PERSONALIZATION
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH MICHAEL WIESBLATT, GENESYS
ILLUSTRATION PROVIDED BY ADOBE IMAGES
ARE CUSTOMERS( AND AGENTS) TRULY DIFFERENT?
THEY MAY HAVE FAR MORE IN COMMON DESPITE GENERATIONS, COUNTRIES.
Personalization is key when attracting both customers and employees for a very simple reason. Selling and recruiting is about them, and their wants, not yours: which is implicit.
And while personalized marketing, whether for a product, service, or position, at its core is about appealing to“ the segment of one” there are almost always shared characteristics across the different segments.
But customers and employees are in a wide range of demographic segments and country markets. So, do these differences affect customer experiences( CXs) and agent experiences? In recruiting and retaining both customers and agents? We reached out to Genesys and interviewed Michael Wiesblatt, Vice President, Sales Leader Canada, to learn more.
MICHAEL WIESBLATT
TO SET THE TABLE, WHAT IS THE RELATIONSHIP AND IMPORTANCE OF CONNECTING EXCELLENT CUSTOMER PERSONALIZED EXPERIENCES WITH EMPLOYEE / AGENT PERSONALIZED EXPERIENCES? 26 CONTACT CENTER PIPELINE