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A Cup of G


A Cup of G brings you a biweekly brew of the biggest trends in CX, digital innovation and the future of work.

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Latest Issues

Recent posts by this newsletter. Browse the email archive.

Beyond the hype: Generative AI in customer experience

The recent news cycle frenzy around ChatGPT has led to equally frenzied conversations about how organizations can improve their use of artificial intelligence (#AI) in customer experience (#CX). Brett Weigl, General Manager for Digital, AI ...

a month ago

Personalization decoded

We’re in an experience economy. While consumers have more choices than ever before, they’re also extremely pressed for time. Organizations need to continually earn their customers’ loyalty. Every aspect of every interaction needs to be seam...

2 months ago

Customer satisfaction scores: The verdict is in

A new Genesys benchmarking report, “The State of Customer Experience,” gives the verdict on customer experiences worldwide. The research, based on a global survey of 5,517 consumers, finds that two-thirds of respondents say customer experie...

2 months ago

Why employee burnout puts customer loyalty at risk

When burnout leads to attrition — as often happens in contact centers today — reinventing the employee value proposition becomes imperative.

2 months ago


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