Experience orchestration

April 29, 2025

Agentic AI: The Difference Between Leading and Lagging in CX

Artificial intelligence (AI) has moved past the tipping point. What comes next will define the winners and expose the rest....

Glenn Nethercutt

April 22, 2025

Spotlight on Success: Customer Innovation Awards Nominations Are Open

It’s the 20th anniversary of the Genesys Customer Innovation Awards. And this year, we’re going bigger than ever to celebrate...

Ginger Conlon

April 1, 2025

The Emergence of a New Strategic Platform: Experience Orchestration Beyond the Contact Center

Customers don’t remember the chatbot, the email or the call. They remember whether they got what they needed — and how hard...

Olivier Jouve

March 13, 2025

The State of Customer Experience: What Every CX Professional Needs to Know

Customer expectations, customer experience (CX) technology and the experiences consumers have across a variety of industries are...

Greg Thomas

February 25, 2025

How Intentional Channel Strategies Deliver Better Experiences

Consumers surveyed globally for the “Generational dynamics and experience” report rank getting service when and where they...

Greg Thomas

February 19, 2025

Using Customer Experience Marketing to Build Brand Loyalty

Consumers today want more. They seek meaningful relationships with the brands they interact with. They crave a real connection...

Greg Thomas

February 5, 2025

Proving CX ROI: Linking Customer Experience to Business Value

Customer experience (CX) is undergoing a dramatic shift. Once viewed as a cost center primarily focused on operational...

Ginger Conlon

January 20, 2025

The Definitive List of 29 Call Center Metrics and KPIs

Call centers are an operationally complex element of your business, but they play a big role in your customers’ experience with...

Ian Felder

December 3, 2024

The Power of AI in Customer Experience Goes Beyond the Chatbot

Much of the current enthusiasm around artificial intelligence (AI) in customer experience (CX) is associated with chatbots and...

Arpita Maity

November 25, 2024

Making Your Customer Service Experience Merry and Bright Over the Holidays

With the holiday shopping season right around the corner, you may be making your list and checking it twice to ensure you don’t...

Ginger Conlon

November 13, 2024

Proactive Service: Using AI to Anticipate Customer Needs

As customer expectations continue to rise, organizations are increasingly turning to artificial intelligence (AI) to shift from...

Greg Thomas

October 22, 2024

Want to Jump-Start Your CX? Adopt AI

It’s been impossible to escape AI the past two years. It might seem like there’s an AI solution to every business problem,...

Greg Thomas

October 4, 2024

Technology, Partnership and Teams Drive Future-Ready Experiences

Customer experience (CX) expectations are evolving. Today, customers have raised the standards on what they expect from the...

Lindsay McHugh

August 8, 2024

Personalization Playbook for Exceptional Customer Experience

I was traveling for business last year and had a tight window to make my connecting flight. My first flight was delayed, so I was...

Satish Annamalai

July 16, 2024

How 3 CX Leaders Are Embracing AI-Powered Experience Orchestration

What do Almosafer travel company, Coca-Cola Bottlers’ Sales & Services and The Trevor Project all have in common? An...

Greg Thomas