How Genesys and Amazon challenge each other, but also work together, plus the importance of personalized experience in CX

Customer Experience Digest: A roundup of customer experience news and features from TechTarget

Customer Experience Digest A roundup of customer experience news and features from TechTarget September 09, 2020 FEATURED STORY   Emerging Genesys cloud strategy makes Amazon friend and foe   By Don Fluckinger, Senior news writer   Amid a leadership change, Genesys retools cloud strategy, adds partnerships with Infosys, Adobe and others as its relationship to Amazon and AWS veers toward 'co-opetition.'   Advertisement NEWS   Twilio Flex deployed for COVID-19 contact-tracing agents Tech teams supporting agents working remotely on COVID-19 surveillance efforts in several U.S. cities and the state of Illinois eschew traditional IT and opt for cloud platforms.   Salesforce Field Service features added to Winter '21 Release Salesforce Field Service users can better pinpoint arrival times for their customers as well as other new capabilities coming in the Winter '21 Release. EXPERT ADVICE   The importance of personalized experience in CX Musa Hanhan breaks down the three stages of customer experience and explains why personalized experiences offer companies the best chance at customer retention.   Are you a customer experience leader or laggard? Organizations need to invest now in customer experience to ensure they're leaders in their industry. They cannot risk falling behind their competitors with their CX initiatives.   4 e-commerce email marketing strategies to heed Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue.   Evaluate call center outsourcing costs and benefits Outsourcing call center operations can take some financial burden off businesses -- depending on what partner they choose. But there can also be some drawbacks.   Revenue operations vs. sales operations: What's the difference? While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations keeps its focus on sales department efficiency. About This E-Newsletter The Customer Experience Digest is published by TechTarget, Inc., 275 Grove Street, Newton, Massachusetts, 02466 US. Click to: Unsubscribe. You are receiving this email because you are a member of TechTarget. When you access content from this email, your information may be shared with the sponsors or future sponsors of that content and with our Partners, see up-to-date Partners List, as described in our Privacy Policy. For additional information, please contact: webmaster@techtarget.com. © 2020 TechTarget, Inc. all rights reserved. Designated trademarks, brands, logos, and service marks are the property of their respective owners. Privacy Policy | Partners List