“Whenever we get the chance, we’re living and breathing the experience as a service that we want to espouse to our customers.”
What does exceptional customer service look like in a world where consumers are more knowledgable and empowered than ever? How can you bring reps from merely being “nice” to having true empathy, the type that doesn’t just help people resolve issues, but builds lasting brand attachment? According to Joyce Kim, EVP and CMO at Genesys, one of the world’s largest Contact Centre as a Service (CCaaS) platforms, it’s all about data. Hear Joyce’s thoughts on the right way to approach customer experience, the recent changes to the role of Chief Marketing Officer, plus what call center and IndyCar teams have in common.
Joyce Kim, Executive Vice President and Chief Marketing Officer for Genesys, the global leader in cloud customer experience and contact center solutions. In her role as CMO, Joyce is responsible for worldwide marketing, including driving strategy and positioning the company for growth. Her key focus is expanding the partner and developer ecosystem. Prior to Genesys, Joyce was CMO for the UK’s largest semiconductor IP company, ARM. Before that, she was key marketing leader for global brands such as Wrike, Microsoft and Google. She serves on the board of the early literacy foundation, Bring Me A Book, and the startup accelerator Sparklabs Frontier at Arizona State University.