{"id":569910,"date":"2025-04-30T16:08:29","date_gmt":"2025-04-30T23:08:29","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/year-in-review-what-went-wrong-in-cx"},"modified":"2025-04-30T16:22:17","modified_gmt":"2025-04-30T23:22:17","slug":"year-in-review-what-went-wrong-in-cx","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/year-in-review-what-went-wrong-in-cx","title":{"rendered":"Year in review: what went wrong in CX?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8221;enable&#8221; par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; 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;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;]<\/p>\n<p class=\"pre_h1\">On-demand webinar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1744754956978{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1 class=\"h2\">Year in review:<br \/>\nWhat went wrong in CX?<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Learn what went wrong in customer experience (CX) in 2024 and how to align your strategy with what customers truly want in 2025.[\/vc_column_text]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">Watch the session now to:<\/h3>\n<p>&nbsp;<\/p>\n<ul>\n<li>Get an understanding of shifting consumer expectations.<\/li>\n<li>Discover how AI and cloud-based platforms can transform CX.<\/li>\n<li>Learn best practices for delivering personalised, seamless experiences.<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;]<div 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work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701Ht000001CT2GIAW\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/569910?thankyou=569910&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" 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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 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<\/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=\"Watch now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch now\" 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][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column background_color=&#8221;bgc-lgray&#8221; width=&#8221;7\/12&#8243;][vc_row_inner css=&#8221;.vc_custom_1742491904802{margin-top: 5px !important;margin-right: 5px !important;margin-bottom: 5px !important;margin-left: 5px !important;}&#8221;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4 style=\"text-align: left;\">Overview<\/h4>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<span class=\"NormalTextRun SCXW186408759 BCX0\">Customer<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> expectations are constantly evolving, but <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">not all <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">businesses are<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> keeping up<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">.\u202f<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">According to \u201cThe State of Customer Experience\u201d report, 72%<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> of <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">consumers<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> surveyed<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">\u202f value feeling understood when interacting with a preferred brand<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">.<\/span> <span class=\"NormalTextRun SCXW186408759 BCX0\">Y<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">et only\u202f16% of CX leaders <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">surveyed say they <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">offer\u202fomnichannel service<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\"> \u2014 a key to <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">creating <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">effortless and personalised <\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">experiences<\/span><span class=\"NormalTextRun SCXW186408759 BCX0\">.<\/span><\/p>\n<p><strong>Are you meeting customer standards to drive loyalty?<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Join Shep Hyken and Harry Folloder as they uncover key CX gaps from 2024 and share solutions from \u201cThe State of Customer Experience\u201d report.\u202fPlus, you\u2019ll learn how to align your strategy with what customers truly want.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4 style=\"text-align: center;\">Our featured CX experts<\/h4>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=&#8221;.vc_custom_1742491936595{margin-top: 5px !important;margin-right: 5px !important;margin-bottom: 5px !important;margin-left: 5px !important;}&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;562680&#8243; alignment=&#8221;center&#8221; css=&#8221;.vc_custom_1742490157033{margin-bottom: 35px !important;}&#8221; si_max_width=&#8221;250&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"font-weight: 400; text-align: center;\"><strong>Shep Hyken<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"font-weight: 400; text-align: center;\">Author, Speaker and CX expert<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;562681&#8243; alignment=&#8221;center&#8221; css=&#8221;.vc_custom_1742490348067{margin-bottom: 35px !important;}&#8221; si_max_width=&#8221;250&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Harry Folloder<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\">Chief Digital and Technology Officer, Alorica<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<a class=\"component card w-100 bgc-glass-dark vertical text-center thumbnail   \" href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-cx\" target=\"_blank\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"820\" height=\"464\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/state-of-cx-mm-notext.png\" alt=\"state-of-cx-mm-notext\" ><\/div><div class=\"card-body\"><p>The webinar features data-driven insights from <strong>The State of Customer Experience report.<\/strong><\/p>\n<p>Download this report full of key insights from our survey of over 5,000 global consumers and 1,000 CX leaders.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-center\"><div class=\"small mt-0 btn btn-secondary \" href=\"#\" target=\"\" rel=\"\">Get the companion report<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section sec_modern_width=&#8221;enable&#8221; par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; 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;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;] On-demand webinar [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1744754956978{margin-bottom: 20px !important;}&#8221;] Year in review: What went wrong in CX? [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Learn what went wrong in customer experience (CX) in 2024 and how to align your strategy with what customers truly want in 2025.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; content_placement=&#8221;middle&#8221; [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":0,"template":"","tax_priority":[54],"tax_contenttheme":[14902,14904],"tax_bundle":[],"tax_contenttheme2":[16139,18481],"tax_capability_sitewide":[16201],"tax_products_programs":[17548],"tax_buying_job":[16633,16651],"tax_buyer_persona":[16887,16919],"tax_sector":[16931,16966,16986,17015,17025,17050],"tax_segment":[17079],"class_list":["post-569910","webinars","type-webinars","status-publish","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_contenttheme2-level-up-your-technology-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_sector-financial-en-sg","tax_sector-healthcare-en-sg","tax_sector-industrial-en-sg","tax_sector-public-en-sg","tax_sector-retail-en-sg","tax_sector-technology-en-sg","tax_segment-enterprise-en-sg","tax_content_type-video-en-sg","tax_set-video"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":407786,"post_author":"316","post_date":"2026-07-13 21:00:11","post_date_gmt":"2026-07-14 04:00:11","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1781622358216{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\" el_class=\"hero\"][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\" el_class=\"px-0\"][vc_column_text css=\"\"]\r\n<h1>2026 State of Customer Experience Report<\/h1>\r\n<p class=\"text-20\">Customer expectations are rising, creating new opportunities for businesses in the agentic era. Based on insights from 5,811 consumers and 1,560 CX and business leaders worldwide, this report reveals how leading organisations are using AI and CX innovation to build loyalty and drive measurable business outcomes.<\/p>\r\n[\/vc_column_text][\/vc_column][vc_column background_color=\"bgc-white\" width=\"1\/2\" elemental_order=\"order-2\" el_class=\"form-card px-2\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h2 class=\"h4\">Get your copy of the 2026 report<\/h2>\r\n[\/vc_column_text][mktoform cta_button=\"Get the report\" ar_status=\"Asset\" cta_header=\"\" form_additional_classes=\"no-bg-form\" cid_id=\"701Ht0000025UDbIAM\"][vc_raw_js]JTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnQuanMlMjIlM0UlM0MlMkZzY3JpcHQlM0UlMEElM0NzY3JpcHQlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRmNkbi5qc2RlbGl2ci5uZXQlMkZucG0lMkZjaGFydGpzLXBsdWdpbi1kYXRhbGFiZWxzJTIyJTNFJTNDJTJGc2NyaXB0JTNFJTBBJTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnRqcy1wbHVnaW4tYW5ub3RhdGlvbiUyMiUzRSUzQyUyRnNjcmlwdCUzRSUyMA==[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row r_gutter_size=\"no-gutters\"][vc_column width=\"1\/12\"][\/vc_column][vc_column width=\"10\/12\"][vc_single_image image=\"629610\" alignment=\"center\" css=\"\" rounded_corners=\"rounded-lg\"][\/vc_column][vc_column width=\"1\/12\"][\/vc_column][\/vc_row][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" disable_element=\"yes\" el_class=\"mt-4 px-2 py-2 rounded-lg\"][vc_column width=\"1\/2\"][vc_column_text css=\"\" el_class=\"banner\"]\r\n<p class=\"h5 mb-0 title\"><img class=\"alignnone size-full wp-image-628907\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" alt=\"\" width=\"28\" height=\"21\" \/>2026 State of Customer Experience Report<\/p>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][component_button content_alignment=\"text-right\" tablet_alignment=\"text-right\" primary_cta=\"url:%23form|title:Get%20the%20full%20report|\"][\/vc_column][\/vc_row][vc_row content_placement=\"middle\" el_class=\"mt-4\"][vc_column][mini_banner data_pull=\"manual\" title=\"2026 State of Customer Experience Global Report\" cta=\"url:%23|title:Get%20the%20full%20report|\" media=\"628907\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-white\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_class=\"pt-3\"][vc_row][vc_column width=\"1\/3\"][vc_column_text 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css=\"\"]PGRpdiBjbGFzcz0iY2hhcnQtY29sdW1uIj4KICAgIDxkaXYgaWQ9ImRvbnV0LWNvbnRhaW5lci0zIiBjbGFzcz0iIj4KICAgICAgICA8Y2FudmFzIGlkPSJkb251dC0zIiB3aWR0aD0iMTgwIiBoZWlnaHQ9IjE4MCI+PC9jYW52YXM+CiAgICAgICAgIDxkaXYgY2xhc3M9ImRvbnV0LWNlbnRlciI+PC9kaXY+CiAgICA8L2Rpdj4KICAgIDxkaXYgY2xhc3M9ImNoYXJ0LXN0YXQiPgogICAgICAgIDxwIGNsYXNzPSJoMyI+ODUlPC9wPgpzcGVudCBsZXNzIG9yIHN0b3BwZWQgcHVyY2hhc2luZyBhZnRlciBhIHBvb3IgZXhwZXJpZW5jZQogICAgICAgIDwvZGl2Pgo8L2Rpdj4=[\/vc_raw_html][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row el_class=\"pb-2\"][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-3\"][vc_column_text css=\"\" el_class=\"center-heading\"]\r\n<h2 style=\"text-align: center;\">Ageing infrastructure is the #1 challenge facing CX leaders<\/h2>\r\n<p class=\"text-18\" style=\"text-align: center;\">For the first time since 2023, ageing infrastructure is CX's top challenge \u2014 putting connected journeys and AI scale at risk.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\"][vc_column_text css=\"\" el_class=\"list-item\"]\r\n<h3>Disconnected systems are holding CX back<\/h3>\r\n<ul>\r\n \t<li>Operating on ageing CX infrastructure is the biggest operational challenge cited by CX leaders<\/li>\r\n \t<li>48% of companies don't pass information already shared to a human agent<\/li>\r\n \t<li>Ageing infrastructure is the biggest operational challenge cited by CX leaders<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_single_image image=\"630587\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\" el_class=\"pb-2\"][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h3>AI is reshaping consumer expectations.<\/h3>\r\n<p class=\"text-18\">Daily AI use by consumers is raising the bar on what great looks like: instant answers, no repeated context.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][vc_raw_html css=\"\"]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijc2Ij48L3A+CiAgPHA+ZXhwZWN0IEFJIHRvIGltcHJvdmUgc2VydmljZSBxdWFsaXR5PC9wPgo8L2Rpdj4=[\/vc_raw_html][\/vc_column][vc_column width=\"1\/3\"][vc_raw_html css=\"\"]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9IjQ4Ij48L3A+CiAgPHA+YmxhbWUgYSBiYWQgZXhwZXJpZW5jZSBmb3Igc291cmluZyBvbiBBSTwvcD4KPC9kaXY+Cg==[\/vc_raw_html][\/vc_column][vc_column width=\"1\/3\"][vc_raw_html 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background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\"][vc_column_text css=\"\" el_class=\"list-item\"]\r\n<h3>The agentic era demands a new CX operating model<\/h3>\r\n<ul>\r\n \t<li>40% of CX organisations are already using agentic AI<\/li>\r\n \t<li>On average, CX leaders plan to invest 30% of customer service budgets in AI-powered CX technologies<\/li>\r\n \t<li>AI projects that haven\u2019t scaled are the second-highest ranked barrier to delivering seamless journeys<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_single_image image=\"630588\" css=\"\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"1\/2\" elemental_order=\"order-2\"][vc_single_image image=\"629557\" css=\"\"][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\" el_class=\"list-item\"]\r\n<h2>How important is it to switch channels without repeating yourself?<\/h2>\r\n<p class=\"text-18\">95% of consumers say carrying context across channels matters, and most call it extremely important. Broken handoffs can make or break customer loyalty.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"1\/2\" elemental_order=\"order-2\"][vc_single_image image=\"629560\" css=\"\" rounded_corners=\"rounded-lg\"][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\" el_class=\"list-item\"]\r\n<h2>The path forward<\/h2>\r\n<p class=\"text-18\">The path forward is a connected one. Leaders are investing in CX platforms that unify people, systems, data and AI. When context follows the customer, AI has the foundation to act \u2014 and every interaction builds loyalty instead of eroding it.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\" css=\".vc_custom_1781626722241{margin-top: 40px !important;margin-bottom: 80px !important;background-image: url(https:\/\/www.genesys.com\/media\/quote-section_image.png?id=629572) !important;}\" el_class=\"quote-section\"][vc_row min_height=\"757px\"][vc_column background_color=\"bgc-glass\" width=\"3\/4\" css=\".vc_custom_1781626514825{padding-top: 32px !important;padding-right: 32px !important;padding-bottom: 32px !important;padding-left: 32px !important;}\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"text-32\">A unified CX platform can bring AI, channels, data, and workflows into a connected environment. This gives teams the context they need to work effectively and coordinate action across systems.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"The State of Customer Experience","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"state-of-cx","to_ping":"","pinged":"","post_modified":"2026-07-14 10:07:28","post_modified_gmt":"2026-07-14 17:07:28","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/the-state-of-customer-experience","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":423617,"post_author":"316","post_date":"2025-11-17 14:35:56","post_date_gmt":"2025-11-17 22:35:56","post_content":"","post_title":"Contact centre buyer's guide","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-centre-buyers-guide","to_ping":"","pinged":"","post_modified":"2026-01-27 18:22:38","post_modified_gmt":"2026-01-28 02:22:38","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/2022-contact-centre-buyers-guide","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":551253,"post_author":"316","post_date":"2024-12-15 14:31:54","post_date_gmt":"2024-12-15 22:31:54","post_content":"[vc_section][vc_row][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h1>CX trends in 2025 and beyond<\/h1>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h2>Transformative insights for your business<\/h2>\r\n[\/vc_column_text][vc_column_text css=\"\"]<span class=\"TextRun SCXW22033385 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW22033385 BCX0\">CX experts explore key trends shaping customer and employee experiences\u2014and their impact on your business in 2025 and beyond.<\/span><\/span>[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][webinarschedule][\/vc_column_inner][\/vc_row_inner][webinarschedulesingle][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]<span data-contrast=\"auto\">This webinar is a must-watch for contact centre leaders, customer service managers, business executives and anyone passionate about driving impactful customer experiences. If you're ready to lead the way in 2025 with cutting-edge insights, this event is for you.<\/span>\r\n<span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"auto\">About the webinar<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">As customer experience (CX) professionals rapidly adapt their strategies to include AI and digital transformation, staying ahead has never been more important. Join us for an exclusive look into 2025's top CX and EX trends. Our expert panel will unpack game-changing developments in AI-driven personalisation, ethical AI practices, workforce evolution and more\u2014equipping you to take your customer and employee experience strategies to the next level.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"auto\">Watch now to learn more about:<\/span><\/b><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n<ul>\r\n \t<li><span data-contrast=\"auto\">Leveraging AI for hyperpersonalised and ethical customer experiences<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Enhancing customer journeys with strategic, real-time cross-channel engagement<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Driving measurable business outcomes with CX strategies and next-gen workforce engagement management<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Watch Now!\" cms_hold=\"RG\" cid_id=\"7014X000003AgOIQA0\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1733151066545{padding-top: 0px !important;}\"][vc_row el_class=\"mx-0\"][vc_column background_color=\"bgc-lgray\" el_class=\"p-md-3 px-1\"][vc_row_inner el_class=\"mx-0\"][vc_column_inner][vc_column_text css=\"\"]\r\n<h3 style=\"text-align: center;\">Meet the speakers<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549632\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><b>Megan Burns\r\n<\/b>Founder and Principal\r\nExperience Enterprises<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549633\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Robin Gareiss\r\n<\/strong>CEO &amp; Principal Analyst\r\nMetrigy<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549634\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Sami Beydoun\r\n<\/strong>Team Leader, Student Services Hub\r\nWestern Sydney University<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"549670\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>William Dummett<\/strong>\r\nChief Privacy Officer\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"550117\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Prajwal Ramachandra\r\n<\/strong><span data-contrast=\"auto\">Managing Director, Global Contact Centre Practice Lead<\/span><span data-ccp-props=\"{}\">\r\n<\/span><span data-contrast=\"auto\">Accenture<\/span><\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"CX trends in 2025 and beyond","post_excerpt":"","post_status":"draft","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cx-trends-in-2025-and-beyond","to_ping":"","pinged":"","post_modified":"2025-12-03 11:48:10","post_modified_gmt":"2025-12-03 19:48:10","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=551253","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":557386,"post_author":"316","post_date":"2025-02-13 16:31:52","post_date_gmt":"2025-02-14 00:31:52","post_content":"","post_title":"Five trendsetters in AI innovation","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"five-trendsetters-in-ai-innovation","to_ping":"","pinged":"","post_modified":"2025-02-23 12:27:51","post_modified_gmt":"2025-02-23 20:27:51","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=557386","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_tycontent":"<p>Thank you for watching. You\u2019ll find the resources below helpful as you explore solutions to enhance your customers&#8217; journeys.<\/p>\n","meta_title":"Year in review: What went wrong in CX? | Genesys Webinar","meta_description":"Join us for an insightful webinar on what went wrong in CX in 2024 and how to align your strategy with what customers truly want.","ns_title":"Related resources","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"top","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/7LHS1c-h3lc?si=vbxEA_3n7XlYpwLE\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","enable_external_utm":false,"enable_ab_test":false,"add_to_global_events":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","next_steps_type":"default","ns_subtitle":""},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/569910","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/316"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/569910\/revisions"}],"predecessor-version":[{"id":569915,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/569910\/revisions\/569915"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=569910"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=569910"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=569910"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=569910"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=569910"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=569910"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=569910"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=569910"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=569910"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=569910"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=569910"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}