When Experience Orchestration Meets Financial Excellence: Genesys’s Vision for the AI-First Future

Picture this scenario: A customer contacts their bank about an unexpected charge. Before they explain their problem, the AI agent has already authenticated them, identified the issue, and coordinated with backend systems to offer a personalized solution. All in under 30 seconds. This isn’t tomorrow’s vision anymore. Furthermore, companies are already making this seamless experience their reality.

At Xperience 2025, Genesys demonstrated how agentic AI is transforming the customer experience landscape. Meanwhile, their impressive financial results underscore a critical truth: organizations are willing to invest heavily in AI orchestration when it delivers measurable results. Moreover, the momentum behind these investments suggests that we’re witnessing a fundamental shift in how businesses approach customer engagement.

The Numbers That Tell the Story

Genesys’s second quarter fiscal 2026 results paint a compelling picture of market momentum. The company achieved nearly $2.2 billion in annual recurring revenue (ARR), representing approximately 35% year-over-year growth. Additionally, Genesys Cloud AI ARR exceeded $250 million, growing at nearly twice the pace of overall cloud revenue.

These financial indicators reveal something profound about the market. Consequently, organizations aren’t just experimenting with AI—they’re scaling it rapidly. In fact, over 55% of Genesys Cloud customers now use at least one AI capability. Furthermore, the company secured two eight-figure annual contract value deals, including one with a top-10 global bank exceeding $45 million in total contract value.

The platform’s performance metrics further validate this investment thesis. Virtual self-service conversations grew more than 120% year-over-year, reaching 623 million during the quarter. Similarly, knowledge article queries across the platform surged from 250 million to 1.2 billion, representing a 4X increase. These statistics demonstrate that customers aren’t just adopting AI—they’re embracing it at unprecedented scale.

The ServiceNow Alliance: When Platforms Unite

The expanded strategic partnership between Genesys and ServiceNow represents more than a business deal. Instead, it embodies the future of enterprise AI collaboration. Through Agent2Agent (A2A) orchestration, these platforms enable AI systems to collaborate autonomously across enterprise boundaries.

Consider the practical implications of this partnership. When a customer calls about billing issues, the Genesys Cloud Virtual Agent authenticates them and identifies the problem. Simultaneously, it collaborates with ServiceNow’s AI Agent Fabric for bill retrieval, charge explanations, and promotion checks. Through this coordinated workflow, AI agents can then surface personalized offers and enroll customers instantly.

This collaboration extends beyond simple integration. Rather, it represents a new paradigm where AI agents operate within enterprise-defined guardrails. Accordingly, organizations gain the benefits of automation while maintaining control over critical processes. Moreover, the partnership demonstrates how industry leaders are moving beyond vendor silos toward ecosystem-based solutions.

Rebecca Wettemann, CEO of Valoir, notes that cross-platform AI agents have the potential to significantly shift the customer experience landscape. However, she emphasizes that scaling adoption depends on secure orchestration and interoperability across data, AI, and platforms. This partnership addresses exactly those challenges.

The Trust Gap: Where Innovation Meets Reality

Despite the technological advances, a critical governance challenge emerges from recent research. Genesys’s study reveals that while four out of five consumers want clear AI governance, only 31% of organizations have comprehensive policies in place.

This disconnect becomes more concerning when examining trust levels. While 81% of CX leaders trust agentic AI with sensitive customer data, only 36% of consumers share this confidence. In high-stakes scenarios involving financial transactions, this gap widens further. Specifically, 74% of businesses feel comfortable using agentic AI for billing and financial transactions, yet only 35% of consumers approve of AI handling money transfers.

The implications extend beyond trust scores. About 37% of consumers believe AI “hallucinates” or fabricates information. This perception, shared by 59% of CX leaders, highlights the reliability concerns that organizations must address. Furthermore, 35% of CX leaders admit having little to no formal governance policies in place. Remarkably, 28% of organizations without any governance policies still believe they’re ready to deploy agentic AI.

The Evolution of Customer Experience Through Agentic AI

The transformation happening in customer experience reflects broader technological shifts toward autonomous AI systems. Unlike traditional AI that waits for prompts, agentic AI observes, learns, and takes action independently. This capability enables businesses to move from reactive service models to proactive engagement strategies.

Modern customers expect personalized experiences at every touchpoint. Agentic AI delivers this through hyper-personalization at scale. These systems analyze customer data in real-time, anticipate needs, and craft responses without human intervention. For instance, a telecommunications provider’s AI can detect customer frustration through sentiment analysis and usage patterns, then proactively offer better plans with goodwill credits.

The technology also enables proactive customer service that goes beyond reactive problem-solving. AI systems can predict issues like failed recurring payments and offer solutions before customers notice problems. This shift from efficiency-driven automation to customer-centric intelligence transforms how organizations engage with their audiences.

Research from Cisco suggests that by 2028, 68% of customer experiences will be shaped by agentic AI. Meanwhile, Gartner projects that by 2029, agentic AI will autonomously resolve 80% of common customer service issues, reducing operational costs by 30%.

Real-World Applications Driving Business Value

The practical applications of agentic AI extend across industries, demonstrating measurable business impact. McDonald’s, for example, is embedding AI into kitchens and drive-thrus to reimagine service speed. This orchestration enables faster order flow and real-time demand adjustments, supporting the company’s goal to grow its customer base from 175 million to 250 million by 2027.

ServiceNow’s implementation showcases AI agents augmenting human teams across support ticket resolution and invoice processing. The platform has cut handling time for complex cases by 52%, freeing staff for high-impact work. Similarly, Commonwealth Bank of Australia handles more than 50,000 daily customer inquiries using AI-powered messaging while simultaneously improving fraud detection.

The Genesys Cloud platform demonstrates these principles in action. Virtual Supervisor capabilities have been adopted by more than 120 organizations, automatically scoring interactions with 94% average accuracy. Agent Copilot generated over 17 million automated summaries in July 2025 alone, representing a nearly 6X increase year-over-year.

The Technology Behind the Transformation

The architectural foundation enabling these advances rests on sophisticated integration capabilities. Genesys has tightly integrated Cloud AI with the ServiceNow AI Platform for high-throughput orchestration featuring shared context, synchronized workflows, and intelligent routing.

Agent-to-Agent collaboration (A2A) represents a paradigm shift in how AI systems interact. This protocol allows AI agents to communicate securely, exchange information, and coordinate actions across enterprise platforms. The technology enables scalability, modularity, and real-time decision-making that wasn’t possible with monolithic AI systems.

Google’s announcement of the Agent2Agent Protocol (A2A) with support from over 50 technology partners including ServiceNow, Salesforce, and MongoDB demonstrates industry-wide momentum. This open protocol creates a foundation for multi-agent ecosystems where AI systems can collaborate dynamically across different vendors and frameworks.

The Model Context Protocol (MCP) further enhances these capabilities by providing standardized communication channels between agents. Together, these technologies create an infrastructure where autonomous agents can form dynamic teams to solve complex problems.

Orchestrating Work Beyond the Contact Center

Genesys’s announcements at Xperience 2025 extend AI orchestration beyond traditional customer service boundaries. The introduction of Genesys Cloud Associate bridges front and back-office operations for end-to-end case management. This capability enables AI to coordinate tasks across departments, automate workflows, and partner with employees throughout the enterprise.

The enhanced Work Automation features demonstrate how agentic workflows can unite entire organizations. Rather than limiting AI to customer-facing roles, these tools enable autonomous coordination across departments like sales, manufacturing, and operations. This approach transforms AI from a support tool into a strategic orchestrator of business processes.

Industry analysts recognize this shift toward comprehensive orchestration. According to research, autonomous journey orchestration systems can help companies increase revenue by 10-15% and reduce customer acquisition costs by 20-30%. Furthermore, 95% of companies are expected to adopt AI-driven customer interaction solutions by 2025.

The Governance Challenge: Building Trust at Scale

The governance gap identified in Genesys’s research represents one of the most critical challenges facing enterprise AI deployment. While 91% of CX leaders believe strong governance is critical for protecting brand reputation and building customer loyalty, implementation lags significantly.

Effective agentic AI governance requires identity-centric access control where every autonomous agent has unique, verifiable identities with clearly defined permissions. Zero Trust architecture becomes essential when AI systems operate across organizational boundaries and interact with external tools. Additionally, continuous monitoring capabilities must detect when agents operate outside parameters or drift from intended behaviors.

Transparency and explainability measures form another crucial component. Organizations must maintain human-readable audit trails and decision rationale documentation. This becomes particularly important as AI agents take on greater autonomy in decision-making processes.

Industry leaders like Salesforce have developed comprehensive trust frameworks such as the Einstein Trust Layer. This architecture includes data masking, secure data retrieval, harmful content detection, and zero data retention policies. Such approaches demonstrate how governance can be embedded into AI systems rather than added as an afterthought.

Financial Performance Reflects Market Confidence

The strong financial results from Genesys reflect broader market confidence in AI orchestration capabilities. Net revenue retention exceeded 120% on average over the last four quarters, indicating that existing customers continue expanding their AI investments. This metric suggests that organizations see tangible value from their initial AI deployments and are willing to scale further.

The two eight-figure annual contract value deals secured during the quarter, including the second-largest deal in Genesys Cloud history, demonstrate enterprise appetite for comprehensive AI platforms. These investments represent more than technology purchases. Instead, they signal strategic bets on AI-powered transformation initiatives.

Market dynamics support continued growth. According to research from Avaya and Forrester, 52% of business decision-makers have prioritized AI specifically to increase customer support efficiency. Furthermore, 42% cite reducing operational costs and enhancing customer satisfaction as equally important objectives.

Building the Orchestrators Community

Genesys’s launch of the Orchestrators program represents recognition that technology alone doesn’t drive transformation. This community-focused initiative brings together learning, support, resources, and networking to accelerate CX innovation. The program acknowledges that successful AI implementation requires skilled practitioners who understand both technology capabilities and business context.

The Innovation Awards announced at Xperience 2025 highlight organizations like Aterian, Computacenter, emtelco, and ENGIE that are driving ROI with AI and automation. These winners demonstrate practical applications of orchestration principles across different industries and use cases.

The community approach reflects a broader trend toward ecosystem-based innovation. Rather than relying solely on vendor-provided training, organizations benefit from peer learning and shared experiences. This collaborative model helps accelerate adoption while reducing implementation risks.

Future Implications for Enterprise AI Strategy

The developments showcased at Xperience 2025 point toward several critical trends for enterprise AI strategy. First, the shift from isolated AI tools to integrated orchestration platforms represents a maturation of enterprise AI deployment. Organizations are moving beyond point solutions toward comprehensive platforms that coordinate multiple AI capabilities.

Second, the emphasis on Agent-to-Agent collaboration suggests that future AI implementations will be inherently multi-agent. This approach enables greater specialization, improved scalability, and more resilient systems. However, it also requires new governance frameworks and integration capabilities.

Third, the trust and governance challenges highlighted in research indicate that successful AI deployment requires balancing innovation with accountability. Organizations that invest in robust governance frameworks early will likely achieve better long-term outcomes than those that prioritize speed over trust.

The financial success of platforms like Genesys Cloud demonstrates market validation for comprehensive AI orchestration approaches. As these platforms continue evolving, we can expect to see further integration across enterprise systems and more sophisticated autonomous capabilities.

Looking ahead, the convergence of strong financial performance, technological innovation, and growing market adoption suggests that AI orchestration will become a defining capability for competitive advantage. Organizations that master the balance between automation and human connection, innovation and governance, will likely lead their industries into the AI-powered future.

The story emerging from Xperience 2025 is ultimately about transformation—not just of technology, but of how organizations create value through customer experience. As agentic AI continues advancing, the companies that succeed will be those that orchestrate these capabilities thoughtfully, building trust while delivering the personalized, efficient experiences that customers increasingly expect.