{"id":519605,"date":"2024-05-09T14:19:00","date_gmt":"2024-05-09T21:19:00","guid":{"rendered":"https:\/\/www.genesys.com\/experience-orchestration"},"modified":"2026-01-19T19:37:04","modified_gmt":"2026-01-20T03:37:04","slug":"experience-orchestration","status":"publish","type":"page","link":"https:\/\/www.genesys.com\/en-sg\/experience-orchestration","title":{"rendered":"Experience orchestration"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section m_background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;bg-posx-left&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Experience orchestration<\/h1>\n<p>Coordinate end-to-end journeys that customers love, reducing operational costs and building customer loyalty[\/vc_column_text]<div class=\"btn-container   vc_custom_1766001228851\"><a role=\"button\"  class=\"btn btn-primary\" href=\"#get-started\" target=\"\" rel=\"\">Get started<\/a><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;forced-round-xl&#8221;]<div class=\"genesys-image align-right play-button\"><a class=\"video-lightbox no-btn-label\" href=\"https:\/\/www.youtube.com\/embed\/LRKWpocUhKc\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/AI-Experience-Orchestration_video-thumbnail.jpg\" alt=\"Ai experience orchestration video thumbnail\" width=\"1330\" height=\"748\" class=\"rounded-xs\"\/><div class=\"video-backdrop\"><\/div><div class=\"play-btn bgc-white rounded d-flex align-items-center justify-content-center\"><div class=\"play-icon d-flex align-items-center justify-content-center\"><i class=\"fa-kit fa-play\"><\/i><\/div><\/div><\/a><\/div><style type='text\/css'>\r .forced-round-xl .rounded-xs,.forced-round-xl .video-lightbox .video-backdrop { border-radius: 24px; } .forced-round-xl img { border-radius: 24px; }\r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section m_background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;bg-posx-left&#8221; css=&#8221;.vc_custom_1767893232118{padding-top: 0px !important;}&#8221;][vc_row][vc_column offset=&#8221;vc_col-md-offset-2 vc_col-md-8&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 style=\"text-align: center;\">What is experience orchestration?<\/h2>\n<p style=\"text-align: center;\">Experience orchestration (EO) is the process of identifying and creating the ideal end-to-end journey for each customer, improving both their experience and your business outcomes.<\/p>\n<p style=\"text-align: center;\">Businesses can coordinate data, systems, channels and roles to create more effective, efficient and emotionally intelligent experiences. Together, these technologies can reshape the ways businesses deliver both customer and employee experiences, unlocking new levels of automation, augmentation, personalisation and optimisation.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; css=&#8221;.vc_custom_1766002394384{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;608944&#8243; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221; si_alt_text=&#8221;three levels of orchestration&#8221;][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-md-offset-1 vc_col-md-5&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Understanding the levels of experience orchestration<\/h2>\n<p>There are a number of different levels of experience orchestration sophistication that an organisation can have, ranging from purely manual customer interactions to full agentic orchestration. And Genesys is uniquely suited to help your organisations move up these levels.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"arrow arrow-primary\" href=\"\/en-sg\/blog\/post\/the-levels-of-experience-orchestration\" target=\"\" rel=\"\">Explore the levels<\/a><\/div>[vc_row_inner][vc_column_inner][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">The six levels of experience orchestration<\/h3>\n<p>These indicate on a continuum where an organisation\u2019s experience orchestration sophistication lies, from \u201cnone\u201d to \u201cfully agentic.\u201d[\/vc_column_text][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Why the levels matter<\/h3>\n<p>The levels of experience orchestration is a model that allows your business to understand where different areas of the business are, and determine not only where they should be, but also how to mature operations, technology and more to get where your business needs demand. Every business doesn\u2019t have to get to Level 5 in all phases of the business \u2014 assess your needs and see how best to meet them.[\/vc_column_text][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Only Genesys<\/h3>\n<p>Genesys is uniquely placed to partner with your business as you determine your experience orchestration maturity levels across your business. We\u2019ll support you as you move along the levels of experience orchestration to get where you need to be to optimise your customer experience (CX).[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; css=&#8221;.vc_custom_1767893249123{padding-top: 0px !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221;][vc_column offset=&#8221;vc_col-md-6&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Examples of experience orchestration<\/h2>\n<p>A customer\u2019s brand experience is a journey from awareness of your brand to purchase and beyond. Optimised journeys create the ideal customer experience. Here&#39;s how experience orchestration helps deliver the optimal experience.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221;][vc_column]<div class=\"links-container component-links-roulette forced-round-xl\"><div class=\"row\"><div class=\"col-md-6 links-col main-col\"><div class=\"gray-line-indicator\"><\/div><div class=\"link-items-container\"><div class=\"link-item active\" data-key=\"0\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Proactively automating and predicting customer engagement<\/h3><p class=\"text-16 link-desc\">With artificial intelligence (AI), your business can use historical customer data to predict what new customers are going to want and need, and automatically provide them with the next-best action at the right time. By understanding context and intent, this helps onboard new customers and turn them into loyal customers faster.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"1\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Continually optimise customer journeys based on intended outcomes<\/h3><p class=\"text-16 link-desc\">Experience orchestration smooths out the purchasing and payment process. It uses AI to examine customer actions and reveal the best possible buyer\u2019s journey based on customer intent. Now, it can guide customers seamlessly as they learn about products and services, shop for solutions that will solve their needs, and purchase and pay. Let's say your customer needs to make a payment. AI examines customer actions and can coordinate across systems to guide the customer seamlessly through the process \u2014 making it personalised from the first moment through the process completion.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"2\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Customer support issues get solved faster<\/h3><p class=\"text-16 link-desc\">Providing more accurate, helpful and rapid support to customers positively impacts brand perception and customer loyalty, and an orchestrated customer experience helps to do just that. AI tools enhance the experience both by allowing customers to more easily self-serve and by enhancing your agents\u2019 ability to help them get to their desired outcomes. If your customer needs to talk to a human agent, AI pulls over relevant context and AI tools enhance the agent's ability to service the customer faster. And, by orchestrating front and back office workflows, the customer\u2019s issue is resolved quickly the first time.<\/p><\/div><\/div><\/div><div class=\"link-item\" data-key=\"3\"><div class=\"component card w-100 vertical text-start shadow item-link-card no-link\"><div class=\"card-body link-content m-0\"><h3 class=\"h5 link-title\">Increasing retention and lifetime value<\/h3><p class=\"text-16 link-desc\">The right AI-powered capabilities help pinpoint the moments customers abandon their cart. This data enables the business to identify when someone is at risk and take steps to help, building loyalty rather than losing a customer forever. By understanding the data across the customer lifecycle, you can orchestrate the moments that matter across the experience to deliver the best outcome. And you can easily spot gaps to address customers at risk before they leave, letting you continuously optimise to drive loyalty and growth.<\/p><\/div><\/div><\/div><\/div><\/div><div class=\"col-md-6 links-col media-col\"><img decoding=\"async\" data-img-key=\"0\" class=\"link-image active\" src=\"https:\/\/www.genesys.com\/media\/eo-examples_graphic_1.jpg\" width=\"792\" height=\"492\" alt=\"Eo examples graphic 1\"><img decoding=\"async\" data-img-key=\"1\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/eo-examples_graphic_2.jpg\" width=\"792\" height=\"492\" alt=\"Eo examples graphic 2\"><img decoding=\"async\" data-img-key=\"2\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/eo-examples_graphic_3.jpg\" width=\"792\" height=\"492\" alt=\"Eo examples graphic 3\"><img decoding=\"async\" data-img-key=\"3\" class=\"link-image\" src=\"https:\/\/www.genesys.com\/media\/eo-examples_graphic_4.jpg\" width=\"792\" height=\"492\" alt=\"Eo examples graphic 4\"><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row el_class=&#8221;forced-modern&#8221;][vc_column]<a class=\"component-cta-block card w-100 h-100 bgc-lgray centered cta-text-start \"  href=\"https:\/\/omdia.tech.informa.com\/om031943\/omdia-universe-customer-engagement-platforms-202324\" target=\"_blank\" rel=\"noopener\"><div class=\"row align-items-center image-hide cta-tiny-padding card-body\"><div class=\"col-12 col-md-5 offset-md-1 no-offset\"><div class=\"content-container\"><h3>Experts agree: Experience orchestration is your differentiator<\/h3>\n<p class=\"text-20\">The bottom line is: In today\u2019s digital-first experience economy, and against the backdrop of turbulent times, enterprises can\u2019t underestimate the importance of scaling quickly to provide unique and relevant experiences across digital channels and communications.<\/p>\n<p>&#8211; Omdia Universe: Customer Engagement Platforms, 2023-24<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Learn more<\/div><\/div><\/div><div class=\"col-image offset-0 offset-md-1 col-md-5 flex-column justify-content-center mt-1 mt-lg-0 img-top-container no-offset flex-column justify-content-center mt-1 mt-lg-0 img-top-container\"><img decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/www.genesys.com\/media\/omdia-resource_thumbnail.jpg\" alt=\"\" class=\"rounded\"><\/div><\/div><\/a><style type='text\/css'>\r .forced-modern .component-cta-block .card-body { padding: 1rem 2.5rem; }\r <\/style>[\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column offset=&#8221;vc_col-md-7&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"text-balance\">Benefits of experience orchestration<\/h2>\n<p>AI\u2011powered journey orchestration transforms the ways that people interact with your business. And it does more than just support customers and employees \u2014 it boosts your bottom line.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Experiences that grow with your customers<\/h3>\n<p>With the help of AI, you can see changes in customer behaviour as they happen, and adjust journeys to match new goals and needs. This way your customers will never receive an outdated experience, and you can outpace your competition. This will boost your customer satisfaction and Net Promoter Score as experiences improve and customers are delighted by their support experience.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Personalised experiences that grow loyalty<\/h3>\n<p>Experience orchestration delivers the seamless, personalised and contextual experience that today\u2019s customer expects across every touchpoint. Create loyal customers by providing each one with exactly what they need, when they need it, without roadblocks.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Empowered, productive employees<\/h3>\n<p>Experience orchestration improves employee journeys, as well. Better and more accessible data make it easier for service agents to help customers in need, improving the day-to-day employee experience as well as overall employee satisfaction. This data-driven support improves average handling time (AHT) as efficiencies within your customer service setup build.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">Business-first analytics<\/h3>\n<p>Don\u2019t just guess at which customer journey will be best for your bottom line \u2014 get the information to know. Holistic real-time, contextual data gives business leaders the insights they need to be able to build experiences that customers will love and will drive business results. Organising around a customer-centric design philosophy increases customer retention, preserving and improving your existing revenue and preventing expenditures on replacing customers as they churn.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"h5\">AI\u2011powered agent support<\/h3>\n<p>Generative, predictive and conversational AI deliver insights right when they\u2019re needed. Virtual agents contain call volume, reduce average handling time and improve service \u2014 keeping employees focused on interactions that make a business impact. This increases first-contact resolution, as intent-driven context allows agents to serve customers faster and provide the right assistance more accurately.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column offset=&#8221;vc_col-md-6&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 class=\"text-balance\">Discover the power of an orchestrated customer experience<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row align-items-stretch gutter-small col-count-4 scrollable-row\"><div class=\"col-12 primary-item grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component-cta-block centered cta-text-end\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/genesys-cloud-ai-powered-experience-orchestration-demo\"><div class=\"row align-items-stretch image-stack chevron-only card-body\"><div class=\"col-image col-md-5 flex-column justify-content-center img-top-container no-offset\"><img decoding=\"async\" class=\"rounded\" src=\"https:\/\/www.genesys.com\/media\/820x464-Demo-Video-EO.jpg\" height=\"464\" width=\"820\" alt=\"820&#215;464  demo video   eo\"><\/div><div class=\"col-content col-md-7 mt-lg-0\"><div class=\"content-container align-self-start align-self-md-center\"><p class=\"assettag\">Demo<\/p><h3 class=\"item-title\">Genesys Cloud experience orchestration<\/h3><p class=\"brief-desc text-20 mb-0\">Watch the demo to learn how to automate, augment, personalise, and optimise every customer journey.<\/p><\/div><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-blog\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-levels-of-experience-orchestration\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Levels-of-Experience-Orchestration-blog-image-820-x-548.png\" height=\"547\" width=\"820\" alt=\"Experience orchestration, ai, genesys, personalization, levels\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Blog<\/p><h3 class=\"item-title h6\">The levels of experience orchestration<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/ai-powered-experience-orchestration-playbook\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Thumbnail-The-AI-Powered-Orchestration-playbook-820x464-1.png\" height=\"464\" width=\"820\" alt=\"Thumbnail   the ai powered orchestration playbook 820&#215;464\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Ebook<\/p><h3 class=\"item-title h6\">The AI-Powered Experience Orchestration playbook<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-blog\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/experience-orchestration-is-key-to-knowing-your-customers\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/SHS-blog-img_retail_820x550-1.jpg\" height=\"550\" width=\"820\" alt=\"Experience orchestration is key to knowing your customers   genesys blog image\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Blog<\/p><h3 class=\"item-title h6\">Experience Orchestration Is Key to Knowing Your Customers<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1766089262226{background-image: url(https:\/\/www.genesys.com\/media\/eo-tts-cta.jpg?id=609144) !important;}&#8221; el_class=&#8221;px-0 py-2 px-md-5 py-md-5&#8243; el_id=&#8221;get-started&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Deliver personalised experiences across channels<\/h2>\n<p>No matter where your customer\u2019s experience starts \u2014 on social media, phone or website \u2014 you can orchestrate it with the Genesys Cloud\u2122 platform. Coordinate every step of every experience, and get Quick customer resolutions while creating moments that matter.<\/p>\n<p>Reach out to us today and learn how Genesys can help you achieve true Experience orchestration.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"inline\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  data-target=\".thank-you\" ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not 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cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"First Name\">\n        <label for=\"fe190\">First Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Job Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Center Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations \/ Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Job Function<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Company Name\">\n        <label for=\"fe193\">Company Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Country<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energy & Utilities<\/option><option value=\"Entertainment\">Entertainment<\/option><option value=\"Government\">Government<\/option><option value=\"Insurance\">Insurance<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technology<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Other<\/option>\n        <\/select>\n        <label for=\"fe221\">Industry<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Talk to sales\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Talk to sales\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_column_text css=&#8221;&#8221; el_class=&#8221;thank-you&#8221;]<\/p>\n<p class=\"h4 font-weight-bold\">Thank you for your interest.<\/p>\n<p>We\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Frequently asked questions about Experience orchestration<\/h2>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;5\/6&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"component-accordion-container no-title\" data-display=\"accordion\"><div class=\"component-accordion-content custom-accordion\" data-opened=\"1\"><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What are the key components of an effective Experience orchestration platform?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>An effective <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/journey-orchestration\">Journey orchestration platform<\/a> must be compatible with your systems of record, like CRM, ERP and operations systems. It must also bring together your systems of engagement like websites, social media and bots.<\/p>\n<p>With these components, it can draw data from every interaction a customer has with your brand. That <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/journey-analytics\">Customer journey analytics<\/a> data is brought into an AI-infused orchestration engine that processes it through Machine learning, workflow builders and more. The data is then routed and pushed through the right engagement services to optimise the customer\u2019s experience.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How does AI contribute to experience orchestration?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>AI underpins experience orchestration by automating workflows and processes, augmenting your workforce to upskill and make them more productive, personalise every moment with contextual, real-time understanding and optimise with AI analytics to draw out key insights to improve experiences to build loyalty and deliver business value.<\/p>\n<p>When it comes to Genesys Cloud AI, it&#8217;s natively built within the platform, making it easier to use and faster to apply across a wide set of CX use cases. Genesys Cloud AI is fine-tuned for CX and configurable for your business. With built-in governance and compliance, you can apply AI without risk.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What role does data play in experience orchestration?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>CX orchestration requires data from all available sources, including, but not limited to, your CRM, ERP, operations systems, websites, social media platforms and AI Agents. An experience orchestration engine takes in all that data and uses AI to determine what the best next action is for that individual, based on the situation and context. It all relies on having a full view of data, and on being able to analyse and interpret the data well.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">Can experience orchestration improve customer retention and acquisition?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Yes. <a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx\">Eighty-six percent of consumers say a company is only as good as its service, and 31% of consumers say they stopped doing business with a company after a negative customer experience.<\/a> Customers expect their experiences to be personalised and when they encounter roadblocks, they\u2019re more than willing to buy elsewhere. On the other hand, providing customers with exactly what they need, when they need it, practically guarantees higher satisfaction. And satisfaction promotes loyalty.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How does experience orchestration differ from customer journey mapping?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Customer journey mapping helps visualise, measure and monitor the journeys that customers take as they seek to achieve a goal, allowing you to better optimise business performance as you work to make those customer goals easier to achieve. As an analytics and measurement function, it serves as a key part of the experience orchestration process. Experience orchestration builds in artificial intelligence to allow a business to use the aggregated data to design and automate the journey to improve outcomes for the customer and your business alike.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">How can businesses measure the success of experience orchestration?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>A number of key performance indicators can help determine whether experience orchestration efforts are successful. Customer satisfaction and loyalty scores such as retention rate indicate whether customers are receiving what they need from their interactions with your brand. Employee efficiency increases that stem from increased empowerment can be measured using average handle time, customer ratings and even employee resourcing metrics.<\/p>\n<p>And finally, examine whether business needs are being met \u2014 operating costs dropping and revenue increasing are trailing indicators of an improved experience.<\/p>\n<\/div><\/div><\/div><div class=\"row-100 content-item component-accordion-item\" ><div class=\"title-row\"><h3 class=\"component-accordion-title title h5\">What are the common challenges in implementing experience orchestration?<\/h3><i class=\"fa-kit ms-auto fa-chevron-down\"><\/i><\/div><div class=\"component-accordion-content content-row\"><div class=\"content-details\"><p>Several potential roadblocks stand between a business and a successful experience orchestration implementation. The complexity of moving to the cloud from an on-premises solution, if needed, and the complexity of consolidating cloud applications can be risks to manage as you start. Integrating all data sources into a single platform for AI analysis and management can, depending on the platform, be challenging; as can getting visibility into every interaction and journey across your whole experience ecosystem.<\/p>\n<p>The efficiency and effectiveness of the implementation process itself determines how quickly benefits will be realised. And finally, considering the importance of AI throughout the experience orchestration process, its impact depends on proper implementation and management.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section m_background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;bg-posx-left&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;] Experience orchestration Coordinate end-to-end journeys that customers love, reducing operational costs and building customer loyalty[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;forced-round-xl&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section m_background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;bg-posx-left&#8221; css=&#8221;.vc_custom_1767893232118{padding-top: 0px !important;}&#8221;][vc_row][vc_column offset=&#8221;vc_col-md-offset-2 vc_col-md-8&#8243;][vc_column_text css=&#8221;&#8221;] What is experience orchestration? Experience orchestration (EO) is the process of identifying and creating the ideal end-to-end journey for each customer, improving [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-519605","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/519605","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\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/comments?post=519605"}],"version-history":[{"count":19,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/519605\/revisions"}],"predecessor-version":[{"id":611851,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/pages\/519605\/revisions\/611851"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=519605"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}