Customer experience (CX) isn’t just a solution we deliver — it’s the heart of how businesses thrive. And we’ve heard from our customers that innovation isn’t just about the products we provide, it’s also about continually leveling up our own customer support capabilities to meet their expectations.

At Genesys, we believe customer experience (CX) isn’t just a solution we deliver — it’s the heart of how businesses thrive. And we’ve heard from our customers that innovation isn’t just about the products we provide, it’s also about continually leveling up our own customer support capabilities to meet their expectations.

So we’re harnessing the power of the Genesys Cloud™ platform to reimagine our support operations, streamline the customer journey, and deepen engagement for both customers and employees. In doing so, we’re not only showing what’s possible, but also uncovering powerful lessons that can inspire any organization looking to level up their own customer and employee experiences.

Genesys created the Levels of Experience Orchestration framework to guide organizations who want to do just that. Experience orchestration can help any organization create, deliver and continuously optimize their customer and employee experiences. At the highest levels, AI-powered technologies deliver automation and efficiency that can help companies create empathetic and personalized experiences at scale. 

There are six progressive levels of orchestration maturity; most organizations are at Level 2, with some still operating at Level 1. Others are building a competitive advantage at Level 3. And there are those at Level 4, who are leaning in to adopt the latest CX capabilities; these companies are piloting advanced agentic AI-powered technologies.

Wherever your organization is operating right now, what matters most is ensuring that you’re among those continually focused on leveling up to keep pace with customers’ ever-changing expectations. 

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From Transactional to Transformational

The Genesys Product Support team is an example of an organization that has been successfully upleveling — orchestrating more engaging, personalized experiences with every move upward. The team has advanced from static, transactional service to dynamic, AI-driven engagement.

And the transformation has been profound. Faster service, more empowered employees, and meaningful gains in both operational efficiency and customer satisfaction. 

“The more we can make customers successful by delivering a world-class experience, the better they’re going to be to deliver for their customers,” said Dominic LoBosco, VP of Global Support. “AI is playing a hands-on role — generating content and guiding conversations for customers and engineers alike. And we’re delivering more effective, more empathetic support.”

This includes tailoring experiences in real time based on context, behavior and AI insights.

“We’re able to tap into AI to create more dynamic experiences where we can really personalize for our customers,” added Angelo Arezzi, Senior Director of Support Services at Genesys. “Our focus now is identifying other meaningful AI use cases. We want to push the boundaries of what’s possible while keeping it practical and impactful.”

Leveling up has yielded measurable benefits for the Genesys Product Support team:

  • Faster resolution: AI-powered virtual agents help product support engineers find customer and case information, which saves about three minutes per call.
  • Insightful support: Product support engineers also receive AI-guided assistance during interactions via Genesys Cloud Agent Copilot, accelerating issue resolution time by about five minutes and improving accuracy.
  • Digital engagement: Shifting interactions from traditional channels to web messaging helps Genesys Product Support meet customers in their preferred channels.
  • Employee development: Time saved by using Genesys Cloud AI enables support engineers to spend more time focused learning.

Satisfied customers: A 20% increase in the Genesys Experience Index shows how well-received service improvements have been.

Inspiring Others by Example

The team’s approach to moving up the Levels of Experience Orchestration can help customers visualize their own paths to transformation.  

For organizations looking to embark on this journey, the advice is straightforward: Just start.

“You don’t need to have it all figured out,” said Arezzi. “Begin with solid data hygiene and a well-organized knowledge base. Then experiment and build momentum.”

LoBosco concurred: “Starting is the biggest obstacle. Once we decided to roll out web messaging, it took just days to roll it out. And almost overnight we saw a 35% shift of our live interactions going to web messaging versus a phone call versus an email coming in. That’s where our customers wanted us to be, and that’s where we were able to meet them.”

The Product Support team’s experience proves that moving up through the Levels of Experience Orchestration can be transformative. With each level, organizations gain greater control, clarity and customer connection. The Genesys Product Support team is an example of what’s possible when excellence is an ongoing quest.

AI-Powered Experience Orchestration is the future of CX. Read the full Genesys story to learn more on how to deliver the next level of experience in your organization.