{"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=\"30\" data-limit=\"440\" 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\/the-india-bfsi-reality-check-report-2026-why-indias-bfsi-leaders-are-struggling-to-close-the-customer-experience-gap\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"225\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Inline_Image_Why-Indias-BFSI-Leaders-Are-Struggling-to-Close-the-Customer-Experience-Gap_R-300x225.jpg\" alt=\"The India BFSI Reality Check Report 2026: Why India&#8217;s BFSI Leaders Are Struggling to Close the Customer Experience Gap\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">30\/07\/2026<\/p><h3 class=\"card-title h6\">The India BFSI Reality Check Report 2026: Why India&#8217;s BFSI Leaders Are Struggling to Close the Customer Experience Gap<\/h3><p class=\"card-text mt-1\">Customers in India are not comparing their bank to another bank anymore. They are comparing their banking experience to their...<\/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-india-bfsi-reality-check-report-2026-why-indias-bfsi-leaders-are-struggling-to-close-the-customer-experience-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\/indias-d2c-cx-reckoning\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"225\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Inline_D2Cs-CX-Reckoning_-What-Happens-When-Your-Customer-Acquisition-Cost-Exceeds-Your-Lifetime-Value-300x225.jpg\" alt=\"Indian D2C&#8217;s CX Reckoning: What Happens When Your Customer Acquisition Cost (CAC) Exceeds Your Lifetime Value (LTV)\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">27\/07\/2026<\/p><h3 class=\"card-title h6\">Indian D2C&#8217;s CX Reckoning: What Happens When Your Customer Acquisition Cost (CAC) Exceeds Your Lifetime Value (LTV)<\/h3><p class=\"card-text mt-1\">India's Direct to Consumer (D2C) boom was built on a simple formula: attract customers through digital channels, convert them...<\/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\/indias-d2c-cx-reckoning\"><\/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\/indias-contact-centre-agent-role-is-changing-faster\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"225\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Inline_Indias-Contact-Centre-Agent-Is-Not-Going-Away-But-the-Job-Is-Changing-Faster-Than-Anyone-Prepared-For-1-300x225.jpg\" alt=\"India&#8217;s Contact Centre Agent Role is Changing Faster Than Anyone Prepared For\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">23\/07\/2026<\/p><h3 class=\"card-title h6\">India&#8217;s Contact Centre Agent Role is Changing Faster Than Anyone Prepared For<\/h3><p class=\"card-text mt-1\">If you walk around any big contact centre in India, you\u2019ll see agents juggling too many channels, tougher queries, and...<\/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\/indias-contact-centre-agent-role-is-changing-faster\"><\/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\/upi-effect-on-cx-india\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"225\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Inline_The-UPI-Effect_-Why-Indian-Consumers-Now-Expect-Every-Service-Interaction-to-Resolve-in-Under-10-Seconds-300x225.jpg\" alt=\"The UPI Effect on CX: Why Indian Consumers Now Expect Every Service Interaction to Resolve in <10 Seconds\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">20\/07\/2026<\/p><h3 class=\"card-title h6\">The UPI Effect on CX: Why Indian Consumers Now Expect Every Service Interaction to Resolve in <10 Seconds<\/h3><p class=\"card-text mt-1\">When a user opens a UPI app and sends money, everything happens in an instant. There is no loading bar, no confirmation SMS, and...<\/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\/upi-effect-on-cx-india\"><\/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-state-of-cx-2026-apacs-push-towards-ai-powered-experience-orchestration\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/socx2026-300x169.jpg\" alt=\"The State of CX 2026: APAC\u2019s Push Towards AI-Powered Experience Orchestration\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">13\/07\/2026<\/p><h3 class=\"card-title h6\">The State of CX 2026: APAC\u2019s Push Towards AI-Powered Experience Orchestration<\/h3><p class=\"card-text mt-1\">Artificial intelligence (AI) is reshaping customer experience (CX) around the world. But in Asia-Pacific (APAC), the shift is...<\/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\/1253\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/secure.gravatar.com\/avatar\/677efa7f960029d8733b0a8362d1bcc2174cc51744d6082c0d400c98c2f129ea?s=96&d=mm&r=g\" alt=\"Albert Nel\"><p class=\"mb-0\">Albert Nel<\/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-state-of-cx-2026-apacs-push-towards-ai-powered-experience-orchestration\"><\/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\/cx-tour-india-agentic-ai-and-cx-4-key-questions-from-the-audience-answered\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"225\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Inline_Image_Agentic-AI-and-CX-4-Key-Questions-from-the-Audience-Answered_R-300x225.jpg\" alt=\"CX Tour India: Agentic AI and CX &#8211; 4 Key Questions from the Audience Answered\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">02\/07\/2026<\/p><h3 class=\"card-title h6\">CX Tour India: Agentic AI and CX &#8211; 4 Key Questions from the Audience Answered<\/h3><p class=\"card-text mt-1\">At the Genesys CX Tour India 2026, Aditya Garg, Head of Solution Consulting, India, discussed what it means for a customer...<\/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\/cx-tour-india-agentic-ai-and-cx-4-key-questions-from-the-audience-answered\"><\/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\/5-key-takeaways-from-the-genesys-cx-tour-india-2026\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"225\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Inline_Image_5-Key-Takeaways-from-the-Genesys-CX-Tour-2026_R-300x225.jpg\" alt=\"5 Key Takeaways from the Genesys CX Tour India 2026\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">01\/07\/2026<\/p><h3 class=\"card-title h6\">5 Key Takeaways from the Genesys CX Tour India 2026<\/h3><p class=\"card-text mt-1\">The Genesys Customer Experience (CX) Tour 2026 was a massive hit. Spanning three days and three cities, the event brought...<\/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\/5-key-takeaways-from-the-genesys-cx-tour-india-2026\"><\/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\/cx-tour-india-what-300-cx-leaders-in-india-said-about-ai-and-experience-orchestration\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"225\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Inline_Image_What-300-CX-Leaders-in-India-Said-About-AI-Orchestration_R-300x225.jpg\" alt=\"CX Tour India: What 300+ CX Leaders in India Said About AI And Experience Orchestration\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">30\/06\/2026<\/p><h3 class=\"card-title h6\">CX Tour India: What 300+ CX Leaders in India Said About AI And Experience Orchestration<\/h3><p class=\"card-text mt-1\">For many years, customer experience teams in India have handled customer queries using IVR systems, rule-based bots, and scripted...<\/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\/cx-tour-india-what-300-cx-leaders-in-india-said-about-ai-and-experience-orchestration\"><\/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\/cx-tour-india-5-cx-signals-indian-enterprises-are-watching-in-2026-a-view-from-the-ground\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"225\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Inline_Image_5-CX-Signals-Indian-Enterprises-Are-Watching-in-2026-4-A-View-from-the-Ground_R-300x225.jpg\" alt=\"CX Tour India : 5 CX Signals Indian Enterprises Are Watching in 2026 &#8211;  A View from the Ground\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">30\/06\/2026<\/p><h3 class=\"card-title h6\">CX Tour India : 5 CX Signals Indian Enterprises Are Watching in 2026 &#8211;  A View from the Ground<\/h3><p class=\"card-text mt-1\">At the Genesys CX Tour 2026, one thing was clear: CX leaders have stopped considering chatbot speed as a metric. What's being...<\/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\/cx-tour-india-5-cx-signals-indian-enterprises-are-watching-in-2026-a-view-from-the-ground\"><\/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\/experience-under-pressure-why-better-decisions-require-better-context\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/e3c1e89a-10c7-4765-b3f1-a85624808e4f.25528584-df69-4470-84db-42023f6414be-300x200.jpg\" alt=\"Experience Under Pressure: Why Better Decisions Require Better Context\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">29\/06\/2026<\/p><h3 class=\"card-title h6\">Experience Under Pressure: Why Better Decisions Require Better Context<\/h3><p class=\"card-text mt-1\">The difference between good and great tennis players isn&#39;t simply skill. It&#39;s understanding. \r\n\r\nAt the highest levels 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\/experience-under-pressure-why-better-decisions-require-better-context\"><\/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-great-teams-dont-rely-on-one-perfect-shot\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AI-SEARCH-Majesticks-Brand-Photography-17-300x200.jpg\" alt=\"Why Great Teams Don&#8217;t Rely on One Perfect Shot\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">18\/06\/2026<\/p><h3 class=\"card-title h6\">Why Great Teams Don&#8217;t Rely on One Perfect Shot<\/h3><p class=\"card-text mt-1\">The Next Level of Performance Is Built Over Time\r\nGolf is often remembered for defining moments. A clutch putt. A remarkable...<\/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\/why-great-teams-dont-rely-on-one-perfect-shot\"><\/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\/meet-your-new-ai-team-member-genesys-cloud-copilot\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Meet-Genesys-Cloud-Copilot-300x200.png\" alt=\"Meet Your New AI Team Member: Genesys Cloud Copilot\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">03\/05\/2026<\/p><h3 class=\"card-title h6\">Meet Your New AI Team Member: Genesys Cloud Copilot<\/h3><p class=\"card-text mt-1\">Customer experience has always been powered by people. That\u00a0remains\u00a0true, even as\u00a0artificial intelligence (AI)\u00a0automates more...<\/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\/1058\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/ACastelot.jpeg\" alt=\"Allison Castelot\"><p class=\"mb-0\">Allison Castelot<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/meet-your-new-ai-team-member-genesys-cloud-copilot\"><\/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\/predictive-routing-isnt-about-cherry-picking-agents-its-about-delivering-better-outcomes\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Predictive-routing-300x200.jpeg\" alt=\"Predictive Routing Isn&#8217;t About \u201cCherry-Picking\u201d Agents \u2014 It&#8217;s About Delivering Better Outcomes\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">01\/05\/2026<\/p><h3 class=\"card-title h6\">Predictive Routing Isn&#8217;t About \u201cCherry-Picking\u201d Agents \u2014 It&#8217;s About Delivering Better Outcomes<\/h3><p class=\"card-text mt-1\">One of the things I hear most often from customers when we talk about AI\u00a0isn\u2019t\u00a0about the\u00a0technology\u2014it\u2019s\u00a0about 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\/915\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Scott-Cravotta-2-e1744660188944.png\" alt=\"Scott Cravotta\"><p class=\"mb-0\">Scott Cravotta<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/predictive-routing-isnt-about-cherry-picking-agents-its-about-delivering-better-outcomes\"><\/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-cx-measurement-needs-to-evolve\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/cxoverview-300x200.jpg\" alt=\"Why CX measurement needs to evolve\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">28\/04\/2026<\/p><h3 class=\"card-title h6\">Why CX measurement needs to evolve<\/h3><p class=\"card-text mt-1\">Customers no longer judge you against your direct competitors. In the experience economy, they compare every interaction to 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\/1076\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Greg-Thomas-headshot-e1716404261507.jpg\" alt=\"Greg Thomas\"><p class=\"mb-0\">Greg Thomas<\/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-cx-measurement-needs-to-evolve\"><\/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\/modernising-workforce-engagement-and-agent-coaching-with-ai\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"170\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/WEM-Blog-Resource-Thumbnail-300x170.png\" alt=\"Modernising Workforce Engagement and Agent Coaching with AI\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">19\/04\/2026<\/p><h3 class=\"card-title h6\">Modernising Workforce Engagement and Agent Coaching with AI<\/h3><p class=\"card-text mt-1\">As artificial intelligence (AI) reshapes the customer experience (CX) landscape, many organisations recognise its transformative...<\/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-1-e1632347601319.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\/modernising-workforce-engagement-and-agent-coaching-with-ai\"><\/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}]}}