Browsing: Xperience

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.

Last week’s “Genesys launches agentic orchestration features,”which focused on the product announcements and corporate messaging delivered during the keynote session atGenesys Xperience 2026. On the second day of the conference, Scott Cravatto, chief customer officer, Genesys, led a keynote built around Genesys customers telling their AI success stories live.

Louise Phillips, Virgin Atlantic’s Vice President of Customer Centers has worked with the airline for 16 years and recounted the situation the airline found itself in when COVID caused the ultimate disruption. That meant fleets sitting idle on tarmac and phones ringing off the hook with people trying to rebook, refund or just understand the…

Customer experience leaders have moved past asking whether AI will change their organizations. The more urgent question is how to turn its potential into better experiences, stronger operations and measurable business value.