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Telepathic service starts with contextual insight

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03/12/2025

Why AI is a non-negotiable for CX leaders in 2026

In 2026, customer experience will define brand success more than product, price, or convenience. In the experience economy, every...

Ginger Conlon

21/11/2025

5 brands using AI to deliver empathetic, efficient experiences

Leading organisations across industries and geographies are redefining what customer experience (CX) means in the age of AI....

Ginger Conlon

21/11/2025

Genesys wins best use of AI in customer service at the 2025 A.I. Awards

Genesys has been named the winner of “Best Use of AI in Customer Service” at the 2025 A.I. Awards, hosted by The Cloud...

Rebecca Roberts

19/11/2025

Direct customers to the right agent the first time with Rule-Based Decisions

Everyone is talking about agentic AI – autonomous bots that promise to do everything. But here’s the truth: If your...

Arpita Maity

12/11/2025

Agentic ecosystems will build the intelligent enterprise

For years, the invisible operator behind every customer interaction consisted of workflows. They were the source code for the...

Glenn Nethercutt

22/10/2025

AI’s Hidden Value in CX: Why Leaders Are Only Just Starting to See It

Artificial intelligence is now at the forefront of customer experience (CX) discussions. Still, despite the momentum, many...

Genesys

21/10/2025

Building Trust at Scale: What European Organisations Need to Deliver Empathic CX with AI

Customer expectations are shifting fast — and artificial intelligence is driving that change. For organisations across...

Yasser Wardasbi

21/10/2025

Do’s and don’ts of a cloud contact centre migration

Artificial intelligence (AI) is transforming how businesses operate and serve their customers in the experience economy. For...

Brian Spencer

16/10/2025

How Genesys and Scaled Cognition are shaping the future of agentic orchestration

Consumer loyalty is tested in the moments that matter most. A customer spots an unauthorised charge and wants it resolved on the...

Glenn Nethercutt

09/10/2025

Beyond NPS — Measuring What Matters in the Age of AI

Traditional metrics like average handle time (AHT), first call resolution (FCR), and even Net Promoter Score (NPS) no longer...

Joe Partridge-Jones

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

01/10/2025

Key considerations of moving from on-premises to cloud

To keep pace with shifting customer preferences, the growing number of channels and highly competitive markets, businesses of all...

Becky Powell

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