Case Study: Sage France improves customer and employee experience with Genesys

Sage - Customer Case Study

Sage France wanted to improve customer experience and build a more digital-first, empathetic service culture across its customer service, relations, and sales teams. To support this challenge, Sage worked with Genesys and used quality management tools to better understand agent performance and identify common issues, while also addressing change management and employee engagement during its digital transformation.

Genesys helped Sage France implement a “Digital Superheroes” change program, delivered in six-week sprints and supported by quizzes, training, and cross-functional collaboration. The initiative created a center of excellence, improved employee engagement and empowerment, and helped Sage France pool knowledge across teams, laying the foundation for stronger CX, trust, and loyalty.

Sage

Fabien Borras

Director Customer Operations, Tools, Data and Service