{"id":608649,"date":"2025-12-16T07:34:46","date_gmt":"2025-12-16T15:34:46","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/cinque-trend-che-ridefiniranno-la-customer-experience-nel-2026"},"modified":"2025-12-16T07:47:32","modified_gmt":"2025-12-16T15:47:32","slug":"five-trends-reshaping-customer-experience-in-2026","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/it-it\/webinars\/five-trends-reshaping-customer-experience-in-2026","title":{"rendered":"Cinque trend che ridefiniranno la Customer Experience nel 2026"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;3\/6&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"pre_h1\"><strong class=\"text-orange\">WEBINAR<\/strong><\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Cinque trend che ridefiniranno la Customer Experience nel 2026<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3>Il futuro dei leader dell&#8217;esperienza<\/h3>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<strong>7 gennaio 2026<\/strong>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<em><strong>AI. Fiducia. Empatia. Le nuove fondamenta dell&#8217;esperienza.<\/strong><\/em><\/p>\n<p>Nel 2026 avverr\u00e0 un cambiamento radicale nel modo in cui la Customer Experience crea valore. Le organizzazioni di successo non si limiteranno ad adottare nuove tecnologie, ma ripenseranno ci\u00f2 che \u00e8 possibile fare quando l&#8217;esperienza si trasforma nel principale fattore di differenziazione competitiva.<\/p>\n<p>Unisciti agli esperti del settore e ai pionieri della CX mentre decodificano cinque modelli che stanno trasformando la Customer Experience:<\/p>\n<p>Come l&#8217;esperienza stessa \u00e8 diventata il principale fattore di differenziazione organizzativa<br \/>\nCome l&#8217;intelligenza artificiale agentica sta orchestrando le esperienze e non solo automatizzando le attivit\u00e0<br \/>\nPerch\u00e9 la fiducia e la trasparenza adesso sono vantaggi competitivi<br \/>\nCome costruire un team combinato di umani e AI che offra empatia su larga scala<br \/>\nCome stanno evolvendo la misurazione e le metriche nell&#8217;era dell&#8217;esperienza<\/p>\n<p>Questo non \u00e8 l&#8217;ennesimo aggiornamento dei trend. \u00c8 la tua roadmap strategica per competere in 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content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;310779&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Nome Relatore<\/strong><br \/>\nCarica Relatore Linea 1<br \/>\nCarica Relatore Linea 2<br \/>\nAzienda Relatore<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;310751&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Nome Relatore<\/strong><br \/>\nCarica Relatore Linea 1<br \/>\nCarica Relatore Linea 2<br \/>\nAzienda Relatore<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;310779&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Nome Relatore<\/strong><br \/>\nCarica Relatore Linea 1<br \/>\nCarica Relatore Linea 2<br \/>\nAzienda Relatore<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;310751&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Nome Relatore<\/strong><br \/>\nCarica Relatore Linea 1<br \/>\nCarica Relatore Linea 2<br \/>\nAzienda Relatore<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<h3 style=\"text-align: center;\">I relatori<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;3\/6&#8243;][vc_column_text css=&#8221;&#8221;] WEBINAR [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Cinque trend che ridefiniranno la Customer Experience nel 2026 [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Il futuro dei leader dell&#8217;esperienza [\/vc_column_text][vc_column_text css=&#8221;&#8221;]7 gennaio 2026[\/vc_column_text][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]AI. Fiducia. Empatia. Le nuove fondamenta dell&#8217;esperienza. Nel 2026 avverr\u00e0 un cambiamento radicale nel modo in cui la Customer Experience crea valore. Le organizzazioni di successo non si limiteranno [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":605423,"template":"","tax_priority":[54],"tax_contenttheme":[14943,14942],"tax_bundle":[],"tax_contenttheme2":[16113,16183],"tax_capability_sitewide":[],"tax_products_programs":[16474,17535],"tax_buying_job":[16639],"tax_buyer_persona":[16890,16920],"tax_sector":[16944,16952,16980,17014,17023,17055],"tax_segment":[17083,17101,17137],"class_list":["post-608649","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","tax_priority-54","tax_contenttheme-improve-employee-experience-it-it","tax_contenttheme-improve-customer-experience-it-it","tax_contenttheme2-grow-your-business-it-it","tax_contenttheme2-level-up-your-technology-it-it","tax_products_programs-genesys-ai-it-it","tax_products_programs-genesys-cloud-cx-it-it","tax_buying_job-job-1-problem-identification-it-it","tax_buyer_persona-business-it-it","tax_buyer_persona-technical-it-it","tax_sector-financial-it-it","tax_sector-healthcare-it-it","tax_sector-industrial-it-it","tax_sector-public-it-it","tax_sector-retail-it-it","tax_sector-technology-it-it","tax_segment-enterprise-it-it","tax_segment-midsized-it-it","tax_segment-smb-it-it","tax_content_type-video-it-it"],"acf":{"utm_pass":false,"asset_expiration":"","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":false,"get_started_config":"default","is_zoom":false,"resource_next_steps":[{"ID":536066,"post_author":"890","post_date":"2024-09-10 07:34:33","post_date_gmt":"2024-09-10 14:34:33","post_content":"","post_title":"Guida all'acquisto per l'AI e la CX","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-center-buyers-guide","to_ping":"","pinged":"","post_modified":"2025-11-25 13:41:14","post_modified_gmt":"2025-11-25 21:41:14","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/contact-center-buyers-guide-2","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":599090,"post_author":"717","post_date":"2025-09-26 13:27:07","post_date_gmt":"2025-09-26 20:27:07","post_content":"","post_title":"Engagement predittivo: come l'intelligenza artificiale anticipa le esigenze dei clienti","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"predictive-engagement-how-ai-anticipates-customer-needs","to_ping":"","pinged":"","post_modified":"2025-10-20 07:55:45","post_modified_gmt":"2025-10-20 14:55:45","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/article\/predictive-engagement-how-ai-anticipates-customer-needs","menu_order":0,"post_type":"article","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":600216,"post_author":"287","post_date":"2025-10-27 05:56:36","post_date_gmt":"2025-10-27 12:56:36","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text css=\"\"]<b>Two million users are now on the Genesys Cloud\u2122<\/b><b> platform,<\/b><span style=\"font-weight: 400;\"> orchestrating the best customer experiences (CX) all over the world. It took us more than five years to reach our first million users \u2013 and only two years to double that \u2013 momentum that reflects our customers\u2019 trust in the platform and the results it delivers.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Across industries and global regions, organizations are achieving high-impact value with Genesys Cloud, improving operating efficiency while deepening customer loyalty and driving growth. This milestone validates a belief we\u2019ve held for years: A unified, open platform with native AI is the path to universal<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">experience<\/span><span style=\"font-weight: 400;\"> orchestration<\/span><\/a><span style=\"font-weight: 400;\">. And it demonstrates that our platform choices, made long before today\u2019s AI proliferation, are now paying dividends for our customers as they enter the next era of orchestration driven by agentic AI.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In a market crowded with point solutions, organizations are learning that CX innovation without integration doesn\u2019t scale. Many AI pilots fail not for lack of ideas but because disconnected systems and siloed tools break workflows and block insights. Real value is unlocked from unifying the enterprise and the entire customer journey<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Why One Platform Matters More Than Ever\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">From the beginning, Genesys Cloud was designed to connect people, data, systems and intelligence in one extensible platform. That design choice wasn\u2019t just a technical decision; it was a strategic one.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Our customers need a foundation that can evolve with their CX visions and offer access to comprehensive AI that works in unison to deliver compounding value. Genesys Cloud AI can help organizations enable a complete view of every customer interaction, connect every journey and optimize every outcome. It allows intelligence to act with context and reason instead of in isolation.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Because of that, organizations can move faster and drive stronger ROI, all without bolting on layers of complexity. That\u2019s what makes this milestone meaningful. Two million users represent not just adoption, but a global signal that the industry also believes the future of CX is being built on a single, unified orchestration platform \u2014 powered by AI.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Across industries, leaders in experience orchestration are proving the power of one platform by using connected AI capabilities to deliver measurable outcomes.<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/virgin-atlantic\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Virgin Atlantic<\/span><\/a><span style=\"font-weight: 400;\"> is achieving record-high loyalty scores through orchestrated, real-time experiences that anticipate customer needs. And the company is improving operating efficiencies that have led to 220% more interactions managed.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">At the same time, retailers like<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/best-buy-canada\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Best Buy Canada<\/span><\/a><span style=\"font-weight: 400;\"> have reduced overall operating costs by 20%, and financial institutions like<\/span> <a href=\"https:\/\/www.genesys.com\/customer-stories\/hsbc\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">HSBC<\/span><\/a><span style=\"font-weight: 400;\"> have realized tens of millions in value, lowered abandonment rates and accelerated resolution times, demonstrating how intelligent automation fuels measurable business performance.\u202f\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Accelerating Agentic Innovation\u00a0\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">We\u2019re now in a new phase of AI where systems don\u2019t just predict outcomes, they act on them. The agentic era represents a seismic leap forward, even more transformative than the shift to the cloud that made it possible.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Cloud gave us scalability and reach. Agentic AI brings purpose, reasoning and autonomy. It\u2019s redefining how organizations engage with customers by enabling real-time, intelligent conversations at scale.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This evolution is accelerating across the Genesys Cloud platform. We\u2019ve announced more autonomous Virtual Agents that can carry increasingly complex, multistep interactions across channels; AI Copilots powered by modular Skills that can assist agents, supervisors and administrators in real time; and <a href=\"https:\/\/www.genesys.com\/blog\/post\/deliver-the-next-level-of-experience-with-genesys-cloud-ai-studio-and-ai-guides\" target=\"_blank\" rel=\"noopener\">Genesys Cloud AI Studio<\/a> innovations that give organizations the tools to design and govern these intelligent systems with built-in transparency. Each of these capabilities reflects our belief that AI can help automate work and augment human performance by making every customer interaction faster, more personal and more empathetic.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Our recent collaboration with<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/how-genesys-and-scaled-cognition-are-shaping-the-future-of-agentic-orchestration\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Scaled Cognition<\/span><\/a><span style=\"font-weight: 400;\"> builds on that foundation. Together, we\u2019re advancing the use of Large Action Models (LAMs) to strengthen how AI operates across workflows by enabling more deterministic, governed and trustworthy automation. By embedding LAM innovation into our orchestration fabric, we will be helping to ensure that organizations can evolve confidently, with systems that act independently yet remain aligned to enterprise context and control.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This is where the Genesys Cloud heritage becomes its advantage.\u00a0\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">From the start, the platform was built to be open and interoperable. It can connect AI, data and workflows across the enterprise and across other strategic platforms. We will also expand on this by supporting secure protocols like Model Context Protocol (MCP) and Agent2Agent (A2A). We can deploy and orchestrate any combination of models \u2014 native, open-source or partner-built \u2014<\/span>\u00a0<a href=\"https:\/\/www.genesys.com\/blog\/post\/when-ai-begins-to-think-for-itself-whos-accountable\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">without compromising governance, observability or control<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><span style=\"font-weight: 400;\">\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In a landscape where unchecked experimentation can quickly lead to complexity or stagnation, this principle matters. We\u2019ve always believed that trust is architected in the platform. Every element of Genesys Cloud was designed to help ensure privacy, fairness, transparency and security by design. Governance shouldn\u2019t slow innovation; it\u2019s how you sustain it.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Connecting Real-time Customer Intelligence for Impact\u00a0<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Every wave of innovation eventually outgrows its experimental phase, and AI is no different. The explosion of assistants, copilots and plug-ins over the past few years has fueled discovery. But today the focus for many enterprises is shifting from experimentation to execution.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Organizations are realizing that progress depends less on adding new technologies and more on connecting the intelligence they already have. In the experience economy, the advantage will belong to those using a single platform capable of turning real-time customer intelligence into coordinated, responsible action at scale. Genesys Cloud was built to deliver exactly that.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Reaching 2 million users is a milestone we owe to our customers. It\u2019s a testament to their partnership, innovation and belief in what we\u2019re building together. It marks a movement in our industry \u2014 one defined by unified, agentic experience orchestration that\u2019s already reshaping how businesses operate, how employees work and how customers connect. That future is already taking shape on <a href=\"http:\/\/genesys.com\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud<\/a>.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"2 Million Genesys Cloud Users: Unified Agentic Experience Orchestration Is Here","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"2-million-genesys-cloud-users-unified-agentic-experience-orchestration-is-here","to_ping":"","pinged":"","post_modified":"2025-11-26 09:56:57","post_modified_gmt":"2025-11-26 17:56:57","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=600216","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_tycontent":"<p>Grazie per la registrazione. \u00c8 tutto pronto.<\/p>\n<p>Ti invieremo un promemoria quando \u201cCinque trend che ridefiniranno la Customer Experience nel 2026\u201d sar\u00e0 disponibile dal 7 gennaio 2026, quindi assicurati di aggiungere il dominio @email.genesys.com alla tua lista di mittenti sicuri per essere certo di ricevere la notifica.<\/p>\n<p>Per domande o problemi, contatta onlineevents@genesys.com. A presto!<\/p>\n","meta_title":"Cinque trend che ridefiniranno la Customer Experience nel 2026 | Genesys","meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","w_sdate":"01\/07\/2026 12:00 am","w_edate":"01\/08\/2026 12:00 am","w_scope":"single","w_single_timezone":"","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"next_steps_type":"default","ns_title":"","ns_subtitle":""},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/webinars\/608649","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/users\/890"}],"version-history":[{"count":7,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/webinars\/608649\/revisions"}],"predecessor-version":[{"id":608656,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/webinars\/608649\/revisions\/608656"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/media\/605423"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/media?parent=608649"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_priority?post=608649"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_contenttheme?post=608649"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_bundle?post=608649"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_contenttheme2?post=608649"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_capability_sitewide?post=608649"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_products_programs?post=608649"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_buying_job?post=608649"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_buyer_persona?post=608649"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_sector?post=608649"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_segment?post=608649"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}