure, the question really shifts from what COULD you do (these days let’s face it you could really Frankenstein your omnichannel experience seven ways till Sunday), to what SHOULD you do to make the most significant impact for your customers.
So there you have it, my Top 5 moments from CX18. I ate, sang, grew my knowledge, laughed and networked my way through Nashville and would not have had it any other way.