Today’s interview is with Joyce Kim, the Chief Marketing Officer (CMO) for Genesys, a global leader in cloud -based customer experience and contact centre solutions that serves over 11,000 mid-sized and large businesses around the world. Joyce joins me today to talk about what it’s going to take for organizations to deliver a more empathetic experience to their customers, how empathy will move from fuzzy to actionable, how CMOs can take responsibility addressing customer experience woes as well as what lessons service and experience leaders need to be learning.
This interview follows on from my recent interview – Journey analytics and orchestration is helping brands stop doing stupid stuff – Interview with Mark Smith of Kitewheel — and is number 380 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Joyce:
Joyce is the chief marketing officer for Genesys. She is responsible for the company’s overall marketing and communications strategy including strengthening its brand, fueling growth as well as go-to-market and demand generation strategies for new products around the world.
Joyce has more than two decades of experience in scaling growth in the technology sector. Her expertise spans all facets of marketing including digital, brand, communications and product marketing for software solutions leveraging cloud, real time communications, AI, IoT and more.
Most recently, she was Chief Marketing and Digital Officer for Arm, where she spearheaded the design and implementation of the marketing tech stack to jumpstart data-driven lead generation and optimize conversion rates. Joyce also successfully launched multiple products in new markets alongside one of the largest partner ecosystems in the world.
Prior to Arm, Joyce led marketing for global brands such as Skype and Skype for Business at Microsoft as well as product communications and partnerships for Chromebooks and Google Hangouts at Google. She has also held multiple marketing and product management leadership positions for several startup and mid-sized companies including Wrike, Symmetricom, and Internap.
Joyce has two Bachelor of Science degrees in Finance and Architecture from the California Polytechnic State University.