{"id":116975,"date":"2019-01-03T13:28:58","date_gmt":"2019-01-03T21:28:58","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=116975"},"modified":"2026-01-08T09:15:14","modified_gmt":"2026-01-08T17:15:14","slug":"blog","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/blog","title":{"rendered":"Blog"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1 class=\"font-roboto\">The Levels of Experience Orchestration<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-levels-of-experience-orchestration\" target=\"\" rel=\"\">Read blog<\/a><\/div>[\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"component video-snippet\"><video autoplay muted playsinline loop data-poster-mobile=\"\" data-mobile-src=\"https:\/\/www.genesys.com\/media\/EO-hero-1280x720-f9f8f5.mp4\" data-poster-desktop=\"\" data-desktop-src=\"https:\/\/www.genesys.com\/media\/EO-hero-1280x720-f9f8f5.mp4\"><\/video><button type=\"button\" class=\"btn btn-white bg-video-control small inactive\"><\/button><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"card blog-filter bgc-lgray border-0 shadow\" id=\"blog-filter-card\">\n\t\t<div class=\"card-body\">\n\t\t<div class=\"row p-0 my-0\">\n\t\t<div class=\"col col-12 col-lg-1 mb-1 mb-lg-0\">\n\t\t<h5 class=\"mb-0\">Filters<\/h5>\n\t\t<\/div><div class=\"col col-12 col-lg-3 mb-1 mb-lg-0 select\">\n        <select id=\"topics\" name=\"topics\" ><option value=\"\" selected>Select topic<\/option><option value=\"AI and Machine Learning\" data-slug=\"ai-and-machine-learning-en-gb\">AI and Machine Learning<\/option><option value=\"Announcements\" data-slug=\"announcements-en-gb\">Announcements<\/option><option value=\"Business Optimisation\" data-slug=\"business-optimization-en-gb\">Business Optimisation<\/option><option value=\"Cloud\" data-slug=\"cloud-en-gb\">Cloud<\/option><option value=\"Customer Highlights\" data-slug=\"customer-highlights-en-gb\">Customer Highlights<\/option><option value=\"Customer Journey Management\" data-slug=\"customer-journey-management-en-gb\">Customer Journey Management<\/option><option value=\"Digital\" data-slug=\"digital-en-gb\">Digital<\/option><option value=\"Ecosystem\" data-slug=\"ecosystem-en-gb\">Ecosystem<\/option><option value=\"Experience orchestration\" data-slug=\"experience-orchestration-en-gb\">Experience orchestration<\/option><option value=\"Inbound\" data-slug=\"inbound-en-gb\">Inbound<\/option><option value=\"Industries\" data-slug=\"industries-zh-tw\">Industries<\/option><option value=\"Inside Genesys\" data-slug=\"inside-genesys-en-gb\">Inside Genesys<\/option><option value=\"IVR\" data-slug=\"ivr-zh-tw\">IVR<\/option><option value=\"Marketing\" data-slug=\"marketing-en-gb\">Marketing<\/option><option value=\"New Features\" data-slug=\"new-features-en-gb\">New Features<\/option><option value=\"Outbound\" data-slug=\"outbound-en-gb\">Outbound<\/option><option value=\"Workforce Engagement\" data-slug=\"workforce-engagement-en-gb\">Workforce Engagement<\/option><\/select>\n\t\t<\/div>\n\t\t<div class=\"col col-12 col-lg-8 mb-1 mb-md-0 ms-auto search\">\n            <div class=\"input-group search-group blog-search-group\">\n                <div class=\"input-container\">\n                    <input type=\"text\" class=\"form-control\" id=\"blog-search\" placeholder=\"Search\" aria-label=\"Search\">\n                    <a href=\"#\" class=\"clear-btn disabled\">&#10006;<\/a>\n                    <a href=\"#\" class=\"search-btn disabled\"><i class=\"fa-kit fa-magnifying-glass search-icon\"><\/i><\/a>\n                <\/div>\n            <\/div>\n\t\t<\/div>\n        <\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=&#8221;visible&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;pt-0&#8243;][vc_row][vc_column]<div class=\"blog-feed-container d-flex flex-column gap-2\" data-real-ppp=\"15\" data-adjust=\"0\" data-page=\"1\" data-max-pages=\"17\" data-limit=\"249\" data-default-counter=\"1\"><div class=\"row blog-feed\" ><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/bridging-the-gap-ai-powered-experience-orchestration-for-europes-regulated-sectors\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/EUAdobeStock_761011257-300x200.jpeg\" alt=\"Bridging the Gap: AI-Powered Experience Orchestration for Europe\u2019s Regulated Sectors\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">18\/02\/2026<\/p><h3 class=\"card-title h6\">Bridging the Gap: AI-Powered Experience Orchestration for Europe\u2019s Regulated Sectors<\/h3><p class=\"card-text mt-1\">When consumer brands deliver a poor customer experience, people can take their business elsewhere. But there\u2019s a category of...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/260\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/RJ-Headshot-2017-e1726068828632.jpg\" alt=\"Roe Jones\"><p class=\"mb-0\">Roe Jones<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/bridging-the-gap-ai-powered-experience-orchestration-for-europes-regulated-sectors\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-future-of-cx-will-be-built-on-intelligent-ecosystems\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"183\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/SN_AdobeStock_729969701-scaled-e1771269118852-300x183.jpeg\" alt=\"The future of CX will be built on intelligent ecosystems\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">17\/02\/2026<\/p><h3 class=\"card-title h6\">The future of CX will be built on intelligent ecosystems<\/h3><p class=\"card-text mt-1\">Across industries, organisations are racing to harness artificial intelligence (AI) to improve experiences, streamline operations...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/280\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Jack-2.png\" alt=\"Jack Nichols\"><p class=\"mb-0\">Jack Nichols<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-future-of-cx-will-be-built-on-intelligent-ecosystems\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/how-large-action-models-will-power-agentic-orchestration\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AVA-OJ-blog_image_820x547-300x200.png\" alt=\"How large action models will power agentic orchestration\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/02\/2026<\/p><h3 class=\"card-title h6\">How large action models will power agentic orchestration<\/h3><p class=\"card-text mt-1\">It\u2019s 8:00 AM and your flight was cancelled overnight. You open the airline app, already bracing for friction. Instead, you\u2019re...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/287\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/OlivierJouve-150.jpg\" alt=\"Olivier Jouve\"><p class=\"mb-0\">Olivier Jouve<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/how-large-action-models-will-power-agentic-orchestration\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AVA-launch-blog-hero-300x200.jpg\" alt=\"From conversation to resolution: Genesys Cloud Agentic Virtual Agent\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/02\/2026<\/p><h3 class=\"card-title h6\">From conversation to resolution: Genesys Cloud Agentic Virtual Agent<\/h3><p class=\"card-text mt-1\">Welcome to the next phase of customer experience (CX) automation, one where AI doesn\u2019t just talk, but gets the work...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/1121\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Arpita-Headshot-e1726504275848.jpeg\" alt=\"Arpita Maity\"><p class=\"mb-0\">Arpita Maity<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-customer-has-changed-cx-must-catch-up\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Coffee_AdobeStock_403199946-300x200.jpeg\" alt=\"The customer has changed. CX must catch up.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">09\/02\/2026<\/p><h3 class=\"card-title h6\">The customer has changed. CX must catch up.<\/h3><p class=\"card-text mt-1\">Across industries and geographies, one theme echoed clearly in recent interviews with several CX professionals: Customer...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/880\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-1-e1632347601319.jpg\" alt=\"Ginger Conlon\"><p class=\"mb-0\">Ginger Conlon<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-customer-has-changed-cx-must-catch-up\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/ai-trust-and-the-future-of-cx-key-insights-from-davos-2026\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/55049101701_c0094f71ea_o-300x200.jpg\" alt=\"AI, trust, and the future of CX: Key insights from Davos 2026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">29\/01\/2026<\/p><h3 class=\"card-title h6\">AI, trust, and the future of CX: Key insights from Davos 2026<\/h3><p class=\"card-text mt-1\">Last week, the World Economic Forum (WEF) Annual Meeting 2026 brought nearly 3,000 leaders to Davos, Switzerland, under the theme...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/1018\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/headshot-Guillaume-Lardeux-2025-1-e1769628373767.webp\" alt=\"Guillaume Lardeux\"><p class=\"mb-0\">Guillaume Lardeux<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/ai-trust-and-the-future-of-cx-key-insights-from-davos-2026\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/beyond-containment-measure-digital-success-not-just-effort\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Digital-measurement-300x200.jpeg\" alt=\"Beyond containment: Measure digital success, not just effort\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">12\/12\/2025<\/p><h3 class=\"card-title h6\">Beyond containment: Measure digital success, not just effort<\/h3><p class=\"card-text mt-1\">In this digital era, success often looks like efficiency. High containment rates, lower call volumes, faster resolutions\u00a0\u2013 you...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/765\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Foto-Cristina-Vargas-e1591139658546.jpg\" alt=\"Cristina Vargas\"><p class=\"mb-0\">Cristina Vargas<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/beyond-containment-measure-digital-success-not-just-effort\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/genesys-achieves-iso-iec-420012023-certification-for-responsible-ai-governance\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Genesys_lifestyle_threads11-300x169.png\" alt=\"Genesys achieves ISO\/IEC 42001:2023 certification for responsible AI governance\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">08\/12\/2025<\/p><h3 class=\"card-title h6\">Genesys achieves ISO\/IEC 42001:2023 certification for responsible AI governance<\/h3><p class=\"card-text mt-1\">Artificial intelligence (AI) is reshaping the customer experience in remarkable ways. What began as simple automation is evolving...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/260\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/RJ-Headshot-2017-e1726068828632.jpg\" alt=\"Roe Jones\"><p class=\"mb-0\">Roe Jones<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/genesys-achieves-iso-iec-420012023-certification-for-responsible-ai-governance\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/why-ai-is-a-non-negotiable-for-cx-leaders-in-2026\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"195\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_1568579692-2-300x195.jpeg\" alt=\"Why AI is a non-negotiable for CX leaders in 2026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">03\/12\/2025<\/p><h3 class=\"card-title h6\">Why AI is a non-negotiable for CX leaders in 2026<\/h3><p class=\"card-text mt-1\">In 2026, customer experience will define brand success more than product, price, or convenience. In the experience economy, every...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/880\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-1-e1632347601319.jpg\" alt=\"Ginger Conlon\"><p class=\"mb-0\">Ginger Conlon<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/why-ai-is-a-non-negotiable-for-cx-leaders-in-2026\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/5-brands-using-ai-to-deliver-empathetic-efficient-experiences\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_480731210-300x200.jpeg\" alt=\"5 brands using AI to deliver empathetic, efficient experiences\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">21\/11\/2025<\/p><h3 class=\"card-title h6\">5 brands using AI to deliver empathetic, efficient experiences<\/h3><p class=\"card-text mt-1\">Leading organisations across industries and geographies are redefining what customer experience (CX) means in the age of AI....<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/880\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-1-e1632347601319.jpg\" alt=\"Ginger Conlon\"><p class=\"mb-0\">Ginger Conlon<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/5-brands-using-ai-to-deliver-empathetic-efficient-experiences\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/genesys-wins-best-use-of-ai-in-customer-service-at-the-2025-a-i-awards\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"184\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/stock_product-lifestyle_Agent-with-threads-1-e1763671178109-300x184.png\" alt=\"Genesys wins best use of AI in customer service at the 2025 A.I. Awards\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">21\/11\/2025<\/p><h3 class=\"card-title h6\">Genesys wins best use of AI in customer service at the 2025 A.I. Awards<\/h3><p class=\"card-text mt-1\">Genesys has been named the winner of \u201cBest Use of AI in Customer Service\u201d at the 2025 A.I. Awards, hosted by The Cloud...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/1200\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/RRoberts-e1763676708676.jpeg\" alt=\"Rebecca Roberts\"><p class=\"mb-0\">Rebecca Roberts<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/genesys-wins-best-use-of-ai-in-customer-service-at-the-2025-a-i-awards\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/route-customers-to-the-right-agent-the-first-time-with-rule-based-decisions\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"168\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_1597987065-300x168.jpeg\" alt=\"Direct customers to the right agent the first time with Rule-Based Decisions\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">19\/11\/2025<\/p><h3 class=\"card-title h6\">Direct customers to the right agent the first time with Rule-Based Decisions<\/h3><p class=\"card-text mt-1\">Everyone is talking about agentic AI \u2013 autonomous bots that promise to do everything. But here\u2019s the truth: If your...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/1121\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Arpita-Headshot-e1726504275848.jpeg\" alt=\"Arpita Maity\"><p class=\"mb-0\">Arpita Maity<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/route-customers-to-the-right-agent-the-first-time-with-rule-based-decisions\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/agentic-ecosystems-will-build-the-intelligent-enterprise\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Blog-Header-Images-Variation-01-Image-with-threads-option-2-300x200.jpg\" alt=\"Agentic ecosystems will build the intelligent enterprise\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">12\/11\/2025<\/p><h3 class=\"card-title h6\">Agentic ecosystems will build the intelligent enterprise<\/h3><p class=\"card-text mt-1\">For years, the invisible operator behind every customer interaction consisted of workflows. 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Still, despite the momentum, many...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/185\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Genesys-9-e1750455636128.jpg\" alt=\"Genesys\"><p class=\"mb-0\">Genesys<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/ais-hidden-value-in-cx-why-leaders-are-only-just-starting-to-see-it\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/buildingtrustatscale\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"165\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Screenshot-2025-10-21-at-15.56.37-300x165.png\" alt=\"Building Trust at Scale: What European Organisations Need to Deliver Empathic CX with AI\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">21\/10\/2025<\/p><h3 class=\"card-title h6\">Building Trust at Scale: What European Organisations Need to Deliver Empathic CX with AI<\/h3><p class=\"card-text mt-1\">Customer expectations are shifting fast \u2014 and artificial intelligence is driving that change. For organisations across...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-gb\/blog\/author\/1192\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Yasser.jpeg\" alt=\"Yasser Wardasbi\"><p class=\"mb-0\">Yasser Wardasbi<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/buildingtrustatscale\"><\/a><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"blog-subscribe-container w-100 mt-3\"><div class=\"blog-subscribe\"><div class=\"card text-center border-0 subscribe-box bgc-lgray\"><div class=\"card-body p-4\"><p class=\"h3 subscribe-box-title\">Want more?<\/p><p>Subscribe to our free newsletter and get blog updates in your inbox<\/p><form class=\"subscribe_box_form\" id=\"email_sub_fetch_form\"><input class=\"btn shadow btn-primary\" type=\"submit\" value=\"Subscribe\"><\/form><\/div><\/div><\/div><script>jQuery(\"#email_sub_fetch_form\").submit(function(e){e.preventDefault();subscribe_fire(\"click\",\"email_fetcher\")})<\/script><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] The Levels of Experience Orchestration [\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=&#8221;visible&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;pt-0&#8243;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":270,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/template-blog.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-116975","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/116975","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/270"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/comments?post=116975"}],"version-history":[{"count":10,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/116975\/revisions"}],"predecessor-version":[{"id":610887,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/pages\/116975\/revisions\/610887"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=116975"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}