{"id":599730,"date":"2025-10-22T02:50:50","date_gmt":"2025-10-22T09:50:50","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=599730"},"modified":"2025-10-22T02:54:30","modified_gmt":"2025-10-22T09:54:30","slug":"ais-hidden-value-in-cx-why-leaders-are-only-just-starting-to-see-it","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/ais-hidden-value-in-cx-why-leaders-are-only-just-starting-to-see-it","title":{"rendered":"AI\u2019s Hidden Value in CX: Why Leaders Are Only Just Starting to See It"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<span data-contrast=\"auto\">Artificial intelligence is now at the forefront of customer experience (CX) discussions. Still, despite the momentum, many leaders acknowledge that translating it into clear business value remains a challenge.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">At the recent <strong><a href=\"https:\/\/youtu.be\/2pKN7KtYMJU?si=sD7a_VxjnNwo9CVd\">Genesys Executive Summit in Mallorca,<\/a> <\/strong>this gap between <\/span><i><span data-contrast=\"auto\">potential<\/span><\/i><span data-contrast=\"auto\"> and <\/span><i><span data-contrast=\"auto\">proof<\/span><\/i><span data-contrast=\"auto\"> became a central discussion point. The technology itself is not in question \u2014 the real challenge is making AI\u2019s impact <\/span><b><span data-contrast=\"auto\">visible in ways that resonate with customers, employees, and business stakeholders alike<\/span><\/b><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">From Hype to Visibility<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The summit discussions underscored the shift from <\/span><b><span data-contrast=\"auto\">AI as hype<\/span><\/b><span data-contrast=\"auto\"> to <\/span><b><span data-contrast=\"auto\">AI as evidence<\/span><\/b><span data-contrast=\"auto\">. For many attendees, the breakthrough came from seeing real-world examples where AI made a visible difference:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"25\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">enabling more empathetic and proactive customer support,<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"25\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">helping employees perform with greater confidence, and<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"25\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">showing measurable improvements in efficiency and loyalty.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">As one large healthcare organisation put it:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><i><span data-contrast=\"auto\">\u201cWe\u2019ve never been able to visualise the value of AI, but seeing customer results like DAMAC helped us see the value coming from Genesys.\u201d<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><strong><a href=\"https:\/\/www.genesys.com\/customer-stories\/damac\"><i>Read the full story&#8230; <\/i><\/a><\/strong><\/p>\n<p><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Audience Reflections<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Feedback from customers and partners highlighted this moment of realisation:<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"26\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">\u201cGenesys is doing more with AI than I imagined.\u201d<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"26\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">\u201cWe feel more comfortable going to market with Genesys. Its AI capabilities give us confidence in the partnership.\u201d<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"26\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">\u00a0<\/span><i><span data-contrast=\"auto\">\u201cOther vendors don\u2019t have a ready data foundation like Genesys does. That difference really stands out.\u201d<\/span><\/i><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">These perspectives reinforced a clear takeaway: <\/span><b><span data-contrast=\"auto\">AI\u2019s hidden value emerges when tied to tangible results<\/span><\/b><span data-contrast=\"auto\"> \u2014 improving empathy, empowering employees, and strengthening loyalty.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Seeing AI in Context<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Author and futurist <\/span><b><span data-contrast=\"auto\">Christian Kromme<\/span><\/b><span data-contrast=\"auto\"> describes technological change as a series of six waves, each reshaping how society works and how organisations adapt. His insight that <\/span><i><span data-contrast=\"auto\">\u201cAI is only as smart as the environment it lives in\u201d<\/span><\/i><span data-contrast=\"auto\"> resonated deeply with summit participants.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This frames AI in CX not as a standalone technology, but as part of a <\/span><b><span data-contrast=\"auto\">broader ecosystem<\/span><\/b><span data-contrast=\"auto\"> of customer journeys, employee skills, and organisational goals.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">From Job Roles to Skillsets<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The summit also explored the <\/span><b><span data-contrast=\"auto\">Future at Work<\/span><\/b><span data-contrast=\"auto\">. Increasingly, the focus is shifting from static job roles to <\/span><b><span data-contrast=\"auto\">adaptable skillsets<\/span><\/b><span data-contrast=\"auto\">. AI plays a pivotal role here \u2014 not by replacing people, but by <\/span><b><span data-contrast=\"auto\">augmenting human capability<\/span><\/b><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">It allows employees to move fluidly across tasks, applying uniquely human strengths such as empathy, problem-solving, and communication in new ways. The result is not only efficiency, but a workforce that is more confident, agile, and engaged.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The conversations in Mallorca revealed an important truth: <\/span><b><span data-contrast=\"auto\">AI\u2019s value is often hidden until it is seen through outcomes.<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-contrast=\"auto\">For many executives, the question is no longer <\/span><i><span data-contrast=\"auto\">if<\/span><\/i><span data-contrast=\"auto\"> AI can transform customer experience, but <\/span><i><span data-contrast=\"auto\">how<\/span><\/i><span data-contrast=\"auto\"> its benefits can be understood, visualised, and shared across the organisation.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Seeing the value is the first step to realising it.<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p>Join our up and coming webinar, <a href=\"https:\/\/www.genesys.com\/en-gb\/webinars\/beyond-the-buzz-real-ai-for-real-cx?ost_tool=blog&amp;ost_campaign=1-26-euk-en-0-260253-0&amp;ost_content=mallorca_exec_event_blog\"><strong>Beyond the Buzz: Real AI for Real CX\u00a0<\/strong><\/a> to learn more..<\/p>\n<p>&nbsp;<\/p>\n<p>Written by<\/p>\n<h4 class=\"ayTLUdUGaoXIqfYutggjtAFqlKsKHPijUbk inline t-24 v-align-middle break-words\">Osen Akkemik<\/h4>\n<p>Senior Director, AI Solutions &amp; Services EMEA at Genesys[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]Artificial intelligence is now at the forefront of customer experience (CX) discussions. Still, despite the momentum, many leaders acknowledge that translating it into clear business value remains a challenge.\u00a0\u00a0 At the recent Genesys Executive Summit in Mallorca, this gap between potential and proof became a central discussion point. The technology itself is not [&hellip;]<\/p>\n","protected":false},"author":185,"featured_media":599737,"template":"","tax_priority":[],"tax_blogtype":[],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[16107,16140,16186],"tax_capability_sitewide":[16209,16260],"tax_products_programs":[17531],"tax_buying_job":[16642,16658],"tax_buyer_persona":[16881],"tax_sector":[],"tax_segment":[17096],"class_list":["post-599730","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_contenttheme2-grow-your-business-en-gb","tax_contenttheme2-improve-customer-experience-en-gb","tax_contenttheme2-level-up-your-technology-en-gb","tax_capability_sitewide-ai-and-automation-en-gb","tax_capability_sitewide-digital-en-gb","tax_products_programs-genesys-cloud-cx-en-gb","tax_buying_job-job-1-problem-identification-en-gb","tax_buying_job-job-2-solution-exploration-en-gb","tax_buyer_persona-business-en-gb","tax_segment-enterprise-en-gb","tax_content_type-blog-en-gb","tax_set-news"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/599730","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/599730\/revisions"}],"predecessor-version":[{"id":600030,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/599730\/revisions\/600030"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/599737"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=599730"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=599730"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=599730"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=599730"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=599730"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=599730"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=599730"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=599730"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=599730"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=599730"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=599730"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=599730"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=599730"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}