{"id":635145,"date":"2026-08-10T18:00:30","date_gmt":"2026-08-11T01:00:30","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=635145"},"modified":"2026-08-10T20:04:00","modified_gmt":"2026-08-11T03:04:00","slug":"sustainable-growth-in-the-age-of-ai-starts-with-empathy","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/sustainable-growth-in-the-age-of-ai-starts-with-empathy","title":{"rendered":"Sustainable growth in the age of AI starts with empathy"},"content":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text css=””]The future of sustainability is being shaped by one of the most transformative forces of our time: artificial intelligence\u00a0(AI). Across industries, AI is changing how organisations\u00a0operate, how employees work, how customers are\u00a0served\u00a0and how leaders think about growth. It can help companies resolve issues faster, improve access to services, reduce friction, strengthen\u00a0resilience\u00a0and create more personalised, human-centred experiences at scale.<\/p>\n

It\u00a0brings extraordinary\u00a0promise.\u00a0But\u00a0promise\u00a0alone is not enough.<\/p>\n

As AI becomes more capable and more deeply embedded in the systems that shape people\u2019s daily lives, our responsibility grows. The question is no longer simply whether technology can help us move faster. It is whether we can use technology to move forward with purpose,\u00a0discipline\u00a0and empathy.[\/vc_column_text][vc_column_text css=””]<\/p>\n

Sustainability as strategy, not afterthought<\/span><\/span>\u00a0<\/span><\/h2>\n

At Genesys, belief in that possibility sits at the heart of our sustainability strategy. We see sustainability not as a separate initiative from our everyday work, but as a way to turn empathy into action. It guides how we reduce environmental impact, how we build trusted technology, how we support our people and communities, and how we help customers grow responsibly in an increasingly AI-first world.<\/span>\u00a0<\/span><\/p>\n

In FY26, we continued to make progress across our three sustainability pillars: Planet, People and Performance. We reduced reported Scope 1, 2 and 3 emissions by 15% organically compared to FY25, received validation from the Science Based Targets initiative for our near-term emissions reduction targets, and kept Genesys Cloud operations carbon neutral. We also advanced toward our goal to enable 80 million conversations between charities and people in need by FY31, with more than 33 million charitable conversations already powered from FY24 through FY26.<\/span>\u00a0<\/span><\/p>\n

These are all important milestones. But they are also reminders that sustainable growth is not measured by one achievement, one metric or one year of progress. It is built through the everyday choices we make about how we innovate, operate and lead.<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

The promise \u2014 and the responsibility \u2014 of AI<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n

These choices become especially important when it comes to AI.<\/span>\u00a0<\/span><\/p>\n

AI has the potential to make customer and employee experiences more intuitive, inclusive and empathetic. It can help organisations better understand needs, anticipate next steps and create more seamless support. For nonprofits and public service organisations, it can help extend limited resources and reach more people in moments that matter. For employees, it can reduce repetitive work and open new opportunities for creativity, problem-solving and connection.<\/span>\u00a0<\/span><\/p>\n

At the same time, AI raises real questions about energy use, data protection, fairness, transparency, bias, oversight and accountability. For sustainability leaders, these issues are deeply connected. Responsible AI is not only a technology issue. It is a governance issue, a trust issue, an environmental issue and a human issue.<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Governance as a foundation, not a guardrail<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n

That is why our approach at Genesys is anchored in a dual mandate: innovate and protect.<\/span>\u00a0<\/span><\/p>\n

We are advancing AI-Powered Experience Orchestration while strengthening the governance needed to help customers deploy AI responsibly. In FY26, Genesys earned ISO\/IEC 42001:2023 certification for the <\/span>Genesys Cloud\u2122 platform<\/span><\/a>, launched the <\/span>Genesys Cloud Trust Centre<\/span><\/a> and continued to align our AI risk management practices with recognised frameworks. Our AI principles emphasise security and privacy, accountability, transparency, fairness and governance. Rather than abstract ideals, they are the foundation for building technology that people can trust.<\/span><\/p>\n

Trust also depends on resilience. Customers rely on Genesys Cloud to support critical interactions around the world. Our reported FY26 platform availability of 99.995% reflects the importance of designing systems that are secure, reliable and ready to serve. In a world shaped by climate risk, regulatory change, cybersecurity threats and rapid AI transformation, resilience is sustainability in action.<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Designing AI with the planet in mind<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n

Sustainable growth also requires us to think differently about environmental impact in the technology sector. As more organisations move from on-premises infrastructure to the cloud, there is an opportunity to reduce reliance on dedicated hardware, decrease idle capacity and improve energy efficiency.<\/span>\u00a0<\/span><\/p>\n

At the same time, the growth of AI requires thoughtful design choices. We are focused on developing AI with sustainability in mind, including using foundational models, right-sized models and techniques that can improve performance without unnecessary energy use. <\/span>We are also in the early stages of quantifying the energy and emissions impacts of AI workloads \u2014 a challenge shared across the technology industry \u2014 and expect this to be an increasingly important component of our climate strategy as AI adoption grows.<\/span><\/p>\n

This is where governance and innovation must work together. Strong governance does not slow progress \u2014 it makes progress more durable. It helps us ask better questions earlier. How is data being used? How do we protect privacy? How do we reduce risk? How do we design for accessibility and inclusion? How do we ensure that efficiency gains do not come at the expense of human dignity, fairness or trust?<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

Empathy starts within<\/span><\/span>\u00a0<\/span><\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n

The answers to those questions are shaped by culture.<\/span>\u00a0<\/span><\/p>\n

At Genesys, empathy begins inside our own organisation. In FY26, our employee engagement score rose to 8.6 out of 10, placing us in the top 10% of the technology industry. We launched foundational AI Literacy training, completed by 94% of employees, to help our people build confidence and use AI responsibly. We continued to invest in inclusion, belonging, learning and well-being because we believe a company can only build empathetic technology if it cultivates empathy within its own teams.<\/span>\u00a0<\/span><\/p>\n

That same spirit extends to our communities. Through Impact Together, employees logged more than 12,000 volunteer hours in FY26, supporting causes tied to crisis response, STEM education and the environment. These efforts matter because sustainability is ultimately about people. It is about expanding access, reducing harm, creating opportunity and helping communities become more resilient.<\/span>\u00a0<\/span>[\/vc_column_text][vc_column_text css=””]<\/p>\n

The future <\/span>we’re<\/span> building<\/span><\/span>\u00a0<\/span><\/span><\/span>\u00a0<\/span><\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n

I am hopeful about what comes next because I see a growing recognition that business value and sustainability progress are not competing priorities. They are increasingly interdependent. The companies that will lead in the future are those that can grow while reducing impact, innovate while earning trust, and use AI not to replace empathy, but to help deliver it more consistently and at greater scale.<\/span>\u00a0<\/span><\/p>\n

That is the future we continue to work toward at Genesys. One where technology helps organisations serve people better. One where governance strengthens innovation. One where growth is measured not only by what we achieve, but by how responsibly we achieve it. And one where empathy remains our guide as we build what comes next.<\/span>\u00a0<\/span><\/p>\n

Read our FY26 Sustainability Report<\/span><\/a> to learn how Genesys is creating lasting value through our operations and solutions. <\/span><\/p>\n

About our Sustainability Report<\/span><\/b>\u00a0<\/span><\/p>\n

Unless otherwise stated, the metrics in this blog are excerpted from our Fiscal Year 2026 Sustainability Report, which includes updates on our sustainability strategy, performance and related metrics, and should be read in conjunction with the full report covering our fiscal year 2026, which is the period from 1 February 2025 to 31 January 2026, with additional information on activities, where appropriate, through July 2026. Unless indicated or the context requires otherwise, all metrics cover our fiscal year 2026. <\/span>\u00a0<\/span><\/p>\n

The goals and projects described herein and in our sustainability report are aspirational and subject to risks and uncertainties; as such, no guarantees or promises are made that these goals and projects will be met or successfully executed. Furthermore, data, statistics and metrics included herein and in our report are not prepared in accordance with generally accepted accounting principles (GAAP), continue to evolve and may be based on assumptions believed to be reasonable at the time of preparation, but should not be considered guarantees and are subject to further revision. Information about the calculation of emissions from the operations of Genesys Cloud is available in the Fiscal Year 2026 Sustainability Report. <\/span>\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section][vc_row][vc_column][vc_column_text css=””]The future of sustainability is being shaped by one of the most transformative forces of our time: artificial intelligence\u00a0(AI). Across industries, AI is changing how organisations\u00a0operate, how employees work, how customers are\u00a0served\u00a0and how leaders think about growth. It can help companies resolve issues faster, improve access to services, reduce friction, strengthen\u00a0resilience\u00a0and create more personalised, […]<\/p>\n","protected":false},"author":816,"featured_media":636169,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[15928,18426,16065],"tax_contenttheme":[14904],"tax_bundle":[],"tax_contenttheme2":[16105],"tax_capability_sitewide":[16201,18170,16352],"tax_products_programs":[16477,17548],"tax_buying_job":[16633,16651],"tax_buyer_persona":[16887],"tax_sector":[16931,16966,16986,17015,17025,17050],"tax_segment":[17079,17104,17125],"class_list":["post-635145","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_blogcategory-experience-orchestration-en-sg","tax_blogcategory-inside-genesys-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_contenttheme2-grow-your-business-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-cloud-migration-en-sg","tax_capability_sitewide-security-and-availability-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buyer_persona-business-en-sg","tax_sector-financial-en-sg","tax_sector-healthcare-en-sg","tax_sector-industrial-en-sg","tax_sector-public-en-sg","tax_sector-retail-en-sg","tax_sector-technology-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/635145","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/816"}],"version-history":[{"count":8,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/635145\/revisions"}],"predecessor-version":[{"id":636170,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/635145\/revisions\/636170"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/636169"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=635145"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=635145"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=635145"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=635145"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=635145"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=635145"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=635145"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=635145"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=635145"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=635145"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=635145"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=635145"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=635145"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}