Genesys and Adobe collaborate on delivering contextual CX

Photo by John Schnobrich on Unsplash

Genesys and Adobe are partnering to help organisations break down data siloes between marketing, commerce, sales and service departments.

The integration of Genesys Cloud and Adobe Experience Platform will give organisations a deeper understanding of customer context across every touchpoint.

With the insights, contact centre and other business leaders will be enabled for more intelligent, continuous and individualised customer engagement.

Customers engage with organisations across many different functions, yet their data often does not move with them throughout their journey, resulting in disconnected experiences with minimal personalisation. Even when the data is shared across systems and departments, it typically is not utilised in real-time engagements.

Improving customer empathy

Through their partnership, Genesys and Adobe will work on improving customer empathy through real-time profile enrichment; augmenting the customer journey with AI and automation; and driving revenue and loyalty with campaign conversion and attribution.

“The combined power of our interoperable platforms makes it easier for organisations to utilise enriched customer context so they can provide more personalised engagement that builds stronger empathic connections,” said said Tony Bates, CEO of Genesys.

“Integrating customer insights from Genesys Cloud into Adobe Experience Platform will give brands a more complete view of their customers, enabling deeper interactions that drive brand loyalty and growth,” said Shantanu Narayen, CEO of Adobe.