Customer experience (CX) is no longer just about answering calls faster—it’s about orchestrating personalized, AI-driven journeys across channels. At Xperience 2025, Genesys announced the launch of Genesys Orchestrators, a new program designed to help CX professionals sharpen their AI skills, earn credentials, and join a global community aimed at shaping the future of customer engagement.
The program is Genesys’ latest attempt to meet a pressing industry challenge: CX pros are expected to stay ahead of constantly evolving AI tools while also delivering measurable business results. Genesys Orchestrators consolidates learning resources, certifications, and peer collaboration into a single hub—streamlining what has historically been a scattershot experience.
More Than Training: A Career Accelerator
At the heart of the program is Orchestrators Education, offering personalized learning paths tuned to role, goals, and product usage. Whether it’s AI fundamentals, strategy, or system architecture, the curriculum aims to upskill professionals while tying knowledge directly to business outcomes on the Genesys Cloud platform.
“Organizations need clarity, confidence, and a path forward over more features,” said Scott Cravotta, Chief Customer Officer at Genesys. “Genesys Orchestrators delivers exactly that—positioning professionals to lead meaningful change and shape future-ready organizations.”
A Community Play, With Badges
Genesys isn’t just serving up coursework—it’s layering in community engagement and gamification to keep CX leaders hooked. The program is built on four pillars:
- Learn: Tailored course recommendations, free fundamentals, and AI readiness paths, plus badges and points for progress tracking.
- Grow: Contextual AI-powered support with “next-best actions,” guided help, and a digital assistant to keep learners moving forward.
- Connect: A community of thousands—CX peers, Genesys leaders, partners—sharing best practices and solutions.
- Amplify: A recognition model that elevates members from “Producer” to “Maestro,” with perks like roadmap influence and early program access.
Think of it as LinkedIn Learning meets Duolingo, but specifically for CX pros navigating the AI revolution.
Why It Matters
CX training has historically been vendor-agnostic, with certifications focused on technical platforms like AWS or Salesforce. Genesys’ move here is more strategic: it’s embedding professional development directly into its own Genesys Cloud ecosystem. That not only deepens customer loyalty but also ensures that new AI features—like Genesys Copilot and predictive engagement—don’t gather dust.
Rivals such as NICE and Five9 also tout AI-powered CX, but Genesys appears to be betting that investing in the people behind the platforms will pay bigger dividends in adoption and brand stickiness.
The Bigger Picture
CX is shifting from call centers to experience orchestration hubs—where AI anticipates intent, automates workflows, and frees humans for higher-value interactions. Programs like Orchestrators may be the differentiator between companies that simply buy tools and those that actually know how to wield them.
With Orchestrators now live through a dedicated digital portal, Genesys is effectively telling its users: stop playing catch-up, and start conducting the symphony of CX.
Power Tomorrow’s Intelligence — Build It with TechEdgeAI
Techedge AI is a niche publication dedicated to keeping its audience at the forefront of the rapidly evolving AI technology landscape. With a sharp focus on emerging trends, groundbreaking innovations, and expert insights, we cover everything from C-suite interviews and industry news to in-depth articles, podcasts, press releases, and guest posts. Join us as we explore the AI technologies shaping tomorrow’s world.
