{"id":436818,"date":"2022-06-19T21:17:56","date_gmt":"2022-06-20T04:17:56","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/top-cx-trend-7"},"modified":"2022-12-14T21:30:53","modified_gmt":"2022-12-15T05:30:53","slug":"top-cx-trend-7","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-sg\/resources\/top-cx-trend-7","title":{"rendered":"Top CX Trend 7"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section g_section_overflow=&#8221;visible&#8221; g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1632952200753{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column]<div class=\"chunk-template-container\" ><div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1620814390837{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221; el_class=&#8221;sticky-top nav-container&#8221;][vc_row][vc_column]<style type='text\/css'>\r .promoNumber { color: #FFF; } .promoNumber:hover { color: #FF4F1F; } .sticky-top { position: -webkit-sticky !important; position: sticky !important; } .navbar { overflow: visible; z-index: 1020; } .navbar.tcxt22 { max-height: 110px; } .navbar.tcxt22 .navbar-brand img { max-height: 36px; width: auto; } .navbar.tcxt22 .nav-link { padding-top: 0; padding-bottom: 0rem; } .navbar.tcxt22 .nav-item.register-container { margin-left: 3.3336rem; display: flex; align-items:center; } .navbar.tcxt22 .navbar-nav .nav-item .nav-link:hover { color: #FF4F1F!important; } .navbar.tcxt22 .navbar-nav .nav-item .nav-link.register-btn { box-shadow: 0 12px 24px rgba(0,0,0,0.15); font-size: 1.111rem; height: 56px; padding: 0.6112rem 2.222rem; color: #FFF; font-weight: 700; border-radius: 100px; line-height: 1.667rem; background-color: #FF4F1F; min-width: 198px; border: 2px solid #FF4F1F; } .navbar.tcxt22 .navbar-nav .nav-item .nav-link.register-btn:hover { background: #FFF; color: #FF4F1F; } .navbar.tcxt22 .navbar-nav .dropdown-menu { padding: .25rem 2rem 1.25rem; min-width: 461px; } .navbar.tcxt22 .navbar-nav .dropdown-menu a { padding: 1rem 0; border-bottom: 1px solid #f3f3f3; } .navbar.tcxt22 .navbar-nav .dropdown-menu a:after { display:none; content:\"\"; } .navbar.tcxt22 .navbar-nav .dropdown-menu a:focus, .navbar.tcxt22 .navbar-nav .dropdown-menu a:active, .navbar.tcxt22 .navbar-nav .dropdown-menu a:hover{ color: #FF4F1F!important; background: none; font-weight:700; } @media only screen and (max-width: 991px) { .section_wrapper .vc_section.nav-container { padding: 0 !important; } .nav-container .wpb_row{ max-width: 100%; margin: 0; } .nav-container .wpb_row > .wpb_column { padding: 0; } .navbar.tcxt22 { padding: 0 15px; } .navbar.tcxt22 .nav-item:after, .navbar.tcxt22 .nav-item .nav-link:after, .navbar.tcxt22 .nav-item .nav-link:hover:after{ content:\"\" !important; } .navbar.tcxt22 .nav-item.dropdown > .nav-link { position:relative; } .navbar.tcxt22 .nav-item.dropdown > .nav-link:after { content:\"+\" !important; } .navbar.tcxt22 .nav-item.dropdown.show > .nav-link:after { content:\"\u2212\" !important; } .navbar.tcxt22 .nav-item.dropdown > .dropdown-menu { box-shadow: none; border-top: 1px solid #E3E3E3; } .navbar.tcxt22 .nav-item.dropdown > .dropdown-menu > .dropdown-item { padding-left: 0; padding-right: 0; font-size: 0.77778rem; text-indent: 1rem; border-bottom: 0.75px solid #E3E3E3; } .navbar.tcxt22 .nav-item.dropdown > .dropdown-menu > .dropdown-item:last-child { border-bottom: none; } .navbar.tcxt22 .navbar-nav .dropdown-menu a:focus, .navbar.tcxt22 .navbar-nav .dropdown-menu a:active, .navbar.tcxt22 .navbar-nav .dropdown-menu a:hover{ background: #FFFFFF; color: #4E5054; } .navbar.tcxt22 .nav-item.register-container { border-bottom: none !important; margin-top: 2rem !important; } .navbar.nav-full #main_nav.show ul.navbar-nav li.nav-item > a.register-btn { color: #FFF; height: 56px; padding: 0.6112rem 2.222rem; width: 100%; } .navbar.nav-full #main_nav.show ul.navbar-nav li.nav-item > a.register-btn:hover { color: #FFF; } } \r <\/style><style type='text\/css'>\r #socx21-panel-nav .stack-stats a .card-body { padding-bottom: 1.667rem !important; background-color: #f3f3f3; border-radius: 10px; } .stack-stats .rounded.shadow { border-radius: 10px !important; } #socx21-panel-nav .stack-stats a:hover span.font-swb.text-navy { color: #FF4F1F !important; } #socx21-panel-nav .stack-stats a:hover .card-body { background: #23395d; border-radius: 10px; } #socx21-panel-nav .stack-stats a:hover .card-body p { color: #FFF; } .stack-stats p span.font-swb { padding-right: .5rem!important; } header.navbar.kraken { display: none !important; } .navbar.tcxt22 .navbar-nav .dropdown-menu a:last-child { border:none!important; padding-bottom:0; } .section_wrapper .vc_section.nav-container{ overflow: visible; } .tcxt22.navbar.sticky-top.navbar-expand-lg.nav-full { background: #FFF; height: 110px; align-items: center; } li.home-link a{ color: #4E5054; } #navbarDropdown { color: #4E5054; margin: 0; padding: 0; } #navbarDropdown:hover::after { color: #FF4F1F; } li.show #navbarDropdown::after { color: #FF4F1F; } .genesys-button.align-center.full-width.genesys-orange-fill { margin: 0; } .nav-item.dropdown { align-self: center; margin-right: 4rem; } .dropdown-menu.show { top: 69px; left: -172px; background: #23395D; } .dropdown-item { color: #FFF !important; font-size: .887rem; font-weight: 300; } .dropdown-item:hover { color: ##23395D !important; background: none!important; } .navbar .navbar-nav .dropdown-menu { border: none!important; margin-top: 0px!important; } .dropdown-toggle::after { border-top: 2px; border-right: 2px; border-bottom: 0; border-left: 0; border-style: solid; content: ''; display: inline-block; height: 9px; left: ; position: relative; vertical-align: top; width: 9px; top: 8px; transform: rotate(135deg) !important; } li.show #navbarDropdown::after { color: #FF4F1F; transform: rotate(-45deg) !important; top: 12px; } @media (max-width:991px) { .navbar.nav-full #main_nav ul.navbar-nav li.nav-item > a:hover { color: #FF4F1F !important; } .navbar.nav-full #main_nav.show ul.navbar-nav li.nav-item.show > a { color: #FF4F1F !important; text-align: center; } .navbar.nav-full #main_nav.show ul.navbar-nav li.nav-item > a::after { right: -20px !important; top: 13px !important; } .navbar.nav-full #main_nav.show ul.navbar-nav li.nav-item.show > a::after { right: 142px !important; } .navbar.nav-full #main_nav.show ul.navbar-nav li.nav-item > a::after { transform: rotate(0deg) !important; } .navbar.nav-full #main_nav.show ul.navbar-nav li.nav-item > a { text-align: center; } .dropdown-toggle::after { transform: rotate(0deg) !important; } .navbar.tcxt22 .navbar-nav .dropdown-menu { background-color: #FFF; } .tcxt22.navbar #main_nav .navbar-nav .nav-item .dropdown-menu .dropdown-item { color: #4E5054 !important; } }\r <\/style>[vc_raw_html]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[\/vc_raw_html][vc_raw_js]JTNDc2NyaXB0JTNFJTBBalF1ZXJ5JTI4ZG9jdW1lbnQlMjkucmVhZHklMjhmdW5jdGlvbiUyOCUyNCUyOSUyMCU3QiUwQSUyMCUyMCUyMGlmJTIwJTI4JTI0JTI4JTIyaGVhZGVyLmtyYWtlbi5uYXZiYXIlMjIlMjkubGVuZ3RoJTIwJTNFJTIwMCUyOSUyMCU3QiUwQSUyMCUyMCUyMCUyMCUyMCUyMCUyMCUyMCUyNCUyOCUyMmhlYWRlci5rcmFrZW4ubmF2YmFyJTIyJTI5LnJlbW92ZSUyOCUyOSUzQiUwQSUyMCUyMCUyMCU3RCUwQSU3RCUyOSUzQiUwQSUzQyUyRnNjcmlwdCUzRQ==[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div><style type=\"text\/css\" data-type=\"vc_shortcodes-custom-css\">.vc_custom_1620814390837{padding-top: 0px !important;padding-bottom: 0px !important;}<\/style><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; m_background_color=&#8221;bgc-orange&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415507%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642012762633{padding-top: 2.167rem !important;padding-bottom: 2.167rem !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;]<style type='text\/css'>\r .section_wrapper .vc_section.cta-foot { padding-bottom: 13rem !important; } .stack-two li::marker { color: #ff4f1f; font-weight: 500; } .stack-two{ padding-right: 0; } .stack-two .col-lg-4\\\/5 { margin-left: -2rem; } .stack-stats p span.font-swb{ font-size:2rem; line-height:1.889rem; padding-right: 1rem; } .stack-stats p{ font-size:1.444rem; line-height:1.889rem; } .trendy { text-transform: uppercase; } .kraken.navbar{ display: none; } .section_flair{ width: 100%; width: -moz-available; width: -webkit-fill-available; width: stretch; } .footer.main.footer-full { display: none; } body .section_wrapper > section:nth-last-child(2)::after { height: 0!important; } #socx21-panel-nav [class*=\"1\/5\"] { -webkit-box-pack: inherit; -webkit-justify-content: inherit; -ms-flex-pack: inherit; justify-content: inherit; -webkit-box-align: inherit; -webkit-align-items: inherit; -ms-flex-align: inherit; align-items: inherit; } #socx21-panel-nav h4 { font-weight: 400; margin-bottom: 0; font-size: 1.167rem; color: #4e5054 !important; } #socx21-panel-nav .card:hover h4 { color: #FFF !important; } #socx21-panel-nav .card-body { padding-bottom: 0 !important; } #socx21-panel-nav .bgc-orange .card-footer { color: #FFF; } #socx21-panel-nav .bgc-orange:hover { background-color: #23395D; } #socx21-panel-nav .bgc-orange:hover .card-footer { color: #FFF } #socx21-panel-nav .card-footer.arrow { margin-bottom: 0; font-weight: 100; color: #4e5054; font-size: 1rem; } #socx21-panel-nav .component:hover .card-footer.arrow { color: #FFF; } #socx21-panel-nav .card { border-radius: 10px; min-height: 126px; margin-bottom: 3rem; } #socx21-panel-nav .card:hover { background: #FF4F1F; } #socx21-panel-nav .col-md-6:first-child { max-width:15%; flex: 0 0 15%; align-self:center; } #socx21-panel-nav .col-md-6:nth-child(2) { max-width:85%; flex: 0 0 85%; align-self:center; } #socx21-panel-nav img.card-img{ max-width: 80px; max-height: 80px; margin-left: 1.25rem; } #socx21-panel-nav .arrow:hover::after, #socx21-panel-nav a:hover .arrow::after { opacity: 0; } @media only screen and (max-width: 960px) { #socx21-panel-nav .stack-one a.component.card:last-child { margin-bottom: 0rem!important; } #socx21-panel-nav .stack-two { margin-top: 3rem!important; } #socx21-panel-nav .stack-two { margin-bottom: 5rem!important; } .section_wrapper .row .stack-two .wpb_column + .wpb_column{ margin-top:0!important; } .section_wrapper .row .stack-two .wpb_column + .wpb_column .vc_column-inner{ margin-left:0!important; } .stack-two{ padding-right: 30px; } .stack-two .col-lg-4\\\/5 { margin-left: 0; } }\r <\/style>[vc_column_text]<\/p>\n<p class=\"trendy\">Trend 7<\/p>\n<h1>Contact centres will develop into CX talent hubs that spur growth<\/h1>\n<p>To compete on the employee experience, businesses will recruit and\u202fdevelop CX staff with long-term career planning in mind. In doing so, they\u2019ll attract sought-after\u202fskill sets and build talent that will fuel organisational growth.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; elemental_order=&#8221;order-2&#8243; offset=&#8221;vc_hidden-md vc_hidden-sm vc_hidden-xs&#8221;][vc_single_image image=&#8221;415741&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-white&#8221; m_background_color=&#8221;bgc-white&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_id=&#8221;socx21-panel-nav&#8221;][vc_row css=&#8221;.vc_custom_1642717011862{margin-top: -2.167rem !important;padding-top: 0px !important;}&#8221;][vc_column width=&#8221;1\/3&#8243; el_class=&#8221;stack-stats&#8221;]<a class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" href=\"\/en-sg\/resources\/ai-comes-of-age-report\" target=\"_blank\" rel=\"\" ><div class=\"card-body\"><p><span class=\"font-swb text-navy\">62%<\/span>of CX frontrunners use AI to identify employee career growth opportunities<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a><a class=\"component card w-100 bgc-white vertical text-start nomedia  chevron-only  \" href=\"\/en-sg\/resources\/values-agent-performance\" target=\"_blank\" rel=\"\" ><div class=\"card-body\"><p><span class=\"font-swb text-navy\">Learning new skills<\/span>is what contact centre employees worldwide love most about their jobs<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-end\"><div class=\"small mt-0 chevron btn btn-secondary  only\"><\/div><\/div><\/div><\/a><div class=\"genesys-image align-center\"><a class=\"video-lightbox\" href=\"https:\/\/www.youtube.com\/embed\/fyVgppZYBJo\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Mila-Dantonio-Video-Thumbnail.jpg\" alt=\"Mila d&#8217;antonio video thumbnail\" width=\"760\" height=\"430\" class=\"rounded-xs\"\/><\/a><\/div>[\/vc_column][vc_column width=&#8221;2\/3&#8243; el_class=&#8221;stack-two&#8221;][vc_row_inner content_placement=&#8221;middle&#8221;][vc_column_inner width=&#8221;1\/5&#8243;][vc_single_image image=&#8221;415742&#8243; si_max_width=&#8221;115px&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;4\/5&#8243;][vc_column_text]<\/p>\n<p class=\"font-swb text-36 text-navy mb-0 pb-0\">Mila D\u2019Antonio<\/p>\n<p>Principal Analyst, Business Platforms and Applications, Omdia[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=&#8221;.vc_custom_1642017072001{padding-top: 1.167rem !important;}&#8221;][vc_column_inner][vc_column_text]A perfect storm is brewing at contact centres worldwide. With high interaction volumes and rising customer expectations, there\u2019s huge pressure to deliver outstanding service. At the same time, the \u201cGreat Resignation\u201d seen as a result of the COVID-19 pandemic and staff burnout have resulted in increased attrition and made it harder to recruit new talent.<\/p>\n<p>While companies are rapidly rolling out technology to close the gap and keep up, a more fundamental trend will occur: Contact centres will transform into CX talent hubs. These centres of excellence will develop to provide exciting career paths, attract top talent and spur organisational growth.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">From jobs to careers<\/p>\n<p>Businesses at the leading edge of customer experience understand the organisational value their staff delivers and appreciate how CX work is becoming more challenging and technical. They\u2019re taking a long-term view of talent, focusing on learning and development as well as setting career paths to attract and retain high performers.<\/p>\n<p>In this new model, CX employees are increasingly tasked with using insights to solve problems. They develop deep knowledge of the customer and how organisational processes affect satisfaction. These highly qualified agents are involved in the design of technology solutions that support their workflows and deliver critical insights. This enables them to provide empathy in the moment and handle complex inquiries \u2014 without the need to escalate.<\/p>\n<p class=\"text-22 text-navy pt-2 font-weight-normal\">Building a lifetime value centre<\/p>\n<p>Companies will build an empowered and empathetic workforce by equipping employees with the skills to deliver superior CX, atop a technology framework that removes tension from their daily responsibilities and provides them with relevant customer insights. And, in enabling staff to develop career-building skill sets, they\u2019ll transform the contact centre into a lifetime value centre \u2014 a place that increases the lifetime value of customers and employees alike.<\/p>\n<p>In this shift toward the new lifetime value centre, businesses will learn what agents value most. And they\u2019ll align their rewards, compensation and daily responsibilities with those values. In addition, they\u2019ll provide ongoing training, coaching and cross-functional projects that develop soft skills and technical expertise.<\/p>\n<p>Cementing the lifetime value centre approach will also involve using employees to develop and implement technology for improving the customer experience, as well as their own. AI will assist with real-time insights, predictions and intelligent call routing to the most appropriate staff member. Automation will reduce administration and manage routine tasks.<\/p>\n<p class=\"font-swb text-navy text-36 pt-2\">in enabling staff to develop career-building skill sets, they\u2019ll transform the contact centRE into a lifetime value centRE \u2014 a place that increases the lifetime value of customers and employees alike.<\/p>\n<p class=\"pt-2\">As a result of these shifts, the lifetime value centre will:<\/p>\n<ul>\n<li>Grow in-demand skills, such as design thinking and journey mapping<\/li>\n<li class=\"pt-2\">Support on-premises and remote agents while expanding the use of gig workers<\/li>\n<li class=\"pt-2\">Create a continuous learning environment designed for career advancement<\/li>\n<li class=\"pt-2\">Improve compensation, including performance-based bonuses<\/li>\n<\/ul>\n<p class=\"pt-2\">These changes will ultimately affect more than the contact centre. In its evolution to a CX talent hub, the new contact centre \u2014 the lifetime value centre \u2014 will arm agents with real-time insights and collaborative platforms for activating broad changes across the enterprise. In becoming true advocates for the customer, CX staff will grow the top line, as well as pinpoint areas of ongoing frustration.<\/p>\n<p>As CX becomes an organisational strength, CX employees will gain recognition and advance their careers. And the most impactful transformation will happen in a cohesive enterprise where everyone works toward the same goal: elevating CX and impacting the bottom line.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415511%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642016188476{padding-bottom: 9rem !important;}&#8221; el_class=&#8221;cta-foot&#8221;][vc_row][vc_column][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\">Learn more about workforce engagement<\/h2>\n<p>[\/vc_column_text]<div class=\"btn-container justify-content-center \"><a role=\"button\"  class=\"btn btn-secondary\" href=\"\/en-sg\/resources\/practical-guide-workforce-engagement\" target=\"\" rel=\"nofollow\">Get the report<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1642013443858{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221; el_class=&#8221;sticky-top nav-container&#8221;][vc_row][vc_column][vc_raw_html]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[\/vc_raw_html][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section g_section_overflow=&#8221;visible&#8221; g_section_text=&#8221;white&#8221; full_width=&#8221;stretch_row_content&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1632952200753{padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_text=&#8221;white&#8221; m_background_color=&#8221;bgc-orange&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_image%22%3A%22415507%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%7D%5D&#8221; css=&#8221;.vc_custom_1642012762633{padding-top: 2.167rem !important;padding-bottom: 2.167rem !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text] Trend 7 Contact centres will develop into CX talent hubs that spur growth To compete on the employee experience, businesses will recruit and\u202fdevelop CX staff with long-term career planning in mind. In doing [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[14902],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-436818","resources","type-resources","status-publish","hentry","tax_contenttheme-improve-customer-experience-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/436818","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/9"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/436818\/revisions"}],"predecessor-version":[{"id":461388,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/resources\/436818\/revisions\/461388"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=436818"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=436818"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=436818"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=436818"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=436818"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=436818"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=436818"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=436818"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=436818"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=436818"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=436818"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}