Genesys CMO Reed Henry told Loyalty360 that CRMs have their place in the customer experience/customer loyalty arena. But after the company recently announced a new line of enhancements to its customer experience platform, which highlight a shift in a paradigm across the industry, Henry believes that the importance of CRMs might be mitigated given what he referred to as revolutionary technology.
Genesys wants to focus on transforming random journeys to managed, orchestrated, and designed customer journeys.
“It’s very dynamic....