September 10, 2025
Orchestrators and AI Agents Dominate Genesys Xperience 2025 Event
The Genesys Xperience 2025 event is rolling through Nashville with a clutch of news for CX pros. Among the usual financial, product and partner deals, one announcement of major interest is the arrival of Genesys Orchestrators.
The new programme aims to empower Genesys-using customer experience (CX) professionals with the knowledge, resources, community and credentials required to accelerate the the use of AI in CX. Buoyed by a recent $1.5b investment from Salesforce and ServiceNow, this is the first tangible result from the deal.
The news comes as CX professionals face an increasingly complex environment, which can make it challenging to stay current with rapidly evolving technology while expanding skills to meet business needs. Genesys Orchestrators streamlines knowledge and enablement, so individuals can access the resources they need, when they need it, all in one place.
Education, AI Education and CX Education
Core to the program is Orchestrators Education, providing a personalised learning path based on roles, goals and product usage. With a curriculum that covers everything from AI fundamentals to business strategies, to architecture and performance, individuals can build specific skills and earn certifications to excel in their roles and help their organisations achieve the next level of experience orchestration with Genesys’ Cloud platform.
“In a world where organisations need clarity, confidence and a path forward over more features, Genesys Orchestrators delivers exactly that,” said Scott Cravotta, chief customer officer. “We’ve reimagined our customer experience from the ground up, not only to help deliver value, but as a catalyst for professional growth and organisational progress.
Cravotta continued, “Focusing on technology and AI readiness, the personalised education within Genesys Orchestrators delivers insights that set individuals apart — positioning them to lead meaningful change and shape stronger, more future-ready organisations.”
Driving CX Innovation
Through the new Genesys Orchestrators digital portal, available today to all customers, partners and employees, individuals can access everything they need to make a meaningful impact in one unified location. With four core pillars — Learn, Grow, Connect and Amplify — community members are enabled for what’s now and next on their journeys to shape the future of CX.
Personalised course recommendations, AI-driven support and a community of CX pros are all part of the package, helping newcomers and long-in-the-tooth operators learn all the new tricks required to make their CX efforts relevant and forward-looking.
Beyond Orchestrators and Keynotes
Other news from the show included financial results showing Genesys Cloud reaching $2.2 billion ARR in the second quarter at 35% growth year-on-year. New AI agents with greater autonomy supporting the move from service to experience economies and business operations (see image).
The company notes, “success depends on consistent, personalised, outcome-driven interactions. This shift is fueling demand for autonomous AI. Yet, a recent Genesys survey found over a third of CX leaders cited lacking formal AI governance policies. This lack can expose organisations to risks as AI becomes more independent.
Genesys addresses this with Copilots and Virtual Agents underpinned by Genesys Cloud AI Guides. These capabilities are designed to deliver semi-autonomous agentic AI that works responsibly with people and other AI agents to orchestrate experiences that can drive efficiency and customer loyalty.
Expanding the Genesys Cloud platform’s conversational, generative and predictive AI innovations will offer enterprises critical capabilities that will help them progress toward universal agentic orchestration while maintaining trust and control.
Further news from Xperience 2025, sees Genesys working to unite the enterprise, bridging the divide between front and back office with connected CX workflows for agentic orchestration via an update to Genesys Cloud.
Genesys Cloud Work Automation extends orchestration beyond the contact centre across the enterprise. With end-to-end case management, organisations can turn customer needs into clear, coordinated actions by automating tasks, keeping work on track, and helping AI agents and employees deliver smarter, faster outcomes.
We look forward to seeing the new products in action and some real-world results highlighting the evolution of customer experience.
