{"id":596053,"date":"2025-09-29T04:12:28","date_gmt":"2025-09-29T11:12:28","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=596053"},"modified":"2025-09-29T04:14:42","modified_gmt":"2025-09-29T11:14:42","slug":"reimagine-cx-agenticai","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-gb\/webinars\/reimagine-cx-agenticai","title":{"rendered":"Reimagine Customer Experience with Agentic AI + Genesys Cloud AI"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]See Genesys in Action, On-Demand Demo Webinar[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Reimagine Customer Experience with Agentic AI + Genesys Cloud AI Studio<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Explore what agentic, proactive AI can do for your customer and employee experience[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; offset=&#8221;vc_col-sm-offset-1&#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\" 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value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/596053\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"596053\">\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 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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 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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_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h5>Experience the Future of Customer Experience with Agentic AI<\/h5>\n<p>Discover how Agentic AI\u2014powered by Genesys Cloud AI Studio and AI Guides\u2014is transforming the way brands orchestrate customer and agent experiences. Unlike conventional AI, Agentic AI doesn\u2019t just respond\u2014it guides, reasons, and acts autonomously to deliver the outcomes your business and customers care about.<\/p>\n<h6>Design, Deploy and Manage with Ease<\/h6>\n<p>With AI Studio, your business experts\u2014not only developers\u2014can create powerful, proactive customer journeys using intuitive no-code tools.<\/p>\n<h6>Meet the New Generation of AI Guides<\/h6>\n<p>AI Guides are intelligent, domain-aware agents that take initiative, reason across multiple steps, and collaborate with humans to resolve complex scenarios. See how they work hand-in-hand with agents to reduce effort and elevate every interaction.<\/p>\n<h6>Unpack the Power of Agentic AI<\/h6>\n<p>Learn how Agentic AI unites conversation orchestration, workflow automation and generative AI to go beyond chatbots and rigid scripts\u2014enabling AI to act on intent, not merely respond to inputs.<\/p>\n<h6>Insights from Genesys Experts<\/h6>\n<p>Benefit from the expert guidance shared during the interactive Q&amp;A, with practical takeaways to help you apply Agentic AI within your organisation.<\/p>\n<p>\ud83c\udfa5 Watch on demand now and take away a blueprint for leading the AI transformation in customer experience.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">Understand how organisations can use these tools to:<\/h3>\n<ul>\n<li class=\"text-20\">Improve first-contact resolution<\/li>\n<li class=\"text-20\">Enhance agent productivity and satisfaction<\/li>\n<li class=\"text-20\">Reduce operational costs<\/li>\n<li class=\"text-20\">Increase speed to market with AI solutions<\/li>\n<li class=\"text-20\">Enrich customer experience and develop customer loyalty<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]See Genesys in Action, On-Demand Demo Webinar[\/vc_column_text][vc_column_text css=&#8221;&#8221;] Reimagine Customer Experience with Agentic AI + Genesys Cloud AI Studio [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Explore what agentic, proactive AI can do for your customer and employee experience[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;] Experience the Future of Customer Experience with Agentic AI Discover how Agentic AI\u2014powered by Genesys Cloud 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04:10:51","post_date_gmt":"2025-09-24 11:10:51","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_id=\"form\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<p class=\"pre_h1\"><strong>AI Operational Excellence Webinar Series<\/strong><\/p>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h1>Beyond the Buzz: Real AI for Real CX<\/h1>\r\nFrom operating models to ethics \u2014 your roadmap to AI success.[\/vc_column_text][\/vc_column][vc_column v_align=\"flexstart\" width=\"1\/2\" css=\".vc_custom_1714147095034{padding-right: 30px !important;}\"][mktoform cid_type=\"multicid\" multicidset=\"%5B%7B%22label%22%3A%22Select%20webinar%22%7D%2C%7B%22label%22%3A%22On-Demand%20-%20Beyond%20the%20Silver%20Bullet%22%2C%22cid%22%3A%22701Ht000001CUtWIAW%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fcampaign%2Fthank-you-beyond-the-buzz-real-ai-for-real-cx%22%7D%2C%7B%22label%22%3A%22On-Demand%20-%20The%20Future%20of%20AI%20at%20Genesys%22%2C%22cid%22%3A%22701Ht000001CUtbIAG%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fcampaign%2Fthank-you-beyond-the-buzz-future-of-ai%22%7D%2C%7B%22label%22%3A%22On-Demand%20-%20Smart%20AI%20Strategy%22%2C%22cid%22%3A%22701Ht000001CVSbIAO%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fcampaign%2Fthank-you-beyond-the-buzz-smart-ai-strategy%22%7D%2C%7B%22label%22%3A%22On-Demand%20-%20CX%20as%20Code%22%2C%22cid%22%3A%22701Ht000001ebkqIAA%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fcampaign%2Fthank-you-beyond-the-buzz-cx-as-code%22%7D%5D\" cta_button=\"Watch on-demand!\" cta_header=\"Register\" cid_id=\"7014X000003AgtEQAS\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-white\" m_background_color=\"bgc-white\" full_height=\"yes\" content_placement=\"top\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][component_cta_block background_color=\"bgc-glass\" mobile_bg=\"578126\" css=\".vc_custom_1773846685834{background-image: url(https:\/\/www.genesys.com\/media\/agentic-AI_capability_CTA-block-2025.jpg?id=578126) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\" cta=\"url:%23form|title:Watch%20now!\"]\r\n<h4>AI That Scales: Strategy, Ethics and Innovation<\/h4>\r\nArtificial intelligence has the power to transform customer experience \u2014 but only when applied with the right strategy, operating model, and ethical foundation. Too often, organisations fall into the trap of treating AI as a quick fix, rather than a journey that requires alignment of people, processes, and technology.\r\n\r\nIn this webinar series, Genesys experts will cut through the hype to show how AI can deliver measurable business impact today while preparing your organisation for tomorrow. From building a sustainable AI operating model to understanding the Genesys AI roadmap and ethics principles, you\u2019ll gain the knowledge to adopt AI responsibly, scale effectively, and unlock true customer experience innovation.[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1758721760201{background-image: url(https:\/\/www.genesys.com\/media\/agentic-AI_capability_background-2025.jpg?id=578125) !important;}\" el_class=\"px-0 py-2 px-md-5 py-md-5\"][vc_row background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"rounded-lg\" css=\".vc_custom_1761671891108{padding-top: 2rem !important;padding-right: 2rem !important;padding-bottom: 2rem !important;padding-left: 2rem !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>Beyond the Silver Bullet: Building an AI Operating Model for Customer Experience Success<\/h4>\r\nToo often, organisations treat AI as a quick fix for customer experience transformation. But AI isn\u2019t plug-and-play \u2014 it\u2019s a powerful capability that requires the right operating model to generate lasting value.\r\n\r\nIn this webinar, our experts will reveal how true AI success comes from more than just technology. You\u2019ll learn how to align people, processes, and performance metrics to build a sustainable framework that drives measurable business outcomes. Discover how to unlock AI\u2019s full potential and create customer experiences that consistently deliver impact across the entire journey.[\/vc_column_text][component_button primary_cta=\"url:%23form|title:Watch%20on-demand\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][component_card background_color=\"bgc-lgray\"]<strong>Key takeaways:<\/strong>\r\n\u2022 Debunking the AI Silver Bullet Myth: Why buying AI alone won\u2019t solve your customer experience challenges.\r\n\r\n\u2022 Aligning People and Processes: How to prepare your teams and workflows to fully leverage AI capabilities.\r\n\r\n\u2022 Measuring What Matters: Setting the right success metrics to track and prove the value of your AI investment.\r\n\r\n\u2022 Creating a Sustainable AI Operating Model: Building a framework that evolves with your business and customers.[\/component_card][\/vc_column][\/vc_row][vc_row background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"rounded-lg\" css=\".vc_custom_1765293233096{padding-top: 2rem !important;padding-right: 2rem !important;padding-bottom: 2rem !important;padding-left: 2rem !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>The Future of AI at Genesys: Vision, Roadmap and Ethics<\/h4>\r\nAI is evolving rapidly \u2014 but true impact comes from pairing innovation with responsibility. In this session, we\u2019ll connect Genesys\u2019 product vision for AI with the near-term roadmap customers care about, while highlighting our ethics and governance principles.\r\n\r\nYou\u2019ll also gain practical guidance on adopting advanced, agentic AI responsibly \u2014 learning how to balance innovation with trust, scale confidently, and empower your teams to deliver customer experiences that are both smarter and sustainable.[\/vc_column_text][component_button primary_cta=\"url:%23form|title:Watch%20on-demand\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][component_card background_color=\"bgc-lgray\"]<strong>Key takeaways:<\/strong>\r\n\u2022 Understand Genesys\u2019 strategic direction for AI and how it maps to business outcomes.\r\n\r\n\u2022 Identify key near-term capabilities to pilot or scale in Genesys Cloud.\r\n\r\n\u2022 Apply Genesys Cloud AI ethics principles to real implementation decisions.\r\n\r\n\u2022 Build an adoption plan (crawl \u2192 walk \u2192 run) that balances innovation with governance.[\/component_card][\/vc_column][\/vc_row][vc_row background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"rounded-lg\" css=\".vc_custom_1769619097674{padding-top: 2rem !important;padding-right: 2rem !important;padding-bottom: 2rem !important;padding-left: 2rem !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>Smart AI Strategy: The Key to Unlocking Customer Experience Success<\/h4>\r\nAs AI shifts from exploration to real-world execution, the true competitive edge no longer comes from what you build \u2014 but how you embed it across your organisation.\r\n\r\nJoin Genesys Chief Product Officer Olivier Jouve, Direct Line\/Aviva Director of Transformation Steve Hubbard, and Genesys AI Solutions &amp; Services Director Osen Akkemik for an in-depth fireside conversation on what leaders should be doing now to prepare for the next wave of AI.\r\n\r\nThey\u2019ll unpack the emerging use cases and business impact of Large Action Models, a new class of AI that can take sophisticated, multi-step actions across the customer journey \u2014 and what it will take to operationalise them effectively.[\/vc_column_text][component_button primary_cta=\"url:%23form|title:Watch%20on-demand\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][component_card background_color=\"bgc-lgray\"]<strong>Key takeaways:<\/strong>\r\n\u2022 Uncover how leading organisations are turning AI into a measurable CX advantage \u2014 not just a technology experiment.\r\n\r\n\u2022 Get an inside look at the governance and transparency practices that keep AI trustworthy, scalable and ready for enterprise impact.\r\n\r\n\u2022 See how Genesys and forward-thinking customers are gearing up for AI\u2019s next breakthrough moment: Large Action Models and the transformative opportunities they unlock.[\/component_card][\/vc_column][\/vc_row][vc_row background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"rounded-lg\" css=\".vc_custom_1774285377640{padding-top: 2rem !important;padding-right: 2rem !important;padding-bottom: 2rem !important;padding-left: 2rem !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h4>CX as Code: A Real-World Journey from Manual to Scalable with a Modern DevOps Framework<\/h4>\r\nCustomer experience rarely breaks all at once. It frays. Processes multiply, changes slow down, and confidence drops. In this conversational webinar, we sit down with Luke Stephenson and Jyoti Sharma from Computacenter, CX leaders who lived that moment and chose a different path.\r\n\r\nJoin us for an open, story-driven discussion on what it really takes to move from manual, UI-driven CX management to a scalable, automated \u201cCX as Code\u201d approach. This is not a demo or a slide-heavy presentation. It\u2019s an honest look at the decisions, trade-offs, surprises, and lessons learned along the way, with practical advice for teams just starting their own journey.\r\n\r\nIf you want a grounded, real-world perspective on CX as Code and how companies can take advantage of these capabilities as part of their Genesys Cloud CX solution, this conversation is for you.[\/vc_column_text][component_button primary_cta=\"url:%23form|title:Watch%20on-demand\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-lg-offset-1 vc_col-lg-5\"][component_card background_color=\"bgc-lgray\"]<strong>Key takeaways:<\/strong>\r\n\u2022 How to know when manual CX processes no longer scale and where to start with CX as Code.\r\n\r\n\u2022 Practical lessons for driving adoption, managing change, and avoiding common early mistakes.\r\n\r\n\u2022 Real-world insights into what worked, what surprised the team, and how challenges were overcome.\r\n\r\n\u2022 The tangible impact of CX as Code on speed, reliability, collaboration, and confidence.[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1769004392602{padding-top: 25px !important;}\"][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h3 style=\"text-align: center;\">Meet the speakers<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][component_bio_block name=\"Becky Powell\" photo=\"596825\" title=\"Director, Product Management, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Osen Akkemik\" photo=\"144633\" title=\"Senior Director, AI Solutions &amp; Services, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Valentina Postelnicu\" photo=\"487236\" title=\"VP, CX Advisory Services, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Joe Smyth\" photo=\"521022\" title=\"SVP of R&amp;D, Digital &amp; AI, Journey Management, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][component_bio_block name=\"Olivier Jouve\" photo=\"541421\" title=\"Chief Product Officer, Genesys\"][\/component_bio_block][\/vc_column][vc_column width=\"1\/3\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"Beyond the Buzz: Real AI for Real CX","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"beyond-the-buzz-real-ai-for-real-cx","to_ping":"","pinged":"","post_modified":"2026-03-23 10:13:38","post_modified_gmt":"2026-03-23 17:13:38","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=594798","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":587024,"post_author":"949","post_date":"2025-08-05 09:08:06","post_date_gmt":"2025-08-05 16:08:06","post_content":"","post_title":"The Inner Circle Guide to Agentic AI: Navigate the Future of CX","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-inner-circle-guide-to-agentic-ai-navigate-the-future-of-cx","to_ping":"","pinged":"","post_modified":"2025-08-05 09:24:34","post_modified_gmt":"2025-08-05 16:24:34","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/the-inner-circle-guide-to-agentic-ai-navigate-the-future-of-cx","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":571625,"post_author":"1155","post_date":"2025-05-09 08:56:20","post_date_gmt":"2025-05-09 15:56:20","post_content":"[vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">Artificial intelligence (AI) has moved past the tipping point. <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\">What comes next will define the winners<\/a> and expose the rest. Forward-thinking companies are already making strategic investments in AI-powered solutions to streamline operations, accelerate growth and unlock tangible benefits.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">According to customer experience (CX) leaders surveyed as part of the fourth edition of \u201c<\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/state-of-cx?ost_tool=blog&ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">The State of Customer Experience<\/span><\/a><span style=\"font-weight: 400;\">\u201d report from Genesys, their organisations plan to set aside roughly 33% of their CX-related spend toward AI in the next year. Yet, amidst the excitement, a term is being stretched, rebranded and, in many cases, misused: agentic AI.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This powerful technology far surpasses traditional conversational intelligence and removes the limitations of today\u2019s AI. Agentic AI is not an upgraded workflow engine wrapped in edgier branding. Nor is it a set of rigid and linear rules masquerading as intelligence.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">True agentic AI represents a shift in how artificial intelligence functions. It moves beyond merely executing tasks and begins to reason, adapt and act autonomously within ethical and operational constraints that the organisation defines.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">By 2028, \u201c<\/span><a href=\"https:\/\/www.gartner.com\/en\/articles\/ai-agents#:~:text=AI%20agents%20can%20help%20drive,business%20models%20and%20drive%20growth.\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Gartner<sup>\u00ae<\/sup>\u00a0predicts<\/span><\/a><span style=\"font-weight: 400;\"> that 33% of enterprise software applications will include agentic AI, up from less than 1% in 2024, with at least 15% of day-to-day work decisions being made autonomously through AI agents.\u201d<\/span><span style=\"font-weight: 400;\"><sup>1<\/sup><\/span>\r\n\r\n<span style=\"font-weight: 400;\">Despite its projected growth and vast potential, agentic AI applications in software today are still in their infancy. However, we're seeing this term top the trend list for tech companies. Just as \"cloud computing\" once became a catch-all term for any remotely hosted software, brands are now labeling even the simplest forms of AI-driven automation as agentic AI. This creates confusion and skepticism about a transformative solution that will drive real progress.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">To fully realise the future of agentic AI, organisations must separate the hype from reality and prepare for the evolution ahead.<\/span>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">What Is Agentic AI \u2014 And What Isn\u2019t It?<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">The first step in understanding agentic AI is to recognise what it is not. <\/span>\r\n\r\n<span style=\"font-weight: 400;\">Today, AI is commonly used to automate repetitive tasks, speed up workflows and generate content and insights. While these capabilities have their merits, they lack the ability to act with agency.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Most sophisticated AI systems are designed to execute based on pre-programmed logic rather than genuine reasoning. These systems perform adequately in stable scenarios but fail when confronted with dynamic or ambiguous conditions.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Agentic AI operates outside these limitations. Unlike rule-based automation, which follows a predetermined set of instructions, agentic AI evaluates the broader context of a situation, considers multiple possibilities and determines the best course of action without relying on predefined workflows. Instead of reacting passively to inputs, it proactively identifies problems and takes action independently to generate solutions.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">From Transactions to Connections: Agentic AI-Powered CX<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">A practical example of this distinction can be seen across the customer experience: When a customer has an issue with an online order, they typically start with a <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/chatbots\" target=\"_blank\" rel=\"noopener\">chatbot<\/a> that follows a rigid script. The bot will ask for an order number, check the delivery status and escalate to human assistance if the issue isn\u2019t resolved. While efficient, this static approach offers no room for adaptability beyond the bot\u2019s pre-programmed replies.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Agentic AI transforms the customer experience from a simple transaction into a continuous engagement that draws intelligence and data to <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/creating-a-seamless-end-to-end-customer-experience\" target=\"_blank\" rel=\"noopener\">effortlessly align to a customers\u2019 goals<\/a>.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Continuing with the example of an online order, agentic AI detects delays in real time, cross-references inventory and shipping data, reviews the customer\u2019s order history, and determines the best resolution \u2014 all without waiting for the customer\u2019s input. The agentic agent can issue a refund, reorder the item, offer a discount or send a proactive update explaining the next steps.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Agentic AI autonomously solves problems to <a href=\"https:\/\/www.genesys.com\/en-gb\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\">orchestrate a seamless customer experience<\/a>. With agentic AI, customers will benefit from faster, more intuitive interactions. No more escalations. No more repeating yourself. Just fast, frictionless resolution powered by intelligence that acts the moment it\u2019s needed.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">Invest in AI that Scales with Your Ambition<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">At Genesys, we are consistently refining and optimising the native AI infused within the <a href=\"https:\/\/www.genesys.com\/en-gb\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud<\/a><\/span><span style=\"font-weight: 400;\">\u2122<\/span><span style=\"font-weight: 400;\">\u00a0platform. AI is an integral partner and core enabler of our business goals that is intentionally blended across product development, service delivery and more.<\/span>\r\n\r\n<span style=\"font-weight: 400;\"><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">Genesys Cloud AI<\/a> scales with your organisation, whether you're executing bold moves or taking a more conservative, phased approach to AI adoption. The result is future-proof progression where every AI investment builds with your level of AI maturity.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Genesys Cloud AI is optimised to lead organisations into the agentic era through an infrastructure designed for flexibility, reasoning and real-world adaptability. With orchestration tools like data actions, workflows and integrations embedded within the Genesys Cloud platform, businesses are already assembling a rich catalog of capabilities that future agentic AI can autonomously leverage. With Genesys, companies of all sizes are primed for a disruption-free path from conversational automation to fully agentic universal orchestration.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">The truth is that winning brands are strategically investing in AI instead of simply consuming it. To <a href=\"https:\/\/www.genesys.com\/blog\/post\/ai-roi-balancing-short-term-value-with-long-term-strategy\" target=\"_blank\" rel=\"noopener\">unlock ROI<\/a>, AI must be deeply embedded across an organisation\u2019s transformation journey. <\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h5><span style=\"font-weight: 400;\">So, what does this mean for your agentic AI strategy? Here are three key considerations:<\/span><\/h5>\r\n&nbsp;\r\n<h6><span style=\"font-weight: 400;\">1. From Raw Data to Real Impact: AI-Ready from Day One<\/span><\/h6>\r\n<span style=\"font-weight: 400;\">AI is only as powerful as the data it consumes.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Many companies make the mistake of deploying generic AI models and expecting immediate results. But when AI lacks industry-specific or customer-centric data, it can produce impersonal and ineffective interactions that fail to drive business outcomes.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">One of the key advantages of Genesys Cloud AI lies in its pre-built, contextualised data systems that eliminate the heavy lifting typically required for AI readiness. Instead of spending years restructuring data across silos and platforms, organisations can rely on Genesys to do the hard work for them. With Genesys Cloud AI, your data is already in the right shape to power intelligent, personalised experiences from Day One.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h6><span style=\"font-weight: 400;\">2. Providing Autonomy with Accountability<\/span><\/h6>\r\n<span style=\"font-weight: 400;\">As AI becomes more autonomous, businesses must establish rules to ensure AI-driven decisions are reliable and aligned with customer trust.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Constitutional AI serves as the ethical backbone that keeps AI-driven systems aligned with legal, business and human standards. Adopting a layered AI governance framework isn\u2019t just a best practice, it\u2019s a necessity for enabling compliance, trust and long-term AI sustainability.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">That\u2019s where Genesys Cloud AI stands out. Our modular orchestration engine, robust integration capabilities and purpose-built architecture create a foundation where agentic AI can thrive. From real-time decisioning to dynamic workflow execution, smart guardrails enable AI to act independently and in a way that aligns with enterprise policies, brand integrity and operational constraints.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h6><span style=\"font-weight: 400;\">3. Don\u2019t Let AI Wander; Give It a Purpose<\/span><\/h6>\r\n<span style=\"font-weight: 400;\">Too many companies invest in AI first and then search for a problem to solve.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">A better approach is to start with a vision for how to make AI work smarter for your business. In CX, organisations should be focused on creating highly personalised, empathetic and efficient customer experiences.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">At Genesys, we believe every successful AI journey starts with a clear purpose. Early wins are essential for proving value and should always serve as building blocks for broader transformation.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Genesys Cloud AI is designed to support this progression, empowering organisations to move from tactical implementations to enterprise-wide orchestration. Whether you\u2019re automating Tier-1 interactions or driving omnichannel orchestration, Genesys aims to ensure your AI delivers real, repeatable value at every stage.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]\r\n<h4><span style=\"font-weight: 400;\">Will Your Business Be Left Behind in the Agentic Era?<\/span><\/h4>\r\n<span style=\"font-weight: 400;\">Agentic AI is no longer a visionary concept. It\u2019s the battleground for today\u2019s tech leaders.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Organisations that fail to strategically evolve risk falling behind as more agile competitors seize the advantage. To lead in this next era, organisations must act now before the advantage is gone.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Agentic AI will define the next generation of CX innovators. Will you shape the future, or chase it?<\/span>\r\n\r\nRead more about <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">Genesys Cloud AI here<\/a>.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]<sup><span style=\"font-weight: 400;\">1 <\/span><\/sup><span style=\"font-weight: 400;\"><strong>Source:<\/strong> Gartner Information Technology Articles,<\/span><a href=\"https:\/\/www.gartner.com\/en\/articles\/ai-agents#:~:text=AI%20agents%20can%20help%20drive,business%20models%20and%20drive%20growth.\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\"> Capitalize on the AI agent Opportunity, Daniel Sun, February 27, 2025<\/span><\/a>\r\n\r\n<em><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_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]","post_title":"Agentic AI: The Difference Between Leading and Lagging in CX","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"agentic-ai-the-difference-between-leading-and-lagging-in-cx","to_ping":"","pinged":"","post_modified":"2025-05-21 04:43:01","post_modified_gmt":"2025-05-21 11:43:01","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/agentic-ai-the-difference-between-leading-and-lagging-in-cx","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":587026,"post_author":"949","post_date":"2025-08-05 09:12:57","post_date_gmt":"2025-08-05 16:12:57","post_content":"","post_title":"The Agentic AI trust gap: Why forward-thinking companies build guardrails","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-agentic-ai-trust-gap-why-forward-thinking-companies-build-guardrails","to_ping":"","pinged":"","post_modified":"2025-08-07 02:16:49","post_modified_gmt":"2025-08-07 09:16:49","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/the-agentic-ai-trust-gap-why-forward-thinking-companies-build-guardrails","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/Qnp_WOPx4Ug\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","enable_intellimize_api":false},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/596053","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\/1137"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/596053\/revisions"}],"predecessor-version":[{"id":596077,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/webinars\/596053\/revisions\/596077"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=596053"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=596053"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=596053"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=596053"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=596053"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=596053"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=596053"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=596053"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=596053"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=596053"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=596053"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}