{"id":636439,"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":"2026-08-12T04:34:35","modified_gmt":"2026-08-12T11:34:35","slug":"ai-has-changed-customer-expectations-now-what","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/pt-br\/webinars\/ai-has-changed-customer-expectations-now-what","title":{"rendered":"A IA mudou as expectativas dos clientes. E agora?"},"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\">Novo Relat\u00f3rio State of Customer Experience | Webinar<\/span><\/span><\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>A IA mudou as expectativas dos clientes. E agora?<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><span class=\"NormalTextRun SCXW68047422 BCX0\">Descubra o que os novos dados do <\/span><span class=\"NormalTextRun SCXW68047422 BCX0\">State of CX 2026 <\/span><span class=\"NormalTextRun SCXW68047422 BCX0\">revelam<\/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\">A IA mudou o que os clientes esperam. Agora, 92% dos consumidores querem que todas as organiza\u00e7\u00f5es correspondam \u00e0 melhor experi\u00eancia que j\u00e1 tiveram, em qualquer lugar. Os l\u00edderes de CX sentem a press\u00e3o: 86% esperam que a IA esteja presente em quase todas as intera\u00e7\u00f5es at\u00e9 2029, mas a ado\u00e7\u00e3o n\u00e3o est\u00e1 se traduzindo em resultados.<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Assista enquanto analisamos o novo relat\u00f3rio State of Customer Experience 2026.<\/span><\/p>\n<h5><strong>Voc\u00ea aprender\u00e1: <\/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\">O que os clientes esperam da CX na era da IA e como isso mudou este ano<\/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\">Onde o investimento em IA est\u00e1 gerando valor e onde est\u00e1 estagnado<\/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\">O que as organiza\u00e7\u00f5es l\u00edderes est\u00e3o fazendo de diferente<\/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;\">Conhe\u00e7a os palestrantes<\/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 \/>\nVice-presidente global<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 \/>\nVice-presidente s\u00eanior<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 \/>\nL\u00edder de Marketing<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\">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\/pt-br\/wp-json\/wp\/v2\/webinars\/636439?thankyou=636439&page_type=webinars&page_attr=Video%3BBest%20Practice\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/636439\"><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=\"pt-br\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/636439\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"636439\">\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=\"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\" class=\"form-control 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=\"Sobrenome\">\n        <label for=\"fe191\">Sobrenome<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\">Vice Presidente<\/option><option value=\"Director\">Diretor<\/option><option value=\"Manager\">Gerente<\/option><option value=\"Principal\">Presidente<\/option><option value=\"Engineer \/ Architect\">Engenheiro\/Arquiteto<\/option><option value=\"Consultant\">Consultor<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Parceiro<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe219\">N\u00edvel<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\">Seguros<\/option><option value=\"Collections\">Cobran\u00e7as<\/option><option value=\"Contact Center Management\">Gerenciamento de Contact Center<\/option><option value=\"Customer Experience\">Experi\u00eancia do cliente<\/option><option value=\"Customer Service\">Atendimento ao cliente<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Canais digitais<\/option><option value=\"Finance\">Finan\u00e7as<\/option><option value=\"Human Resources\">Recursos Humanos<\/option><option value=\"Influencer\">Influenciador<\/option><option value=\"Information Technology\">Tecnologia da Informa\u00e7\u00e3o<\/option><option value=\"IT Architecture\">Arquitetura de TI<\/option><option value=\"IT Infrastructure\">Infraestrutura de TI<\/option><option value=\"IVR\">URA<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Opera\u00e7\u00f5es\/Gerenciamento de Processos<\/option><option value=\"Production Management\">Gerenciamento de Produ\u00e7\u00e3o<\/option><option value=\"Purchasing\">Compras<\/option><option value=\"Sales\">Vendas<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe218\">Fun\u00e7\u00e3o<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=\"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\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefone\">\n        <label for=\"fe215\">Telefone<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=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pa\u00eds<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\">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\" 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=\"Cidade\">\n        <label for=\"fe226\">Cidade<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=\"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 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\">Servi\u00e7os banc\u00e1rios<\/option><option value=\"Business Services\">Presta\u00e7\u00e3o de servi\u00e7os a empresas<\/option><option value=\"Capital Markets\">Mercado de Capitais<\/option><option value=\"Communications\">Ag\u00eancia de Comunica\u00e7\u00e3o<\/option><option value=\"Consumer Products\">Bens de Consumo<\/option><option value=\"Defense & Intelligence\">Defesa & Intelig\u00eancia<\/option><option value=\"Education & Non-Profit\">Educa\u00e7\u00e3o<\/option><option value=\"Energy & Utilities\">Energia & Utilities<\/option><option value=\"Entertainment\">Entretenimento<\/option><option value=\"Government\">Governo<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Bioci\u00eancia<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Provedores<\/option><option value=\"Retailers\">Varejo<\/option><option value=\"Technology\">Tecnologia<\/option><option value=\"Travel & Hospitality\">Viagem & Hospedagem<\/option><option value=\"Retail Banking\">Banco de Varejo<\/option><option value=\"Other\">Outro<\/option>\n        <\/select>\n        <label for=\"fe221\">Ind\u00fastria<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\">Apenas pesquisando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de neg\u00f3cios<\/option><option value=\"Comparing solutions\">Comparando solu\u00e7\u00f5es<\/option><option value=\"Ready for a conversation\">Pronto para uma conversa<\/option>\n        <\/select>\n        <label for=\"fe222\">N\u00edvel de Interesse<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\">Entre 1 e 20<\/option><option value=\"21-50\">De 21 a 50<\/option><option value=\"51-100\">De 51 a 100<\/option><option value=\"101-300\">De 101 a 300<\/option><option value=\"301-500\">De 301 a 500<\/option><option value=\"501-1000\">De 501 a 1.000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Sem contact center<\/option><option value=\"Don't Know\">N\u00e3o sei<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de posi\u00e7\u00f5es 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\">Sim. Gostaria de receber informa\u00e7\u00e3o sobre a Genesys via e-mail ou telefone.<\/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\">Gostaria de ser contatado por um especialista do 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=\"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=\"Assista agora\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Assista agora\" 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;] Novo Relat\u00f3rio State of Customer Experience | Webinar [\/vc_column_text][vc_column_text] [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Descubra o que os novos dados do State of CX 2026 revelam [\/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;]A IA mudou o que os clientes esperam. Agora, 92% dos consumidores querem que todas as organiza\u00e7\u00f5es correspondam \u00e0 melhor experi\u00eancia que j\u00e1 tiveram, em qualquer lugar. Os [&hellip;]<\/p>\n","protected":false},"author":890,"featured_media":632704,"template":"","tax_priority":[54],"tax_contenttheme":[14856],"tax_bundle":[],"tax_contenttheme2":[16179],"tax_capability_sitewide":[],"tax_products_programs":[17539],"tax_buying_job":[16623],"tax_buyer_persona":[16877],"tax_sector":[],"tax_segment":[17097,17107,17140],"class_list":["post-636439","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","tax_priority-54","tax_contenttheme-melhore-a-experiencia-do-cliente","tax_contenttheme2-level-up-your-technology-pt-br","tax_products_programs-genesys-cloud-cx-pt-br","tax_buying_job-job-1-problem-identification-pt-br","tax_buyer_persona-business-pt-br","tax_segment-enterprise-pt-br","tax_segment-midsized-pt-br","tax_segment-smb-pt-br","tax_content_type-video-pt-br"],"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=pt&cc_load_policy=1&hl=pt&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":417008,"post_author":"15","post_date":"2026-07-13 21:00:04","post_date_gmt":"2026-07-14 04:00:04","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>Relat\u00f3rio: Cen\u00e1rio da Experi\u00eancia do Cliente 2026<\/h1>\r\n<p class=\"text-20\">As expectativas dos clientes est\u00e3o aumentando, criando novas oportunidades para as empresas na era da IA ag\u00eantica. Com base nos insights de 5.811 consumidores e 1.560 l\u00edderes de CX e neg\u00f3cios em todo o mundo, este relat\u00f3rio mostra como as organiza\u00e7\u00f5es l\u00edderes est\u00e3o utilizando IA e inova\u00e7\u00e3o em CX para fortalecer a fideliza\u00e7\u00e3o e gerar resultados de neg\u00f3cios mensur\u00e1veis.<\/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\">Baixe sua c\u00f3pia do relat\u00f3rio de 2026<\/h2>\r\n[\/vc_column_text][mktoform cta_button=\"Baixar o relat\u00f3rio\" ar_status=\"Asset\" cta_header=\"\" form_additional_classes=\"no-bg-form\" 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css=\"\"]PGRpdiBjbGFzcz0iY2hhcnQtY29sdW1uIj4KICAgIDxkaXYgaWQ9ImRvbnV0LWNvbnRhaW5lci0zIiBjbGFzcz0iIj4KICAgICAgICA8Y2FudmFzIGlkPSJkb251dC0zIiB3aWR0aD0iMTgwIiBoZWlnaHQ9IjE4MCI+PC9jYW52YXM+CiAgICAgICAgIDxkaXYgY2xhc3M9ImRvbnV0LWNlbnRlciI+PC9kaXY+CiAgICA8L2Rpdj4KICAgIDxkaXYgY2xhc3M9ImNoYXJ0LXN0YXQiPgogICAgICAgIDxwIGNsYXNzPSJoMyI+ODUlPC9wPgpyZWR1emlyYW0gc2V1cyBnYXN0b3Mgb3UgZGVpeGFyYW0gZGUgY29tcHJhciBhcMOzcyB1bWEgZXhwZXJpw6puY2lhIHJ1aW0KICAgICAgICA8L2Rpdj4KPC9kaXY+[\/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;\">Infraestruturas legadas s\u00e3o o principal desafio enfrentado pelos l\u00edderes de CX<\/h2>\r\n<p class=\"text-18\" style=\"text-align: center;\">Pela primeira vez desde 2023, as infraestruturas legadas s\u00e3o o principal desafio para a CX, colocando em risco os customer journeys conectados e a escalabilidade da IA<\/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>Sistemas desconectados est\u00e3o limitando a evolu\u00e7\u00e3o da CX<\/h3>\r\n<ul>\r\n \t<li>Operar com uma infraestrutura de CX legada \u00e9 o maior desafio operacional apontado pelos l\u00edderes de CX<\/li>\r\n \t<li>48% das empresas n\u00e3o transferem para um atendente humano as informa\u00e7\u00f5es j\u00e1 compartilhadas pelo cliente.<\/li>\r\n \t<li>Infraestruturas legadas representam o maior desafio operacional apontado pelos l\u00edderes de CX.<\/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=\"632444\" 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>A IA est\u00e1 redefinindo as expectativas dos consumidores.<\/h3>\r\n<p class=\"text-18\">O uso di\u00e1rio da IA pelos consumidores est\u00e1 elevando o padr\u00e3o do que eles consideram uma excelente experi\u00eancia: respostas instant\u00e2neas e sem a necessidade de repetir informa\u00e7\u00f5es.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][vc_raw_html css=\"\"]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijc2Ij48L3A+CiAgPHA+ZXNwZXJhbSBxdWUgYSBJQSBtZWxob3JlIGEgcXVhbGlkYWRlIGRvIGF0ZW5kaW1lbnRvPC9wPgo8L2Rpdj4=[\/vc_raw_html][\/vc_column][vc_column width=\"1\/3\"][vc_raw_html 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css=\"\"]PGRpdiBjbGFzcz0id3BiX3RleHRfY29sdW1uIHN0YXQiPgogIDxwIGNsYXNzPSJoMiBudW1iZXItY291bnRlciIgZGF0YS10YXJnZXQ9Ijg2Ij48L3A+CiAgPHA+TMOtZGVyZXMgZGUgQ1ggZXNwZXJhbSBxdWUgYSBJQSBlc3RlamEgcHJlc2VudGUgZW0gdG9kYXMgYXMgaW50ZXJhw6fDtWVzIGF0w6kgMjAyOTwvcD4KPC9kaXY+Cg==[\/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>A era da IA ag\u00eantica exige um novo modelo operacional para CX<\/h3>\r\n<ul>\r\n \t<li>40% das organiza\u00e7\u00f5es de CX j\u00e1 utilizam IA ag\u00eantica<\/li>\r\n \t<li>Em m\u00e9dia, os l\u00edderes de CX planejam investir 30% dos or\u00e7amentos de atendimento ao cliente em tecnologias de CX impulsionadas por IA<\/li>\r\n \t<li>Projetos de IA que n\u00e3o conseguiram escalar representam a segunda maior barreira para oferecer customer journeys fluidos<\/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=\"632445\" 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=\"632446\" 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>Qual \u00e9 a import\u00e2ncia de mudar de canal sem precisar repetir informa\u00e7\u00f5es?<\/h2>\r\n<p class=\"text-18\">95% dos consumidores afirmam que manter o contexto entre os canais \u00e9 importante, e a maioria considera isso extremamente importante. Transfer\u00eancias mal executadas podem fortalecer ou comprometer a fidelidade do cliente.<\/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=\"632447\" 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>O caminho a seguir<\/h2>\r\n<p class=\"text-18\">O futuro \u00e9 uma experi\u00eancia conectada. Os l\u00edderes est\u00e3o investindo em plataformas de CX que unem pessoas, sistemas, dados e IA. Quando o contexto acompanha o cliente, a IA tem a base necess\u00e1ria para agir \u2014 e cada intera\u00e7\u00e3o fortalece a fidelidade, em vez de enfraquec\u00ea-la.<\/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\">Uma plataforma unificada de CX conecta IA, canais, dados e fluxos de trabalho em um \u00fanico ambiente. Isso fornece \u00e0s equipes o contexto necess\u00e1rio para trabalhar com mais efici\u00eancia e coordenar a\u00e7\u00f5es entre diferentes sistemas.<\/p>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"O Cen\u00e1rio da 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":"2026-07-23 11:58:35","post_modified_gmt":"2026-07-23 18:58:35","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/o-estado-da-experiencia-do-cliente","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":622884,"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>Cinco tend\u00eancias que est\u00e3o moldando a experi\u00eancia do cliente em 2026<\/strong><\/h1>\r\n<p class=\"text-22\" style=\"text-align: center;\"><span style=\"font-weight: 400;\">A Experi\u00eancia do cliente (CX) est\u00e1 passando por uma transforma\u00e7\u00e3o fundamental \u2014 de servi\u00e7o reativo para orquestra\u00e7\u00e3o proativa; de canais individuais para jornadas de ponta a ponta; e de m\u00e9tricas de efici\u00eancia para valor real para os clientes \u2014 tudo impulsionado por intelig\u00eancia artificial (IA). <\/span><\/p>\r\n<p class=\"text-22\" style=\"text-align: center;\"><span style=\"font-weight: 400;\"> Junte-se aos nossos especialistas para explorar as tend\u00eancias que est\u00e3o moldando o CX em 2026: gerar resultados com orquestra\u00e7\u00e3o estrat\u00e9gica de experi\u00eancias; transformar a forma como o CX \u00e9 projetado e entregue com IA agentiva; incorporar transpar\u00eancia desde a concep\u00e7\u00e3o; fortalecer uma for\u00e7a de trabalho h\u00edbrida entre IA e humanos; e evoluir as m\u00e9tricas empresariais de vis\u00f5es pontuais para sistemas integrados. <\/span><\/p>\r\n<p style=\"text-align: center;\"><strong class=\"text-22\"><b>Ou\u00e7a especialistas do setor sobre o que essas tend\u00eancias significam para o seu neg\u00f3cio. <\/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%2Fpt-br%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Assista%20ao%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;\">Leve seu CX ao pr\u00f3ximo n\u00edvel em 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%2Fpt-br%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Descubra%20mais\"]\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%2Fpt-br%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Descubra%20mais\"]\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%2Fpt-br%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Descubra%20mais\"]\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:%2Fpt-br%2Fresources%2Fcontact-center-buyers-guide|title:Obtenha%20o%20guia\" media=\"603532\"]\r\n<p class=\"h3\" style=\"text-align: center;\">Guia do comprador de contact center<\/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%2Fpt-br%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Descubra%20mais\"]\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%2Fpt-br%2Fwebinars%2Ffive-trends-reshaping-customer-experience-in-2026|title:Descubra%20mais\"]\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":"Principais tend\u00eancias de CX em 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":"2026-04-16 16:41:35","post_modified_gmt":"2026-04-16 23:41:35","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":623413,"post_author":"890","post_date":"2026-05-08 05:16:43","post_date_gmt":"2026-05-08 12:16:43","post_content":"","post_title":"O Guia de CX para a Era Ag\u00eantica","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":"2026-08-10 07:56:27","post_modified_gmt":"2026-08-10 14:56:27","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=623413","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"meta_description":"A IA mudou as expectativas dos clientes. 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