{"id":612107,"date":"2026-01-21T09:10:32","date_gmt":"2026-01-21T17:10:32","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/fuenf-trends-die-das-kundenerlebnis-im-jahr-2026-neu-gestalten-werden"},"modified":"2026-01-21T09:11:17","modified_gmt":"2026-01-21T17:11:17","slug":"five-trends-reshaping-customer-experience-in-2026","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/de-de\/webinars\/five-trends-reshaping-customer-experience-in-2026","title":{"rendered":"F\u00fcnf Trends, die das Kundenerlebnis im Jahr 2026 neu gestalten werden"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8220;3\/6&#8243;][vc_column_text css=&#8220;&#8220;]<\/p>\n<p class=\"pre_h1\"><strong class=\"text-orange\">WEBINAR<\/strong><\/p>\n<p>\n[\/vc_column_text][vc_column_text css=&#8220;&#8220;]<\/p>\n<h1>F\u00fcnf Trends, die das Kundenerlebnis im Jahr 2026 neu gestalten werden<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8220;&#8220;]<\/p>\n<h3>Was kommt als N\u00e4chstes f\u00fcr Experience Leader?<\/h3>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8220;&#8220;]<strong>KI. Vertrauen. Empathie. Die neuen Grundlagen der Erfahrung.<\/strong><\/p>\n<p>Im Jahr 2026 wird es zu einer grundlegenden Ver\u00e4nderung kommen, wie Kundenerfahrung Wert schafft. Die Unternehmen, die erfolgreich sein werden, werden nicht nur neue Technologien einf\u00fchren \u2013 sie werden neu definieren, was m\u00f6glich ist, wenn Erfahrung zum wichtigsten Wettbewerbsvorteil wird.<\/p>\n<p>Begleiten Sie Branchenexperten und CX-Pioniere dabei, wie sie f\u00fcnf Muster entschl\u00fcsseln, die die Kundenerfahrung ver\u00e4ndern:<\/p>\n<ul>\n<li>Wie Erfahrung selbst zum gr\u00f6\u00dften Unterscheidungsmerkmal f\u00fcr Unternehmen geworden ist<\/li>\n<li>Wie agierende KI Erfahrungen orchestriert und nicht nur Aufgaben automatisiert<\/li>\n<li>Warum Vertrauen und Transparenz heute Wettbewerbsvorteile sind<\/li>\n<li>Wie man eine Belegschaft aus Menschen und KI aufbaut, die Empathie in gro\u00dfem Ma\u00dfstab vermittelt<\/li>\n<li>Wie sich Messungen und Kennzahlen im Zeitalter der Erfahrung weiterentwickeln<\/li>\n<\/ul>\n<p>Dies ist kein weiteres Trend-Update. Es ist Ihre strategische Roadmap f\u00fcr den Wettbewerb in einer Wirtschaft, in der das Erlebnis an erster Stelle steht.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8220;1\/6&#8243;][\/vc_column][vc_column width=&#8220;2\/6&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Willkommen zur\u00fcck<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Nicht du?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701Ht000001CVDbIAO\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/612107?thankyou=612107&page_type=webinars&page_attr=Video%3BBest%20Practice\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/612107\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"de-de\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/612107\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"612107\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Gesch\u00e4ftliche E-Mail\" placeholder=\"Gesch\u00e4ftliche E-Mail\">\n        <label for=\"fe192\">Gesch\u00e4ftliche E-Mail<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Vorname\">\n        <label for=\"fe190\">Vorname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nachname\">\n        <label for=\"fe191\">Nachname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">Vorstand<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Federf\u00fchrender Partner<\/option><option value=\"Engineer \/ Architect\">Ingenieur\/Architekt<\/option><option value=\"Consultant\">Berater<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Mitarbeiter<\/option><option value=\"Unknown\">Unbekannt<\/option>\n        <\/select>\n        <label for=\"fe219\">Position<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Forderungen<\/option><option value=\"Collections\">Forderungsmanagement<\/option><option value=\"Contact Center Management\">Contact Center-Management<\/option><option value=\"Customer Experience\">Customer\u00a0Experience<\/option><option value=\"Customer Service\">Kundenservice<\/option><option value=\"Ecommerce\/Digital Channels\">E-Commerce\/digitale Kan\u00e4le<\/option><option value=\"Finance\">Finanzen<\/option><option value=\"Human Resources\">Personalwesen<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">IT<\/option><option value=\"IT Architecture\">IT-Architektur<\/option><option value=\"IT Infrastructure\">IT-Infrastruktur<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Betriebs-\/Prozessmanagement<\/option><option value=\"Production Management\">Produktionsleitung<\/option><option value=\"Purchasing\">Kauf<\/option><option value=\"Sales\">Vertrieb<\/option><option value=\"Unknown\">Unbekannt<\/option>\n        <\/select>\n        <label for=\"fe218\">Anwendungsbereiche<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Unternehmensname\">\n        <label for=\"fe193\">Unternehmensname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefon\">\n        <label for=\"fe215\">Telefon<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Land<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Ihre Website\">\n        <label for=\"fe801\">Ihre Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Stadt\">\n        <label for=\"fe226\">Stadt<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Jobtitel\">\n        <label for=\"fe220\">Jobtitel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Bankwesen<\/option><option value=\"Business Services\">Unternehmensdienstleistungen<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energie- und Versorgungsunternehmen<\/option><option value=\"Entertainment\">Unterhaltungsbranche<\/option><option value=\"Government\">Beh\u00f6rden<\/option><option value=\"Insurance\">Versicherungen<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologie<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Sonstige<\/option>\n        <\/select>\n        <label for=\"fe221\">Branche<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">\u2026 informiere mich nur<\/option><option value=\"Gathering business requirements\">\u2026 recherchiere die Anforderungen<\/option><option value=\"Comparing solutions\">\u2026 vergleiche L\u00f6sungen<\/option><option value=\"Ready for a conversation\">\u2026 bin an einem Gespr\u00e4ch interessiert<\/option>\n        <\/select>\n        <label for=\"fe222\">Ich \u2026<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21\u201350<\/option><option value=\"51-100\">51\u2013100<\/option><option value=\"101-300\">101\u2013300<\/option><option value=\"301-500\">301\u2013500<\/option><option value=\"501-1000\">501\u20131000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Kein Contact\u00a0Center<\/option><option value=\"Don't Know\">Ich wei\u00df es nicht<\/option>\n        <\/select>\n        <label for=\"fe225\">Anzahl der Arbeitspl\u00e4tze im Contact Center<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box required\"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Ja. Ich m\u00f6chte per E-Mail oder Telefon \u00fcber Neuigkeiten zu Genesys auf dem Laufenden gehalten werden.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Ich h\u00e4tte es gern, dass mich jemand kontaktiert.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Jetzt ansehen\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Jetzt ansehen\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Durch die Bereitstellung Ihrer Informationen erkl\u00e4ren Sie sich mit unseren <a href=\"https:\/\/www.genesys.com\/de-de\/company\/legal-docs\/datenschutzerklaerung\" target=\"_blank\">Datenschutzbestimmungen<\/a> einverstanden<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][vc_row disable_element=&#8220;yes&#8220;][vc_column][vc_row_inner equal_height=&#8220;yes&#8220; content_placement=&#8220;top&#8220; el_class=&#8220;speaker_list&#8220;][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;310779&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong><br \/>\nSpeaker Title LIne 1<br \/>\nSpeaker Title Line 2<br \/>\nSpeaker Company<\/p>\n<p>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;310751&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong><br \/>\nSpeaker Title LIne 1<br \/>\nSpeaker Title Line 2<br \/>\nSpeaker Company<\/p>\n<p>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8220;yes&#8220; content_placement=&#8220;top&#8220; el_class=&#8220;speaker_list&#8220;][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;310779&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong><br \/>\nSpeaker Title LIne 1<br \/>\nSpeaker Title Line 2<br \/>\nSpeaker Company<\/p>\n<p>\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;310751&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Speaker Name<\/strong><br \/>\nSpeaker Title LIne 1<br \/>\nSpeaker Title Line 2<br \/>\nSpeaker Company<\/p>\n<p>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">Die Speaker<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8220;3\/6&#8243;][vc_column_text css=&#8220;&#8220;] WEBINAR [\/vc_column_text][vc_column_text css=&#8220;&#8220;] F\u00fcnf Trends, die das Kundenerlebnis im Jahr 2026 neu gestalten werden [\/vc_column_text][vc_column_text css=&#8220;&#8220;] Was kommt als N\u00e4chstes f\u00fcr Experience Leader? [\/vc_column_text][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8220;&#8220;]KI. Vertrauen. Empathie. Die neuen Grundlagen der Erfahrung. Im Jahr 2026 wird es zu einer grundlegenden Ver\u00e4nderung kommen, wie Kundenerfahrung Wert schafft. Die Unternehmen, die erfolgreich sein werden, [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":610440,"template":"","tax_priority":[54],"tax_contenttheme":[14882,14883],"tax_bundle":[],"tax_contenttheme2":[16100,16185],"tax_capability_sitewide":[],"tax_products_programs":[17536,16496],"tax_buying_job":[16627],"tax_buyer_persona":[16875,16898],"tax_sector":[17029,16932,16969,16994,17013,17067],"tax_segment":[17118,17131,17077],"class_list":["post-612107","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","tax_priority-54","tax_contenttheme-improve-customer-experience-de-de","tax_contenttheme-improve-employee-experience-de-de","tax_contenttheme2-grow-your-business-de-de","tax_contenttheme2-level-up-your-technology-de-de","tax_products_programs-genesys-cloud-cx-de-de","tax_products_programs-genesys-ai-de-de","tax_buying_job-job-1-problem-identification-de-de","tax_buyer_persona-business-de-de","tax_buyer_persona-technical-de-de","tax_sector-retail-de-de","tax_sector-financial-de-de","tax_sector-healthcare-de-de","tax_sector-industrial-de-de","tax_sector-public-de-de","tax_sector-technology-de-de","tax_segment-midsized-de-de","tax_segment-smb-de-de","tax_segment-enterprise-de-de","tax_content_type-video-de-de"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":420972,"post_author":"890","post_date":"2025-11-21 09:08:52","post_date_gmt":"2025-11-21 17:08:52","post_content":"","post_title":"CX- und KI-Leitfaden f\u00fcr Eink\u00e4ufer 2026 | Genesys","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-center-buyers-guide","to_ping":"","pinged":"","post_modified":"2026-02-17 05:54:37","post_modified_gmt":"2026-02-17 13:54:37","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/leitfaden-fuer-einkaeufer-contact-center-2022","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":598907,"post_author":"717","post_date":"2025-09-26 13:27:07","post_date_gmt":"2025-09-26 20:27:07","post_content":"","post_title":"Predictive Engagement: Wie KI Kundenbed\u00fcrfnisse antizipiert","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"predictive-engagement-how-ai-anticipates-customer-needs","to_ping":"","pinged":"","post_modified":"2025-10-17 04:19:42","post_modified_gmt":"2025-10-17 11:19:42","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/article\/predictive-engagement-how-ai-anticipates-customer-needs","menu_order":0,"post_type":"article","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":600216,"post_author":"287","post_date":"2025-10-27 05:56:36","post_date_gmt":"2025-10-27 12:56:36","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text css=\"\"]<b>Two million users are now on the Genesys Cloud\u2122<\/b><b> platform,<\/b><span style=\"font-weight: 400;\"> orchestrating the best customer experiences (CX) all over the world. It took us more than five years to reach our first million users \u2013 and only two years to double that \u2013 momentum that reflects our customers\u2019 trust in the platform and the results it delivers.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Across industries and global regions, organizations are achieving high-impact value with Genesys Cloud, improving operating efficiency while deepening customer loyalty and driving growth. This milestone validates a belief we\u2019ve held for years: A unified, open platform with native AI is the path to universal<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">experience<\/span><span style=\"font-weight: 400;\"> orchestration<\/span><\/a><span style=\"font-weight: 400;\">. And it demonstrates that our platform choices, made long before today\u2019s AI proliferation, are now paying dividends for our customers as they enter the next era of orchestration driven by agentic AI.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In a market crowded with point solutions, organizations are learning that CX innovation without integration doesn\u2019t scale. Many AI pilots fail not for lack of ideas but because disconnected systems and siloed tools break workflows and block insights. Real value is unlocked from unifying the enterprise and the entire customer journey<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Why One Platform Matters More Than Ever\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">From the beginning, Genesys Cloud was designed to connect people, data, systems and intelligence in one extensible platform. That design choice wasn\u2019t just a technical decision; it was a strategic one.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Our customers need a foundation that can evolve with their CX visions and offer access to comprehensive AI that works in unison to deliver compounding value. Genesys Cloud AI can help organizations enable a complete view of every customer interaction, connect every journey and optimize every outcome. It allows intelligence to act with context and reason instead of in isolation.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Because of that, organizations can move faster and drive stronger ROI, all without bolting on layers of complexity. That\u2019s what makes this milestone meaningful. Two million users represent not just adoption, but a global signal that the industry also believes the future of CX is being built on a single, unified orchestration platform \u2014 powered by AI.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Across industries, leaders in experience orchestration are proving the power of one platform by using connected AI capabilities to deliver measurable outcomes.<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/virgin-atlantic\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Virgin Atlantic<\/span><\/a><span style=\"font-weight: 400;\"> is achieving record-high loyalty scores through orchestrated, real-time experiences that anticipate customer needs. And the company is improving operating efficiencies that have led to 220% more interactions managed.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">At the same time, retailers like<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/best-buy-canada\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Best Buy Canada<\/span><\/a><span style=\"font-weight: 400;\"> have reduced overall operating costs by 20%, and financial institutions like<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/hsbc\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">HSBC<\/span><\/a><span style=\"font-weight: 400;\"> have realized tens of millions in value, lowered abandonment rates and accelerated resolution times, demonstrating how intelligent automation fuels measurable business performance.\u202f\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Accelerating Agentic Innovation\u00a0\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">We\u2019re now in a new phase of AI where systems don\u2019t just predict outcomes, they act on them. The agentic era represents a seismic leap forward, even more transformative than the shift to the cloud that made it possible.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Cloud gave us scalability and reach. Agentic AI brings purpose, reasoning and autonomy. It\u2019s redefining how organizations engage with customers by enabling real-time, intelligent conversations at scale.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This evolution is accelerating across the Genesys Cloud platform. We\u2019ve announced more autonomous Virtual Agents that can carry increasingly complex, multistep interactions across channels; AI Copilots powered by modular Skills that can assist agents, supervisors and administrators in real time; and <a href=\"https:\/\/www.genesys.com\/blog\/post\/deliver-the-next-level-of-experience-with-genesys-cloud-ai-studio-and-ai-guides\" target=\"_blank\" rel=\"noopener\">Genesys Cloud AI Studio<\/a> innovations that give organizations the tools to design and govern these intelligent systems with built-in transparency. Each of these capabilities reflects our belief that AI can help automate work and augment human performance by making every customer interaction faster, more personal and more empathetic.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Our recent collaboration with<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/how-genesys-and-scaled-cognition-are-shaping-the-future-of-agentic-orchestration\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Scaled Cognition<\/span><\/a><span style=\"font-weight: 400;\"> builds on that foundation. Together, we\u2019re advancing the use of Large Action Models (LAMs) to strengthen how AI operates across workflows by enabling more deterministic, governed and trustworthy automation. By embedding LAM innovation into our orchestration fabric, we will be helping to ensure that organizations can evolve confidently, with systems that act independently yet remain aligned to enterprise context and control.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This is where the Genesys Cloud heritage becomes its advantage.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">From the start, the platform was built to be open and interoperable. It can connect AI, data and workflows across the enterprise and across other strategic platforms. We will also expand on this by supporting secure protocols like Model Context Protocol (MCP) and Agent2Agent (A2A). We can deploy and orchestrate any combination of models \u2014 native, open-source or partner-built \u2014<\/span>\u00a0<a href=\"https:\/\/www.genesys.com\/blog\/post\/when-ai-begins-to-think-for-itself-whos-accountable\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">without compromising governance, observability or control<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In a landscape where unchecked experimentation can quickly lead to complexity or stagnation, this principle matters. We\u2019ve always believed that trust is architected in the platform. Every element of Genesys Cloud was designed to help ensure privacy, fairness, transparency and security by design. Governance shouldn\u2019t slow innovation; it\u2019s how you sustain it.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Connecting Real-time Customer Intelligence for Impact\u00a0<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Every wave of innovation eventually outgrows its experimental phase, and AI is no different. The explosion of assistants, copilots and plug-ins over the past few years has fueled discovery. But today the focus for many enterprises is shifting from experimentation to execution.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Organizations are realizing that progress depends less on adding new technologies and more on connecting the intelligence they already have. In the experience economy, the advantage will belong to those using a single platform capable of turning real-time customer intelligence into coordinated, responsible action at scale. Genesys Cloud was built to deliver exactly that.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Reaching 2 million users is a milestone we owe to our customers. It\u2019s a testament to their partnership, innovation and belief in what we\u2019re building together. It marks a movement in our industry \u2014 one defined by unified, agentic experience orchestration that\u2019s already reshaping how businesses operate, how employees work and how customers connect. That future is already taking shape on <a href=\"http:\/\/genesys.com\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud<\/a>.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"2 Million Genesys Cloud Users: Unified Agentic Experience Orchestration Is Here","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"2-million-genesys-cloud-users-unified-agentic-experience-orchestration-is-here","to_ping":"","pinged":"","post_modified":"2025-11-26 09:56:57","post_modified_gmt":"2025-11-26 17:56:57","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=600216","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_tycontent":"<p>Danke f\u00fcrs Zuschauen.<\/p>\n<p>\u00a0<\/p>\n","meta_title":"F\u00fcnf Trends, die das Kundenerlebnis im Jahr 2026 neu gestalten werden | Genesys","ns_title":"Bleiben Sie bei CX immer einen Schritt voraus","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"top","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/fQsDLuN-_6Q?si=y0H6Ct5TUxkiBgc4\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","is_zoom":false,"meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"next_steps_type":"default","ns_subtitle":""},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/612107","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/users\/890"}],"version-history":[{"count":2,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/612107\/revisions"}],"predecessor-version":[{"id":612109,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/612107\/revisions\/612109"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media\/610440"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media?parent=612107"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_priority?post=612107"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme?post=612107"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_bundle?post=612107"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme2?post=612107"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_capability_sitewide?post=612107"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_products_programs?post=612107"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buying_job?post=612107"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buyer_persona?post=612107"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_sector?post=612107"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_segment?post=612107"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}