Xperience

Genesys

The Xperience podcast by Genesys explores the human, economic and technological forces redefining today’s customer experiences. Each episode, we sit down with business leaders, experts and innovators for candid conversations shaping the experience economy. Join us and learn how to make experience your competitive advantage.

Episodes

  1. Oct 26

    The Consumer Expectation Gap

    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.

    The Consumer Expectation Gap

  2. Oct 12

    The AI Power Shift featuring Big Technology

    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.

    The AI Power Shift featuring Big Technology

  3. Sep 28

    When Loyalty Becomes Love featuring Ferrari

    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

    When Loyalty Becomes Love featuring Ferrari

  4. Sep 23

    Xperience Podcast by Genesys | Official Trailer

    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.

  • 1 Trailer
    3 Episodes

Trailer

About

The Xperience podcast by Genesys explores the human, economic and technological forces redefining today’s customer experiences. Each episode, we sit down with business leaders, experts and innovators for candid conversations shaping the experience economy. Join us and learn how to make experience your competitive advantage.

Information

  • Creator
    Genesys
  • Years Active
    2026
  • Episodes
    4
  • Rating
    Clean
  • Copyright
    © 2026 Genesys
  • Show Website
    Xperience