Across industries, organizations are under pressure to handle higher interaction volumes with greater personalization, reduce costs and innovate faster. But customers won’t tolerate even the slightest reduction in quality to get there. 

Traditionally, that tension would often force a trade-off. Improve efficiency, but risk rushed interactions, fragmented journeys, frustrated customers and burned-out employees. Focus on quality, and costs climb while scalability stalls. 

Artificial intelligence (AI) is changing that equation. 

What’s emerging from leading organizations is a fundamentally different operating model — an AI-powered one that aligns and coordinates people, processes, governance and systems to orchestrate experiences and improve outcomes. These leaders are handling routine inquiries both empathetically and efficiently through intelligent self-service; guiding agents in real time with the right knowledge while reducing their cognitive load with copilots; and orchestrating journeys so customers reach the best outcome faster. 

Across these organizations, a clear pattern stands out. Those seeing the biggest gains aren’t using AI in isolated use cases; they’re applying it end to end — across channels, workflows and interactions with governance embedded from day one. They’re simplifying their customer experience (CX) technology stacks, leveling up agent experiences and making it easier for customers to get what they need on the first try. 

And the results are as exceptional as the experiences that drive them. Faster resolution with fewer escalations. Greater efficiency. Lower costs. Higher satisfaction and loyalty. 

In other words, efficiency and quality are no longer competing priorities — they can be outcomes of an AI-Powered Experience Orchestration strategy. 

Here’s how five organizations are proving that efficiency and quality at scale is possible. 

Charles Sturt University powers empathetic student support with agentic AI, reducing costs by 13%  

Charles Sturt University set out to improve its student experience as rising expectations, long wait times and limited self-service strained its ability to support an increasingly digital student population. With the Genesys Cloud CX® offering, the Australian university is delivering more seamless, efficient and engaging support while reducing operational costs by 13% and cost to serve by nearly 11%. 

Learn about the approach. 

Eir saves up to a minute per call with Agent Copilot  

Irish telecom provider Eir is undertaking a transformation to simplify its customer and employee experiences. Implementing the Genesys Cloud™ platform, especially its copilot and web messenger solutions, is helping Eir to achieve those goals. Agents are saving up to a minute per call with the auto-summarization and wrap-up code capabilities of Genesys Cloud Agent Copilot, and customer effort scores have improved by 63%. 

Read the full story. 

Best Buy Canada realizes a 20% reduction in operational costs with Genesys Cloud 

Best Buy Canada is setting a new standard for retail industry customer engagement, delivering next-level experiences by streamlining service operations through AI,  automation and real-time insights. Since implementing Genesys Cloud, the retailer has seen a 20% reduction in overall operating costs; decreased average handle time by 19% and time spent in the IVR by 38%; and reduced call transfers by 40%. 

Learn more. 

Aterian reduces tech TCO by 65% while improving service levels and satisfaction   

Aterian is using Genesys Cloud to transform experiences by removing complexity and streamlining processes. Customers now receive more empathic responses to inquiries about any one of thousands of products, and agents can resolve those inquiries faster — with Genesys Cloud Agent Copilot recommending solutions and handling post-call work, reducing email handle time by an average of 7%. 

Read more about the approach. 

Creating Smarter Service Through Predictive Intelligence and Personalization 

Oldenburgische Landesbank (OLB), a privately owned former regional bank in Germany, transformed from a traditional branch-first institution into a modern, omnichannel digital bank using Genesys Cloud. By introducing AI-powered predictive routing, workforce management and digital channels like WhatsApp and live chat, OLB achieved a 15% reduction in wait times, a five-point boost in its transactional Net Promoter Score and 5–10% efficiency gains. The bank now delivers faster, more personalized service while empowering employees with intelligent tools.

Get the full details.