“You need to think about the customer journey, end-to-end, and the context,” says Genefa Murphy, Chief Marketing Officer at Five9. Genefa discusses how data can be used to improve customer engagement and how marketers can remain confident when it comes to using data to offer a personalized experience despite the rise in security risks and an increased focus on data protection. In this podcast we learn about the trends in managing calls and the development of data. We hear about how that data, properly applied, can create better customer experiences. At the same time, misused automation and digitization can lead to alienated customers. Genefa describes a path to avoid those mistakes and deliver on the promise of AI and other technologies in the contact center.
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation, digital engagement, analytics, workflow automation, workforce optimization and practical AI to more than 2,500 organizations across industries worldwide to reimagine their customer experiences. Genefa Murphy, who heads up the Five9 marketing team, holds a doctorate on the adoption of technologies.
Visit www.Five9.com
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