{"id":636932,"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":"2026-08-17T06:36:51","modified_gmt":"2026-08-17T13:36:51","slug":"ai-has-changed-customer-expectations-now-what","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/it-it\/webinars\/ai-has-changed-customer-expectations-now-what","title":{"rendered":"L&#8217;AI ha cambiato le aspettative dei clienti. E adesso?"},"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\">Nuovo Report Lo Stato della Customer Experience | Webinar<\/span><\/span><\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>L&#8217;AI ha cambiato le aspettative dei clienti. E adesso?<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><span class=\"NormalTextRun SCXW68047422 BCX0\">Scopri cosa \u00e8 emerso dallo studio <\/span><span class=\"NormalTextRun SCXW68047422 BCX0\">Lo Stato della CX 2026<\/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\">L&#8217;AI ha cambiato le aspettative dei clienti. Oggi il 92% dei consumatori desidera che ogni organizzazione sia all&#8217;altezza della migliore esperienza che abbiano mai avuto, ovunque. I responsabili della CX sentono la pressione: l&#8217;86% prevede che entro il 2029 l&#8217;AI sar\u00e0 probabilmente presente in buona parte delle interazioni, eppure la sua adozione non sta ancora producendo risultati.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Seguici mentre analizziamo il nuovo report Lo Stato della Customer Experience 2026.<\/span><\/p>\n<h5><strong>Potrai sapere: <\/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\">Cosa si aspettano i clienti dalla CX nell&#8217;era dell&#8217;AI e come \u00e8 cambiato lo scenario in un anno<\/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\">Dove gli investimenti in AI stanno generando valore e dove invece non hanno ancora avuto alcun impatto<\/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\">Come stanno agendo le organizzazioni leader<\/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;\">I relatori<\/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=\"5\" 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\">Salve<\/span> <span id=\"person_info\"><span 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el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nome\">\n        <label for=\"fe190\">Nome<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=\"Cognome\">\n        <label for=\"fe191\">Cognome<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\">Alto dirigente<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Direttore<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principale<\/option><option value=\"Engineer \/ Architect\">Ingegnere\/architetto<\/option><option value=\"Consultant\">Consulente<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Personale<\/option><option value=\"Unknown\">Sconosciuto<\/option>\n        <\/select>\n        <label for=\"fe219\">Profilo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Reclami<\/option><option value=\"Collections\">Riscossioni<\/option><option value=\"Contact Center Management\">Gestione del contact center<\/option><option value=\"Customer 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     <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Paese<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">Stato\/Provincia<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Citt\u00e0\">\n        <label for=\"fe226\">Citt\u00e0<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=\"Professione\">\n        <label for=\"fe220\">Professione<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Bancario<\/option><option value=\"Business Services\">Servizi aziendali<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energia e utility<\/option><option value=\"Entertainment\">Intrattenimento<\/option><option value=\"Government\">Pubblica Amministrazione<\/option><option value=\"Insurance\">Assicurazioni<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Tecnologia<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Altro<\/option>\n        <\/select>\n        <label for=\"fe221\">Settore<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Sto solo facendo una ricerca<\/option><option value=\"Gathering business requirements\">Sto raccogliendo le esigenze aziendali<\/option><option value=\"Comparing solutions\">Sto valutando le soluzioni<\/option><option value=\"Ready for a conversation\">Sono pronto per una conversazione<\/option>\n        <\/select>\n        <label for=\"fe222\">Obiettivo<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\">Nessun contact center<\/option><option value=\"Don't Know\">Non so<\/option>\n        <\/select>\n        <label for=\"fe225\">Numero di postazioni contact center<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\u00ec. Desidero ricevere aggiornamenti via e-mail o telefono su Genesys.<\/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\">Desidero essere contattato\/a<\/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=\"Guarda ora\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Guarda ora\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Fornendo queste informazioni accetti la <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">nostra politica sulla privacy<\/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;] Nuovo Report Lo Stato della Customer Experience | Webinar [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Scopri cosa \u00e8 emerso dallo studio Lo Stato della CX 2026 [\/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;]L&#8217;AI ha cambiato le aspettative dei clienti. Oggi il 92% dei consumatori desidera che ogni organizzazione sia all&#8217;altezza della migliore esperienza che abbiano mai avuto, ovunque. I responsabili [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":632704,"template":"","tax_priority":[54],"tax_contenttheme":[14942],"tax_bundle":[],"tax_contenttheme2":[16183],"tax_capability_sitewide":[],"tax_products_programs":[17535],"tax_buying_job":[16639],"tax_buyer_persona":[16890],"tax_sector":[],"tax_segment":[17083,17101,17137],"class_list":["post-636932","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","tax_priority-54","tax_contenttheme-improve-customer-experience-it-it","tax_contenttheme2-level-up-your-technology-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_segment-enterprise-it-it","tax_segment-midsized-it-it","tax_segment-smb-it-it","tax_content_type-video-it-it"],"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?cc_lang_pref=it&cc_load_policy=1&hl=it&rel=0\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>","resource_next_steps":[{"ID":477218,"post_author":"15","post_date":"2023-05-16 04:52:30","post_date_gmt":"2023-05-16 11:52:30","post_content":"[vc_section sec_modern_width=\"enable\" 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_1741380335468{background-image: url(https:\/\/www.genesys.com\/media\/genesys-wave-big-right.png?id=560222) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h1>Lo Stato della Customer Experience report<\/h1>\r\n<p class=\"text-20\">Abbiamo intervistato 5.232 consumatori e 1.181 CX manager sullo stato della Customer Experience.<\/p>\r\n[\/vc_column_text][vc_single_image image=\"561402\" css=\"\"][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Scarica il report\" ar_status=\"Asset\" cta_header=\"\" cid_id=\"7014X000003AfjeQAC\" form_additional_classes=\"no-bg-form\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">82%<\/p>\r\ndei consumatori ritiene che la qualit\u00e0 di un'azienda si rifletta nel suo servizio clienti[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">30%<\/p>\r\ndei consumatori ha smesso di utilizzare l'offerta di un'azienda nell'anno precedente dopo aver vissuto una cattiva esperienza[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">41%<\/p>\r\ndei consumatori ha raccomandato un'azienda dopo una Customer Experience positiva[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"2\/3\" offset=\"vc_col-sm-offset-2\"][component_card background_color=\"bgc-lgray\" addclass=\"p-0 p-lg-3\"]\r\n<p class=\"text-32\">Il 41% dei responsabili della CX ritiene che l'aumento delle aspettative dei clienti rappresenti la sfida pi\u00f9 grande per il proprio team<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column c_sticky=\"yes\" width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3>I consumatori vogliono che i loro problemi siano risolti, e in fretta<\/h3>\r\nScopri cosa conta di pi\u00f9 per i consumatori in un sondaggio che ha raccolto oltre 5.000 risposte in tutto il mondo.[\/vc_column_text][\/vc_column][vc_column width=\"7\/12\" offset=\"vc_col-sm-offset-1\"][component_card content_alignment=\"text-center\" media_size=\"thumbnail\" thumb_ratio=\"custom-wide\" cta_style=\"btn\" background_color=\"bgc-lgray\" media=\"560175\" cta=\"url:%23|title:Ottieni%20il%20report|\"]\r\n<p class=\"text-40 mb-2\" style=\"text-align: center;\">Scarica il report per visualizzare il grafico completo e scoprire cosa apprezzano i consumatori<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][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\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h3>I responsabili della CX non offrono le esperienze omnichannel e personalizzate che i consumatori cercano<\/h3>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">97%<\/p>\r\ndei consumatori ritiene essenziale poter passare da un canale all'altro senza dover ripetere pi\u00f9 volte le stesse informazioni[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">84%<\/p>\r\ndei responsabili della CX non offrono un'esperienza multicanale con tecnologia completamente integrata e dati perfettamente connessi[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3>I responsabili della CX investono nel futuro<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">33%<\/p>\r\ndei budget CX dovrebbe essere dedicato alle tecnologie AI nei prossimi 12 mesi[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">57%<\/p>\r\ndella tecnologia CX non \u00e8 interamente nel cloud[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">33%<\/p>\r\ndei responsabili della CX si trovano di fronte a reparti che lavorano in modo isolato, con soluzioni di customer engagement separate[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][component_cta_block cta_ratio=\"8\" background_color=\"bgc-glass\" cta=\"url:%23|title:Scarica%20adesso|\" mobile_bg=\"560201\" css=\".vc_custom_1741633684291{background-image: url(https:\/\/www.genesys.com\/media\/state-of-cx-2025-cta-desktop.png?id=560200) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"]\r\n<h3>Sei pronto a rendere la tua strategia CX a prova di futuro?<\/h3>\r\nIn questo report troverai diversi spunti e\u00a0 informazioni emersi dal nostro sondaggio su oltre\u00a0 5.000 consumatori e 1.000 responsabili della CX a livello globale.[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section]","post_title":"Ricerca Lo Stato della Customer Experience | Genesys","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"state-of-cx","to_ping":"","pinged":"","post_modified":"2025-05-26 03:30:21","post_modified_gmt":"2025-05-26 10:30:21","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/ricerca-lo-stato-della-customer-experience-genesys","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":626483,"post_author":"890","post_date":"2026-05-22 11:01:55","post_date_gmt":"2026-05-22 18:01:55","post_content":"","post_title":"Il Playbook CX per l'Era Agentica","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":"2026-05-22 11:02:26","post_modified_gmt":"2026-05-22 18:02:26","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/il-playbook-cx-per-lera-agentica","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":619584,"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 shaping 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 \u2014 from reactive service to proactive orchestration; from individual channels to end-to-end journeys; and from efficiency metrics to real value for customers \u2014 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%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Watch%20the%20webinar\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/5\" 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\/5\" 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\/5\"][vc_single_image image=\"622026\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/5\" offset=\"vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_single_image image=\"585793\" alignment=\"center\" css=\"\" si_max_width=\"150\"][\/vc_column][vc_column width=\"1\/5\" 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%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 organizations 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. Organizations 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 organizations consider what kind of experience they\u2019d like to provide \u2014 effective, efficient and personalized from the customer\u2019s point of view \u2014 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 standardize across a couple of strategic platforms in their organization.\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%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 toward 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 organizations to reassess their overall AI strategies and ensure they've 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.\"\r\n\r\nBall added that organizations 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%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:%2Fresources%2Fstate-of-cx|title:Get%20the%20report\" media=\"636624\"]\r\n<p class=\"h5\" style=\"text-align: center;\">See how agentic AI and rising expectations are reshaping the future of CX.<\/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%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, while 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 \u2014 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 organization, 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 while 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%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Discover%20more\"]\r\n<h5><strong>5. Metrics are evolving beyond contact center measures. <\/strong><\/h5>\r\nTraditional contact center 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 \u2014 if an AI agent isn\u2019t successful \u2014 effective escalation.\u201d\r\n\r\nToday, organizations 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 afterward. 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":"2026-04-02 08:27:12","post_modified_gmt":"2026-04-02 15:27:12","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=619584","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"meta_description":"L'AI ha cambiato le aspettative dei clienti. 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