Empathy –the new lever of excellence in customer and employee experience within the Public Sector

29th March 2023, Europe 10:00 - 11:30 GMT

How can you enable a seamless customer journey across every channel?

70% of consumers believe empathy is vital in a customer service interaction and yet 39% feel their emotional state is not well understood by brands in those interactions.

Government employees are driven to support, enable, and help citizens access the services they need, and to set the example by employing a fully diverse workforce. But this can be challenging given the scale and complexity involved in supporting millions of citizens with widely differing circumstances, needs, and accessibility requirements. For citizens trying to navigate through processes that are often complex, and may have significant impact on their wellbeing and lives or those of loved ones, there may be many times in a given process when they seek help. But without visibility of where they are in that process, contact center staff can struggle to assist – leading to frustration. And citizens will often have to engage in multiple processes and supply the same information from different ‘departments’ again and again, taking up their time, reducing the number of calls that can be answered, and creating stress for both citizens and government staff.

BT and Genesys are helping government organisations to deliver empathy in the contact centre.

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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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We’re one of the world’s leading communications services companies. At BT, the solutions we sell are integral to modern life. Our purpose is as simple as it is ambitious: we connect for good.

There are no limits to what people can do when they connect. And as technology changes our world, connections are becoming even more important to everyday life.
Today, that’s truer than ever. The connections we make are helping solve the world’s biggest challenges such as the global pandemic, climate change and cyber security. Through the power of technology, we’re supporting customers to live, work and play together better.

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Discussion topics


What challenges are you facing with your omnichannel customer engagement?


How can you enable and empower your customer service employees?


Do you have full visibility of citizen interactions, uptake of services and vulnerabilities?

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