{"id":636451,"date":"2026-07-28T19:00:16","date_gmt":"2026-07-29T02:00:16","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/ai-has-changed-customer-expectations-now-what"},"modified":"2026-08-12T04:28:37","modified_gmt":"2026-08-12T11:28:37","slug":"ai-has-changed-customer-expectations-now-what","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/ai-has-changed-customer-expectations-now-what","title":{"rendered":"AI Has Changed Customer Expectations. Now What?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"pre_h1\"><span class=\"TextRun SCXW75021397 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW75021397 BCX0\">New State of Customer Experience Report | Webinar<\/span><\/span><\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>AI Has Changed Customer Expectations. Now What?<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><span class=\"NormalTextRun SCXW68047422 BCX0\">Find out what the new <\/span><span class=\"NormalTextRun SCXW68047422 BCX0\">2026 <\/span><span class=\"NormalTextRun SCXW68047422 BCX0\">State of CX data reveals<\/span><\/h4>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<span data-contrast=\"auto\">AI has changed what customers expect. Now, 92% of consumers want every organisation to match the best experience they&#39;ve ever had \u2014 anywhere. CX leaders feel the pressure: 86% expect AI is likely to be in nearly every interaction by 2029, yet adoption isn&#39;t translating into outcomes.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Watch as we unpack the new 2026 State of Customer Experience report.<\/span><\/p>\n<h5><strong>You&#39;ll learn: <\/strong><\/h5>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"41\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">What customers expect from CX in the AI era \u2014 and how it changed this year<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"41\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Where AI investment is delivering value \u2014 and where it&#39;s stalling<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"41\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">What leading organisations are doing differently<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: left;\">Meet the Speakers<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221;][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;631845&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221; img_size=&#8221;full&#8221;]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Abby Spahich<\/strong><br \/>\nGlobal Vice President<br \/>\n<strong>TELUS Digital<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;630734&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221; img_size=&#8221;full&#8221;]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Alex Ball<\/strong><br \/>\nSenior Vice President<br \/>\n<strong>Genesys Cloud CX<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;630737&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221; img_size=&#8221;full&#8221;]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><b>Marissa Gbenro<br \/>\n<\/b>Thought Leadership<br \/>\nMarketing Lead<br \/>\n<strong>Genesys<\/strong><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#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=\"page\" data-ppcount=\"6\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><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 You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your 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=\"701Ht0000025Ue3IAE\"><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\/636451?thankyou=636451&page_type=webinars&page_attr=Video%3BBest%20Practice\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/636451\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-sg\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/636451\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"636451\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Work Email\" placeholder=\"Work Email\">\n        <label for=\"fe192\">Work Email<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=\"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 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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    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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        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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]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;] New State of Customer Experience Report | Webinar [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Find out what the new 2026 State of CX data reveals [\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]AI has changed what customers expect. Now, 92% of consumers want every organisation to match the best experience they&#39;ve ever had \u2014 anywhere. CX leaders feel the pressure: 86% [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":632704,"template":"","tax_priority":[54],"tax_contenttheme":[14902],"tax_bundle":[],"tax_contenttheme2":[18481],"tax_capability_sitewide":[],"tax_products_programs":[17548],"tax_buying_job":[16633],"tax_buyer_persona":[16887],"tax_sector":[],"tax_segment":[17079,17104,17125],"class_list":["post-636451","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","tax_priority-54","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme2-level-up-your-technology-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_buyer_persona-business-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-video-en-sg"],"acf":{"is_on_demand":true,"is_zoom":false,"item_nav_hide":"no","utm_pass":false,"asset_expiration":"","get_started_config":"default","disable_chat":false,"meta_title":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","w_tycontent":"","media_type":"embed","media_position":"top","disable_next_steps":false,"display_desc":false,"title_align":"left","ns_title":"","ns_subtitle":"","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/YB2i5mxsETA?si=I0sQFEYc_z2d_1l7\" 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>","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\" 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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 css=\"\"]\r\n<h3>Consumers compare you against their best experiences<\/h3>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"2\/3\"][\/vc_column][\/vc_row][vc_row content_placement=\"top\" el_class=\"pb-2\"][vc_column width=\"1\/3\"][vc_raw_html 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width=\"1\/3\"][vc_raw_html css=\"\"]PGRpdiBjbGFzcz0iY2hhcnQtY29sdW1uIj4KICAgIDxkaXYgaWQ9ImRvbnV0LWNvbnRhaW5lci0yIiBjbGFzcz0iIj4KICAgICAgICA8Y2FudmFzIGlkPSJkb251dC0yIiB3aWR0aD0iMTgwIiBoZWlnaHQ9IjE4MCI+PC9jYW52YXM+CiAgICAgICAgIDxkaXYgY2xhc3M9ImRvbnV0LWNlbnRlciI+PC9kaXY+CiAgICA8L2Rpdj4KICAgIDxkaXYgY2xhc3M9ImNoYXJ0LXN0YXQiPgogICAgICAgIDxwIGNsYXNzPSJoMyI+OTQlPC9wPgp2YWx1ZSBlZmZpY2llbnQgY3VzdG9tZXIgc2VydmljZSBhcyBtdWNoIGFzIGVtcGF0aHkKICAgICAgICA8L2Rpdj4KPC9kaXY+[\/vc_raw_html][\/vc_column][vc_column width=\"1\/3\"][vc_raw_html 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 css=\"\"]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijg2Ij48L3A+CiAgPHA+Q1ggbGVhZGVycyBleHBlY3QgQUkgaXMgbGlrZWx5IHRvIGJlIGluIGV2ZXJ5IGludGVyYWN0aW9uIGJ5IDIwMjk8L3A+CjwvZGl2Pgo=[\/vc_raw_html][\/vc_column][vc_column][vc_raw_js]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[\/vc_raw_js][\/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 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":622009,"post_author":"890","post_date":"2026-04-02 08:21:34","post_date_gmt":"2026-04-02 15:21:34","post_content":"[vc_section background_color=\"bgc-lgray\" m_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_1736543576490{padding-top: 6rem !important;padding-bottom: 6rem !important;}\"][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h1 style=\"text-align: center;\"><strong>Five trends reshaping customer experience in 2026<\/strong><\/h1>\r\n<p class=\"text-22\" style=\"text-align: center;\"><span style=\"font-weight: 400;\">Customer experience (CX) is undergoing a fundamental transformation \u2013 from reactive service to proactive orchestration; from individual channels to end-to-end journeys; and from efficiency metrics to real value for customers \u2013 all powered by artificial intelligence (AI). <\/span><\/p>\r\n<p class=\"text-22\" style=\"text-align: center;\"><span style=\"font-weight: 400;\"> Join our experts to explore the trends that are shaping CX in 2026: Winning with strategic experience orchestration; transforming how CX is built and delivered with agentic AI; enabling transparency by design; empowering the hybrid AI and human workforce; and evolving enterprise metrics from snapshots to systems. <\/span><\/p>\r\n<p style=\"text-align: center;\"><strong class=\"text-22\"><b>Hear from industry experts about what these trends mean for your business. <\/b><\/strong><\/p>\r\n[\/vc_column_text][component_button content_alignment=\"text-center\" button_color=\"btn-white\" primary_cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Watch%20the%20webinar|\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/6\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"622027\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/6\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"622029\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/6\"][vc_single_image image=\"622026\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/6\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"622031\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/6\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"622028\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2 class=\"h3\" style=\"text-align: center;\">Elevate your CX in 2026<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" content_placement=\"top\"][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Discover%20more|\"]\r\n<h5><strong>1. <\/strong><strong><b>Experiences become the strategic differentiator. <\/b><\/strong><\/h5>\r\nWe\u2019re no longer in a service economy where organisations can largely focus on operational efficiency. In today\u2019s experience economy, customer expectations are higher than ever before. In fact, 30% of consumers say they\u2019ll abandon a brand after just one poor experience. Organisations need to do more than be empathetic. They must learn how to compete and succeed in an economy where experience drives trust, loyalty, and growth.\r\n\r\nThis isn\u2019t about managing AI point solutions and channels; it\u2019s about designing and managing experiences just like you would a product. Successful organisations consider what kind of experience they\u2019d like to provide \u2013 effective, efficient, and personalised from the customer\u2019s point of view \u2013 and then deploy the right technologies to provide that end-to-end experience. And they use an AI strategy that encompasses their data, company knowledge, and systems.\r\n\r\n\u201cWhat we see happening is that as the industry matures and as AI matures, delivering an end-to-end experience on top of a hodge-podge of different technologies is just extremely difficult,\u201d said Peter Graf, Senior VP of Strategy at Genesys. \u201cAnd so we see leaders go and standardise across a couple of strategic platforms in their organisation.\u201d\r\n<p class=\"mt-2\"><strong><img class=\"alignnone wp-image-622027\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Peter-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong><\/p>\r\n<strong>Peter Graf<\/strong>\r\n\r\nSenior VP of Strategy, Genesys[\/component_card][\/vc_column][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Discover%20more|\"]\r\n<h5><strong>2. <b>Humans and agentic AI, working together. <\/b><\/strong><\/h5>\r\nAgentic technologies are redefining what AI-powered systems can accomplish in CX: Understanding context, moving autonomously, and acting towards goals. Agentic AI is truly different from previous technologies, with an ability to take action and drive towards business goals. It's also an opportunity for organisations to reassess their overall AI strategies and ensure they\u2019ve got a clear view on how to measure the value and ROI of AI in CX.\r\n\r\n\u201cI think we\u2019ve come to the point in this AI maturation process that there is not a one-size-fits-all model,\u201d said Alex Ball, Senior VP of Genesys Cloud. \u201cThere\u2019s not going to be one enterprise LLM or model that solves everything, so you need to have systems that work together and that interact with each other.\u201d\r\n\r\nBall added that organisations need to think about the building blocks of agentic AI in terms of interoperability. \u201cThe APIs of today will become the MCP servers and A2A protocols of tomorrow.\u201d\r\n\r\nRegardless of your industry, you should be asking: \u201cHow do I make this an orchestrated experience where things happen in a purposeful sequential manner?\u201d When it comes to human-AI collaboration, it\u2019s critical to consider the handoffs. Virtual agents can now handle routine tasks; humans must handle more difficult tasks and need to be empowered with effective copilots and support tools.\r\n<p class=\"mt-2\"><strong><img class=\"alignnone wp-image-622029\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Alex-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong><\/p>\r\n<strong>Alex Ball <\/strong>\r\n\r\nSenior VP of Genesys Cloud[\/component_card][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" content_placement=\"middle\"][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Discover%20more|\"]\r\n<h5><strong>3. AI transparency should be a design principle.<\/strong><\/h5>\r\nConsumers rank trust in how AI uses their personal data as the most important factor in interacting with AI systems, according to a Genesys survey. CX leaders need to ensure systems are built and deployed with responsible AI practices.\r\n\r\n\u201cThe way to differentiate yourself from the pack is having AI that is explainable; having AI that your customers and clients can trust; and thinking through all of those variables that can make it <strong>be real<\/strong> [bias] or perceived as bias,\u201d said Ben Leonard, Customer Service Strategy Consultant at Deloitte.\r\n\r\nIt\u2019s also important for your frontline employees to trust the AI they use to interact with customers. So you should keep humans in the loop throughout the process of designing, building, and deploying your AI tools.\r\n\r\n\u201cOne of the key things here is understanding how the tools came to that conclusion and how confident they are in that,\u201d said Leonard. \u201cI think customers really appreciate when they\u2019re interacting with an AI tool if they understand the logic behind why it\u2019s making a recommendation.\u201d\r\n\r\n<strong><img class=\"alignnone wp-image-622026\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Ben-Leonard-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong>\r\n\r\n<strong>Ben Leonard<\/strong>\r\n\r\nCustomer Service Strategy Consultant, Deloitte[\/component_card][\/vc_column][vc_column width=\"1\/2\"][component_card content_alignment=\"text-center\" media_size=\"thumbnail\" background_color=\"bgc-lgray\" cta=\"url:%2Fen-sg%2Fresources%2Fcontact-centre-buyers-guide|title:Get%20the%20guide|\" media=\"603532\"]\r\n<p class=\"h3\" style=\"text-align: center;\">Contact centre buyer\u2019s guide<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][vc_row equal_height=\"yes\" content_placement=\"top\"][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Discover%20more|\"]\r\n<h5><strong>4. Hybrid human\/AI workforces can deliver empathy at scale.<\/strong><\/h5>\r\nThe question isn\u2019t whether to adopt AI, it\u2019s how to create a hybrid workforce that improves agent capacity and satisfaction, whilst continually making AI-powered capabilities smarter.\r\n\r\n\u201cFrom a customer perspective, we\u2019re very intentional about making it clear what our virtual agents will be able to do during the lifecycle of the interaction \u2013 and this is consistent regardless of the channel,\u201d said Adam Mitchell, Head of Enterprise Business Solutions at Voya Financial, adding that Voya keeps a human in the loop throughout the customer journey.\r\n\r\nVoya also empowers its employees with an AI hub for learning, exploring, and applying AI responsibly across the business. Frontline employees are helping Voya understand what\u2019s working well at the organisation, along with potential friction points for customers and employees alike. In turn, Voya is using these friction points as use cases for AI and automation. AI now handles simple tasks like password resets whilst humans are handling more emotional interactions like beneficiary claims.\r\n\r\n<strong><img class=\"alignnone wp-image-622031\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Adam-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong>\r\n\r\n<strong>Adam Mitchell<\/strong>\r\n\r\nHead of Enterprise Business Solutions, Voya Financial[\/component_card][\/vc_column][vc_column width=\"1\/2\"][component_card cta_style=\"btn-chev\" background_color=\"bgc-lgray\" cta=\"url:https%3A%2F%2Fwww.genesys.com%2Fen-sg%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Discover%20more|\"]\r\n<h5><strong>5. Metrics are evolving beyond contact centre measures. <\/strong><\/h5>\r\nTraditional contact centre metrics were based on human time constraints. They were about time, not quality; about transactions, not an overall journey. And they looked backward, not forward.\r\n\r\n\u201cIn an AI world, we really have to look at quality,\u201d said Rebecca Wettemann, CEO and Principal Analyst at Valoir. \u201cWe have to look at the quality of the AI outputs, thinking about things like success rate and \u2013 if an AI agent isn\u2019t successful \u2013 effective escalation.\u201d\r\n\r\nToday, organisations need to evaluate the quality of the overall journey, not just the outcome of a siloed interaction. Capabilities like real-time sentiment analytics and journey tracking are enabling businesses to course correct live experiences, not just evaluate them afterwards. But this requires a fundamental shift from reactive measurement to proactive intervention.\r\n\r\n\u201cThis is not just about improving customer service,\u201d said Wettemann. \u201cThis is about improving products. This is about having greater insights and understanding to be able to deliver new products to market based on what customers are really telling me.\u201d\r\n\r\n<strong><img class=\"alignnone wp-image-622028\" src=\"https:\/\/www.genesys.com\/media\/Headshot-Rebecca-300x300.png\" alt=\"\" width=\"150\" height=\"150\" \/><\/strong>\r\n\r\n<strong>Rebecca Wettemann<\/strong>\r\n\r\nCEO and Principal Analyst, Valoir[\/component_card][\/vc_column][\/vc_row][\/vc_section]","post_title":"Top CX trends in 2026","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"top-cx-trends-in-2026","to_ping":"","pinged":"","post_modified":"2026-04-09 12:19:48","post_modified_gmt":"2026-04-09 19:19:48","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/top-cx-trends-in-2026","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":623121,"post_author":"890","post_date":"2026-05-26 08:27:08","post_date_gmt":"2026-05-26 15:27:08","post_content":"","post_title":"The CX Playbook for the Agentic Era","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"the-cx-playbook-for-the-agentic-era","to_ping":"","pinged":"","post_modified":"2026-05-26 08:27:08","post_modified_gmt":"2026-05-26 15:27:08","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=623121","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"meta_description":"AI Has Changed Customer Expectations. 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