Genesys captures customer feedback to help navigate a shifting competitive landscape
Vanessa Jones, Director of Market & Competitive Intelligence at Genesys, explains how the company uses customer feedback and win-loss analysis to gain deep competitive insights, uncover hidden challenges and opportunities, and inform strategic decisions that help Genesys adapt and thrive in a shifting market landscape.
Genesys Captures Customer Feedback to Help Navigate a Shifting Competitive Landscape
Speaker: Vanessa Jones, Director of Market & Competitive Intelligence
In this session, Vanessa discusses her extensive background in competitive intelligence and the importance of win-loss analysis for the executive team. She emphasizes how gathering customer feedback can reveal unexpected insights—described as opening a “can of worms” in the best possible way.
Vanessa shares how Genesys leverages customer feedback to better understand the competitive landscape and make informed strategic decisions. She highlights the value of listening directly to customers to identify strengths, weaknesses, and opportunities for improvement. This approach enables Genesys to adapt to market changes and stay ahead of competitors.
Key points include:
- The role of competitive intelligence in shaping company strategy
- The impact of win-loss analysis on executive decision-making
- How customer feedback uncovers hidden challenges and opportunities
- The importance of continuous learning from the market and customers
Vanessa encourages organizations to embrace customer feedback as a critical tool for navigating competitive shifts and driving business success.
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