Gordon Sexton

Gordon Sexton is the Global Design Lead for the Genesys Financial Services vertical. With over 20 years of experience in CX design, Gordon helps industry leaders leverage artificial intelligence (AI) resources and omnichannel capabilities to orchestrate customer journeys and achieve business objectives.

Posts By Gordon Sexton

Banking and Bots: The Top Challenges of Self-Service in Financial Services

February 7, 2023

Banking and Bots: The Top Challenges of Self-Service in Financial Services

Years ago, any banks that deployed bots did so with caution. Then, bots typically were given a very narrow set of tasks. And...

AI Ethics: The Dawn of the Discrimination Engine

June 26, 2019

AI Ethics: The Dawn of the Discrimination Engine

Welcome to the age of the discrimination engine. Recently, the US Federal government drafted a bill that allows lawmakers to...

Adventures in Babysitting: Why AI Ethics Matter

February 20, 2019

Adventures in Babysitting: Why AI Ethics Matter

Putting down her mug of Matcha tea, my colleague scrutinized me with a skeptic’s piercing gaze. She even threw in a...

Tracking the Evolution of Predictive Routing Using Scalar Function Models

February 7, 2019

Tracking the Evolution of Predictive Routing Using Scalar Function Models

Theoretical physicist Geoffrey West is well-known for his research on physiological network scaling. Recently, his work has been...

Let’s Talk AI Ethics: Grappling with Fairness in AI Predictive Models

January 2, 2019

Let’s Talk AI Ethics: Grappling with Fairness in AI Predictive Models

Fairness is one of the pillars of the artificial intelligence (AI) ethics guidelines at Genesys. Often referred to as “moral...