{"id":654803,"date":"2026-11-10T22:11:19","date_gmt":"2026-11-11T06:11:19","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/engineering-the-future-of-customer-experience-at-dnb"},"modified":"2026-11-10T22:11:26","modified_gmt":"2026-11-11T06:11:26","slug":"engineering-the-future-of-customer-experience-at-dnb","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/engineering-the-future-of-customer-experience-at-dnb","title":{"rendered":"Engineering the future of customer experience at DNB"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]DNB embarked on a transformation that reimagined how nearly 3,500 advisors would serve millions of customers in the years ahead.<\/span><\/p>\n

Helping lead that transformation was Eystein Kylland, Tech Lead, Contact Centre at DNB. His technical expertise, curiosity and engineering discipline have helped establish how the bank operates on the Genesys Cloud\u2122 platform<\/a>.<\/span><\/p>\n

Kylland immersed himself in the platform, taking ownership of everything from architecture and development to deployment and ongoing operations. Along the way, he championed engineering practices such as CX as Code, ensuring platform configuration is version-controlled, repeatable and scalable.<\/span><\/p>\n

During the migration to Genesys Cloud, Kylland solved several architectural challenges that could have significantly delayed the initiative or increased costs. One example involved designing a scalable architecture that enabled multiple DNB business entities to operate securely within a single Genesys Cloud instance, eliminating the need for duplicate environments and additional licensing costs. He also developed solutions that simplified the migration to Work Automation while addressing complex compliance requirements around recording and transcription.<\/span><\/p>\n

For Kylland, however, the technology itself has never been the destination.<\/span><\/p>\n

\u201cWhat I enjoy most is seeing that the features I develop actually help the advisors in their daily work,\u201d he said. \u201cI also see how DNB, as an organisation, becomes more efficient with its contact centre using new technology \u2014 especially AI.\u201d<\/span><\/p>\n

That customer- and advisor-first mindset has shaped some of his most important technical decisions. One recent milestone was the rollout of AI-powered call summarisation through Genesys Cloud Agent Copilot<\/a>. Kylland notes that it\u2019s essential to consider advisors\u2019 and customers\u2019 needs when determining how best to use AI.<\/span><\/p>\n

\u201cWe started implementing Agent Copilot to summarise phone calls, which has helped the advisors a lot,\u201d said Kylland. \u201cWe also built a secure customer identification solution integrated with Genesys Cloud. These have been huge steps for both the advisors and the customers.\u201d<\/span><\/p>\n

Beyond developing solutions himself, Kylland has helped build the technical foundation for innovation across the organisation. He has led training sessions, onboarded new engineers, created extensive technical documentation and established CX as Code practices that enable other developers to confidently build on his work long into the future.<\/span><\/p>\n

Receiving a 2026 Genesys Orchestrators Innovation Award has given Kylland an opportunity to reflect on the team\u2019s remarkable journey, as well as focus on what\u2019s next.<\/span><\/p>\n

\u201cIt shows that what we\u2019ve accomplished implementing Genesys Cloud at DNB has been noticed by others. It has truly been a team effort, and I\u2019ve been lucky to be part of it,\u201c he said. \u201cWinning this award motivates me to continue learning about Genesys Cloud and all the new AI capabilities that are coming. I want to help DNB continue moving forward into this new world.\u201d<\/span><\/p>\n

Meet the other<\/span><\/a> 2026 Genesys Orchestrators Innovation Awards winners.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]DNB embarked on a transformation that reimagined how nearly 3,500 advisors would serve millions of customers in the years ahead. Helping lead that transformation was Eystein Kylland, Tech Lead, Contact Centre at DNB. His technical expertise, curiosity and engineering discipline have helped establish how the bank operates on the Genesys Cloud\u2122 platform. Kylland […]<\/p>\n","protected":false},"author":880,"featured_media":650766,"template":"","tax_priority":[54],"tax_blogtype":[17766],"tax_blogcategory":[15928,13117,15990],"tax_contenttheme":[14902],"tax_bundle":[],"tax_contenttheme2":[18481],"tax_capability_sitewide":[16201,18170,18482],"tax_products_programs":[16477,17548],"tax_buying_job":[16633],"tax_buyer_persona":[16887,16919],"tax_sector":[16931,16966,16986,17015,17025,17050],"tax_segment":[17079,17104,17125],"class_list":["post-654803","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-executives-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-customer-highlights-en-sg","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme2-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-cloud-migration-en-sg","tax_capability_sitewide-integrations-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_sector-financial-en-sg","tax_sector-healthcare-en-sg","tax_sector-industrial-en-sg","tax_sector-public-en-sg","tax_sector-retail-en-sg","tax_sector-technology-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg","tax_set-news"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/654803","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/880"}],"version-history":[{"count":2,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/654803\/revisions"}],"predecessor-version":[{"id":654805,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/654803\/revisions\/654805"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/650766"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=654803"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=654803"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=654803"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=654803"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=654803"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=654803"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=654803"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=654803"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=654803"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=654803"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=654803"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=654803"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=654803"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}