Delivering empathetic customer experiences will require us to move from fuzzy into action - Interview with Joyce Kim, Chief Marketing Officer at Genesys artwork
Punk CX with Adrian Swinscoe

Delivering empathetic customer experiences will require us to move from fuzzy into action - Interview with Joyce Kim, Chief Marketing Officer at Genesys

  • E380
  • 42:17
  • March 20th 2021

Today’s interview is with Joyce Kim, the Chief Marketing Officer (CMO) for Genesys, a global leader in cloud -based customer experience and contact centre solutions that serves over 11,000 mid-sized and large businesses around the world. Joyce joins me today to talk about what it’s going to take for organizations to deliver a more empathetic experience to their customers, how empathy will move from fuzzy to actionable, how CMOs can take responsibility addressing customer experience woes as well as what lessons service and experience leaders need to be learning.

This interview follows on from my recent interview – Journey analytics and orchestration is helping brands stop doing stupid stuff – Interview with Mark Smith of Kitewheel — and is number 380 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Punk CX with Adrian Swinscoe

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service.

Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love.

Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues.

Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my latest book: Punk CX.