It’s been a busy season for us at VoxEQ! As part of our roadshow, we presented at Genesys Xperience and TTEC Digital’s CX Afterhours showcase in Nashville, which both brought together industry leaders shaping the next wave of digital transformation in call centers. From fraud AI innovation to the evolving role of trust in customer experience, the conversations were rich with insight. Here are a few of our top takeaways.
1. Success Attracts Threats, But Defense Builds Resilience
Genesys hosted several digital transformation leaders from Capegemini, EXL, TTEC Digital and VoxEQ’s own Jack Caven to discuss how organizations are shaping a path towards better operational resiliency, and where fraud prevention plays a role on that roadmap.
The experts panel—from left, Sue Hoatson, Rahul Phalnikar, Jack Caven, Nilesh Vaidya—shared different perspectives on how these innovations are already shaping the future of banking, payments, and wealth management. In particular, the intersection of fraud & CX was a recurring theme — not just about preventing risk, but about rethinking how trust is built.
Like Jack Caven, CEO of VoxEQ, shared:
“The opportunity to stop threats is also the opportunity to reimagine customer experience.The very same tools that you're using to help block threats verify your customers can also deliver a different method and more evolved ability to provide that personalization. Use the threat as an opportunity to rebuild the trust."
2. CX Is No Longer Operational; It’s The Differentiator
At this year’s conference, a defining theme was how leading brands are elevating customer experience from an operational function to a true brand differentiator.
Amica Insurance’s Stacy Darling and Kathleen McKim drove home that “world-class customer experiences” are won or lost in claims, which are the defining “moment of truth” that cements policyholder trust.
Capital Group brought a complementary view, sharing how AI enablement, customer intelligence, and buyer behavior insights are equipping sellers for stronger interactions. Together, these perspectives highlight a shift: CX is no longer just about service delivery, but about shaping the trust and loyalty that define long-term relationships.
This was also reflected in the winners of the Genesys Innovation Awards, which celebrated leaders like IONOS, Lighthouse Works, and Harambee for orchestration execution & reframing the customer experience as a strategic lever.
3. AI May Write The Playbook, But Empathy Will Win The Game
CCaaS customers—many newly moved from Genesys on-prem to Genesys Cloud—shared how this transition has upped their appetite for using AI. Three themes stood out:
Empathy in AI: Customers are looking beyond efficiency, using AI to create more human-like, understanding experiences.
Seamless integrations: Attendees praised TTEC Digital for ensuring the cloud ecosystem works smoothly through strong partnerships.
Acceleration in the cloud: With new capabilities unlocked, organizations are eager to move faster and scale smarter.
And it all ties into a larger theme that surfaced across conversations: while data and AI are critical for a better process, they only deliver value when grounded in customer needs. As one speaker put it, “AI may write the playbook, but empathy will win the game.”
John Greico, CTO at Tiffany, echoed this by underscoring that knowing who’s calling and enabling more relevant upsell opportunities depend on more than automation — they require the trust and emotional intelligence that turn transactions into relationships. Technology can open the door, but empathy is what earns loyalty.
4. Knowing Who's Calling Makes Personalization Shine
Amica and Capital Group both underscored the growing importance of context-driven interactions. In practice, that means knowing who’s calling — not only to reduce friction, but to make personalization the gateway to stronger upsell opportunities and lasting loyalty. Today, contact centers are investing in technologies that can instantly recognize the customer, tailor the journey, and tie experience directly to revenue outcomes.
The opportunity is especially critical in traditional industries that still rely heavily on the voice channel, where new innovations can extract insights from the voice itself to enable smarter routing, deeper personalization, and more trust-driven interactions.
Looking Ahead
As we reflect on learnings and discussions from the past week, we’re excited to see the industry conversations moving in the same direction VoxEQ has been committed to from day one — building trust in every interaction.
From reframing fraud prevention as a driver of better experiences, to putting empathy at the center of AI, to unlocking personalization through voice, it’s clear the future of CX is aligning with the principles we’ve always believed in.
At VoxEQ, we’re proud to help organizations turn the voice channel into a place where trust, security, and human connection come together — and we can’t wait to see where this momentum takes us next.