When Loyalty Becomes Love featuring Ferrari

Ninety-five percent reliability might win a demo, but at a million conversations it means fifty thousand failures. In this episode, host Melissa Dixon talks with Dan Klein, UC Berkeley professor and cofounder and CTO of Scaled Cognition, and Peter Graf, Chief Strategy Officer at Genesys, about why reliability is the foundation for AI that acts on a customer’s behalf.You’ll hear why large language models can look flawless in a demo yet struggle to ship, why their errors are so hard to spot, and how large action models take a different approach by making guarantees about what a system will, and will never, do. You’ll also hear why leaders who hold back on AI leave real value on the table, and what it takes to build the confidence to move forward with agentic AI.Ready to put these ideas into practice? Download the CX Buyer’s Guide: https://www.genesys.com/resources/cx-buyers-guide

Customers no longer compare you to your competitors. They compare you to the best experience they’ve ever had, anywhere. In this episode, hosts Melissa Dixon and Greg Thomas talk with Dr. Anjala Krishen, Interim Dean of UNLV’s Lee Business School to unpack the behavioral science behind rising customer expectations and how AI is accelerating that shift.You’ll hear how expectations form, why a great experience at one brand raises the bar for every other, and how information overload shapes customer choices. You’ll also hear why closing the expectation gap is never a one-time fix. You have to keep listening, learning and designing around it.

When every organization has access to the same AI models and the same infrastructure, what separates the companies that lead from the ones that fall behind? In this episode of the Xperience Podcast, host Melissa Dixon and Peter Graf, Chief Strategy Officer at Genesys, sit down with Alex Kantrowitz, founder and editor of Big Technology and author of Always Day One, to examine why the answer has less to do with access to technology and more to do with culture, adaptability and knowing exactly where human connection still matters. Together, they explore what it takes to build an organization that reinvents itself, why trust and governance are critical to innovation, and how leaders can turn rapidly advancing intelligence into stronger relationships, better experiences and lasting competitive advantage.

In an era when every organization is investing in better customer experiences, what separates brands that earn satisfaction from those that inspire genuine emotional connection? In this inaugural episode of the Xperience Podcast, host Melissa Dixon and Peter Graf, Chief Strategy Officer at Genesys, sit down with Rebecca Mequin, Head of Customer Experience at Ferrari, to examine what happens when a brand relationship shifts from transactional to personal. Together, they explore the psychology of brand love, the rituals and moments that forge it, and what leaders across every industry can learn to design experiences that create customers for life.genesys.com/xperience/podcast

Introducing Xperience, a new podcast from Genesys exploring the human, economic and technological forces redefining customer experiences. Each episode brings together business leaders, experts and innovators for candid conversations about AI, customer loyalty and what it takes to compete in today's experience economy.Full episodes launch September 29th on Spotify, Apple and YouTube. Subscribe now and be the first to know.