From vision to reality: Raja Lakshmipathy, Vice President and Managing Director of Genesys, India & SAARC shares the journey towards delivering enhanced customer experiences.
In a recent conversation with ET Edge Insights, Raja Lakshmipathy, Vice President and Managing Director of Genesys, India & SAARC, shed light on the company’s pivotal role in revolutionizing customer experience through Cloud Contact Center and Customer Experience Solutions worldwide.
Genesys offers AI-powered cloud offerings, orchestrates billions of interactions for over 7500 customers spanning across 100 countries.
Raja highlighted Genesys’s vision of delivering empathy at scale and emphasized the importance of enhancing customer experience in every interaction.
“Over the past decade, we have grown 10X and have become one of the largest engineering and R&D centers outside the U.S.,” Raja says.
A significant stride in Genesys’s journey was the introduction of its in-country Genesis Cloud in 2021, which facilitated cloud adoption for customers within regulatory frameworks.
Raja also shared the trends shaping the industry. According to him, the industry is undergoing significant changes, unlike anything seen in the past 25 years.
“Digital adoption, fueled by both demand and supply, is a prominent trend. Enterprises are compelled to move to the cloud due to its immense benefits. Additionally, AI is reshaping every stage of the customer journey, from identifying customers and intents to predictive routing and agent support. Data, often referred to as the new oil, is crucial, with structured and unstructured data utilization becoming increasingly vital,” he says.
On companies contemplating cloud adoption Raja emphasized the reasons driving organizations towards cloud adoption, especially heightened after the COVID-19 pandemic. He highlighted the challenges associated with managing on-premise inventories and assets across multiple locations, especially prevalent in segments like BPOs operating across multiple countries.
“Scalability, flexibility, and ease of transition are another key drivers for cloud adoption,” Raja says.
Role of AI in customer experience (CX)
Raja elucidated the significant role AI plays in every step of the customer journey. He emphasized the transformative potential of Generative AI or conversational AI, which personalizes customer interactions based on individual preferences, thereby enhancing customer satisfaction. Raja predicted that Generative AI would revolutionize every aspect of the customer journey in the coming years.
CX, EX synergy: A recipe for business success
Raja stressed the intrinsic link between employee experience (EX) and customer experience, emphasizing that a disgruntled employee cannot delight customers.
“If employees aren’t happy, they won’t be able to make customers happy,” Raja says.
He highlighted the importance of workforce engagement, which goes beyond traditional workforce management and optimization. Raja emphasized the need to prioritize employee needs and engagement through AI-driven solutions, ensuring a harmonious balance between business requirements and employee satisfaction.
