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Effective social media comment management: A guide to handling negative comments

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01/01/2026

Agentic Ecosystems Will Build the Intelligent Enterprise

For years, the invisible operator behind every customer interaction consisted of workflows. They were the source code for the...

Glenn Nethercutt

01/01/2026

The Future of Student Support at Charles Sturt University Starts with Humanising AI

At Charles Sturt University, our work begins with a guiding principle that shapes everything we do: Yindyamarra Winhanganha —...

Michael Buttsworth

29/12/2025

Why AI is a non-negotiable for CX leaders in 2026

In 2026, customer experience will define brand success more than product, price, or convenience. In the experience economy, every...

Ginger Conlon

22/12/2025

2 Million Genesys Cloud Users: Unified Agentic Experience Orchestration Is Here

Two million users are now on the Genesys Cloud™ platform, orchestrating the best customer experiences (CX) all over the world....

Olivier Jouve

20/12/2025

Effective social media comment management: A guide to handling negative comments

Social media is a valuable tool for brands to engage with their customers. In today’s digital landscape, social media platforms...

Anthony Romero

15/12/2025

Genesys attains ISO/IEC 42001:2023 certification for responsible AI governance

Artificial intelligence (AI) is reshaping the customer experience in remarkable ways. What began as simple automation is evolving...

Roe Jones

04/12/2025

The Power of Integration: Connecting Epic with the Contact Centre

If you work in healthcare, chances are you know Epic*, the Electronic Health Records (EHR) giant that “runs the show” behind...

Fran Horner

19/11/2025

Potential to Profit: An AI ROI Blueprint for Transformation

Building a compelling business case for artificial intelligence (AI) is part strategy, part storytelling and part structured...

Jon Capetz

08/11/2025

How Agentic AI Can Improve Experiences and Transform Personalisation

Standard customer experiences often get lost in the noise. When every brand is touting “customer experience” how do you stand...

Global Tech

06/11/2025

Bridging the Expectation Gap in Singapore’s Smart Nation Vision

The promise of Smart Nation Singapore’s Smart Nation vision has set the bar high for what a digital government should look...

Genesys

06/11/2025

Transforming Healthcare in Singapore: From Reactive to Proactive Care

The future of healthcare involves proactive care, faster access and human support Singapore’s healthcare system is...

Genesys

06/11/2025

From legacy to lasting trust: Building seamless banking in Singapore

The trust gap in Singapore’s finance sector Singapore’s position as a global financial hub is undisputed. The city-state...

Genesys

26/10/2025

Route Customers to the Right Agent the First Time with Rule-Based Decisions

Everyone is talking about agentic AI — autonomous bots that promise to do everything. But here’s the truth: If your...

Arpita Maity

16/10/2025

How Genesys and Scaled Cognition Are Shaping the Future of Agentic Orchestration

Consumer loyalty is tested in the moments that matter most. A customer spots an unauthorised charge and wants it resolved on the...

Glenn Nethercutt

15/10/2025

Elevating CX Using Apple Messages for Business

As digital communication evolves, customers increasingly want trusted and feature-rich interactions. Whether they're in Maps or...

Anthony Romero