Genesys Webinars

How Emerging AI Tools Can Improve Your Customer Experience

Credit unions have long relied on higher member satisfaction as a recipe for success. But as consumer expectations shift more and more towards digital banking, credit union members want the same personalized, seamless experiences they encounter across all other areas of their lives – and credit unions will need to make these effortless Member Experiences (MX) happen in order to drive member satisfaction.
Watch The Member Experience Transformation Playbook, a webinar on how credit unions can build – and keep – a competitive advantage through strategic innovation. We share a proven formula for maximizing technology transformation to deliver a hyper-personalized member experience, and Atif Munir and Nicole LaCamp of PenFed Credit Union share how they are deploying this formula in their own contact center.

In the collections industry, margins can be tight. That’s why it’s no surprise reducing costs and increasing recovery rates are often at the top of the priority list year in and year out.

Your contact center platform sits at the center of both these issues. Disjointed integration between collections platforms, contact center platforms, and other key functionality represents one of the leading causes of operational inefficiency. Meanwhile, outdated outbound tactics that fail to consider customer preferences for digital channels can further damage your agency’s performance.

We’ve put together an expert team of panelists from TTEC Digital, Genesys and Latitude to explore a proven approach to balancing cost and performance that’s as easy as 1-2-3:

• Selecting the right channel capabilities at the lowest per-minute usage rate
• Consolidating disparate solutions into a single cost-efficient contact center platform
• Integrating AI-enabled tools to drive performance without increasing overhead

Ready to get out of the strategy and dive into the TCO math?

As a part of this session, you’ll also explore how each of these factors can help drive total cost of ownership by walking through a series of helpful TCO exercises.

Since generative AI burst onto the scene in 2022, AI chatbots or virtual agents have dominated the headlines — becoming a top investment priority for businesses across the customer experience landscape. While AI chatbots represent one key element of a modern member experience strategy, they’re just the beginning when it comes to creating a truly differentiated end-to-end experience with AI.
In this webinar, our member experience experts explore:
• How AI can improve member experiences, streamline agent workflows, and activate new revenue opportunities when the conversation moves beyond the chatbot.
• Opportunities for AI across the member journey—from self-service, to escalation, to live agent/member interactions.
• A roadmap for AI implementation—including which AI initiatives to prioritize first and how to evolve your AI strategy over time.