Artificial intelligence is now at the forefront of customer experience (CX) discussions. Still, despite the momentum, many leaders acknowledge that translating it into clear business value remains a challenge.  

At the recent Genesys Executive Summit in Mallorca, this gap between potential and proof became a central discussion point. The technology itself is not in question — the real challenge is making AI’s impact visible in ways that resonate with customers, employees, and business stakeholders alike. 

From Hype to Visibility 

The summit discussions underscored the shift from AI as hype to AI as evidence. For many attendees, the breakthrough came from seeing real-world examples where AI made a visible difference: 

  • enabling more empathetic and proactive customer support, 
  • helping employees perform with greater confidence, and 
  • showing measurable improvements in efficiency and loyalty. 

As one large healthcare organisation put it: 

“We’ve never been able to visualise the value of AI, but seeing customer results like DAMAC helped us see the value coming from Genesys.” 

Read the full story…

 

Audience Reflections 

Feedback from customers and partners highlighted this moment of realisation: 

  • “Genesys is doing more with AI than I imagined.” 
  • “We feel more comfortable going to market with Genesys. Its AI capabilities give us confidence in the partnership.” 
  •  “Other vendors don’t have a ready data foundation like Genesys does. That difference really stands out.” 

These perspectives reinforced a clear takeaway: AI’s hidden value emerges when tied to tangible results — improving empathy, empowering employees, and strengthening loyalty. 

 

Seeing AI in Context 

Author and futurist Christian Kromme describes technological change as a series of six waves, each reshaping how society works and how organisations adapt. His insight that “AI is only as smart as the environment it lives in” resonated deeply with summit participants. 

This frames AI in CX not as a standalone technology, but as part of a broader ecosystem of customer journeys, employee skills, and organisational goals. 

 

From Job Roles to Skillsets 

The summit also explored the Future at Work. Increasingly, the focus is shifting from static job roles to adaptable skillsets. AI plays a pivotal role here — not by replacing people, but by augmenting human capability. 

It allows employees to move fluidly across tasks, applying uniquely human strengths such as empathy, problem-solving, and communication in new ways. The result is not only efficiency, but a workforce that is more confident, agile, and engaged. 

The conversations in Mallorca revealed an important truth: AI’s value is often hidden until it is seen through outcomes. 

 For many executives, the question is no longer if AI can transform customer experience, but how its benefits can be understood, visualised, and shared across the organisation. 

Seeing the value is the first step to realising it. 

Join our up and coming webinar, Beyond the Buzz: Real AI for Real CX  to learn more..

 

Written by

Osen Akkemik

Senior Director, AI Solutions & Services EMEA at Genesys