{"id":146984,"date":"2019-05-22T08:13:07","date_gmt":"2019-05-22T15:13:07","guid":{"rendered":"https:\/\/www.genesys.com\/?page_id=146984"},"modified":"2024-10-30T18:39:58","modified_gmt":"2024-10-31T01:39:58","slug":"blog","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/blog","title":{"rendered":"Blog"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>The Levels of Experience Orchestration<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"\/en-sg\/blog\/post\/the-levels-of-experience-orchestration\" target=\"\" rel=\"\">Read blog<\/a><\/div>[\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"component video-snippet\"><video autoplay muted playsinline loop data-poster-mobile=\"\" data-mobile-src=\"https:\/\/www.genesys.com\/media\/EO-hero-1280x720-f9f8f5.mp4\" data-poster-desktop=\"\" data-desktop-src=\"https:\/\/www.genesys.com\/media\/EO-hero-1280x720-f9f8f5.mp4\"><\/video><button type=\"button\" class=\"btn btn-white bg-video-control small inactive\"><\/button><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"card blog-filter bgc-lgray border-0 shadow\" id=\"blog-filter-card\">\n\t\t<div class=\"card-body\">\n\t\t<div class=\"row p-0 my-0\">\n\t\t<div class=\"col col-12 col-lg-1 mb-1 mb-lg-0\">\n\t\t<h5 class=\"mb-0\">Filters<\/h5>\n\t\t<\/div><div class=\"col col-12 col-lg-3 mb-1 mb-lg-0 select\">\n        <select id=\"topics\" name=\"topics\" ><option value=\"\" selected>Select topic<\/option><option value=\"AI and Machine Learning\" data-slug=\"ai-and-machine-learning-en-sg\">AI and Machine Learning<\/option><option value=\"Announcements\" data-slug=\"announcements-en-sg\">Announcements<\/option><option value=\"Business Optimization\" data-slug=\"business-optimization-en-sg\">Business Optimization<\/option><option value=\"Cloud\" data-slug=\"cloud-en-sg\">Cloud<\/option><option value=\"Customer Highlights\" data-slug=\"customer-highlights-en-sg\">Customer Highlights<\/option><option value=\"Customer Journey Management\" data-slug=\"customer-journey-management-en-sg\">Customer Journey Management<\/option><option value=\"Digital\" data-slug=\"digital-en-sg\">Digital<\/option><option value=\"Ecosystem\" data-slug=\"ecosystem-en-sg\">Ecosystem<\/option><option value=\"Experience orchestration\" data-slug=\"experience-orchestration-en-sg\">Experience orchestration<\/option><option value=\"Inbound\" data-slug=\"inbound-en-sg\">Inbound<\/option><option value=\"Industries\" data-slug=\"industries-en-sg\">Industries<\/option><option value=\"Inside Genesys\" data-slug=\"inside-genesys-en-sg\">Inside Genesys<\/option><option value=\"IVR\" data-slug=\"ivr-zh-tw\">IVR<\/option><option value=\"Marketing\" data-slug=\"marketing-en-sg\">Marketing<\/option><option value=\"New Features\" data-slug=\"new-features-en-sg\">New Features<\/option><option value=\"Outbound\" data-slug=\"outbound-en-sg\">Outbound<\/option><option value=\"Workforce Engagement\" data-slug=\"workforce-engagement-en-sg\">Workforce Engagement<\/option><\/select>\n\t\t<\/div>\n\t\t<div class=\"col col-12 col-lg-8 mb-1 mb-md-0 ms-auto search\">\n            <div class=\"input-group search-group blog-search-group\">\n                <div class=\"input-container\">\n                    <input type=\"text\" class=\"form-control\" id=\"blog-search\" placeholder=\"Search\" aria-label=\"Search\">\n                    <a href=\"#\" class=\"clear-btn disabled\">&#10006;<\/a>\n                    <a href=\"#\" class=\"search-btn disabled\"><i class=\"fa-kit fa-magnifying-glass search-icon\"><\/i><\/a>\n                <\/div>\n            <\/div>\n\t\t<\/div>\n        <\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=&#8221;visible&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;pt-0&#8243;][vc_row][vc_column]<div class=\"blog-feed-container d-flex flex-column gap-2\" data-real-ppp=\"15\" data-adjust=\"0\" data-page=\"1\" data-max-pages=\"31\" data-limit=\"459\" data-default-counter=\"1\"><div class=\"row blog-feed\" ><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/most-ai-projects-struggle-to-deliver-value-heres-the-roadmap-to-fix-that\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"157\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Screenshot-2026-09-30-115938-300x157.png\" alt=\"Most AI projects struggle to deliver value. Here&#8217;s the roadmap to fix that.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">20\/10\/2026<\/p><h3 class=\"card-title h6\">Most AI projects struggle to deliver value. Here&#8217;s the roadmap to fix that.<\/h3><p class=\"card-text mt-1\">The numbers on enterprise AI\u00a0projects\u00a0are hard to ignore, and harder to\u00a0justify. MIT's Project NANDA found that\u00a095% of...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/185\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Genesys-9-e1750455636128.jpg\" alt=\"Genesys\"><p class=\"mb-0\">Genesys<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/most-ai-projects-struggle-to-deliver-value-heres-the-roadmap-to-fix-that\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/personal-ai-will-change-the-customer-relationship\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AI-SEARCH-Getty-2026354826-300x200.jpg\" alt=\"Personal AI Will Change the Customer Relationship\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">20\/10\/2026<\/p><h3 class=\"card-title h6\">Personal AI Will Change the Customer Relationship<\/h3><p class=\"card-text mt-1\">We\u2019ve spent a lot of time thinking about how AI will change the way businesses serve customers. Now, a major shift is happening...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/695\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Tony-Bates_speaker.jpg\" alt=\"Tony Bates\"><p class=\"mb-0\">Tony Bates<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/personal-ai-will-change-the-customer-relationship\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/ai-is-changing-the-cx-operating-model-is-your-workforce-ready\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/ai-use-cases-blog-300x200.jpg\" alt=\"AI is changing the CX operating model. Is your workforce ready?\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">20\/10\/2026<\/p><h3 class=\"card-title h6\">AI is changing the CX operating model. Is your workforce ready?<\/h3><p class=\"card-text mt-1\">AI is transforming customer experience. That much is clear.\u00a0Organisations are using AI to automate routine interactions, help...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/717\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/tom_huston.jpg\" alt=\"Tom Huston\"><p class=\"mb-0\">Tom Huston<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/ai-is-changing-the-cx-operating-model-is-your-workforce-ready\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/how-leading-organisations-are-scaling-empathy-without-losing-the-human-touch\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"197\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Screenshot-2026-07-14-144857-300x197.png\" alt=\"How leading organisations are scaling empathy without losing the human touch\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">20\/10\/2026<\/p><h3 class=\"card-title h6\">How leading organisations are scaling empathy without losing the human touch<\/h3><p class=\"card-text mt-1\">Empathy is often described as a human quality. But among the 2026 Genesys Orchestrators Innovation Awards\u2019 Humanitarian Impact...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/880\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Ginger-Conlon-2-2026-square-e1787256561632.jpg\" alt=\"Ginger Conlon\"><p class=\"mb-0\">Ginger Conlon<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/how-leading-organisations-are-scaling-empathy-without-losing-the-human-touch\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/customer-experience-is-bigger-than-the-contact-centre-your-platform-should-be-too\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-1-2-300x200.jpg\" alt=\"Customer experience is bigger than the contact centre. Your platform should be too.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">15\/10\/2026<\/p><h3 class=\"card-title h6\">Customer experience is bigger than the contact centre. Your platform should be too.<\/h3><p class=\"card-text mt-1\">Ask most organisations where their customer experience (CX) happens, and they'll point to the contact centre: the agents, the...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/1266\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/ZachB_Headshot.jpg\" alt=\"Zach Brettnacher\"><p class=\"mb-0\">Zach Brettnacher<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/customer-experience-is-bigger-than-the-contact-centre-your-platform-should-be-too\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-experience-economy-sets-a-new-standard-in-cx-ai-closes-the-gap\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/1217648394232121.3nLsixLJcs12j5WU8P9c_height640-300x169.png\" alt=\"The experience economy sets a new standard in CX. AI closes the gap.\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">15\/10\/2026<\/p><h3 class=\"card-title h6\">The experience economy sets a new standard in CX. AI closes the gap.<\/h3><p class=\"card-text mt-1\">Everyone has been on the customer side of a support call. You explain the problem once, get transferred and explain it again to...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/185\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Genesys-9-e1750455636128.jpg\" alt=\"Genesys\"><p class=\"mb-0\">Genesys<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-experience-economy-sets-a-new-standard-in-cx-ai-closes-the-gap\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/reliable-intelligence-fast-tracking-agentic-cx-to-roi\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Screenshot-2026-08-31-162651-300x200.png\" alt=\"Reliable intelligence: Fast-tracking agentic CX to ROI\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">15\/10\/2026<\/p><h3 class=\"card-title h6\">Reliable intelligence: Fast-tracking agentic CX to ROI<\/h3><p class=\"card-text mt-1\">Artificial intelligence (AI) has entered a new phase in customer experience (CX). It is no longer enough for a virtual agent to...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/1274\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/1753747363436.jpg\" alt=\"Edward Calvesbert\"><p class=\"mb-0\">Edward Calvesbert<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/reliable-intelligence-fast-tracking-agentic-cx-to-roi\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-operating-model-that-decides-who-wins-the-next-decade-in-cx\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Getty-1410069394-300x200.jpg\" alt=\"The operating model that decides who wins the next decade in CX\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">15\/10\/2026<\/p><h3 class=\"card-title h6\">The operating model that decides who wins the next decade in CX<\/h3><p class=\"card-text mt-1\">A year is a long time in artificial intelligence (AI) \u2014 especially in customer experience (CX). Just a year ago, consumers were...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/688\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/PersonMike-Szilagyi-Ratioportrait.jpg\" alt=\"Mike Szilagyi\"><p class=\"mb-0\">Mike Szilagyi<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-operating-model-that-decides-who-wins-the-next-decade-in-cx\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/why-agentic-cx-needs-an-orchestrated-ecosystem-not-a-single-ai-provider\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"188\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-2-2-300x188.jpg\" alt=\"Why agentic CX needs an orchestrated ecosystem, not a single AI provider\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">15\/10\/2026<\/p><h3 class=\"card-title h6\">Why agentic CX needs an orchestrated ecosystem, not a single AI provider<\/h3><p class=\"card-text mt-1\">At any\u00a0moment, the bar for what counts as\u00a0good\u00a0can\u00a0be\u00a0reset. Not by your competitors, but by the best\u00a0experience\u00a0any...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/280\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Jack-2.png\" alt=\"Jack Nichols\"><p class=\"mb-0\">Jack Nichols<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/why-agentic-cx-needs-an-orchestrated-ecosystem-not-a-single-ai-provider\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/winning-in-the-agentic-era\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto_-1-300x169.jpg\" alt=\"Winning in the Agentic Era\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">14\/10\/2026<\/p><h3 class=\"card-title h6\">Winning in the Agentic Era<\/h3><p class=\"card-text mt-1\">Why orchestration, not more standalone AI, will decide who wins the next decade of customer experienceExecutive Summary: Many...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/1074\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Genesys-logo-circle-company.png\" alt=\"Tony Bates and Peter Graf\"><p class=\"mb-0\">Tony Bates and Peter Graf<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/winning-in-the-agentic-era\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/beyond-the-scorecard-ais-new-role-in-quality-management\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-7-300x200.jpg\" alt=\"Beyond the scorecard: AI\u2019s new role in quality management\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">14\/10\/2026<\/p><h3 class=\"card-title h6\">Beyond the scorecard: AI\u2019s new role in quality management<\/h3><p class=\"card-text mt-1\">Quality management is evolving. What once meant sampling a handful of interactions now means understanding nearly everything a...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/1281\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/1659444124401.jpg\" alt=\"Hilde Lannoo\"><p class=\"mb-0\">Hilde Lannoo<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/beyond-the-scorecard-ais-new-role-in-quality-management\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/where-ai-meets-reality-workflow-orchestration-as-the-key-to-healthcare-transformation\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Human-centered-healthcare-300x200.jpg\" alt=\"Where AI Meets Reality: Workflow Orchestration as the Key to Healthcare Transformation\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">11\/10\/2026<\/p><h3 class=\"card-title h6\">Where AI Meets Reality: Workflow Orchestration as the Key to Healthcare Transformation<\/h3><p class=\"card-text mt-1\">Healthcare organisations are under pressure from every direction. Margins remain tight, staffing challenges persist and patient...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/1178\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Joya-Mannan_Headshot.jpeg\" alt=\"Joya Mannan\"><p class=\"mb-0\">Joya Mannan<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/where-ai-meets-reality-workflow-orchestration-as-the-key-to-healthcare-transformation\"><\/a><\/div><\/div><\/div><\/div><div class=\"grid-item col-12 col-xs-6 col-md-4 grid_type-blog\" data-status=\"publish\"><div class=\"card component vertical text-left w-100 h-100 bgc-lgray wide\"><a class=\"h-100\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/genesys-ceo-tony-bates-introduces-the-operating-model-for-winning-in-the-agentic-era\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/LRA08627-300x200.webp\" alt=\"Genesys CEO Tony Bates introduces the operating model for winning in the agentic era\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">02\/09\/2026<\/p><h3 class=\"card-title h6\">Genesys CEO Tony Bates introduces the operating model for winning in the agentic era<\/h3><p class=\"card-text mt-1\">LAS VEGAS \u2013 \u201cMost companies don\u2019t have an AI problem. 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He calls the service number, spends about...<\/p><\/div><\/a><div class=\"card-footer\"><div class=\"post_author d-flex align-items-center\"><a class=\"author-link\" href=\"\/en-sg\/blog\/author\/185\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Genesys-9-e1750455636128.jpg\" alt=\"Genesys\"><p class=\"mb-0\">Genesys<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-car-service-centre-call-nobody-answers-how-indias-auto-brands-are-losing-customers-after-the-first-10000-kilometres\"><\/a><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"blog-subscribe-container w-100 mt-3\"><div class=\"blog-subscribe\"><div class=\"card text-center border-0 subscribe-box bgc-lgray\"><div class=\"card-body p-4\"><p class=\"h3 subscribe-box-title\">Want more?<\/p><p>Subscribe to our free newsletter and get blog updates in your inbox<\/p><form class=\"subscribe_box_form\" id=\"email_sub_fetch_form\"><input class=\"btn shadow btn-primary\" type=\"submit\" value=\"Subscribe\"><\/form><\/div><\/div><\/div><script>jQuery(\"#email_sub_fetch_form\").submit(function(e){e.preventDefault();subscribe_fire(\"click\",\"email_fetcher\")})<\/script><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] The Levels of Experience Orchestration [\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=&#8221;visible&#8221; full_width=&#8221;stretch_row&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;pt-0&#8243;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":270,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/template-blog.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-146984","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/146984","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/270"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/comments?post=146984"}],"version-history":[{"count":14,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/146984\/revisions"}],"predecessor-version":[{"id":545119,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/146984\/revisions\/545119"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=146984"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}