Genesys: All-in-one cloud contact centre solutions
Great customer service improves brand loyalty; valuable interactions build the trust to facilitate that. “At Genesys we provide our customers with a way to manage and implement the qualities of empathy into their customer experience,” explains SVP Bruce Rosen. “We can drive a new level of personalisation; our Experience as a Service offering allows every company, big or small, to deliver that personalisation at scale.”
Cloud accounts for 65% of the Genesys customer base with 85% of its business operating on a SaaS model with the flexibility to meet developing customer needs. “Our technology transformation highlights a cloud first strategy,” says Rosen. “Our digital marketplace AppFoundry offers 400 applications that can be integrated to enhance Genesys solutions. We also have integration with major tech partners, including Microsoft, Google, Salesforce, Adobe, Zoom and Amazon.”
Hyper Personalised Experience
Built for mission-critical reliability and redundancy, the enterprise-grade solutions Genesys deploy help companies like Verizon in their quest for the agility to be available for customers 24/7. Reacting to changing market conditions with the ability to add new features in real time is key. “We’re also seeing a rise in digital self-service,” notes Rosen. “Genesys chatbots driven by AI and Machine Learning, as well as our predictive engagement, support companies with the ability to deliver a hyper personalised experience for their customers with every interaction. And as we've all seen and experienced during this past year, the support of remote employees working from home and customer experience is now becoming the new normal.”
The Future of CX
“We expect continued exponential growth across all markets, specifically in the global enterprise markets with regard to customer experience and cloud solutions,” highlights Rosen. “And when I look at Verizon and Genesys, Verizon has the ability to scale to any size customer, while at the same time, minimising the complexity and the heavy lifting historically required for their customers in that space. Verizon, and other telcos, live in a highly competitive global marketplace requiring a hyper personalized approach to CX. We expect they will also simplify their own environments while also leveraging the Genesys Cloud and multi-cloud solutions to help differentiate their own customer's experience as they interact with Verizon in the future.”
Verizon Business is enabled by the support of a number of key partners, slotting into the company’s conception of three product layers: connectivity, platform and solutions: “We're seeing a lot of customers move to the cloud for their communications needs. As a global wireless service provider, we have the opportunity to work with partners like Genesys for our end customer contact centre needs to provide unified communications collaboration tools to the industry. Our customers are migrating their businesses to the cloud – this is also bringing contact centre collaborations solutions from an IT closet into the cloud.”
Aamir Hussain, SVP & chief Product Officer, Verizon Business
Marketing matters: from IBM to Kyndryl
Prior to joining Kyndryl as Chief Marketing Officer, Maria had a 25-year career at IBM, most recently as the tech giant’s CMO where she oversaw all marketing professionals and activities across North America, Canada and Latin America. She has held senior global marketing positions in a variety of disciplines and business units across IBM, most notably strategic initiatives in Smarter Cities and Watson Customer Engagement, as well as leading teams in services, business analytics, and mobile and industry solutions. She is known for her work with teams to leverage data, analytics and cloud technologies to build deeper engagements with customers and partners.
With a passion for marketing, business and people, and a recognized expert in data-driven marketing and brand engagement, Maria talks to Business Chief about her new role, her leadership style and what success means to her.
You've recently moved from IBM to Kyndryl, joining as CMO. Tell us about this exciting new role?
I’m Chief Marketing Officer for Kyndryl, the independent company that will be created following the separation from IBM of its Managed Infrastructure Services business, expected to occur by the end of 2021. My role is to plan, develop, and execute Kyndryl's marketing and advertising initiatives. This includes building a company culture and brand identity on which we base our marketing and advertising strategy.
We have an amazing opportunity ahead at Kyndryl to create a company brand that will stand apart in the market by leading with our people first. Once we are an independent company, each Kyndryl employee will advance the vital systems that power human progress. Our people are devoted, restless, empathetic, and anticipatory – key qualities needed as we build on existing customer relationships and cultivate new ones. Our people are at the heart of this business and I am deeply hopeful and excited for our future.
What experiences have helped prepare you for this new opportunity?
I’ve had a very rich and diverse career history at IBM that has lasted 25+ years. I started out in sales but landed explored opportunities at IBM in different roles, business units, geographies, and functions. Marketing and business are my passions and I landed on Marketing because it allowed me to utilize both my left and right brain, bringing together art and science. In college, I was no tonly a business major, but an art major. I love marketing because I can leverage my extensive knowledge of business, while also being able to think openly and creatively.
The opportunities I was given during my time at IBM and my natural curiosity have led me to the path I’m on now and there’s no better next career step than a once-in-a-lifetime-opportunity to help launch a company. The core of my role at Kyndryl is to create a culture centered on our people and growing up in my career at IBM has allowed me to see first-hand how to prioritize people and ensure they are at the heart of progress in everything Kyndryl will do.
How would you describe your leadership style?
I believe that people aren't your greatest assets, they are your only assets. My platform and background for leadership has always been grounded in authenticity to who I am and centered on diversity and inclusion. I immigrated to the US from Chile when I was 10 years old and so I know the power and beauty that comes from leaning into what makes you different from other people, and that's what I want every person in my marketing organization to feel – the value in bringing their most authentic self to work every day. The way our employees feel when they show up for themselves authentically is how they will also show up for our customers, and strong relationships drive growth.
I think this is especially true in light of a world forever changed by the pandemic. Living through such an unprecedented time has reinforced that we are all humans. We can't lead or care for one another without empathy and I think leaders everywhere have been reminded of this.
What’s the best leadership advice you’ve received?
When I was growing up as an immigrant in North Carolina, I often wanted to be just like everyone else. But my mother always told me: Be unique, be memorable – you have an authentic view and experience of the world that no one else will ever have, so don't try to be anyone else but you.
What does success look like to you?
I think the concept of success is multi-faceted. From a career perspective, being in a job where you're respected and appreciated, and where you can see how your contributions are providing value by motivating your teams to be better – that's success! From a personal perspective, there is no greater accomplishment than investing in the next generation. I love mentoring younger professionals – they are the future. I want my legacy as a leader to include providing value in work culture, but also in leaving a personal impact on the lives of professionals who will carry the workforce forward. Finding a position in life with a job and company that offers me a chance at all of that is what success looks like to me.
What advice would you give to your younger self just starting out in the industry?
I've always been a naturally curious person and it's easy for me to over-commit to projects that pique my interest. I've learned over years of practice how to manage that, so to my younger self I’d say… prioritize the things that are most important, and then become amazing at those things.