{"id":655370,"date":"2026-11-06T11:30:08","date_gmt":"2026-11-06T19:30:08","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/cx-buyers-guide"},"modified":"2026-11-13T08:02:34","modified_gmt":"2026-11-13T16:02:34","slug":"cx-buyers-guide","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/es-mx\/resources\/cx-buyers-guide","title":{"rendered":"Gu\u00eda del comprador de 2027 para IA y CX"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1793984439583{background-image: url(https:\/\/www.genesys.com\/media\/buyers-guide-hero-image.webp?id=652412) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221; el_class=&#8221;hero&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1793986053024{padding-top: 60px !important;padding-right: 60px !important;padding-bottom: 40px !important;padding-left: 60px !important;border-radius: 35px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;px-0&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>2027 Buyer\u2019s Guide for CX in the Agentic Era<\/h1>\n<p class=\"text-20\">Your old buying checklist is obsolete. Here\u2019s the new framework to evaluate any CX platform.<\/p>\n<p>[\/vc_column_text][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;.vc_custom_1794333973733{margin-top: 10px !important;}&#8221; el_class=&#8221;hero-list list-item&#8221;]<\/p>\n<ul>\n<li><strong>Execution<\/strong> that delivers outcomes<\/li>\n<li><strong>Data foundations<\/strong> that give AI context<\/li>\n<li><strong>Orchestration<\/strong> across the enterprise<\/li>\n<li><strong>Unified AI and human<\/strong> workforce<\/li>\n<li><strong>Trust<\/strong> built through robust governance<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; elemental_order=&#8221;order-2&#8243; offset=&#8221;vc_col-sm-offset-0&#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=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init no-bg-form yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Bienvenido de nuevo,<\/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\">\u00bfNo es usted?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n         <input type=\"email\" data-cs-encrypt 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=\"701Ht0000025Vh0IAE\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/655370?thankyou=655370&page_type=resources&page_attr=Informe%3BWhite%20paper\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/655370\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"es-mx\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/655370\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"655370\">\n    <div class=\"form-row row-email el_field form-floating\">\n         <input type=\"email\" data-cs-encrypt class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email Corporativo\" placeholder=\"Email Corporativo\">\n        <label for=\"fe192\">Email Corporativo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n         <input type=\"text\" data-cs-encrypt class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nombre\">\n        <label for=\"fe190\">Nombre<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n         <input type=\"text\" data-cs-encrypt class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Apellido\">\n        <label for=\"fe191\">Apellido<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select data-cs-encrypt  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\">Vicepresidente<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Gerente<\/option><option value=\"Principal\">Presidente<\/option><option value=\"Engineer \/ Architect\">Ingeniero \/ arquitecto<\/option><option value=\"Consultant\">Consultor<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Socio<\/option><option value=\"Staff\">Personal<\/option><option value=\"Unknown\">Desconocido<\/option>\n        <\/select>\n        <label for=\"fe219\">Nivel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select data-cs-encrypt  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\">Reclamos<\/option><option value=\"Collections\">Cobranzas<\/option><option value=\"Contact Center Management\">Gesti\u00f3n del centro de contacto<\/option><option value=\"Customer Experience\">Experiencia del cliente<\/option><option value=\"Customer Service\">Servicio al Cliente<\/option><option value=\"Ecommerce\/Digital Channels\">Canales digitales y de comercio electr\u00f3nico<\/option><option value=\"Finance\">Finanzas<\/option><option value=\"Human Resources\">Recursos Humanos<\/option><option value=\"Influencer\">Influenciador<\/option><option value=\"Information Technology\">Tecnolog\u00edas de la informaci\u00f3n<\/option><option value=\"IT Architecture\">Arquitectura de TI<\/option><option value=\"IT Infrastructure\">Infraestructura de TI<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Mercadeo<\/option><option value=\"Operations \/ Process Management\">Gesti\u00f3n de operaciones \/ procesos<\/option><option value=\"Production Management\">Gesti\u00f3n de la producci\u00f3n<\/option><option value=\"Purchasing\">Compras<\/option><option value=\"Sales\">Ventas<\/option><option value=\"Unknown\">Desconocido<\/option>\n        <\/select>\n        <label for=\"fe218\">Funci\u00f3n<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\" data-cs-encrypt class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Empresa\">\n        <label for=\"fe193\">Empresa<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n         <input type=\"tel\" data-cs-encrypt class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Tel\u00e9fono\">\n        <label for=\"fe215\">Tel\u00e9fono<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select data-cs-encrypt  class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pa\u00eds\n<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select data-cs-encrypt  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\">Ciudad\/Estado<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\" data-cs-encrypt 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\" data-cs-encrypt class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Ciudad\">\n        <label for=\"fe226\">Ciudad<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\" data-cs-encrypt class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Cargo\">\n        <label for=\"fe220\">Cargo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select data-cs-encrypt  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\">Banca<\/option><option value=\"Business Services\">Servicios empresariales<\/option><option value=\"Capital Markets\">Mercado de Capitales<\/option><option value=\"Communications\">Comunicaciones<\/option><option value=\"Consumer Products\">Bienes de Consumo<\/option><option value=\"Defense & Intelligence\">Defensa e Inteligencia<\/option><option value=\"Education & Non-Profit\">Educaci\u00f3n y Sin \u00c1nimo de Lucro<\/option><option value=\"Energy & Utilities\">Energ\u00eda y Servicios P\u00fablicos<\/option><option value=\"Entertainment\">Entretenimiento<\/option><option value=\"Government\">Gobierno<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Biociencias<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufactura<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Proveedores<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Tecnolog\u00eda<\/option><option value=\"Travel & Hospitality\">Viajes & Hoteleria<\/option><option value=\"Retail Banking\">Banca de Retail<\/option><option value=\"Other\">Otro<\/option>\n        <\/select>\n        <label for=\"fe221\">Industria<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select data-cs-encrypt  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\">Apenas investigando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de negocio<\/option><option value=\"Comparing solutions\">Comparando soluciones<\/option><option value=\"Ready for a conversation\">Listo para una conversaci\u00f3n<\/option>\n        <\/select>\n        <label for=\"fe222\">Nivel de Inter\u00e9s<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select data-cs-encrypt  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\">De 1 a 20<\/option><option value=\"21-50\">Entre 21 y 50<\/option><option value=\"51-100\">Entre 50 y 100<\/option><option value=\"101-300\">Entre 101 y 300<\/option><option value=\"301-500\">Entre 301 y 500<\/option><option value=\"501-1000\">Entre 501 y 1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No tengo un Centro de Contacto<\/option><option value=\"Don't Know\">No lo s\u00e9<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de Agentes<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\">S\u00ed. Deseo recibir informaci\u00f3n de Genesys por correo electr\u00f3nico o tel\u00e9fono.<\/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\">Quiero ser contactado por un especialista de CX.<\/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=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Gu\u00eda del comprador de 2027 para IA y CX\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/655370?thankyou=655370&page_type=resources&page_attr=Informe%3BWhite%20paper\"><input 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type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Obt\u00e9n la gu\u00eda\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Obt\u00e9n la gu\u00eda\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Al proporcionar su informaci\u00f3n, usted acepta nuestra \n <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">pol\u00edtica de privacidad<\/a><\/span><\/div><\/div><\/form><\/div>[vc_raw_js]JTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnQuanMlMjIlM0UlM0MlMkZzY3JpcHQlM0UlMEElM0NzY3JpcHQlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRmNkbi5qc2RlbGl2ci5uZXQlMkZucG0lMkZjaGFydGpzLXBsdWdpbi1kYXRhbGFiZWxzJTIyJTNFJTNDJTJGc2NyaXB0JTNFJTBBJTNDc2NyaXB0JTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZjZG4uanNkZWxpdnIubmV0JTJGbnBtJTJGY2hhcnRqcy1wbHVnaW4tYW5ub3RhdGlvbiUyMiUzRSUzQyUyRnNjcmlwdCUzRSUwQSUwQQ==[\/vc_raw_js][vc_raw_js]JTNDc2NyaXB0JTNFJTBBY29uc29sZS5sb2clMjglMjJnZ3dwJTIyJTI5JTNCJTBBJTNDJTJGc2NyaXB0JTNF[\/vc_raw_js][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row r_gutter_size=&#8221;no-gutters&#8221;][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;10\/12&#8243;][vc_single_image image=&#8221;652418&#8243; alignment=&#8221;center&#8221; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][\/vc_row][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; disable_element=&#8221;yes&#8221; el_class=&#8221;mt-4 px-2 py-2 rounded-lg&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;banner&#8221;]<\/p>\n<p class=\"h5 mb-0 title\"><img decoding=\"async\" class=\"alignnone size-full wp-image-628907\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" alt=\"\" width=\"28\" height=\"21\">Informe &quot;El Estado de la Experiencia del Cliente&quot; 2026<\/p>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"btn-container justify-content-lg-end justify-content-end\"><a role=\"button\"  class=\"btn btn-primary\" href=\"#form\" target=\"\" rel=\"\">Obt\u00e9n el informe completo<\/a><\/div>[\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; el_class=&#8221;mt-4&#8243;][vc_column]<div class=\"component-mini-banner rounded-lg\"><a class=\"inner-banner rounded-lg bgc-glass\" href=\"#\"><div class=\"banner-row d-flex flex-wrap\"><div class=\"media-row\"><div class=\"media-col\"><div class=\"banner-img-container\"><img decoding=\"async\" class=\"rounded banner-img\" src=\"https:\/\/www.genesys.com\/media\/Book_Functional-Icon.png\" height=\"21\" width=\"28\" alt=\"Book functional icon\"><\/div><\/div><\/div><div class=\"content-row d-flex align-items-center\"><div class=\"content-col d-flex flex-column\"><p class=\"h5 mb-0 title\">Gu\u00eda del comprador de 2027 para CX en la era de los agentes<\/p><\/div><div class=\"btn-container mt-0\"><div class=\"btn btn-secondary small chevron\">Obt\u00e9n la gu\u00eda<\/div><\/div><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-white&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; el_class=&#8221;pt-3&#8243;][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>La IA ag\u00e9ntica transform\u00f3 radicalmente la experiencia del cliente (CX)<\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][\/vc_row][vc_row content_placement=&#8221;top&#8221; el_class=&#8221;pb-2&#8243;][vc_column width=&#8221;1\/3&#8243;][vc_raw_html 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css=&#8221;&#8221;]PGRpdiBjbGFzcz0iY2hhcnQtY29sdW1uIj4KICAgIDxkaXYgaWQ9ImRvbnV0LWNvbnRhaW5lci0zIiBjbGFzcz0iIj4KICAgICAgICA8Y2FudmFzIGlkPSJkb251dC0zIiB3aWR0aD0iMTgwIiBoZWlnaHQ9IjE4MCI+PC9jYW52YXM+CiAgICAgICAgIDxkaXYgY2xhc3M9ImRvbnV0LWNlbnRlciI+PC9kaXY+CiAgICA8L2Rpdj4KICAgIDxkaXYgY2xhc3M9ImNoYXJ0LXN0YXQiPgogICAgICAgIDxwIGNsYXNzPSJoMyI+NzQlPC9wPgo8c3BhbiBjbGFzcz0ic3RhdC10ZXh0Ij5jb25zaWRlcmEgcXVlIGxhIGltcGxlbWVudGFjacOzbiByZXNwb25zYWJsZSBkZSBsYSBJQSBlcyBmdW5kYW1lbnRhbDwvc3Bhbj4KICAgICAgICA8L2Rpdj4KPC9kaXY+[\/vc_raw_html][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; css=&#8221;.vc_custom_1793826896668{margin-top: 40px !important;margin-bottom: 120px !important;background-image: url(https:\/\/www.genesys.com\/media\/buyers-guide-pull-quote-1.webp?id=652536) !important;}&#8221; el_class=&#8221;quote-section&#8221;][vc_row min_height=&#8221;757px&#8221;][vc_column background_color=&#8221;bgc-glass&#8221; width=&#8221;3\/4&#8243; css=&#8221;.vc_custom_1781626514825{padding-top: 32px !important;padding-right: 32px !important;padding-bottom: 32px !important;padding-left: 32px !important;}&#8221;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"text-32\">&quot;La evoluci\u00f3n hacia la orquestaci\u00f3n ag\u00e9ntica no solo cambia lo que compra, sino tambi\u00e9n la manera en que eval\u00faa una plataforma y justifica la decisi\u00f3n.&quot;<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; css=&#8221;.vc_custom_1793826836412{padding-top: 120px !important;}&#8221;][vc_row el_class=&#8221;pb-2&#8243;][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-3&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;center-heading&#8221;]<\/p>\n<h2 style=\"text-align: center;\">Tu plataforma de CX debe cumplir con un est\u00e1ndar m\u00e1s alto<\/h2>\n<p class=\"text-18\" style=\"text-align: center;\">Elegir una plataforma de CX puede parecer un objetivo en constante cambio. La IA personal ya est\u00e1 transformando la forma en que los clientes interact\u00faan y un nuevo modelo operativo est\u00e1 tomando forma. Hoy, los clientes esperan m\u00e1s, y la plataforma que elija, as\u00ed como la forma en que la eval\u00fae, deben mantenerse al d\u00eda.<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;5\/12&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;list-item&#8221;]<\/p>\n<h3>Necesita una lista de verificaci\u00f3n de compra dise\u00f1ada para el futuro<\/h3>\n<p>Los canales, los an\u00e1lisis y las funciones de IA son solo el punto de partida. Cinco \u00e1reas separan ahora a las plataformas que orquestan experiencias a escala de aquellas que se limitan a la automatizaci\u00f3n.<\/p>\n<ul class=\"checklist\">\n<li><strong>Agentes y copilotos<\/strong>Agentes virtuales que resuelven problemas de varios pasos y copilotos que capacitan a las personas en cada interacci\u00f3n.<\/li>\n<li><strong>Inteligencia contextual<\/strong>Un perfil de cliente \u00fanico y din\u00e1mico, creado a partir de se\u00f1ales e historial en tiempo real en todos los sistemas.<\/li>\n<li><strong>Orquestaci\u00f3n<\/strong>Razonamiento que eval\u00faa el contexto y los objetivos para coordinar a las personas, la IA y los sistemas hacia la consecuci\u00f3n de resultados.<\/li>\n<li><strong>Fuerza de trabajo h\u00edbrida<\/strong>Una vista \u00fanica para planificar, gestionar y capacitar a humanos e IA juntos como un solo equipo.<\/li>\n<li><strong>Confianza y gobernanza<\/strong>L\u00edmites de seguridad, explicabilidad y escalamiento a humanos integrados en cada acci\u00f3n de la IA, sin a\u00f1adidos posteriores.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_single_image image=&#8221;652512&#8243; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243; elemental_order=&#8221;order-2&#8243;][vc_single_image image=&#8221;652540&#8243; css=&#8221;&#8221; rounded_corners=&#8221;rounded-lg&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][vc_column_text css=&#8221;&#8221; el_class=&#8221;list-item&#8221;]<\/p>\n<h2>Obtenga el nuevo marco de evaluaci\u00f3n de CX para 2027<\/h2>\n<p class=\"text-18\">No dependas de una lista de verificaci\u00f3n de compra obsoleta al adquirir una soluci\u00f3n de CX. Esta gu\u00eda te brinda las herramientas necesarias para garantizar que tu stack de CX est\u00e9 preparado para el presente y el futuro, incluyendo:<\/p>\n<p>[\/vc_column_text][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;.vc_custom_1793824239849{margin-top: 40px !important;}&#8221; el_class=&#8221;key-list&#8221;]Los cinco cambios que definen el modelo operativo ag\u00e9ntico y lo que cada uno implica para tu equipo[\/vc_column_text][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221; el_class=&#8221;key-list&#8221;]Por qu\u00e9 la CX ahora trasciende el contact center y abarca la facturaci\u00f3n, el cumplimiento y los reclamos[\/vc_column_text][vc_column_text ct_style=&#8221;list-block&#8221; css=&#8221;&#8221; el_class=&#8221;key-list&#8221;]Un punto de partida pr\u00e1ctico: elije una experiencia, define objetivos y mide los resultados sobre la marcha[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D&#8221; css=&#8221;.vc_custom_1793826939469{margin-top: 80px !important;margin-bottom: 0px !important;background-image: url(https:\/\/www.genesys.com\/media\/buyers-guide-pull-quote-2.webp?id=652538) !important;}&#8221; el_class=&#8221;quote-section&#8221;][vc_row min_height=&#8221;757px&#8221;][vc_column background_color=&#8221;bgc-glass&#8221; width=&#8221;3\/4&#8243; css=&#8221;.vc_custom_1781626514825{padding-top: 32px !important;padding-right: 32px !important;padding-bottom: 32px !important;padding-left: 32px !important;}&#8221;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"text-32\">&quot;Independientemente del punto del proceso en el que te encuentres, el siguiente paso correcto es el mismo: invierte en una plataforma dise\u00f1ada para generar valor de IA hoy y llevarlo hacia la orquestaci\u00f3n completa, de modo que cada paso se base en el anterior.&quot;<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_raw_html 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sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1793984439583{background-image: url(https:\/\/www.genesys.com\/media\/buyers-guide-hero-image.webp?id=652412) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221; el_class=&#8221;hero&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1793986053024{padding-top: 60px !important;padding-right: 60px !important;padding-bottom: 40px !important;padding-left: 60px !important;border-radius: 35px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243; el_class=&#8221;px-0&#8243;][vc_column_text css=&#8221;&#8221;] 2027 Buyer\u2019s Guide for CX in the Agentic Era Your old buying checklist is obsolete. Here\u2019s the new framework to evaluate any CX platform. 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