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03/10/2025

From Tactile to Transformative — Putting AI at the Core of Strategy

AI should no longer be treated as a tactical tool for process improvement. To unlock its full potential, organisations must adopt...

Joe Partridge-Jones

30/09/2025

Reinventing the Operating Model for AI-Powered Customer Experience

Adopting AI in customer experience requires more than technology — it demands a reimagining of the entire operating model....

Joe Partridge-Jones

22/09/2025

Winning in the Experience Economy: How Gaming Operators Can Empower Agents and Drive Growth

As the Gaming and Sports Betting Vertical Lead at Genesys, I see first-hand how the industry is evolving. For years, operators...

Ryan Black

12/09/2025

CX leaders share views on thriving in the experience economy

In today’s experience economy, where every interaction can shape brand loyalty and long-term success, organisations face...

Marissa Gbenro

21/08/2025

When AI Begins to Think for Itself, Who’s Accountable?

A virtual agent reroutes a customer’s billing issue to a backend system, flags an anomaly for human review and proposes a...

Olivier Jouve

11/08/2025

Why Your AI Initiative Could Fail – And How to Fix It

The artificial intelligence (AI) revolution is fundamentally altering the nature of enterprise software. And nowhere is this...

Adrian Swinscoe

07/08/2025

Beyond Omnichannel: The Strategic Value of Channel-Less CX

In today’s digital-first world, customers don’t think in terms of “channels.” They think more in terms of experiences....

Josh Goldlust

06/08/2025

CCaaS trends: How AI, cloud and data are reshaping CX

The contact centre has always mirrored the needs and expectations of the customer. For years, it was a reactive function — a...

Geoff Lynch

06/08/2025

Potential to Profit: An AI ROI Blueprint for Transformation

Building a compelling business case for artificial intelligence (AI) is part strategy, part storytelling and part structured...

Jon Capetz

04/08/2025

Balancing Innovation with Responsible AI

The growth of artificial intelligence (AI) throughout organisations necessitates the need for AI ethics. As AI becomes more...

Arpita Maity

31/07/2025

Responsible CX: Solving the Speed and Safety Equation for AI

The rapid ascent of agentic artificial intelligence (AI) is transforming how businesses interact with customers and...

Glenn Nethercutt

25/07/2025

Sustainability at Genesys: Grounded in Action, Driven by Empathy

Today’s world is full of uncertainty — geopolitical tensions, climate disruption, economic shifts. How a company responds in...

Bridgette Bell McAdoo

18/07/2025

Staying Competitive: The New Era of Financial Services Resilience

Artificial intelligence (AI) is reshaping the financial services industry — offering powerful tools for automation,...

David Porter

16/07/2025

Connecting GDPR, the EU AI Act and the EU Accessibility Act for More Inclusive CX

Artificial intelligence (AI) has worked its way into nearly every aspect of our lives — work and social. So, we need a legal...

Chris Lewis

14/07/2025

Why AI-Powered Capacity Planning Is Key to Smarter Staffing Decisions

Artificial intelligence (AI) continues to change the game in almost every way we work, and workforce management (WFM) is no...

Jim Nies