Genesys | September 22, 2021
Genesys, a global cloud leader in customer experience orchestration, announced BeyondCX, the industry's first eLearning program for contact center employees and supervisors that teaches the soft skills necessary for delivering empathetic, personalized experiences in today's digital world.
Traditionally, contact center training has focused on technology enablement and product knowledge, optimizing for efficiency, and effectiveness. Yet, in the rush toward digital transformation, experiences have become less human. This has created an empathy skills gap as consumers want to feel heard, understood, and valued. But many contact center employees lack the training needed to bridge human and digital interactions. In recent Genesys surveys, 67% of consumers said they preferred empathetic customer service experiences over speedy resolutions1, while only 9% of high-performing agents cited empathy and listening as their greatest strengths2.
With BeyondCX, Genesys has transformed traditional training into an interactive learning experience that helps companies address the empathy gap. Formatted like a television show, BeyondCX is a series of episodes that uses high-quality video production, the power of storytelling, and the latest skills-development techniques to immerse participants in the world of customer experience (CX). Contact center employees and supervisors will learn how to build trust, show empathy, and tailor the customer experience to transform traditional transactions into fluid, context-based conservations that build customer loyalty.
The first season of BeyondCX is currently available for binge-watching via subscription, with support for additional languages coming later this year.
Enhancing the employee experience
In today's world of remote work, businesses are quickly realizing that a great employee experience is fundamental to delivering an empathetic customer experience, as contact center employees often are the primary points of interaction with a business. Engaging and retaining top talent is a priority; companies are rapidly adopting workforce engagement tools to help create a culture where contact center employees feel valued and supported.
According to a recent Genesys survey, high-performing contact center employees most enjoy learning new skills and earning recognition. Over the past year, Genesys Cloud CX™ Workforce Engagement Management has experienced significant momentum. Since January, Genesys has released 65 new features, including gamification. And, today, nearly 400 customers, including PATLive, Carestream Dental, and Company Nurse, use gamification to tap into intrinsic human motivators like a desire for recognition, competition, or community to drive agent performance, collaboration, and retention.
Every year, Genesys orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service SM our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
Taylor’s Education Group | November 26, 2021
Global investment firm KKR and premium Southeast Asian private educator, Taylor’s Education Group (“TEG”), today announced the signing of agreements under which KKR will acquire a minority stake in Taylor’s Schools. Taylor’s Schools owns and operates six award-winning international schools – Garden International School, Nexus International School Singapore, Nexus International School Malaysia, Australian International School Malaysia, Taylor’s International School Kuala Lumpur, and Taylor’s International School Puchong. KKR’s investment positions Taylor’s Schools to accelerate growth and regional expansion.
Focused on the K-12 education system, Taylor’s Schools seeks to empower its learners to become productive leaders in the global community through innovative and creative teaching and learning methods, preparing them for future opportunities. Taylor’s Schools is a member of TEG, a leading private education institution in Malaysia, Singapore and Vietnam. Other education-focused verticals under the TEG umbrella include Taylor’s University, Taylor’s College, The British University Vietnam and Taylor’s Hostel Management, among others. These education institutions continue to be wholly owned by TEG.
“Over the years, Taylor’s Schools has grown in significance as a provider of top-class international school education in Malaysia and Singapore. With the intention to expand our portfolio of international schools in the ASEAN region, we are honoured that KKR has decided to collaborate with us in the next phase of our growth. We view their choice as a firm endorsement of the strategy of our K-12 schools platform. We believe that their commitment to building and sustaining long-term strategic partnerships suits us. They will complement our strength in education operations with their regional network, expertise in mergers & acquisitions as well as their access to capital. TEG will remain as the controlling shareholder of Taylor’s Schools and we are pleased that the current management team will continue managing our schools. We will ensure that the world class K-12 international education that we are known for and our community of parents and students have come to expect is sustained.”
Dato’ Loy Teik Ngan, Executive Chairman of Taylor’s Schools
SJ Lim, Managing Director at KKR, added, “We are excited by this opportunity to share our knowledge and provide a capital solution for Taylor’s Schools in its ambition to further expand into the region and provide quality educational experiences to more students. Under the leadership of Taylor’s Schools’ management team, all four brands have consistently achieved strong academic outcomes and we are confident that it is primed for more success. KKR also looks to leverage our operational experience, global network, and education expertise to further enhance Taylor’s Schools’ offerings.”
Among its other areas of focus in Southeast Asia, KKR looks to support leading family businesses who contribute meaningfully to the region’s economic prosperity, in their efforts to build sustainable businesses into the next generation. KKR’s diversified and multi-asset investment platform provides KKR with the flexibility to support ambitious companies with a suite of comprehensive, bespoke financing solutions, further enhanced by its global experience and operational capabilities. In the education space, KKR has built up a strong track record in Asia and globally, including through investments in Lighthouse Learning (formerly EuroKids International), a leading Indian education services provider, Cognita Schools, a UK-based global private schools group, EQuest Education, a leading educational services provider in Vietnam, and Education Perfect, a leading education technology firm in Australia and New Zealand. KKR invests in Taylor’s Schools from its managed funds.
Rothschild & Co. is the sole financial advisor to Taylor’s Schools and its shareholders on the transaction.
About Taylor’s Education Group
Taylor's Education Group is one of the largest private education groups in Malaysia with 20,000 students. It has established itself as a provider of highly regarded quality education and in the last decade has grown its operations to Singapore and Vietnam. With an unsurpassed track record built up over seven decades, Taylor’s has earned the reputation as the leading private educational provider in Malaysia, and offers a breadth of education institutions from pre-school to postgraduate courses. Among its tertiary institutions, Taylor's University is currently ranked the #1 private university in Malaysia & South East Asia by QS World University Rankings 2022 and, together with Taylor's College, has consistently been the winner of the People's Choice awards over the last decade, as well as received recognition from multiple professional bodies around the world.
KKR is a leading global investment firm that offers alternative asset management and capital markets and insurance solutions. KKR aims to generate attractive investment returns by following a patient and disciplined investment approach, employing world-class people, and supporting growth in its portfolio companies and communities. KKR sponsors investment funds that invest in private equity, credit and real assets and has strategic partners that manage hedge funds. KKR’s insurance subsidiaries offer retirement, life, and reinsurance products under the management of The Global Atlantic Financial Group. References to KKR’s investments may include the activities of its sponsored funds and insurance subsidiaries.
Tinyhood | June 10, 2021
Tinyhood, the largest online education platform for parents, gives their most popular online class Infant CPR and Choking for Babies 0-12 months FREE for the next 48 hours in honor of National Safety Month and to round up CPR Awareness Week.
The online class, delivered by a certified CPR instructor and Registered NICU nurse, is designed specifically for parents and caregivers and includes detecting and performing CPR on an unresponsive or choking newborn. The lesson also includes practical, real-life situations so that parents and caregivers know exactly how to react in any circumstances.
70% of Americans are unaware of the life-saving technique of CPR. Ordinary people, not only physicians and EMTs, trained to conduct infant CPR can double or triple a baby's chances of survival.
Industry specialists present Tinyhood's courses to provide parents with the most trustworthy information. The platform was designed with the modern, busy parent in mind. All courses are completely customizable and feature two years of access, allowing parents to study at their speed and in the comfort of their own homes.
Tinyhood is the leading online learning platform for modern parents, providing them with reliable information and ways to help them feel empowered throughout their parenting journey. Every Tinyhood course is taught by a recognized expert and covers subjects ranging from pregnancy to toddlerhood. The courses are entirely adaptable, allowing parents to view them at their own pace, on their own time, and in the comfort of their own home. Each course also includes interactive checklists and guides, a private community, and professional office hours to assist you in troubleshooting as you go. Children do not come with handbooks, but this comes close.