{"id":593374,"date":"2025-10-13T12:06:20","date_gmt":"2025-10-13T19:06:20","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=593374"},"modified":"2026-02-10T07:01:40","modified_gmt":"2026-02-10T15:01:40","slug":"empathic-cx-in-the-age-of-ai-eu-compliance-sovereignty-and-agentic-ai-innovation","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/empathic-cx-in-the-age-of-ai-eu-compliance-sovereignty-and-agentic-ai-innovation","title":{"rendered":"Empathic CX in the Age of AI: EU Compliance, Sovereignty and Agentic AI Innovation"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<strong>On-demand webinar<\/strong>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;.vc_custom_1757690635131{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1>Empathic CX in the Age of AI: EU Compliance, Sovereignty and Agentic AI Innovation<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Independent consultant Chris Lewis interviews Genesys leaders to explore how the convergence of the EU AI Act, GDPR and the EU Accessibility Act is reshaping customer experience in the experience economy\u2014creating challenges and new opportunities for delivering personalised, empathetic engagement through responsible AI.[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=&#8221;&#8221;]As AI reshapes customer experience across industries, organisations face a complex regulatory landscape while striving to deliver more empathic personalised interactions. Join industry experts as we explore how the convergence of the EU AI Act, GDPR, and the EU Accessibility Act creates both challenges and unprecedented opportunities for transforming customer experience through responsible AI deployments<\/p>\n<h4><strong>By the end of this session, you&#8217;ll have a clear roadmap for:<\/strong><\/h4>\n<ul>\n<li>Implementing AI-powered customer experiences that meet all three regulatory frameworks<\/li>\n<li>Preparing your organisation for the evolving European regulatory landscape and new sovereignty coming<\/li>\n<li>Leveraging agentic AI to reduce operational costs while improving customer satisfaction<\/li>\n<li>Building competitive advantage through compliant, inclusive CX innovation<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/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\" 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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\" 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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<h3 style=\"text-align: center;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;593375&#8243; css=&#8221;&#8221; src=&#8221;https:\/\/www.genesys.com\/media\/ClaireBeatty_Genesys.jpeg&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Chris Lewis<\/strong><\/p>\n<p style=\"text-align: center;\">Founder of <strong>Lewis Insight<\/strong> and <strong>The Great Telco Debate<\/strong>,<\/p>\n<p style=\"text-align: center;\">Independent Telecoms Industry and Accessibility Analyst, Strategic Advisor, and Public Speaker<\/p>\n<p style=\"text-align: center;\"><strong>Lewis Sight Consultancy<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;586050&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Steve Barratt<\/strong><\/p>\n<p style=\"text-align: center;\">AI &amp; Digital Sales Specialist<\/p>\n<p style=\"text-align: center;\"><strong>Genesys<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;593376&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Yasser Yoshua Wardasbi<\/strong><br \/>\nSenior Program Manager &#8211; EU Sovereign Cloud<br \/>\n<strong>Genesys<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;598661&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Rashid Shabbir<\/strong><br \/>\nPrincipal Security Architect<br \/>\n<strong>Genesys<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]On-demand webinar[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;.vc_custom_1757690635131{margin-bottom: 20px !important;}&#8221;] Empathic CX in the Age of AI: EU Compliance, Sovereignty and Agentic AI Innovation [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Independent consultant Chris Lewis interviews Genesys leaders to explore how the convergence of the EU AI Act, GDPR and the EU Accessibility Act is reshaping customer experience in the experience economy\u2014creating challenges and [&hellip;]<\/p>\n","protected":false},"author":1160,"featured_media":614048,"template":"","tax_priority":[54],"tax_contenttheme":[14850,14912,14913],"tax_bundle":[15302,15273],"tax_contenttheme2":[16107,16140,16161,16186],"tax_capability_sitewide":[16209,16242,18168,16260,16315],"tax_products_programs":[17531],"tax_buying_job":[16658,16680,16735,16829],"tax_buyer_persona":[16881,16900],"tax_sector":[16937,16954,16997,17005,17030,17066],"tax_segment":[17096,17121,17123],"class_list":["post-593374","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-improve-customer-experience-en-gb","tax_contenttheme-improve-employee-experience-en-gb","tax_contenttheme-level-up-your-technology-en-gb","tax_bundle-employee-experience-en-gb","tax_bundle-genesys-ai-en-gb","tax_contenttheme2-grow-your-business-en-gb","tax_contenttheme2-improve-customer-experience-en-gb","tax_contenttheme2-improve-employee-experience-en-gb","tax_contenttheme2-level-up-your-technology-en-gb","tax_capability_sitewide-ai-and-automation-en-gb","tax_capability_sitewide-analytics-and-reporting-en-gb","tax_capability_sitewide-cloud-migration-en-gb","tax_capability_sitewide-digital-en-gb","tax_capability_sitewide-integrations-en-gb","tax_products_programs-genesys-cloud-cx-en-gb","tax_buying_job-job-2-solution-exploration-en-gb","tax_buying_job-job-3-requirements-building-en-gb","tax_buying_job-job-5-validation-en-gb","tax_buying_job-job-9-pain-disruption-management-en-gb","tax_buyer_persona-business-en-gb","tax_buyer_persona-technical-en-gb","tax_sector-financial-en-gb","tax_sector-healthcare-en-gb","tax_sector-industrial-en-gb","tax_sector-public-en-gb","tax_sector-retail-en-gb","tax_sector-technology-en-gb","tax_segment-enterprise-en-gb","tax_segment-midsized-en-gb","tax_segment-smb-en-gb","tax_content_type-video-en-gb","tax_set-video"],"acf":{"utm_pass":true,"asset_expiration":"","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"meta_title":"","meta_description":"Independent consultant Chris Lewis interviews Genesys leaders to explore how the convergence of the EU AI Act, GDPR and the EU Accessibility Act is reshaping customer experience in the experience economy\u2014creating challenges and new opportunities for delivering personalized, empathetic engagement through responsible AI.","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","is_zoom":false,"get_started_config":"default","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"w_tycontent":"","next_steps_type":"default","ns_title":"Additional Resources","ns_subtitle":"","resource_next_steps":[{"ID":585382,"post_author":"1117","post_date":"2025-07-16 03:55:52","post_date_gmt":"2025-07-16 10:55:52","post_content":"[vc_section][vc_row][vc_column][vc_column_text css=\"\" el_class=\"d-none\"]<span style=\"font-weight: 400;\">Artificial intelligence (AI) has worked its way into nearly every aspect of our lives \u2014 work and social. So, we need a legal framework to help ensure that it\u2019s used correctly \u2014 and in the best interest of all parties. <\/span>[\/vc_column_text][vc_column_text css=\"\"]<em><strong>This blog was written by Chris Lewis, Founder of Lewis Insight and The Great Telco Debate, Independent Telecoms Industry and Accessibility Analyst, Strategic Advisor, and Public Speaker.<\/strong><\/em>\r\n\r\n<span style=\"font-weight: 400;\">Artificial intelligence (AI) has worked its way into nearly every aspect of our lives \u2014 work and social. So, we need a legal framework to help ensure that it\u2019s used correctly \u2014 and in the best interest of all parties. This includes not only the large language models (LLMs) being generated throughout the world, but also the locally generated models and retrieval-augmented generated (RAG) models, specific to a particular company or market. For the telecoms industry, this means that everything \u2014 from the operations of the networks through to the customer experience \u2014 will be significantly reshaped as AI finds its level in all parts of the business.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This article looks at how the rise of AI and enforcement of various regulations, such as GDPR, the <a href=\"https:\/\/artificialintelligenceact.eu\/\" target=\"_blank\" rel=\"noopener\">EU AI Act<\/a> and the <a href=\"https:\/\/accessible-eu-centre.ec.europa.eu\/content-corner\/news\/eaa-comes-effect-june-2025-are-you-ready-2025-01-31_en\" target=\"_blank\" rel=\"noopener\">EU Accessibility Act<\/a> can help to create an enhanced and more inclusive customer experience.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">GDPR legislation has impacted our businesses globally and AI is set to experience a similar treatment with legislation through the EU AI Act. Regulations often cause the technology industry to roll its eyes and question its validity. However, because AI cuts across every aspect of the way in which we run companies and manage customers, there\u2019s an absolute need to have a legal framework within which AI is going to be used and managed by all stakeholders. The EU AI Act will be essential for helping to put guardrails in place, as well as the right infrastructure, architecture, program management and, of course, a financial model.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">The Proposed Structure of the EU AI Act<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Formalised in 2024, and with a staggered implementation into 2026, the EU AI Act identifies four levels of risk against which AI should be measured.<\/span>[\/vc_column_text][omnitable][omnitable_row headerrow=\"header-row\"][omnitable_col]<strong>Risk<\/strong>[\/omnitable_col][omnitable_col]<strong>Example<\/strong>[\/omnitable_col][\/omnitable_row][omnitable_row][omnitable_col]Unacceptable risk (prohibited)[\/omnitable_col][omnitable_col]\r\n<ul>\r\n \t<li>Social scoring by authorities<\/li>\r\n \t<li>Subliminal or manipulative AI that harms vulnerable people<\/li>\r\n \t<li>Real-time remote biometric identification in public spaces<\/li>\r\n<\/ul>\r\n[\/omnitable_col][\/omnitable_row][omnitable_row][omnitable_col]High risk (permitted under strict regulation):[\/omnitable_col][omnitable_col]\r\n<ul>\r\n \t<li>Critical infrastructure (e.g., transport, energy)<\/li>\r\n \t<li>Education (e.g., grading systems)<\/li>\r\n \t<li>Employment and HR, Law enforcement<\/li>\r\n \t<li>Migration, and justice<\/li>\r\n \t<li>Health care diagnostics<\/li>\r\n<\/ul>\r\n[\/omnitable_col][\/omnitable_row][omnitable_row][omnitable_col]Limited risk [\/omnitable_col][omnitable_col]\r\n<ul>\r\n \t<li>Subject to transparency obligations (e.g., users must be informed when interacting with an AI system like a chatbot).<\/li>\r\n<\/ul>\r\n[\/omnitable_col][\/omnitable_row][omnitable_row][omnitable_col]Minimal risk [\/omnitable_col][omnitable_col]No specific obligations[\/omnitable_col][\/omnitable_row][\/omnitable][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">Requirements against the \u201cHigh risk\u201d category, where telecoms sits, include:<\/span>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Robust risk management<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">High-quality training data<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Human oversight<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Technical documentation<\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">Conformity assessments and market monitoring include the following:<\/span>\r\n<ul>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Transparency and accountability<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Users must be informed when AI is used<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Decisions affecting rights must be explainable<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providers of foundation models (e.g., LLMs) must disclose AI-generated content<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">In short, the EU AI Act is designed to preserve jobs and human oversight, while enabling innovation and economic growth. The telecom industry is one where the critical nature of the infrastructure means it will be under scrutiny as to how it uses AI.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">It\u2019s known that legislation almost always lags behind market activity. The potential impact on peoples\u2019 jobs is evident, as is the changing nature of how we do business and live our lives. However, there are some schools of thought that there\u2019s hesitance in replacing humans because trust in machines is still low.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">For the telecom industry, which faces the dual threats of needing to reduce operational expenditure on the one hand and poor customer experience on the other, AI comes at a very fortuitous time. AI\u2019s ability to take enormous workloads and datasets and deliver outcomes both inside the network operations as well as in the customer-facing parts of the business, means it can help to transform telcos, which are generally conservative and risk-averse companies, into more customer-focused and efficient organisations.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">The Right Data in the Right Place<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Much of the industry discussion is around how LLMs as well RAG models will refine the process, remove more bias, and get closer to the answers and outcomes we require. This assumes that the data upon which the original models are built as well as subsequent models and in-organisation refinements like RAG are all clean. This is blatantly not the case today.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Many departments and lines of business fiercely guard what they believe to be their data and insight into customers or operations. Without a corporate-level view of data, cleaning that data and making that data accessible to all departments to produce the most appropriate outcome for the business and the customer, there\u2019s a never-ending barrier to the success of AI deployments.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">So, cleaning up and opening resulting data to the business must take place in order to allow the thousand blooming flowers of AI initiatives to flourish. Similar to cloud deployments in IT departments in the past, <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-future-of-cx-how-ai-will-redefine-customer-experiences-in-2025\" target=\"_blank\" rel=\"noopener\">AI is springing up in every niche part of the business<\/a>.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">A framework for understanding where these buds are appearing must be in place to avoid significant data leakage \u2014 and to help ensure that rogue agents aren\u2019t sweeping through a company and mopping up critical data while running amuck. Hence, governance within every organisation \u2014 and the ability to identify where AI activity is taking place \u2014 are prerequisites for securing the business. This can also allow innovation to thrive in the emerging environment.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Geopolitical Issues and Sovereignty<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Geographical differences have always played a major role in the telecoms industry. As analysts, we roll things up into global trends. But the telecom industry is now heading in the opposite direction and going local. This is in contrast to the trend of hyperscalers, device manufacturers and other technology companies taking on the mantle of global players.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Recent geopolitical activities have focused many countries on how to build and protect a sovereign position based on the right infrastructure to support AI initiatives as well as fostering innovation and economic activity for their country. The fact that local data will likely remain local, and not available to the global models for ingestion or inference, presents both a potential barrier and an opportunity.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">National AI factories are beginning to appear and local services aimed at providing national or regional support will thrive. Protecting intellectual property and stimulating economic activity will be a prerequisite for governments and business alike.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">It should also be noted that this is European legislation, but that it has an impact on any non-European businesses wanting to do business inside the EU.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">The European Accessibility Act<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">In parallel with the EU AI Act is the imminent arrival of the EU Accessibility Act, which comes into force at the end of June 2025. As the name suggests, the legislation is focused around ensuring that all interfaces and communications with customers are accessible to all. This aims to allow for equal access and interaction on the terms of the user rather than of platforms or technologies dictated by the provider of the service.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The European Accessibility Act applies to internal operational systems to allow access to management systems, call logs and all activities \u2014 regardless of any disability or impairment.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Marrying the EU AI Act with the European Accessibility Act<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">This marriage comes about partly due to the timing of both pieces of legislation, but also from the perspective of aiming to ensure that all systems and services are accessible. This is the compelling appeal of <a href=\"https:\/\/www.genesys.com\/blog\/post\/what-inclusive-design-can-teach-us-about-customer-experience\" target=\"_blank\" rel=\"noopener\">Inclusive Design<\/a>, where all user types and permutations are baked into an offering from the start, rather than being bolted on as a clunky and often ineffective add-on.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Customer Experience and Identity<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Companies go to great lengths to assure us that personal data isn\u2019t used in <a href=\"https:\/\/www.genesys.com\/en-gb\/article\/genesys-cloud-ai-ethics\" target=\"_blank\" rel=\"noopener\">training AI models<\/a> and create inference. While this is key in terms of not abusing personal data, there is a question around identity and how the knowledge of a person\u2019s circumstances will help in delivering the right service in the right format.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">As a blind person I know that I will get better service if the agent I\u2019m dealing with (human or AI) is aware of my limitations in seeing web pages, navigating apps or interacting via various channels. But balancing that personalisation versus protecting the individual\u2019s privacy is a tricky line to tread.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">If bias remains in the system, then the prejudice is only likely to be amplified. However, if bias has been removed at all stages, then the benefits of identity playing a key role in offering the most appropriate interaction, product offering or problem resolution should justify sharing of personal information.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">After all, AI is especially capable at translating between different channels, let alone languages.\u00a0 However, the use of data falls mainly under <a href=\"https:\/\/all.docs.genesys.com\/System\/General_Data_Protection_Regulation\" target=\"_blank\" rel=\"noopener\">GDPR legislation<\/a> \u2014 not the EU AI Act.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Who Supports Users?<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Phrases like customer experience, customer journey and Voice of the Customer are often used in the telecoms industry. However, as one former Group CIO of a European telco said, \u201cFor telcos, customers are an abstract concept.\u201d<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This means that, historically, the customer hasn\u2019t been the focus of the industry. This is changing with many senior telco executives now acknowledging the need to be more focused on the demand side, both consumer and business as well as ecosystem partners.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">At the same time, the use of AI in nearly all corners of the ecosystem means that telcos need to understand their customers, their needs and which service best match those requirements. If the company doesn\u2019t offer the \u201cbest\u201d option for a particular customer, it\u2019s highly likely that another ecosystem player will do so.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Hence, there will be numerous AI systems analysing offerings and customer requirements \u2014 and recommending the most appropriate for the individual or business. This will remove some of the discrepancies in the telecom world, (where people remain on unsuitable tariffs) to deliver a better balance of supply and demand. Customer inertia has played a major role in the survival of many of these older tariffs, but the time has come to be more open with product recommendations.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Balancing Regulatory Risks and Fostering Inclusive Digital Ecosystems<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Nobody doubts the impact of AI. It\u2019s paramount for all industries to establish the appropriate levels of regulation to allow for innovation while helping to protect all stakeholders from misuse.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The EU AI Act will face many challenges as it attempts to build a legal framework around what is an enormous number of variables and permutations of AI activity in every business. Some suggest that establishing a set of principles around the use of AI would be more appropriate than the more prescriptive EU risk-based set of criteria.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">From a telecom perspective, the opportunities to build a more efficient network and IT environment that leverages AI is unquestionable. Perhaps even more importantly, given the relative roles of connectivity in future business models, businesses should focus on enhancing an emphatic and personalised customer experience.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Geopolitical shifts and a national focus of telcos, combined with sovereignty requirements and local AI factory infrastructure commitments, will give telcos an opportunity to build additional market presence. By harmonising obligations of the EU AI Act with EAA standards, telecom providers can help mitigate regulatory risks while fostering inclusive digital ecosystems.<\/span>\r\n\r\nTo learn more about how your company can adhere to the EU AI Act and EAA standards while fostering inclusive CX, connect with <a href=\"https:\/\/lewisinsight.com\/\" target=\"_blank\" rel=\"noopener\">Lewis Insight today.<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Connecting GDPR, the EU AI Act and the EU Accessibility Act for More Inclusive CX","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"connecting-gdpr-the-eu-ai-act-and-the-eu-accessibility-act-for-more-inclusive-cx","to_ping":"","pinged":"","post_modified":"2025-07-25 04:01:11","post_modified_gmt":"2025-07-25 11:01:11","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/connecting-gdpr-the-eu-ai-act-and-the-eu-accessibility-act-for-more-inclusive-cx","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":586522,"post_author":"1155","post_date":"2025-07-31 09:03:53","post_date_gmt":"2025-07-31 16:03:53","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">The <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/agentic-ai-the-difference-between-leading-and-lagging-in-cx\" target=\"_blank\" rel=\"noopener\">rapid ascent of agentic artificial intelligence (AI)<\/a> is transforming how businesses interact with customers and operationalise customer experience (CX) workflows. Leading enterprises are now orchestrating real-time, personalised, proactive and increasingly semi-autonomous engagements powered by AI.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The AI adoption curve has moved beyond the proof-of-concept phase. Enterprises now expect AI to deliver tangible business outcomes, a competitive advantage and <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/discovering-the-business-value-of-ai-a-new-model-for-growth\" target=\"_blank\" rel=\"noopener\">proven ROI<\/a>. But while the opportunities are vast, so are the risks.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">For technical leaders a new \u201cdual mandate\u201d has emerged: Innovate and protect. Organisations must now deliver AI-powered CX innovation at scale while also managing an expanding range of risks including compliance violations, geopolitical instability, AI-driven cyberattacks, data breaches and operational downtime.<\/span><span style=\"font-weight: 400;\">\r\n<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In this high-stakes environment, responsible CX practices can no longer remain in the background. They're now mission critical. As innovation accelerates, the need to embed responsibility and accountability into every layer of the customer experience has never been more important.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">The Dual Mandate: Innovate and Protect<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">The pressure to innovate is real. The competitive landscape demands more automated yet personalised customer experiences; and AI is the key enabler. According to<\/span> <a href=\"https:\/\/www.gartner.com\/en\/articles\/top-technology-trends-2025\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gartner<\/span><\/a><sup><span style=\"font-weight: 400;\">\u00ae<\/span><\/sup><span style=\"font-weight: 400;\">, \u201cby 2028, at least 15% of day-to-day work decisions will be made autonomously through agentic AI, up from 0% in 2024\u201d<\/span><sup><span style=\"font-weight: 400;\">1<\/span><\/sup><span style=\"font-weight: 400;\">. This marks a massive leap from today\u2019s baseline and signals the dawn of AI decision-making at scale.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">However, rushing AI implementation without adequate safeguards creates significant vulnerabilities. And none is more damaging than the erosion of customer trust.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_single_image image=\"585884\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">This transition to agentic AI demands rigorous governance and <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/article\/genesys-cloud-ai-ethics\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">ethical AI<\/span><\/a><span style=\"font-weight: 400;\"> oversight. CXOs who are responsible for technology and compliance must ensure AI is reliable, transparent, fair and explainable \u2014 while meeting security and privacy standards.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Adding to this complexity, the very data that powers these intelligent systems is a target for increasingly sophisticated threats. Adversaries are now leveraging AI to automate attacks, enhance phishing campaigns and even adapt their tactics in real-time. This necessitates a proactive and adaptive security posture, ideally one that leverages AI for detection and defense.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The reality is AI-powered systems are now considered critical infrastructure. When customer-facing AI services fail, the impact cascades through entire customer journeys, making redundancy and rapid recovery capabilities essential.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Resilience planning must now include AI system availability alongside other critical CX systems. This change is reflected in regulations like Europe\u2019s<\/span> <a href=\"https:\/\/digital-strategy.ec.europa.eu\/en\/policies\/nis2-directive\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Network and Information Security 2 (NIS2)<\/span><\/a><span style=\"font-weight: 400;\"> Directive and the<\/span> <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/navigating-compliance-with-the-digital-operational-resilience-act\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Digital Operational Resilience Act (DORA)<\/span><\/a><span style=\"font-weight: 400;\">, which demand clear AI risk management disclosures and operational resilience.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">AI innovation shows no signs of slowing. CXOs must solve a difficult equation: How can we move fast and stay safe?<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Move too cautiously and risk disruption by those who charge forward. Deploy AI without safeguards and risk reputational, operational and regulatory fallout.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_single_image image=\"585886\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Rising Headwinds: Regulation and Geopolitics<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">It\u2019s not just about technology. The regulatory and geopolitical landscape is creating new constraints on how and where enterprises operate.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Nowhere is this pressure more visible than in the compliance landscape taking shape globally. It\u2019s evolving faster than most enterprises can adapt with frameworks like the<\/span> <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/understanding-your-role-in-the-eu-ai-act-and-dora-compliance\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">EU AI Act<\/span><\/a><span style=\"font-weight: 400;\"> and ISO\/IEC 42001 setting the baseline for responsible AI, while regulations like GDPR <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/navigating-the-new-era-of-security-privacy-and-compliance\" target=\"_blank\" rel=\"noopener\">enforce strict data privacy and governance standards<\/a>.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">One of the most significant regulatory shifts is the rise of sovereignty-focused mandates that are redefining how organisations operate across regions, including how they architect and scale CX. Driven by national security, digital sovereignty and economic protectionism, governments worldwide are tightening the rules around where customer data can be stored, processed and accessed.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">A recent<\/span> <a href=\"https:\/\/www.mckinsey.com\/capabilities\/mckinsey-digital\/our-insights\/risk-rebalancing-five-important-geopolitical-risk-questions-for-cios\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">McKinsey &amp; Company article<\/span><\/a><span style=\"font-weight: 400;\"> cites that more than 70% of countries have their own data protection laws and privacy laws. Increasingly, sovereignty directives are reaching further into who controls the data and where those people and entities are based. These far-reaching mandates have given rise to \u201csovereign clouds.\u201d\u00a0\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This geopolitical fragmentation, notably regulatory obligations, introduces friction that can slow down and complicate CX transformation. IT leaders now devote significant time to vendor architecture discussions, examining where data flows, which jurisdictions have access to and contingency planning for when regulations change.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Today\u2019s reality is that regulatory compliance is reshaping how CX solutions are built and deployed. Delivering customer experience at scale isn\u2019t just a technology challenge; it\u2019s increasingly an architectural and governance one as well.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Five Non-Negotiable Priorities for Responsible CX<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Delivering AI-powered customer experiences at scale requires more than technical capability. It demands a strategic approach that accounts for<\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/company\/trust\"><span style=\"font-weight: 400;\"> trust<\/span><\/a><span style=\"font-weight: 400;\">, risk, regulation and resilience from the start.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The following imperatives represent non-negotiable priorities for CX leaders navigating this complexity.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">1. Build Security in from the Ground Up<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">Security must be integrated across every layer of the CX platform from infrastructure and applications to identity, data and threat detection. As cyberattacks grow more targeted and complex, embedded controls and real-time monitoring are essential. Partner with vendors that demonstrate mature security practices through third-party certifications like ISO\/IEC 27001, SOC 2 and regional equivalents (e.g., C5, IRAP, ENS High). These credentials aren\u2019t optional, they\u2019re a prerequisite.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">2. Demand Transparency and Oversight in AI<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">As AI systems gain autonomy, the decisions they make \u2014 and the data that shapes them \u2014 carry real regulatory and reputational consequences. CX leaders need clear visibility into how models are trained, how data is sourced and secured and how bias is monitored and mitigated for representational equity across languages, regions and demographics. Work with partners who publish their<\/span> <a href=\"https:\/\/www.genesys.com\/en-gb\/article\/genesys-cloud-ai-ethics\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">AI ethics principles<\/span><\/a><span style=\"font-weight: 400;\">, provide explainability tools like AI model cards and offer governance controls as standard.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">3. Strengthen Data Privacy and Governance<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">With data privacy laws evolving rapidly across jurisdictions, CX systems must provide full control over where data is stored, how it moves and who can access it. This goes beyond compliance. It\u2019s foundational to earning customer trust and maintaining brand credibility. Strong governance also ensures organisations understand how customer data feeds into AI models, enabling more transparent and responsible outcomes.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">4. Engineer for Operational Resilience<\/span><span style=\"font-weight: 400;\">\r\n<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">Even brief downtime can disrupt critical customer journeys and damage loyalty. That\u2019s why responsible CX requires platforms designed for high availability, elastic scalability and seamless updates. Evaluate providers on their ability to meet SLA commitments, maintain global redundancy, and offer public visibility into system status and incident history. Reliability should never be a black box.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">5. Align and Empower Cross-Functional Stakeholders<\/span><span style=\"font-weight: 400;\">\r\n<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">Responsible CX is a shared responsibility, and it doesn\u2019t belong to IT alone. Legal, compliance, privacy, security, operations and customer-facing teams all play critical roles in managing AI risk and ensuring accountability. Establish a governance framework with clear executive sponsorship, defined roles and joint ownership across teams to break silos and scale responsibly.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_single_image image=\"585887\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">You Can\u2019t Bolt on Trust at the Finish Line<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">The organisations poised to lead in the agentic era aren\u2019t choosing between innovation and trust. They\u2019re advancing both as inseparable drivers of growth.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">As AI accelerates, the dual mandate to innovate and protect demands that responsibility and accountability move from the background to the foundation. Governance should be a core operating model that puts transparency, security, privacy and resilience on equal footing with speed and scale.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">By bringing responsibility into the spotlight, organisations position themselves to deploy AI with confidence, adapt quickly, lead with integrity and earn lasting customer trust.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Ready to assess your current CX architecture or evaluate a new AI-Powered Experience Orchestration platform? <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/accelerate-customer-experiences-with-genesys-cloud-ai\" target=\"_blank\" rel=\"noopener\">Explore how Genesys Cloud\u2122 AI<\/a> allows you to strategically and securely <\/span><span style=\"font-weight: 400;\">automate and optimise your entire customer experience.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<em><sup><span style=\"font-weight: 400;\">1 <\/span><\/sup><span style=\"font-weight: 400;\">Source: Gartner Article, 2025 Top Strategic Technology Trends, Gene Alvarez, October 21, 2024<\/span><\/em>\r\n\r\n<em><span style=\"font-weight: 400;\">\u00a0<\/span><span style=\"font-weight: 400;\">GARTNER is a registered trademark and service mark of Gartner, Inc. and\/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.<\/span><\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Responsible CX: Solving the Speed and Safety Equation for AI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"responsible-cx-solving-the-speed-and-safety-equation-for-ai","to_ping":"","pinged":"","post_modified":"2025-07-31 09:30:28","post_modified_gmt":"2025-07-31 16:30:28","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/responsible-cx-solving-the-speed-and-safety-equation-for-ai","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":579001,"post_author":"1167","post_date":"2025-06-25 07:24:54","post_date_gmt":"2025-06-25 14:24:54","post_content":"[vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">Data privacy regulations are evolving across jurisdictions and countries and increasing in their scope. At the same time, artificial intelligence (AI) is accelerating risk exposure. This can put organisations under pressure to not only protect their environments but also prove that they\u2019re doing so. That requires more than just putting an \"X\" in your compliance checkbox.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Security, privacy and compliance concerns are operational realities. Regulatory frameworks like the <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/understanding-your-role-in-the-eu-ai-act-and-dora-compliance\" target=\"_blank\" rel=\"noopener\">EU AI Act<\/a>, <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/navigating-compliance-with-the-digital-operational-resilience-act\" target=\"_blank\" rel=\"noopener\">Digital Operational Reliance Act (DORA)<\/a>, <a href=\"https:\/\/www.genesys.com\/trust\/gdpr\" target=\"_blank\" rel=\"noopener\">EU GDPR<\/a>, EU Data Act, Health Insurance Portability and Accountability Act (HIPAA) and the California Consumer Privacy Act (CCPA) require demonstrable compliance \u2014 and enforcement is escalating. A data breach today doesn\u2019t only result in financial penalties; it could damage a company\u2019s reputation and trigger customer flight in an era where switching providers is easier than ever.<\/span>\r\n\r\n<span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/balancing-innovation-with-responsible-ai\" target=\"_blank\" rel=\"noopener\">As businesses look to scale securely and responsibly<\/a>, several capabilities will be essential to running compliant operations. These include the ability to verify how vendors implement security controls and handle sensitive data, <a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/a-comprehensive-guide-to-genesys-cloud-ai\" target=\"_blank\" rel=\"noopener\">how AI models are trained and used<\/a>, what safeguards are in place, what documentation is available for due diligence and the vendor\u2019s approach to supporting its customers\u2019 due diligence process.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This article explains why your organisation needs user-friendly tools to help close the information gap in order to reduce risks with AI and strengthen compliance strategies.<\/span>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Increasing Adoption of Directives and Regulations<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Privacy is one of the two primary areas of the global regulatory environment. While the GDPR in the EU led the way in privacy regulations eight years ago, other regions and states are quickly catching up with their own privacy laws. This includes Australia, several countries in Asia and California.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Within the EU, several cloud providers have announced plans for EU Sovereign Cloud services. The <a href=\"https:\/\/www.genesys.com\/en-gb\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud<\/a><\/span><sup><span style=\"font-weight: 400;\">\u2122<\/span><\/sup><span style=\"font-weight: 400;\">\u00a0platform is already available in 14 core regions and Genesys has announced plans to deploy Genesys Cloud on EU Sovereign Cloud, providing our customers with more deployment options to meet regulatory and preferred compliance requirements.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Because of such strict regulations and directives, the public is increasingly aware of privacy as it relates to their digital footprint and their rights to have it secured. On top of the directives and regulations around privacy are the evolving challenges of AI, the second primary area of global regulations.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Handling Data in the Era of AI<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Public awareness of privacy rights extends to AI, and the knowledge that the information they input into an AI system could be used elsewhere. It\u2019s not necessarily private and there aren\u2019t necessarily \u201cring fenced\u201d systems protecting it.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">One of the purposes of the EU AI act is to categorise AI systems, how they can be used and their levels of risk. For example, scanning people\u2019s faces in a public place is categorised as an unacceptable risk and is therefore prohibited.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Systems categorised as high and medium risk still have transparency and other obligations, and some seemingly low-risk AI systems could fall into a higher risk category under certain use cases. Details like these are causing businesses to look more closely at the controls they need around AI.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The complexity and speed of change can make it difficult to manage controls \u2014 especially for those with limited resources. As the enforcement dates of new regulations draw closer, so does the potential risk of heavy fines. If a company hasn\u2019t kept on top of its training and education \u2014 or maybe isn\u2019t aware of every new law coming out \u2014 there can be pressure to get up to speed quickly.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Larger corporate entities and certain vertical industries, such as healthcare or financial services, tend to be better prepared for these directives because they\u2019re under more scrutiny by regulators for their management of sensitive data. But not all of them are fully prepared \u2014 and neither are many small and medium-size businesses. These smaller businesses might be going through impact assessments and trying to understand if their customer data is at risk. And if so, what do they need to do about it?<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Manually Managing Compliance Opens the Door to Risks<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Businesses are doing a lot of manual work to keep up with security, privacy and compliance regulations, especially with the increasing risks of noncompliance. In some cases, rather than mandating a data protection officer or a data privacy officer, which many businesses have, regulators are now pointing to C-level executives and board members as the liable parties if there\u2019s a breach.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">There\u2019s also mandatory training for executives. At a minimum, executives must understand the framework of what's being introduced, and that information must cascade down to the rest of the business.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In addition to the financial fines that can impact profitability, there\u2019s also a massive risk to reputation. Nobody wants their data stored at a company known for a data breach.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The speed of negative news can translate into fast and massive cancellations of a company\u2019s products and services. Month-to-month subscription models are common in consumer entertainment and other industries, making it very simple for customers to move on to your competitor. Once you\u2019ve lost trust, it can be costly to regain.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Build Customer Trust with a Vendor You Can Trust\u00a0\u00a0<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Any business looking for assistance with their compliance and security issues, should look carefully at how vendor solutions use data and the guardrails around its use. It\u2019s not enough to merely see on a vendor\u2019s website that they have a specific certification and accept a claim as validation that the vendor is compliant.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This was the driver behind the<\/span> <a href=\"https:\/\/spc.genesys.com\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Genesys Security, Privacy and Compliance (SPC) Portal<\/span><\/a><span style=\"font-weight: 400;\">, which provides up-to-date compliance documentation and certifications to our partners and direct customers \u2014 all in one central location. The portal includes attestations of compliance, penetration testing reports, Data Protection Impact Assessment (DPIA), Transfer Impact Assessment (TIA), AI model Cards (transparency reports) and best practices documentation. It also has in-depth details, including videos on topics like the encryption used by the Genesys Cloud platform, Genesys SDLC approach.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Beyond some of the use cases listed above, the SPC Portal includes a COE AI assistant to help improve efficiency and make search a better self-service experience, as it surfaces answers from multiple applicable managed sites and resources within Genesys.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Other trial tools in the Portal, available through a signed Free Trial Agreement, demonstrate how the Genesys Cloud APIs can be used to give you a deeper look into your own organisation. For example, you might use the tools to:<\/span>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\"> \u00a0 <\/span> <span style=\"font-weight: 400;\">Build reports and trends for security risks.<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\"> \u00a0 <\/span> <span style=\"font-weight: 400;\">Audit and configure alerts for monitoring security, privacy and compliance risks related to your Genesys Cloud organisation.<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\"> \u00a0 <\/span> <span style=\"font-weight: 400;\">Address data subject requests in an automated fashion.<\/span><\/li>\r\n<\/ul>\r\n<span style=\"font-weight: 400;\">Using APIs to create your own tools can help you integrate these tools within your existing compliance dashboards and portal, enabling you to simplify your regulatory compliance job.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Accessing AI Model Cards for Full Transparency<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Genesys has a long history of building security into its product development, known as security by design, versus creating products and adding security to them as an after-thought or bolt-on feature. It\u2019s how we do business. We also believe that, as a company, we shouldn\u2019t have anything to hide about how we use AI in our products, and so we provide AI model cards.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">These standardised documents explain details about how AI and data is used in our products. Genesys uses them to show how a model was built, what data it was trained on, what we do with that data, how bias is addressed within the model and what limitations or risks may apply. This helps us establish our own benchmark for transparency, and it\u2019s another way to enable customers to keep up with changing regulations.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Using Genesys Cloud, these cards let you determine how your customers\u2019 data is flowing through the platform and understand why your AI isn\u2019t putting that data into a pool of publicly available information. <a href=\"https:\/\/spc.genesys.com\/\" target=\"_blank\" rel=\"noopener\">Using the SPC Portal<\/a>, you can download these documents for all our AI products.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h3><span style=\"font-weight: 400;\">Get Fast, On-Demand and Transparent Answers<\/span><\/h3>\r\n<span style=\"font-weight: 400;\">Most of us consume information on-demand; we\u2019re used to researching and getting the information we want on our own. Why not expect the same capability for more technical needs? The <a href=\"https:\/\/spc.genesys.com\/\" target=\"_blank\" rel=\"noopener\">Genesys SPC Portal<\/a> enables customers and partners to self-serve real-time certifications, AI feature documentation and even get AI-driven vulnerability insights.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">It can save time so that you can progress faster in decision-making without an intermediate step with a rep, as well as help reduce the risk of human error in manually researching and sharing information. And when you need a deeper level of detail, you can still contact us.<\/span>\r\n\r\n<a href=\"https:\/\/spc.genesys.com\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Watch the video<\/span><\/a><span style=\"font-weight: 400;\"> and see how Genesys Cloud customers can get fast answers to critical questions about security, privacy and compliance \u2014 unique to each environment.<\/span>\r\n\r\n<em><span style=\"font-weight: 400;\"><strong>Please note:<\/strong> The Security, Privacy and Compliance Portal is available to Genesys direct customers and partners with an existing non-disclosure agreement, while usage of some selective tools requires an additional trial agreement.<\/span><\/em>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]","post_title":"Navigating the New Era of Security, Privacy and Compliance","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"navigating-the-new-era-of-security-privacy-and-compliance","to_ping":"","pinged":"","post_modified":"2025-06-25 07:29:16","post_modified_gmt":"2025-06-25 14:29:16","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/navigating-the-new-era-of-security-privacy-and-compliance","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":571582,"post_author":"49","post_date":"2025-05-13 03:47:56","post_date_gmt":"2025-05-13 10:47:56","post_content":"","post_title":"The State of Customer Experience report: Europe","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"state-of-cx-europe","to_ping":"","pinged":"","post_modified":"2025-06-23 08:46:44","post_modified_gmt":"2025-06-23 15:46:44","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=571582","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_sdate":"","w_edate":"","w_scope":"single","w_single_timezone":"","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/I82sxPTZecQ?si=-zqPWI_G9Kzghz5m\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>","enable_intellimize_api":false,"enable_global_intellimize":true,"enable_anti_flicker":false},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/593374","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1160"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/593374\/revisions"}],"predecessor-version":[{"id":599798,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/593374\/revisions\/599798"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/614048"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=593374"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=593374"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=593374"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=593374"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=593374"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=593374"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=593374"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=593374"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=593374"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=593374"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=593374"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}