Genesys Casual

Customer expectations keep changing, and technology continues to evolve.

What is one challenge or opportunity you think deserves more attention in CX today?

Looking forward to hearing different perspectives from the community!

#General

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Lucas Santana
Pre-Sales Consultant at Solve4ME
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One opportunity that deserves more attention is how we measure the real impact of CX technology.

Automation, containment and AHT are important metrics, but they do not tell the whole story. We also need to understand whether the solution reduced customer effort, improved resolution quality and created real value for the business.

For me, the goal should not be to automate more, but to automate better.

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Mateus Nunes
CX Manager at Solve4me Solucoes em Tecnologia Ltda
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Absolutely, Matheus! I couldn't agree more.

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Lucas Santana
Pre-Sales Consultant at Solve4ME
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Original Message:
Sent: 07-24-2026 14:15
From: Mateus Nunes
Subject: If you could improve one thing in customer experience today, what would it be?

One opportunity that deserves more attention is how we measure the real impact of CX technology.

Automation, containment and AHT are important metrics, but they do not tell the whole story. We also need to understand whether the solution reduced customer effort, improved resolution quality and created real value for the business.

For me, the goal should not be to automate more, but to automate better.

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Mateus Nunes
CX Manager at Solve4me Solucoes em Tecnologia Ltda
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I believe the next major improvement in customer experience is making it truly anticipatory. Innovation never stops, and companies should develop tools, especially AI-powered ones that reduce customer effort before customers even realize they need help. The goal is to create experiences so seamless that people only realize how valuable they are when they discover they could no longer live without them.

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Christian Pereira
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One area that deserves more attention is making AI truly assistive, not just automated.

Customers still value empathy and personalized experiences, so AI should empower agents with the right insights, summaries, and recommendations instead of simply replacing human interactions.

The biggest opportunity in CX is finding the right balance between automation and the human touch. The companies that get this balance right will be the ones that stand out.

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Giulia Rokicki
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Hi Lucas,

One area I think deserves more attention is context preservation across the customer journey.

Customers increasingly expect to move seamlessly between self-service, bots, and agents without having to repeat information. While AI and automation continue to improve, ensuring the context, intent, and previous actions follow the customer throughout the interaction is what really creates a better experience.

When the right context reaches the agent, it not only improves the customer experience but also helps reduce handling time and allows agents to focus on solving the issue rather than rediscovering it.

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Phaneendra
Technical Solutions Consultant
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If I could improve one thing in customer experience today, it would be context continuity. Customers shouldn't have to repeat their story every time they switch channels or call back. A truly unified journey - where IVR, agents, bots, and history all stay in sync - would remove frustration, reduce handle time, and make CX feel genuinely intelligent.

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Manish Suryavanshi
Lead Consultant
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