Zurich Switzerland Named CX Achiever Winner at 2024 Genesys Customer Innovation Awards
2024年5月15日 - 12:03AM
ビジネスワイヤ(英語)
Global insurer digitizes to deliver seamless
experiences for both customers and employees
Genesys®, a global cloud leader in AI-powered experience
orchestration, today announced Zurich Switzerland was named the
Customer Experience (CX) Achiever winner in the Enterprise category
during its 19th annual Customer Innovation Awards. Zurich
Switzerland received the award for transforming customer engagement
and empowering its employees to deliver exceptional experiences
with the Genesys Cloud™ platform.
Zurich Insurance Group (Zurich) is a leading multiline insurer
serving people and businesses in more than 200 countries and
territories. In Switzerland, more than 1.4 million customers place
their trust in the products and services of Zurich. Challenged by
the limitations of its former legacy on-premises solution, Zurich
Switzerland wanted more flexibility to adapt to evolving customer
needs and market changes while expanding its reporting capabilities
and eliminating complex manual processes. Making these improvements
would be key to delivering the superior level of engagement with
its customers that it desired and would empower employees with the
resources they need to be successful and drive overall
satisfaction.
Moving to the Genesys Cloud platform has allowed Zurich
Switzerland to reimagine how it engages with its customers and
employees. The organization has achieved significant business
outcomes using the platform’s experience orchestration
capabilities, including a significant increase in sales.
As a part of the digital transformation at Zurich Switzerland,
the company expanded its channels from phone and email to include
chat and WhatsApp, enabling it to meet more customers on their
channels of choice. Additionally, using the open APIs of Genesys
Cloud, the company has customized the platform to its needs,
enhancing its ability to provide quicker and more efficient
resolutions. With a focus on increasing personalization and
efficiencies in the customer experience, Zurich Switzerland has
realized an impressive increase in its first-call resolution and
its overall customer satisfaction.
Additionally, Zurich Switzerland understands that empowered,
happy employees drive business success and lead to exceptional
customer experiences. To keep its teams motivated, drive employee
performance and equip its managers with data-driven insights for
continuous optimization, Zurich Switzerland deployed Genesys Cloud
Workforce Engagement Management (WEM) which natively integrates
with Genesys Cloud. Zurich Switzerland was able to better support
its multilingual team, notably increasing employee satisfaction
scores and employee retention.
The CX Achiever recognizes organizations that use Genesys
technology to reimagine customer experiences while giving employees
the ability to deliver smarter outcomes with less effort. During
its annual Customer Innovation Awards, Genesys recognizes
organizations from across the globe for transforming their customer
and employee experiences with AI, cloud and digital
technologies.
Zurich Switzerland accepted the CX Achiever award at Genesys
Xperience 2024 in Denver.
To watch select Xperience keynotes on-demand, visit the
Xperience Encore event beginning May 27.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
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version on businesswire.com: https://www.businesswire.com/news/home/20240514138001/en/
Kelley Crane, Genesys Kelley.crane@genesys.com
Method Communications genesys@methodcommunications.com