Author: Ginger Conlon
Ginger Conlon
An award-winning editorial leader who has covered CX and marketing for the majority of her career, Ginger Conlon is currently thought leadership director at Genesys and co-host of its Tech Talks in 20 podcast and CX Green Room livestream show. Additionally, she serves on EDF’s Digital Advisory Council. In her prior roles as chief editor of 1to1 Media, CRM magazine, and Direct Marketing News, she set the editorial vision and strategy, which led to increased readership, engagement, and revenue. Ginger was a founding board member of CXPA and selected as the 2023 CXStars awards’ #1 CX industry influencer by CX Magazine.
Artificial intelligence (AI) is increasingly redefining how organisations shape the employee experience (EX). For customer service and support teams in particular, AI presents opportunities to simplify processes, enhance coaching and training, and improve interactions with customers. This can lead to increased employee engagement, reduced turnover, and lower cost to serve. CX leaders globally are optimistic about using AI to drive gains in efficiency and engagement. However, ensuring that employees are prepared for and enthusiastic about AI is just as essential for success as leadership buy-in. Recent research on the intersection of AI and the employee experience highlights both the challenges…
In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that provide it will see a direct impact on their business performance. About 80% of consumers worldwide say they’d recommend and purchase more, more often, from companies that consistently personalise the customer experience. And more than half are willing to pay a higher price. But the personalisation consumers crave may not be what customer experience (CX) leaders think it is. The Genesys report “The State of Customer Experience,” which surveyed 5,517 consumers and 646 business leaders globally, finds that personalised customer service interactions make the biggest impact…