Chief Digital & Technology Officer Harry Folloder joins Genesys and Shep Hyken—bestselling author, keynote speaker, and customer service expert—to break down what it takes to deliver loyalty-building experiences. From replacing outdated “omnichannel” thinking with a truly channel-less approach, to enabling self-aware self-service, aligning tech with journey maps, and treating vendors as vested partners, this is a playbook for the future of CX.

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