Tony Bates: Driving Innovative Technological Shifts with Empathy at Forefront


 

In the 1990s, the earliest internet infrastructure was digging its roots deeper to branch out globally. Over the course of decades, it has continued to grow and evolve, bringing transformative shifts in how we work and live. This digital world has ushered in an experience economy that has drastically changed how organizations have to think about how they connect with their employees and customers.   

Bellow are the highlights of the Interview with Insights Success a Best Online Business Magazine.

Tony Bates, CEO at Genesys, experienced these changes up close, steering organizations across business-to-business and business-to-customer companies through significant market transitions. 

From Business-Centric to People-Centric 

Business leaders have long considered the benefit of an authentic one-to-one experience. The problem is technology hasn’t been widely available to make tailored experiences work at scale. Alternatively, companies have settled on consumer segmentation and targeting techniques far too broad to have a meaningful and lasting impact. Now, with tools like AI that contextualize data to provide more personalized interactions, companies are better able to make their consumers feel seen, heard and understood.  


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