At Xperience 2025, Genesys took the wraps off its latest Orchestrators Innovation Award winners—an annual showcase of companies pushing the limits of customer and employee experience with AI. This year’s lineup spans e-commerce, energy, telco, sustainability, and even humanitarian organizations, proving that experience orchestration isn’t just a buzzword—it’s fast becoming table stakes in the experience economy.
The honorees—Aterian, Computacenter, emtelco, ENGIE, Harambee Youth Employment Accelerator, IONOS, and Lighthouse Works—demonstrate what happens when you pair Genesys Cloud’s AI stack with strategic execution: fewer silos, lower costs, and customer journeys that actually feel like journeys, not dead ends.
AI Meets Human-Centric Values
“Transformation begins with strategy, but it’s technology applied with purpose that turns it into reality,” said Scott Cravotta, Chief Customer Officer at Genesys. His point: the winners aren’t just automating tasks—they’re using AI to make interactions smarter, more personal, and occasionally more humane.
That mix of efficiency and empathy is central to Genesys’ Levels of Experience Orchestration, a six-stage maturity model measuring how adept organizations are at anticipating needs and coordinating seamless interactions. This year’s winners are climbing the ladder fast.
Winners That Redefine CX
Highlights from the 2025 roster:
- Aterian cut Total Cost of Ownership by 65% after migrating to Genesys Cloud, while using custom AI models to boost complex call handling without hiring more agents.
- Computacenter slashed emissions and modernized its contact center by ditching legacy infrastructure, aligning CX modernization with sustainability targets.
- emtelco built SophIA, an AI-powered voicebot that skyrocketed digital interactions from under a million to over 5 million in a year. Incorrect transfers dropped double digits, while first-contact resolution climbed.
- ENGIE leaned on Genesys Cloud Copilot and gamified workforce tools to reduce after-call work by 45 seconds, cut complaints by 120%, and boost employee engagement—proof that better EX translates directly to better CX.
- Harambee Youth Employment Accelerator scaled support for over five million young South Africans, achieving a 90%+ first-contact resolution rate through intelligent routing and real-time insights.
- IONOS unified operations across 12 countries, deploying predictive engagement and virtual agent tech to cut handle time by 20% while driving conversions up 68%.
- Lighthouse Works showed how accessibility and innovation intersect, redesigning CX workflows for blind and visually impaired agents through custom screen reader–compatible interfaces.
The Broader Context
If this feels like more than just another corporate award show, that’s because it is. Genesys’ choices reflect where the CX industry is heading: AI-driven orchestration as a competitive differentiator. With rivals like NICE, Five9, and Twilio also ramping up their AI suites, the bar is rising. Companies that treat AI as a bolt-on are likely to fall behind.
The awards also spotlight a shift in priorities. Beyond efficiency, sustainability and inclusion emerged as recurring themes—suggesting enterprises aren’t just chasing ROI, but aligning CX strategies with broader values. That’s not only brand-friendly but increasingly demanded by regulators, customers, and employees alike.
People Power Still Matters
Genesys didn’t forget the humans behind the dashboards. It also recognized individual contributors with Orchestrator of the Year awards, spanning C-suite execs, team leads, frontline agents, and developers. That’s a reminder: AI may handle intent prediction and routing, but execution still depends on people who know how to wield it.
Looking Ahead
Now in its 20th year, the Orchestrators Innovation Awards highlight a turning point in CX. What started as call deflection tools is evolving into emotionally intelligent systems capable of scaling personalization without sacrificing humanity.
For Genesys, the message is clear: purpose-driven AI isn’t just hype. It’s reshaping how organizations connect with customers, employees, and society at large.
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