{"id":116982,"date":"2019-01-03T13:29:01","date_gmt":"2019-01-03T21:29:01","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=116982"},"modified":"2022-04-04T20:32:52","modified_gmt":"2022-04-05T03:32:52","slug":"category","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-gb\/blog\/category","title":{"rendered":"Category"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1530915447214{padding-top: 65px !important;padding-bottom: 0px !important;}&#8221;][vc_row gap=&#8221;35&#8243; equal_height=&#8221;yes&#8221; el_class=&#8221;g-flex&#8221;][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;no-inner-padding&#8221;][\/vc_column][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;no-inner-padding&#8221;]<div class=\"search-bar\" id=\"nav-search-box\"><\/div><script>var getUrlParam = function(e){var t = new RegExp(\"[?&]\" + e.replace(\/[\\[\\]]\/g, \"\\$&\") + \"(=([^&#]*)|&|#|$)\"),a = t.exec(window.location.href);return a && a[2] ? decodeURIComponent(a[2].replace(\/\\+\/g, \" \")) : \"\"};var setup = function(w,d,x,a,e,s,c,r){s = [];var b=function(){s.push(arguments);},q=\"ui\";b.arr=s;w[a]=w[a]||[];w[a][q]=w[a][q]||[];w[a][q].push(b);c=d.createElement(x);c.async=1;c.src=e;r=d.getElementsByTagName(x)[0];r.parentNode.insertBefore(c,r);return b;};var searchInterface = setup(window, document, \"script\", \"sajari\", \"https:\/\/cdn.sajari.net\/js\/integrations\/website-search-1.3.0.js\");var searchBox = setup(window, document, \"script\", \"sajari\", \"https:\/\/cdn.sajari.net\/js\/integrations\/website-search-1.3.0.js\");searchBox(\"search-box\", {project: \"1507834129328948375\",collection: \"www-genesys-com-wordpress\",instantPipeline: \"autocomplete\",inputPlaceholder: \"Search\",maxSuggestions: 5,attachSearchBox: document.getElementById(\"nav-search-box\")});searchBox(\"sub\", \"pipeline.search-sent\", function (_, query) {window.location = \"\/blog\/search?q=\" + encodeURIComponent(query.q);});<\/script><div class=\"subscribe_box\"><div class=\"subscribe_box_inner\"><p class=\"h3 subscribe-box-title\">Want more?<\/p><p>Subscribe to our free newsletter and get the Genesys blog updates in your inbox.<\/p><form class=\"subscribe_box_form\" id=\"email_sub_fetch_form\"><input type=\"submit\" value=\"Subscribe\"><\/form><\/div><\/div><script>jQuery(\"#email_sub_fetch_form\").submit(function (e) {e.preventDefault();subscribe_fire(\"click\", \"email_fetcher\");});<\/script>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1530915438590{padding-top: 0px !important;padding-bottom: 32.5px !important;}&#8221;][vc_row][vc_column]<div class=\"blog-feed-container d-flex flex-column gap-2\" data-real-ppp=\"15\" data-adjust=\"1\" 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\/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. They were the source code for the...<\/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\/1155\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Glenn_Nethercutt-scaled.jpg\" alt=\"Glenn Nethercutt\"><p class=\"mb-0\">Glenn Nethercutt<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/agentic-ecosystems-will-build-the-intelligent-enterprise\"><\/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\/ais-hidden-value-in-cx-why-leaders-are-only-just-starting-to-see-it\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"300\" width=\"190\" src=\"https:\/\/www.genesys.com\/media\/ExecutiveSummit-380x600_Blog-Ad-Medium-Quality-1-190x300.jpg\" alt=\"AI\u2019s Hidden Value in CX: Why Leaders Are Only Just Starting to See It\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">22\/10\/2025<\/p><h3 class=\"card-title h6\">AI\u2019s Hidden Value in CX: Why Leaders Are Only Just Starting to See It<\/h3><p class=\"card-text mt-1\">Artificial intelligence is now at the forefront of customer experience (CX) discussions. 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. 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