More Than Ever, Bad Experiences Kill Customer Loyalty

Expectations about what makes a great customer experience (CX) are rising faster than most organizations can keep up with — and consumers aren't afraid to walk away when their needs aren't met. The good news is that most organizations understand the gap that exists between expectations and delivery and are investing more to increase engagement. We have David Porter, Managing Director of Financial Services at Genesys on the Banking Transformed podcast. David discusses how innovative organizations are redefining what's possible using digital technologies and artificial intelligence (AI).