Genesys used its Xperience 2025 event in Nashville to roll out Genesys Orchestrators, a new program designed to help customer experience (CX) professionals keep pace with the rapid evolution of AI-powered service.
The idea: unify training, certification, support, and community under one roof so CX leaders can sharpen their AI skills, earn credentials, and tap into a growing professional network.
Solving a CX Talent Crunch
Customer experience teams face a tricky balance right now — customer expectations are climbing, AI is reshaping workflows, and skills gaps are widening. By consolidating resources into a single digital portal, Genesys aims to make it easier for CX pros to build confidence with AI while helping companies climb its “Levels of Experience Orchestration” maturity model.
Scott Cravotta, Chief Customer Officer at Genesys, framed the program as less about features and more about direction: “In a world where organizations need clarity, confidence and a path forward over more features, Genesys Orchestrators delivers exactly that.”
Four Pillars of Orchestrators
The program is anchored by a digital hub that organizes resources into four areas:
- Learn: Personalized course recommendations, free AI readiness and Genesys Cloud fundamentals paths, plus gamified progress tracking.
- Grow: AI-powered contextual support, next-best action guidance, and a Genesys Cloud AI assistant that keeps learning continuous.
- Connect: A community space linking thousands of CX pros, partners, and Genesys leaders to swap best practices and solutions.
- Amplify: A recognition framework that celebrates milestones and lets members influence Genesys roadmaps, with titles ranging from “Producer” to “Maestro.”
Why It Matters
Competitors like Salesforce, NICE, and Five9 have all leaned heavily into certifications and learning ecosystems to build loyalty and ensure customers stick with their platforms long term. Genesys is taking a similar tack, but with a sharper focus on AI readiness and community engagement.
For CX pros, the program’s emphasis on role-based learning and real-time AI support could help reduce the learning curve on a platform that’s rapidly layering in capabilities like predictive routing, voicebots, and AI copilots. For Genesys, it’s a way to lock in customers while showcasing its AI-first strategy.
If the bet pays off, Genesys Orchestrators could become the go-to career accelerator for CX professionals navigating the AI transformation — and a strategic moat for Genesys against rivals pushing their own enablement ecosystems.
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