Genesys Xperience - why CX orchestration is key to AI transformation
CEO Tony Bates had a clear message to Genesys customers at Xperience: level up, orchestrate, and lead CX AI transformation with new business models, expectations, and outcomes.
Some tough love, perhaps, for many customers that are still running on-premise contact centers or getting used to the pace of cloud updates.
However, with all the aspirational AI messages in the marketplace today, Genesys balanced it with the recognition that it needs to help bring customers along.
At the conference, Genesys continued to outline its model for the evolution of an agentic enterprise, and highlighted the experiences of customers who are on their way to driving both greater efficiency and improved Customer Experience (CX) through the Genesys platform. The company also spent a lot of time talking about how to move customers from interesting AI pilots to autonomous agents in production.
AI ROI now – and how
As we gear up for...
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