CX in Focus

Our CX insights series kicks off with how agentic AI is reshaping experience strategy and human-AI collaboration.

Cx in focus hero video thumbnail

Play

Focus on

Agentic AI

Hosts Greg and Marissa walk through what agentic AI is and is not and how it’s redefining customer experience and empowering teams, personalising every interaction, and orchestrating intelligent outcomes across the entire customer journey.

Dive deeper

Cx in focus agentic ai

Play

Focus on

Responsible AI and governance

Hosts Greg and Marissa explore the value responsible, goal-driven agentic AI systems provide organisations.

Dive deeper

Cx in focus responsible ai and governance

Play

Focus on

AI and the CX platform

Product expert Jason Alley explains that a unified, open CX platform is required to power agentic AI.

Dive deeper

Cx in focus ai and the cx platform

Play

Focus on

Real-world stories

Director of Customer Advocacy Rebecca Wells shares the success story from Charles Sturt University, one of Australia’s leading regional universities, which is thoughtfully and responsibly using agentic solutions.

Dive deeper

Cx in focus real world stories

Play

Episode resources

CX in Focus is a new series from Genesys that highlights the latest innovations, strategies, and trends shaping customer experience.

Subscribe to the series

Get all related resources and readings

CX in Focus - Agentic AI - resource

Agentic AI

CX in Focus - Responsible AI and governance - resource

Responsible AI and governance

CX in Focus - AI and the CX platform - resource

AI and the CX platform

CX in Focus - Real-world stories - resource

Real-world stories

Get the edge on AI-powered CX

Be the first to know when new episodes drop. Stay ahead of emerging trends and market insights shaping customer experience. We only send subscribers updates when a new episode goes live.

By providing your information, you agree to our privacy policy.

Your Subscription has been confirmed!

Please add genesys@email.genesys.com to your safe sender list to ensure you receive the weekly blog notifications.

Frequently asked questions about CX in Focus

What is CX in Focus?

CX in Focus is a new series from Genesys that highlights the latest innovations, strategies, and trends shaping customer experience. Each episode features leaders and experts discussing how technology, empathy, and data-driven insights are transforming the way organisations connect with customers. It’s your inside look at how Genesys continues to evolve the customer experience landscape. Unlock product advancements, emerging trends, and inspiring stories from brands delivering exceptional experiences worldwide.

What are CX insights and why are they important for improving customer experience?

CX insights help you stay ahead of emerging trends, market insights, and technologies shaping customer experience today. Expect to hear expert perspectives on customer experience trends, technologies, and best practices. From breakthrough innovations to real-world success stories, customer experience (CX) news keeps professionals informed about how businesses are creating more connected, personalised, and efficient customer journeys. In short, CX insights turn information into action, empowering companies to continuously improve and deliver experiences that build trust and long-term relationships.