{"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=\"29\" data-limit=\"422\" 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-future-of-cx-will-be-built-on-intelligent-ecosystems\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"183\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/SN_AdobeStock_729969701-scaled-e1771269118852-300x183.jpeg\" alt=\"The Future of CX Will Be Built on Intelligent Ecosystems\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">13\/04\/2026<\/p><h3 class=\"card-title h6\">The Future of CX Will Be Built on Intelligent Ecosystems<\/h3><p class=\"card-text mt-1\">Across industries, organisations are racing to harness artificial intelligence (AI) to improve experiences, streamline operations...<\/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\/the-future-of-cx-will-be-built-on-intelligent-ecosystems\"><\/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\/extending-the-contact-centre-how-mobile-voice-routing-empowers-customer-facing-teams-beyond-the-four-walls\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"158\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-13-300x158.jpg\" alt=\"Extending the Contact Centre: How Mobile Voice Routing Empowers Customer-Facing Teams Beyond the Four Walls\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/04\/2026<\/p><h3 class=\"card-title h6\">Extending the Contact Centre: How Mobile Voice Routing Empowers Customer-Facing Teams Beyond the Four Walls<\/h3><p class=\"card-text mt-1\">Customer expectations\u00a0have permanently shifted. Whether someone is calling a financial advisor, an insurance adjuster, 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\/1233\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Jason-Wolfgang-e1775595335716.jpg\" alt=\"Jason Wolfgang\"><p class=\"mb-0\">Jason Wolfgang<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/extending-the-contact-centre-how-mobile-voice-routing-empowers-customer-facing-teams-beyond-the-four-walls\"><\/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\/introducing-case-management-in-genesys-cloud-work-automation\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-12-300x200.jpg\" alt=\"Introducing Case Management in Genesys Cloud Work Automation\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">06\/04\/2026<\/p><h3 class=\"card-title h6\">Introducing Case Management in Genesys Cloud Work Automation<\/h3><p class=\"card-text mt-1\">Every customer interaction has a goal.\u00a0It may be\u00a0replacing a lost shipment, approving a loan application, activating...<\/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\/1232\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Cody-Clark-e1775507121238.jpg\" alt=\"Cody Clark\"><p class=\"mb-0\">Cody Clark<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/introducing-case-management-in-genesys-cloud-work-automation\"><\/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\/from-integration-to-intelligence-the-need-for-agentic-ready-cx\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-8-300x200.jpg\" alt=\"From Integration to Intelligence: The Need for Agentic-Ready CX\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">01\/04\/2026<\/p><h3 class=\"card-title h6\">From Integration to Intelligence: The Need for Agentic-Ready CX<\/h3><p class=\"card-text mt-1\">When customer experience and CRM platforms are deeply integrated, the value extends far beyond\u00a0cost savings\u00a0or incremental...<\/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\/from-integration-to-intelligence-the-need-for-agentic-ready-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\/human-first-ai-powered-a-leadership-blueprint-for-modern-cx\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"176\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Group_collaboration-300x176.jpeg\" alt=\"Human-First, AI-Powered: A Leadership Blueprint for Modern CX\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">25\/03\/2026<\/p><h3 class=\"card-title h6\">Human-First, AI-Powered: A Leadership Blueprint for Modern CX<\/h3><p class=\"card-text mt-1\">Aaron Lael, Utah Department of Government Operations, Division of Technology Services, IT Architect, of the State of Utah, is 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\/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\/human-first-ai-powered-a-leadership-blueprint-for-modern-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\/5-questions-your-digital-analytics-should-answer-this-quarter\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-2-300x200.jpg\" alt=\"5 Questions Your Digital Analytics Should Answer this Quarter\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">21\/03\/2026<\/p><h3 class=\"card-title h6\">5 Questions Your Digital Analytics Should Answer this Quarter<\/h3><p class=\"card-text mt-1\">Quarterly planning works when you can separate signals from noise. In digital customer experience (CX), the signal is simple: Are...<\/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\/1201\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Marta-e1765322947781.jpeg\" alt=\"Marta Martinez Fernandez\"><p class=\"mb-0\">Marta Martinez Fernandez<\/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-questions-your-digital-analytics-should-answer-this-quarter\"><\/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-ai-demands-a-platform-not-another-point-solution\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/output.auto-1-300x200.jpg\" alt=\"Why Agentic AI Demands a Platform, Not Another Point Solution\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">16\/03\/2026<\/p><h3 class=\"card-title h6\">Why Agentic AI Demands a Platform, Not Another Point Solution<\/h3><p class=\"card-text mt-1\">You sideswipe a curb pulling out of a tight parking spot and damage your wheel. Frustrating, but manageable. You open your...<\/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\/1188\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/headshot_IMG_1564.jpg\" alt=\"Marissa Gbenro\"><p class=\"mb-0\">Marissa Gbenro<\/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-ai-demands-a-platform-not-another-point-solution\"><\/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\/8-winners-1-global-stage-enter-the-2026-orchestrators-innovation-awards\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"166\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/OIAs-sizzle-video-thumbnail-300x166.jpg\" alt=\"8 Winners, 1 Global Stage: Enter the 2026 Orchestrators Innovation Awards\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">09\/03\/2026<\/p><h3 class=\"card-title h6\">8 Winners, 1 Global Stage: Enter the 2026 Orchestrators Innovation Awards<\/h3><p class=\"card-text mt-1\">The future of experience won\u2019t wait. And neither should you.\u00a0\r\n\r\nNominations are now open for the 2026 Genesys Orchestrators...<\/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\/8-winners-1-global-stage-enter-the-2026-orchestrators-innovation-awards\"><\/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-ai-in-contact-centres-sets-businesses-up-for-success\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"168\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Concentrix_AdobeStock_1042469167-300x168.jpeg\" alt=\"Why AI in Contact Centres Sets Businesses Up for Success\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">01\/03\/2026<\/p><h3 class=\"card-title h6\">Why AI in Contact Centres Sets Businesses Up for Success<\/h3><p class=\"card-text mt-1\">History is in the making for contact centre teams. Over the past few years, I\u2019ve seen remote and hybrid work go from being seen...<\/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\/1223\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/digby-headshot.jpg-e1771955917147.jpeg\" alt=\"Amy Digby\"><p class=\"mb-0\">Amy Digby<\/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-ai-in-contact-centres-sets-businesses-up-for-success\"><\/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-without-guesswork-moving-from-page-views-to-outcome-driven-journeys\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/GuessworkAdobeStock_390655302-300x200.jpeg\" alt=\"CX Without Guesswork: Moving from Page Views to Outcome-Driven Journeys\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">24\/02\/2026<\/p><h3 class=\"card-title h6\">CX Without Guesswork: Moving from Page Views to Outcome-Driven Journeys<\/h3><p class=\"card-text mt-1\">Picture this: You\u2019re heading into a meeting with your executive team and you have two dashboards ready to present. The first...<\/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\/1216\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/Work-Photo-e1770935282193.jpg\" alt=\"Darius Latham\"><p class=\"mb-0\">Darius Latham<\/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-without-guesswork-moving-from-page-views-to-outcome-driven-journeys\"><\/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\/modernizing-cx-with-agentic-ai-and-whatsapp-with-voice\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/WhatsAppAdobeStock_459278063-300x200.jpeg\" alt=\"Modernising CX with Agentic AI and WhatsApp with voice\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">17\/02\/2026<\/p><h3 class=\"card-title h6\">Modernising CX with Agentic AI and WhatsApp with voice<\/h3><p class=\"card-text mt-1\">Customer experience (CX) has entered a new era, one defined by immediacy, empathy and intelligence. Customers no longer tolerate...<\/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\/1010\"><div class=\"img-container\"><img decoding=\"async\" height=\"30\" width=\"30\" src=\"https:\/\/www.genesys.com\/media\/anthony-romero-google99-copy-e1679587511935.jpeg\" alt=\"Anthony Romero\"><p class=\"mb-0\">Anthony Romero<\/p><\/div><\/a><a role=\"button\" class=\"small mt-0 chevron btn btn-secondary only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/modernizing-cx-with-agentic-ai-and-whatsapp-with-voice\"><\/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-recognised-as-a-leader-in-the-frost-radar-for-cx-in-apac\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"169\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/Social_Frost-Wem-Radar-1440x810-px-300x169.jpg\" alt=\"Genesys Recognised as a Leader in the Frost Radar for Customer Experience Platforms in Asia-Pacific\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">16\/02\/2026<\/p><h3 class=\"card-title h6\">Genesys Recognised as a Leader in the Frost Radar for Customer Experience Platforms in Asia-Pacific<\/h3><p class=\"card-text mt-1\">Customer experience is undergoing a rapid shift across Asia-Pacific. Expectations are rising while digital channels are...<\/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\/genesys-recognised-as-a-leader-in-the-frost-radar-for-cx-in-apac\"><\/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-large-action-models-will-power-agentic-orchestration\" ><div class=\"thumbnail-col\"><img decoding=\"async\" class=\"card-img-top\" height=\"200\" width=\"300\" src=\"https:\/\/www.genesys.com\/media\/AVA-OJ-blog_image_820x547-300x200.png\" alt=\"How large action models will power agentic orchestration\"><\/div><div class=\"card-body\"><p class=\"post_date mb-1\">10\/02\/2026<\/p><h3 class=\"card-title h6\">How large action models will power agentic orchestration<\/h3><p class=\"card-text mt-1\">It\u2019s 8:00 AM and your flight was cancelled overnight. You open the airline app, already bracing for friction. 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