{"id":581977,"date":"2025-08-11T07:25:46","date_gmt":"2025-08-11T14:25:46","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=events&#038;p=581977"},"modified":"2025-10-01T01:18:27","modified_gmt":"2025-10-01T08:18:27","slug":"genesys-future-of-cx-belgium-2025","status":"publish","type":"events","link":"https:\/\/www.genesys.com\/en-gb\/events\/genesys-future-of-cx-belgium-2025","title":{"rendered":"Genesys Future of CX &#8211; Belgium"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":1113,"featured_media":0,"parent":0,"menu_order":0,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-581977","events","type-events","status-publish","hentry"],"acf":{"hide_navigation":"false","hide_footer":"false","item_nav_hide":"no","utm_pass":false,"asset_expiration":"","disable_chat":false,"enable_ab_test":false,"enable_external_utm":false,"add_to_global_events":true,"disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":550124,"post_author":"890","post_date":"2024-12-02 09:42:16","post_date_gmt":"2024-12-02 17:42:16","post_content":"[vc_section][vc_row][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h1>CX trends in 2025 and beyond<\/h1>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h2>Transformative insights for your business<\/h2>\r\n[\/vc_column_text][vc_column_text css=\"\"]<span class=\"TextRun SCXW22033385 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW22033385 BCX0\">CX experts explore key trends shaping customer and employee experiences\u2014and their impact on your business in 2025 and beyond.<\/span><\/span>[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]<span data-contrast=\"auto\">This webinar is a must-watch for contact centre leaders, customer service managers, business executives and anyone passionate about driving impactful customer experiences. If you're ready to lead the way in 2025 with cutting-edge insights, this event is for you.<\/span>\r\n<span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"auto\">About the webinar<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">As customer experience (CX) professionals rapidly adapt their strategies to include AI and digital transformation, staying ahead has never been more important. Join us for an exclusive look into 2025's top CX and EX trends. Our expert panel will unpack game-changing developments in AI-driven personalisation, ethical AI practices, workforce evolution and more\u2014equipping you to take your customer and employee experience strategies to the next level.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"auto\">Watch now to learn more about:<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n<ul>\r\n \t<li><span data-contrast=\"auto\">Leveraging AI for hyperpersonalised and ethical customer experiences<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Enhancing customer journeys with strategic, real-time cross-channel engagement<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Driving measurable business outcomes with CX strategies and next-gen workforce engagement management<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7014X000003AgOhQAK\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1733151066545{padding-top: 0px !important;}\"][vc_row el_class=\"mx-0\"][vc_column background_color=\"bgc-lgray\" el_class=\"p-md-3 px-1\"][vc_row_inner el_class=\"mx-0\"][vc_column_inner][vc_column_text css=\"\"]\r\n<h3 style=\"text-align: center;\">Meet the speakers<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549632\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><b>Megan Burns\r\n<\/b>Founder and Principal\r\nExperience Enterprises<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549633\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Robin Gareiss\r\n<\/strong>CEO &amp; Principal Analyst\r\nMetrigy<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549634\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Sami Beydoun\r\n<\/strong>Team Leader, Student Services Hub\r\nWestern Sydney University<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"549670\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>William Dummett<\/strong>\r\nChief Privacy Officer\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"550117\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Prajwal Ramachandra\r\n<\/strong><span data-contrast=\"auto\">Managing Director, Global Contact Center Practice Lead<\/span><span data-ccp-props=\"{}\">\r\n<\/span><span data-contrast=\"auto\">Accenture<\/span><\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"CX trends in 2025 and beyond","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cx-trends-in-2025-and-beyond","to_ping":"","pinged":"","post_modified":"2025-01-07 12:22:33","post_modified_gmt":"2025-01-07 20:22:33","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=550124","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":556476,"post_author":"954","post_date":"2025-02-07 02:52:25","post_date_gmt":"2025-02-07 10:52:25","post_content":"This year, artificial intelligence (AI) is set to transform industries, dramatically reshape customer experiences and redefine how businesses operate. Innovative technologies like advanced <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/virtual-agents-breaking-free-from-the-limits-of-traditional-chatbots\" target=\"_blank\" rel=\"noopener\">virtual agents<\/a> and agentic AI will elevate customer satisfaction and drive efficiency through highly personalised human-like interactions and seamless assistance. Let\u2019s look at a few predictions from myself and other Genesys experts about what AI-driven <a href=\"https:\/\/www.genesys.com\/en-gb\/webinars\/cx-trends-in-2025-and-beyond?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">opportunities and challenges we\u2019ll see in 2025<\/a>.\r\n\r\n&nbsp;\r\n<h3>Good News for Consumers: The Rise of Virtual Agents Is Upon Us<\/h3>\r\n<em><strong>Here\u2019s my take on what I think you can expect this year.<\/strong><\/em>\r\n\r\nMany businesses use chatbots to automate customer service and drive efficiency. When built correctly, they\u2019re valuable tools, easy to deploy and allow customers to interact with a brand 24\/7. But the reality is most chatbots provide fragmented interactions earning a reputation as one of the most frustrating parts of a customer experience.\r\n\r\nThe majority of chatbots are ineffective because they have rigid designs, aren\u2019t structured to keep up with human conversation and require constant maintenance to stay updated. When problems are escalated to a human agent, a customer\u2019s context and history often does not follow. This results in employees asking repetitive questions and adding to a customer\u2019s frustration and feelings of not being heard.\r\n\r\nTo <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\">orchestrate the highly personalised experiences<\/a> consumers desire, businesses should upgrade their chatbots to advanced virtual agents. Virtual agents use large language models to mimic natural human conversation. They can understand more complex conversations, seamlessly pass context to their human counterparts, and tailor experiences based on real-time consumer behaviour and preferences. Simply put, virtual agents can give customers the human touch that chatbots can\u2019t.\r\n\r\n&nbsp;\r\n<h3>Agentic AI Is the Next Big Thing in Tech \u2014 and the Ultimate Life Hack for Consumers<\/h3>\r\n<em><strong>\u2013 Glenn Nethercutt, Genesys Chief Technology Officer<\/strong><\/em>\r\n\r\nTech leaders are already looking beyond the power of <a href=\"https:\/\/www.genesys.com\/blog\/post\/modern-contact-center-ai-the-power-and-possibility\" target=\"_blank\" rel=\"noopener\">generative AI<\/a> to agentic AI. Agentic AI will usher in the next level of customer experiences through proactive and adaptive engagement with the potential to bring immense value to both businesses and their customers.\r\n\r\nNo longer just passive assistants, agentic AI will tackle complex, multistep tasks that defy a simple, predefined path and adapt to real-time decision-making. Think of it as the Jarvis to your Tony Stark \u2014 it coordinates multiple AI agents, each focused on a specific part of a task, to deliver seamless, real-time solutions that adjust with every new piece of information.\r\n\r\nPicture this: AI tracks your delivery, reroutes your package on the fly, dodges traffic jams and weather, and keeps you updated during every step of the process \u2014 without you ever asking. Agentic AI will empower the next generation of self-service, creating interactions that are as smooth, as fast and as intuitive as having your own personal assistant.\r\n\r\nGet ready for a future where AI handles the details effortlessly freeing you to focus on what truly matters.\r\n\r\n&nbsp;\r\n<h3>AI Will Drive Retail from the Back End Forward<\/h3>\r\n<em><strong>\u2013 Josh Goldlust, VP of Product, Digital Experience<\/strong><\/em>\r\n\r\nIn 2025, AI will transform the retail industry behind the scenes by enhancing operational efficiencies, orchestrating customer experiences, boosting inventory management through personalised in-stock recommendations and more. These changes will significantly enhance online shopping and customer service requiring brands to replicate the <a href=\"https:\/\/www.genesys.com\/en-gb\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">personalised, AI-driven experiences<\/a> consumers expect online, in store.\r\n\r\nOver the next few years, expect to see AI-powered predictive analytics in action, offering real-time, personalised discounts based on in-store behaviour. This will be particularly important for retailers with strong customer data and loyalty programs. Retailers that successfully integrate these seamless, personalised experiences both online and in-store will lead the pack, while others who are not experimenting with AI risk falling behind.\r\n\r\nIn 2025, AI will dramatically improve customer experiences with more personalised and empathetic interactions. It\u2019s no secret that AI\u2019s potential is near limitless, but challenges, such as ineffective AI chatbots, still remain. And businesses will need to do their part to address them. The companies that prioritise innovation and <a href=\"https:\/\/www.genesys.com\/blog\/post\/want-to-jump-start-your-cx-adopt-ai\" target=\"_blank\" rel=\"noopener\">embrace new AI technology<\/a> will create significantly better customer experiences and earn customer loyalty.\r\n\r\nWatch this webinar \u201c<a href=\"https:\/\/www.genesys.com\/en-gb\/webinars\/cx-trends-in-2025-and-beyond?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">CX trends in 2025 and beyond<\/a>\u201d to learn what other trends experts say are on the horizon in 2025.\r\n\r\n&nbsp;","post_title":"The Future of CX: How AI Will Redefine Customer Experiences in 2025","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-future-of-cx-how-ai-will-redefine-customer-experiences-in-2025","to_ping":"","pinged":"","post_modified":"2025-02-07 02:52:25","post_modified_gmt":"2025-02-07 10:52:25","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=556476","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"event_type":"gsummit","event_status":"ontime","event_start_date":"10\/02\/2025","event_start_time":"00:00:00","event_location":"","event_venue_name":"","country":"Belgium","venue_map":{"address":"Rue du Pont Neuf 17, 1000 Bruxelles, Belgium","lat":50.854067,"lng":4.3533865,"zoom":16,"place_id":"ChIJW7gM9oPDw0cRk9ObPJIK6Fk","name":"Rue du Pont Neuf 17","street_number":"17","street_name":"Rue du Pont Neuf","city":"Bruxelles","state":"Bruxelles","post_code":"1000","country":"Belgium","country_short":"BE"},"w_tycontent":"<p>Thank you for registering for our event. This is <span style=\"text-decoration: underline;\"><strong>not<\/strong><\/span> your confirmation. Please keep an eye out for an email from Genesys confirming your registration.<\/p>\n<p>Genesys reserves the right to cancel registrations if necessary.<\/p>\n","event_header_bgc":"orange","event_header_title":"Genesys Future of CX Belgium","event_description_title":"Leading in the Experience Economy","event_description":"\u2022 Connect with peers<br \/>\r\n\u2022 Gain insights from industry experts<br \/>\r\n\u2022 Listen to customer stories<br \/>\r\n<br \/>\r\n","event_header_image":"https:\/\/www.genesys.com\/media\/AG-insurance-background.jpg","disable_registration":true,"form_header_alignment":"left","form_header":"Register now before September 24th!","form_button":"Register here","is_external_registration":[],"form_field_settings":["form_known","form_prefill","form_pp","cb_available","nolazy"],"form_setup":{"events_field_config":"advanced","events_custom_fields":["fl_email","fl_firstname","fl_lastname","fl_company","fl_busphone","fl_country","fl_jobfunction1","fl_joblevel1","fl_title"],"additional_custom_form_fields":{"advance_fields":[{"af_type":"text","af_width":"form-row","af_label":"Dietary requirements","af_lid":"fe460","af_lname":"reusableField01Label","af_id":"fe461","af_name":"reusableField01Value","af_required":"not-required","af_opt_design":"stacked","af_value":"","select_option":[{"so_label":"YES","so_value":"YES"},{"so_label":"NO","so_value":"NO"}]}]},"cust_form_id":"","form_cid":"701Ht000001CUABIA4","multiple_cid":false,"multiple_cid_setup":false,"ar_status":"no","ar_title":false,"ar_custom_title":"","ar_url":false,"ar_custom_url":"","custom_ty":"<p>Thank you for registering for our event. This is <strong><span style=\"text-decoration: underline;\">not<\/span><\/strong> your confirmation. Please keep an eye out for an email from Genesys confirming your registration.<\/p>\n<p>Genesys reserves the right to cancel registrations if necessary.<\/p>\n<p>&nbsp;<\/p>\n"},"additional_form_content":"","disable_content_section":false,"event_content_template":"a1","event_title_group":{"title":"","sub_title":""},"media_content":{"select_media":"image","content_image":581976,"content_video":""},"text_content":{"sub_title_h4":"Genesys Future of CX Belgium - Thursday 2nd of October 2025","text_content":"<p>We are pleased to invite you to Genesys Future of CX Belgium, which will take place on 2 October 2025 at the AG Insurance Campus in Brussels. This event offers a great opportunity to connect with industry peers, learn from experts and hear inspiring customer stories.<\/p>\n<p>We\u2019re proud to welcome\u00a0<strong>Rik Vera<\/strong>, internationally acclaimed keynote speaker, futurist, and business philosopher, to kick off Genesys Future of CX Belgium. With a career spanning over 25 years in global leadership roles and more than 1,500 keynotes delivered across 62 countries, Rik brings a unique blend of real-world experience, digital foresight, and contagious energy.<\/p>\n<p>Our own Nienke Spinnato-Prins will be the moderator for the day.<\/p>\n<p>Do you have a question? Send an email to lex.oosterhoff@genesys.com<br \/>\n<strong>Please note<\/strong>: initially, we have a limit of 4 participants per customer, so coordinate attendance with your colleagues.<\/p>\n","cta_text":"","cta_url":""},"disable_agenda_section":false,"disable_speaker_section":false,"disable_venue_section":false,"enable_map":true,"disable_faq_section":true,"disable_sponsor_section":false,"disable_partner_section":false,"event_partners_title":"","event_partners_subtitle":"","event_partners_columns":"5","disable_additional_content_section":true,"additional_content_template":"a1","additional_title_group":{"title":"","sub_title":""},"additional_media_content":{"select_media":"image","content_image":false,"content_video":""},"additional_text_content":{"sub_title_h4":"","text_content":"","cta_text":"","cta_url":""},"nav_logo":false,"nav_form_text":"","disable_navigation_form_link":false,"event_date_format":"F j, Y","event_time_format":"H:i","event_hashtag":"","meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","event_end_date":"10\/02\/2025","event_agenda_group":[{"agenda_group_title":"","event_agenda":[{"agenda_date":"02\/10\/2025","agenda_tab_label":"","agenda_details":[{"agenda_title":"Welcome ","agenda_start_time":"11:30:00","agenda_end_time":"12:00:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Lunch & Networking ","agenda_start_time":"12:00:00","agenda_end_time":"13:00:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Opening  ","agenda_start_time":"13:00:00","agenda_end_time":"13:15:00","agenda_single_description":"<p><b>Michel Delfosse, <\/b>Genesys<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Curiosity in the Perfect Storm \u2013 Thriving Beyond ","agenda_start_time":"13:15:00","agenda_end_time":"14:15:00","agenda_single_description":"<p>We are living through a perfect storm of big data, AI, and robotization. A world defined by unknown unknowns. But the real superpower to thrive in this new world is not technology. It\u2019s human: the 5C\u2019s: Critical thinking, Collaboration, Compassion, Creativity, and above all, Curiosity. Rik will challenge you to rewire your mindset, not just your tools, and show how Curiosity can guide people and companies through chaos to relevance and resilience. Expect challenging status quo, beach chairs, tsunamis, an octopus brain, super powers and kryotonite, practical take away exercises and a lot of inspiration.<\/p>\n<p><strong>Rik Vera, <\/strong>Master of Curiosity, Seasoned CEO &amp; Global Keynote Speaker<\/p>\n","agenda_session_speakers":false},{"agenda_title":"Short Break","agenda_start_time":"14:15:00","agenda_end_time":"14:30:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Customer Panel: The Future of CX","agenda_start_time":"14:30:00","agenda_end_time":"15:00:00","agenda_single_description":"<p>Moderator: <strong>Ramses de Jon<\/strong>g<strong>,<\/strong> Sales Manager, Genesys<\/p>\n<ul>\n<li><strong>\u00a0Jo van Eynde<\/strong>, Team Leader Digital Workplace &#8211; AG Insurance<\/li>\n<li><strong>An Florens, <\/strong>Operations Director <strong>&#8211;<\/strong>\u00a0Carglass<\/li>\n<li><strong>Mario Rousseau,<\/strong> Manager Alarm Centrale &#8211; VAB<\/li>\n<\/ul>\n","agenda_session_speakers":false},{"agenda_title":"Networking Break","agenda_start_time":"15:00:00","agenda_end_time":"15:30:00","agenda_single_description":"","agenda_session_speakers":false},{"agenda_title":"Empathy\u2011Driven AI:  Agentic Innovation in Genesys Cloud","agenda_start_time":"15:30:00","agenda_end_time":"16:15:00","agenda_single_description":"<p>In this session, we will explore the transformative journey of customer experience (CX) with Genesys Cloud. 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