Genesys Honors Global Innovators in Customer Experience Orchestration at Xperience 2026

Trailblazing organisations recognized for transforming customer and employee experiences  

Today at Genesys^® Xperience 2026, the premier customer experience and AI event of the year, the 2026 Orchestrators Innovation Awards honored Computacenter, Utility Warehouse, Child Bereavement UK and BCD for using AI to solve complex business challenges and elevate customer and employee experiences.

The awards recognise organisations that are setting a new standard for agentic experience orchestration by connecting customers, employees, systems and data to deliver more seamless, personalised experiences that drive growth and increasing operational efficiency.

“The organisations we’re recognising this year are showing what’s possible when AI is applied with purpose to orchestrate more connected experiences,” said Scott Cravotta, chief customer officer at Genesys. “They’re moving beyond automation to focus on outcomes, creating more human experiences that strengthen customer loyalty and improve business performance. As AI becomes a larger part of how organisations deliver customer and employee experiences, these leaders are setting the standard for how to apply it responsibly and effectively.” 

The following organisations were recognised at Xperience 2026 for their exceptional achievements across several categories: 

• Experience Orchestration: Computacenter – Leveraging Genesys technology, Computacenter has put in place a single global platform for its global Service Desk orchestration that uses Genesys Cloud™ Agent Copilot, Predictive Routing and Virtual Agents to improve customer satisfaction and service efficiency. Through the effective use of technology, alongside a robust location strategy and operational optimisation initiatives, Computacenter achieved a 13% reduction in average handle time and improved first-contact resolution by up to 10%.

• Level Up: Utility Warehouse – Utility Warehouse is using Genesys Cloud Agentic Virtual Agent to deliver more autonomous, outcome-focused customer service, helping customers resolve broadband issues faster through automated checks, guided troubleshooting and seamless handoff to a human agent when needed. The company is saving up to three minutes per interaction with Agentic Virtual Agent and has reduced average handle time by more than 3,000 hours with intelligent routing on Genesys Cloud, while improving quality and compliance scores by as much as 18 points. 

• Humanitarian Impact: Child Bereavement UK – Child Bereavement UK increased its reach to 20% more children and young people and achieved a record of serving 113,000 people in need by unifying voice, webchat, WhatsApp and SMS interactions on Genesys Cloud. Genesys Cloud Agent Copilot automatically generates and saves interaction summaries, allowing counselors to spend less time on administrative work and more time providing compassionate, personalised care. 

• Sustainability Impact: BCD – BCD has advanced its sustainability goals with Genesys Cloud by consolidating three on-premises contact center deployments and approximately 250 servers onto a single global platform supporting 7,000 agents. The transformation is projected to reduce annual emissions by 443 metric tons of CO2e while enabling more scalable operations and delivering consistent customer experiences worldwide. 

Genesys also recognised industry leaders for their exceptional contributions in helping to drive meaningful improvements in their organisations’ customer and employee experiences. Innovators receiving honors for the 2026 Orchestrators Innovation Award include:  

• Orchestrator of the Year (CX Leader): Pamela Bou Zeid, Al Wathba Insurance 

• Orchestrator of the Year (Agent): Maribeth Lagman, Aterian 

• Orchestrator of the Year (Developer): Eystein Kylland, DNB Bank 

To learn more about how Genesys customers are transforming experiences, visit https://www.genesys.com/customer-stories.  

About Genesys  

Genesys® empowers more than 8,000 organisations worldwide to create the best customer and employee experiences.  Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai. 

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Media Contacts 

Manali Pattnaik

Senior Director APAC Communications, Genesys

Manali.Pattnaik@genesys.com

+65-83217924