Janelle Dieken

Member Since 2022

Janelle Dieken

Senior Vice President of Content Marketing and Thought Leadership



As the Senior Vice President of Content Marketing & Thought Leadership at Genesys, Janelle believes in the power of a great story and thrives in building diverse and high-performing teams. With over 20 years focused on customer experience through a background in IT, Sales, Consulting, Product Management and Marketing, she has a passion for solving big business problems with the combination of wisdom, data and technology. She is a leader in Genesys Women in Technology and loves being a mom.


  • Enterprise Software
  • SaaS
  • CTI


December 1st, 2022

Your customer experience model has a problem—your employee experience is the solution

Creating a new culture centered around flexibility, learning, and career development is the cornerstone for creating an experience that truly drives loyalty and can ultimately make a positive impact on your bottom line.

November 7th, 2022

13 ways to strengthen your company's market optimization resources 

Build a better business blueprint for higher-performance ratings and greater reach.

September 26th, 2022

Is the Net Promoter Score dead? Why it may be time to look beyond this metric

I believe today’s customer journey has become too complex and nuanced than this measurement can handle on its own.

September 12th, 2022

11 reasons why some criticism in business is worth listening to

Don't turn your back on the naysayers—there's always room for growth.



Every year, Genesys orchestrates billions of 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 ServiceSM, 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. Visit www.genesys.com.


  • Call Center Software
  • Cloud Contact Center
  • Customer Experience Software