{"id":461321,"date":"2022-12-14T03:03:33","date_gmt":"2022-12-14T11:03:33","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/forecasting-the-future-of-cx-six-trends-for-2023"},"modified":"2023-03-09T03:26:50","modified_gmt":"2023-03-09T11:26:50","slug":"forecasting-the-future-of-cx-six-trends-for-2023","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/forecasting-the-future-of-cx-six-trends-for-2023","title":{"rendered":"Forecasting the future of CX: Six trends for 2023"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<div class=\"wpb_text_column wpb_content_element \">\n<div class=\"wpb_wrapper\">\n<p class=\"pre_h1\">Coming soon<\/p>\n<\/div>\n<\/div>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Forecasting the future of CX: Six trends for 2023<\/h1>\n<p>[\/vc_column_text][vc_column_text]How to stay competitive in today\u2019s climate[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[\/vc_column_inner][\/vc_row_inner][vc_column_text]<\/p>\n<div class=\"OutlineElement Ltr SCXW165032582 BCX0\" style=\"margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; overflow: visible; cursor: text; clear: both; position: relative; direction: ltr; color: #000000; font-family: 'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif; font-size: 12px;\"><\/div>\n<p>In uncertain times, it can be hard to see what lies ahead \u2014 and even harder to prepare for it. But amid today\u2019s volatility, <strong class=\"text-orange\">some trends are clear<\/strong>. Understanding them will give you a competitive edge.<\/p>\n<p>Success in the experience economy still involves taking a customer-centric approach. But what that means \u2014 and how organisations deliver on that promise \u2014 are shifting. Technology and employee experience will play an elevated role in what happens next.<\/p>\n<p>In this session, industry experts and thought leaders offer a look at the <strong class=\"text-orange\">most important customer experience trends of 2023<\/strong>.<\/p>\n<p>[\/vc_column_text][vc_row_inner disable_element=&#8221;yes&#8221; css=&#8221;.vc_custom_1678361116960{border-top-width: 10px !important;border-right-width: 10px !important;border-bottom-width: 10px !important;border-left-width: 10px !important;padding-top: 10px !important;padding-right: 5px !important;padding-bottom: 5px !important;padding-left: 5px !important;background-color: #f4f4f4 !important;border-left-color: #f4f4f4 !important;border-left-style: solid !important;border-right-color: #f4f4f4 !important;border-right-style: solid !important;border-top-color: #f4f4f4 !important;border-top-style: solid !important;border-bottom-color: #f4f4f4 !important;border-bottom-style: solid !important;border-radius: 2px !important;}&#8221;][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-time-management text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p style=\"padding-left: 40px;\">North America January 4, 2023<\/p>\n<\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-time-management text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p style=\"padding-left: 40px;\">Europe, Middle East &amp; Africa\u00a0 January 5, 2023<\/p>\n<\/div><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;]<div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-time-management text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p style=\"padding-left: 40px;\">Asia-Pacific January 5, 2023<\/p>\n<\/div><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h6 class=\"text-blue font-swb\">Join us to learn how these trends will define the future:<\/h6>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-ai-acronym text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p>Advanced analytics and AI-powered orchestration will reshape the customer experience<\/p>\n<\/div><\/div><\/div><div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-mobile-laptop text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p>Transformational technology will deliver unprecedented simplicity, efficiency and agility<\/p>\n<\/div><\/div><\/div><div class=\"component icon-list w-100  horizontal text-start\"><div class=\"row no-gutters p-0 m-0\"><div class=\"col-md-1 me-auto\"><i class=\"mb-1 icon-size-regular fak fa-gen-people-3 text-light-blue\"><\/i><\/div><div class=\"col-md-10\"><p>A reimagined employee experience will drive enduring business resilience<\/p>\n<\/div><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7011T000001Yt11QAC\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-gb\/resources\/six-cx-trends-for-2023\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/461321\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/461321\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"461321\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Centre Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations\/Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch Now!\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch Now!\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h2 class=\"font-swb\" style=\"text-align: center;\">Meet the Speakers<\/h2>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=&#8221;.vc_custom_1668710220914{padding-bottom: 20px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458438 size-full\" src=\"https:\/\/www.genesys.com\/media\/Rebecca-Wetterman-Round-3.png\" alt=\"\" width=\"105\" height=\"105\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Rebecca Wetteman<\/strong><br \/>\nCEO and Principal Analyst<br \/>\nValoir<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1668790369433{padding-bottom: 20px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458709 size-full\" src=\"https:\/\/www.genesys.com\/media\/Lori-Bocklund-Round-2.png\" alt=\"\" width=\"105\" height=\"105\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Lori Bocklund<br \/>\n<\/strong>Founder and President<br \/>\nStrategic Contact<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1669823834280{padding-bottom: 20px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-459716 \" src=\"https:\/\/www.genesys.com\/media\/Phoebe-M-Asquith.png\" alt=\"\" width=\"110\" height=\"114\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Phoebe Asquith<br \/>\n<\/strong>Lead Psychologist and Wellbeing Consultant<br \/>\nSabio Group<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1668699600266{padding-bottom: 20px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458710 size-full\" src=\"https:\/\/www.genesys.com\/media\/Dr.-Natalie.png\" alt=\"\" width=\"105\" height=\"105\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Dr. Natalie Petouhoff<br \/>\n<\/strong>Senior Strategic Business Consultant Director<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1669987748247{padding-bottom: 20px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-459145 \" src=\"https:\/\/www.genesys.com\/media\/Ron-Rubbico-1.png\" alt=\"\" width=\"110\" height=\"110\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Ron Rubbico<br \/>\n<\/strong>General Manager of Journey Analytics<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1669828365165{padding-bottom: 20px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-459733 \" src=\"https:\/\/www.genesys.com\/media\/David-Wasserman.png\" alt=\"\" width=\"112\" height=\"112\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>David Wasserman<br \/>\n<\/strong>Senior Director of Product Marketing<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1668700456731{padding-bottom: 20px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458414\" src=\"https:\/\/www.genesys.com\/media\/Claire-Beatty-modified-300x300.png\" alt=\"\" width=\"105\" height=\"105\" srcset=\"https:\/\/www.genesys.com\/media\/Claire-Beatty-modified-300x300.png 300w, https:\/\/www.genesys.com\/media\/Claire-Beatty-modified-144x144.png 144w, https:\/\/www.genesys.com\/media\/Claire-Beatty-modified.png 400w\" sizes=\"(max-width: 105px) 100vw, 105px\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Claire Beatty<br \/>\n<\/strong>Senior Director of Thought Leadership<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1668790207171{padding-bottom: 20px !important;}&#8221;]<\/p>\n<table style=\"border-collapse: collapse; width: 100%;\">\n<tbody>\n<tr>\n<td style=\"width: 35.6153%;\"><img decoding=\"async\" class=\"alignnone wp-image-458415\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-Podcast-Image-1-modified-300x300.png\" alt=\"\" width=\"105\" height=\"105\" srcset=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-Podcast-Image-1-modified-300x300.png 300w, https:\/\/www.genesys.com\/media\/Ginger-Conlon-Podcast-Image-1-modified-144x144.png 144w, https:\/\/www.genesys.com\/media\/Ginger-Conlon-Podcast-Image-1-modified.png 714w\" sizes=\"(max-width: 105px) 100vw, 105px\" \/><\/td>\n<td style=\"width: 64.3847%;\"><strong>Ginger Conlon<br \/>\n<\/strong>Director of Thought Leadership<br \/>\nGenesys<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>[\/vc_column_text][\/vc_column][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_row_inner][vc_column_inner][vc_column_text] Coming soon [\/vc_column_text][vc_column_text] Forecasting the future of CX: Six trends for 2023 [\/vc_column_text][vc_column_text]How to stay competitive in today\u2019s climate[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text] In uncertain times, it can be hard to see what lies ahead \u2014 and even harder to prepare for it. But amid today\u2019s volatility, some trends are clear. Understanding them will give you a [&hellip;]<\/p>\n","protected":false},"author":932,"featured_media":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-461321","webinars","type-webinars","status-publish","hentry"],"acf":{"asset_expiration":"","resource_next_steps":[{"ID":393023,"post_author":"49","post_date":"2025-09-10 08:00:40","post_date_gmt":"2025-09-10 15:00:40","post_content":"","post_title":"Gartner\u00ae Magic Quadrant\u2122 for Contact Centre as a Service","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"gartner-magic-quadrant-for-contact-center-as-a-service","to_ping":"","pinged":"","post_modified":"2025-09-11 12:56:08","post_modified_gmt":"2025-09-11 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Top CX Trends for 2022 and Beyond<\/h1>\r\nWinning in today\u2019s experience economy requires delivering empathy at scale to customers and employees. To accelerate this transformation, we\u2019ve identified eight major trends in customer experience (CX) and employee experience that will drive businesses in 2022 and beyond.\r\n\r\nIn this report, leaders from Genesys, our ecosystem partners and industry analysts share how these eight trends \u2014 spanning platforms, data, personalisation, metrics and talent \u2014 will reshape their strategic agendas and yours. We explore what these trends mean for your business, the benefits of getting ahead of them \u2014 and the risks of being left behind.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" elemental_order=\"order-2\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"415005\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-white\" m_background_color=\"bgc-white\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" el_id=\"socx21-panel-nav\"][vc_row content_placement=\"middle\" el_class=\"socx21-panel-nav\" css=\".vc_custom_1633036116037{padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_column][vc_column_text css=\".vc_custom_1633036374284{margin-bottom: 0px !important;padding-bottom: 0px !important;}\"]\r\n<h3 class=\"text-navy\" style=\"text-align: center;\">Navigate the trends<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" css=\".vc_custom_1633038389722{margin-top: -2.167rem !important;padding-top: 0px !important;}\"][vc_column width=\"1\/2\" el_class=\"stack-one\"][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-1|title:By%20John%20Gamberoni%2C%20Accenture\" media=\"416308\"]\r\n<h4>1. Contact centre to engagement centre<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-2|title:By%20Bruce%20Temkin%2C%20Qualtrics%20XM%20Institute\" media=\"416538\"]\r\n<h4>2. CX metrics aligned to value\u200b<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-3|title:By%20Don%20Peppers%2C%20CX%20Speakers\" media=\"416533\"]\r\n<h4>3. Personalised end-to-end journeys<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-4|title:By%20Brett%20Weigl%2C%20Genesys\" media=\"416539\"]\r\n<h4>4. AI builds customer empathy<\/h4>\r\n[\/component_card][\/vc_column][vc_column width=\"1\/2\" el_class=\"stack-two\"][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-5|title:By%20Shantanu%20Misra%2C%20Google\" media=\"416543\"]\r\n<h4>5. Fair exchange: Data for experience<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-6|title:By%20David%20Allison%2C%20The%20Valuegraphics%20Project\" media=\"416540\"]\r\n<h4>6. Human values drives workforce engagement<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-7|title:By%20Mila%20D%E2%80%99Antonio%2C%20Omdia\" media=\"416541\"]\r\n<h4>7. CX becomes a talent hub<\/h4>\r\n[\/component_card][component_card format=\"horizontal\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Ftop-cx-trend-8|title:By%20Olivier%20Jouve%2C%20Genesys%20Cloud\" media=\"416542\"]\r\n<h4>8. 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You\u2019re all set.<\/p>\n<p><span data-contrast=\"none\">On January 4th \/ January 5th, you\u2019ll receive an email with a link to the interactive webinar that you can watch on demand. Please be sure to add <\/span><strong>@email.genesys.com<\/strong> to your safe sender list to ensure successful email delivery of all communications about this event. In the meantime, check out the resources below.<\/p>\n","meta_description":"Join us on January 4, 2023, to hear from industry experts and thought leaders as they look ahead at the most important CX trends of 2023. 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