Genesys Honors Four Firms for AI-Driven CX Innovations at Xperience 2026 — Genesys Cloud Services, Inc.

Event summary

Genesys awarded four companies for AI-driven customer experience innovations at Xperience 2026.
Computacenter reduced average handle time by 13% and improved first-contact resolution by 10% using Genesys Cloud.
Utility Warehouse cut average handle time by 3,000 hours and improved quality scores by 18 points with Genesys Cloud Agentic Virtual Agent.
Child Bereavement UK expanded reach by 20% and served 113,000 people using Genesys Cloud for unified communications.
BCD consolidated three on-premises contact center deployments, reducing annual CO2 emissions by 443 metric tons.

The big picture

Genesys' awards highlight a broader industry shift toward AI-driven customer experience orchestration, where firms are moving beyond basic automation to achieve measurable outcomes. The recognition of sustainability impact underscores growing corporate priorities around environmental responsibility in technology deployments. With over 8,000 organizations using Genesys Cloud, these innovations could set new benchmarks for CX efficiency and effectiveness.

What we're watching

AI Adoption: How Genesys customers will scale AI-driven CX innovations beyond pilot programs.
Sustainability Impact: Whether BCD's emissions reduction model can be replicated by other large enterprises.
Operational Efficiency: The pace at which other firms adopt Genesys Cloud to achieve similar efficiency gains.