🔶 Experience Orchestration – a new way to connect customer journeys

Jens Olesen, Lead Solution Consultant for the Nordics and Baltics at Genesys, introduced the Genesys Cloud contact center platform and its integrated Genesys AI tools – the Virtual Agent and Copilot. These tools help companies deliver personalized and efficient customer service. Genesys AI combines real-time data, optimizes agent performance, and automatically suggests context-based responses, reducing the risk of errors. Jens Olesen emphasized that in the future, customer experience will be driven by artificial intelligence, and companies should start preparing now.

🔶 Customer Journey Management – orchestrate personalized experiences

Jens Olesen also presented Genesys Customer Journey Management – a Genesys Cloud application that provides real-time insights into every touchpoint of the customer journey and helps create a personalized experience. By combining AI and customer data, the solution predicts needs, removes obstacles, and boosts loyalty. Companies gain greater visibility and control over the customer journey, improving satisfaction and business outcomes. The application places special emphasis on trend visualization, making it easier to analyze customer flows and implement improvements.

Learn more: 6 Levels of Experience Orchestration 

🔶 Genesys AI – how Baltics customers can already benefit

Regis Mace further explained how Baltic companies can already benefit from Genesys Cloud features such as conversational chatbots, Supervisor Copilot, real-time transcription, and employee engagement management. While Genesys AI does not yet support Baltic languages, transcription support is planned for the end of the year. This can be achieved using Genesys’ integration capabilities with third-party platforms like OpenAI.

🔶 Customer Success Story: ERGO Insurance

Representatives from all three Baltic countries at “ERGO Insurance” shared their experience of contact centers migration to Genesys Cloud: Anda Savļenko, Head of Sales and Customer Service in Latvia; Evita Melne, Head of Call Center in Latvia; Maarika All, Head of Call Center in Estonia; and Kristina Baikauskienė, Head of the Life Insurance Call Center and Telemarketing Group in Lithuania. In 2023, the company decided to modernize its call centers and migrate to the Genesys Cloud solution simultaneously across all Baltic countries. The ERGO representatives highlighted key benefits such as the use of a unified system (replacing 5 separate programs), detailed customer journey analytics, customizable reporting tools, integration with other applications like WhatsApp, frequent system updates, efficient call transfers between teams, and text-to-speech functionality. Some key lessons from the process included the need for careful planning, allocating more time for testing, and preparing employees for the transition - such as through training. They also emphasized the vital role of their partner “Adventus Solutions” in ensuring a successful migration to Genesys Cloud.

🔶 2nd Generation CRM integration – connect customer data across platforms

In the end of the event, Jens Olesen presented the next generation of CRM integrations, including the “CX Cloud” and “Unified Experience” solutions. “CX Cloud” combines the power of the Genesys Cloud platform with “Salesforce Service Cloud”, enabling a seamless customer service experience across channels and data systems. “Unified Experience”, a joint solution by “Genesys” and “ServiceNow”, brings customer service teams onto a single desktop, streamlining workflows, enhancing employee engagement, and improving customer journeys through AI-driven insights.

🔶 Conclusions

The insights and practical examples shared during the conference underscored one clear message: customer experience is becoming a key strategic differentiator. Technologies like AI, data analytics, and cloud platforms such as Genesys Cloud are not only optimizing operations, but also enabling truly personalized service. To stay competitive, organizations must begin adopting next-generation customer experience solutions today.

A big thank you to our inspiring speakers and engaged participants!
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