Genesys Cloud - Main

I have an observation, or perhaps a recurring conundrum, that affects Genesys, customers, and partners alike. I'm looking for views on how organisations deal with one of the most common delivery constraints in Genesys Cloud programmes: getting the right data into the platform at the right time.

I've been delivering cloud-focused implementations for more than 10 years, including over 2 years at Genesys, and one issue has appeared in virtually every programme I've worked on: the availability and accessibility of data from source systems. Too often, projects are delayed, compromised, or destabilised because the data needed to enable the intended Genesys Cloud capabilities simply is not available when required.

The impact is significant. Organisations are often forced to scale back customer journeys, reduce automation, or limit the experience they originally set out to deliver because the underlying data is not there. This challenge is becoming even more critical now that AI-led journeys are moving to the forefront.

Take an Agentic Virtual Agent, for example. To deliver a genuinely effective automated experience, it needs access to the right tools and data actions. But if the organisation cannot identify the customer, understand their recent interactions, or retrieve context from systems such as a website, CRM, or back-office platform, then the AVA has very little meaningful value to offer. At that point, the automation is limited, the customer experience suffers, and the commercial value becomes questionable.

So what can be done? How should delivery teams address the same structural issue over and over again? Do organisations need a stronger mandate from the C-suite to prioritise data availability, regardless of organisational complexity or cost? Has the cost of allowing internal blockers to persist now become greater than the cost of solving the problem properly?

I do not have a definitive answer, but I do think this is a conversation worth having. I would genuinely like to hear how others are tackling this challenge, and what practical or strategic changes are needed so that projects can deliver the outcomes they were intended to achieve.