Elcenora Martinez
@elcenora
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SVP, Product Marketing, Cloud, Digital & AI @ Genesys. CX Enthusiast & AI Nerd. Tweets are my own.
Washington, DC
Joined October 2009
We are on the brink of incredible innovation. Start designing the experiences you want for you and your customers with #AI-powered Experience Orchestration. 💬 @elcenora
#Xperience23
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💡 The experience happens whether you design it or not. If you aren't bringing sales and marketing together, the experience happening isn’t what you want. It’s imperative to bring everyone to the table to digitally empower customers. 💬 @elcenora
#EnterpriseConnect
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End to End Experience Orchestration made possible with an open, modern API experience platform.
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Work Automation & Task Routing is a new feature coming to @Genesys Cloud over the next few quarters - similar to the #IWD feature available for Genesys Engage #GenesysSummit
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Delighted @Genesys has chosen Galway as the home of their largest R&D site in Europe. Enterprise-led research and innovation a major part of Ireland’s success story. Wishing Genesys and the workers here every success in future.
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"Customers are expecting personalization, and what used to be the gold standard becomes the expectation."🎙️ @elcenora #CCWVegas #CustomerContactWeek
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At #Xperience22 @harshalidesai describes new tools to provide a #singlesourceoftruth from disperse and diverse sources to create a #knowledgebot
@Genesys
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Frictionless #CX is today’s reality - customers and employees expect smooth, effortless, personalized experiences. Olivier Jouve, EVP and GM of #GenesysCloudCX speaks about the importance of focusing on connected data & the delivery of empathy across experiences. #Xperience22
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Customer-focused KPIs like customer effort score are no longer viable performance metrics. The new way forward should lead with empathy and experience #Genesyssummit @PeterGGraf
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Incredible and exciting milestone!!
#GenesysCloudCX has reached 500K agents on the platform. Hear from EVP and General Manager, @OlivierJouve – who worked on the platform with the original dozen engineers – on what this milestone means for the future of orchestrated customer experiences. #GenesysSummit #CX
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.@Tony_Bates71 opens #GenesysSummit with a distinction between automation and orchestration. @Genesys is leaning into orchestration #CX
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BREAKING: Investment in startup @exceedai will bolster conversational #AI. @Pointillist ($150 million) complements @Genesys Cloud CX offering unifying data, visualizing journeys, measure effectiveness of the engagement and act on insights #CX #CCaaS. https://t.co/A1frOKihcQ
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When CX agents are equipped with Genesys technology, they deliver 𝙎𝙪𝙥𝙚𝙧 𝙃𝙪𝙢𝙖𝙣 𝙎𝙚𝙧𝙫𝙞𝙘𝙚.
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#GenesysSummit - power of Genesys Cloud with integrated AI and WEM
Great #CCaas case study… @flyethiopian uses @Genesys to transform their business - “We had been thinking of hiring another 100 agents. However, thanks to Genesys Workforce Management, we coped with pandemic spikes okay” - @GetinetTadesse CIO #GenesysSummit #GenesysCloud
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#GenesysSummit predictive engagement delivers sustainable value for customers.
Interesting that @Genesys customers are doing a great job of selling me on value of Predictive Engagement. I was a bit skeptical before, but these customers are really seeing value from it. #GenesysSummit
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#GenesysSummit showcases innovation
Nice demo on Genesys agent experience product: *Background on who is the customer *View of entire customer journey (website to live agent) *Integrated next-best action widget for follow-up scheduling *Wrap-up, shortened with #AI
#GenesysSummit #contactcenter #CX
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Genesys customers are talking about benefits of #predictive engagement. In our study of 700 organizations, predictive analysis is TOP AREA for growth in #AI in 2021. 43% of those using/planning to use AI will adopt predictive analysis in 2021 #GenesysSummit #CX #Contactcenter
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🔊 VOLUME UP for the most famous words in racing from our CEO @Tony_Bates71!🏎💨 📺 LIVE on NBC 📍 @TXMotorSpeedway 🎥 @IndyCaronNBC
#Genesys300 #BackOnTrack
#RacetotheCloud
https://t.co/uc6Lgq5jGe
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Thrilled to announce Best Application for #AI Winners: @Genesys @PexipInc @thetalake! 👏 Get more insight into #EC20’s Best of Winner’s on @nojitter: https://t.co/HG7RLmrgxF
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