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o6/26/2025 Introducing Genesys Cloud AI Studio: Empowering Businesses with Responsible, Agentic AI for Transformational Customer Experiences First release, Genesys Cloud AI Guides, will enable teams to design and govern more autonomous AI agents with no coding required Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced Genesys Cloud™ AI Studio – the foundation organisations need to responsibly move to agentic AI-driven customer engagement. Genesys Cloud AI Studio is a centralised innovation hub designed for building, managing and scaling AI faster. It provides organisations with intuitive, agentic-ready tools embedded with guardrails for smarter, more personalised experiences. Genesys Cloud AI Guides, the first capability released for Genesys Cloud AI Studio, will equip brands to rapidly design, deploy and govern virtual agents that can operate with greater autonomy across complex, enterprise-wide customer journeys. “Scalable oversight of AI is critically important as we move into agentic decision-making and operation at lightning speed. For enterprises to leverage agentic AI, they must evolve how they approach AI governance and adoption,” said Hayley Sutherland, research manager for conversational AI at IDC. “Genesys is offering organisations a robust entry point for autonomous AI, and the tools to help ensure every AI-powered customer interaction is secure, ethical and aligned to their strategy and values.” As AI advances to act more independently and make non-deterministic decisions, strong governance is critical. Yet 80% of business leaders cite explainability, ethics, bias or trust as significant adoption barriers, even with deterministic forms of AI like generative. Half admit their organisations lack the governance to manage these risks, according to research from IBM Institute for Business Value. Responsible Agentic AI at Scale for All Most virtual agents today require technical resources to develop and follow rigid, pre-programmed flows that can break under complex real-world interactions. In contrast, agentic AI will introduce more autonomy, enabling virtual agents to make decisions and adapt dynamically. This advancement will likely promise better customer experiences but also heightens governance risks as virtual agents’ actions can affect customer loyalty and brand reputation across the enterprise. With AI Guides, Genesys will empower organisations to confidently embrace the future using an easy no-code interface to build and deploy intelligent virtual agents that can reason and act within configurable guardrails defined by the business. These virtual agents are equipped to handle more complex, multistep customer interactions. Use of AI Guides will allow virtual agents to move beyond managing transactional customer interactions to trigger enterprise-wide workflows, collaborate across human and AI teams, and act on behalf of brands in higher-stakes moments. AI Guides is designed to help organisations scale semi-autonomous customer experiences by providing clear, governed instructions that guide the behaviour of large language model-driven agents to minimise hallucinations and align outputs with business goals through: Natural Language, No Code Required: Easily build or refine virtual agents using plain language or existing documentation with no coding skills needed. Build Once, Deploy Anywhere: Design experiences once and deploy them across Genesys Cloud Virtual Agent and Copilots, and more to maintain consistency and reduce duplication of effort. Enterprise-Grade Collaboration: Seamlessly connect front, middle and back-office systems to execute tasks, automate workflows and deliver measurable business outcomes. Guardrails Built In: Implement configurable, testable safety controls to help enable increased accuracy, appropriate tone and policy compliance to support responsible adoption of agentic AI. AI Guides is built with flexibility at its core, using a model-agnostic architecture that enables continuous A/B testing and iterative improvements as new language models emerge. This allows Genesys to select and evolve the optimal model over time to help organisations deliver the best outcomes. This versatility is powered by the Genesys Cloud platform, which offers seamless integration with proprietary, open-source and leading frontier models including those available through Amazon Bedrock, ultimately enabling organisations to bring their own models. With this extensibility, organisations can innovate with AI to best align with their goals without compromising safety, oversight or performance. Building the Foundation for Autonomous Customer Engagement AI Guides introduces essential agentic AI capabilities to the Genesys Cloud platform’s conversational, generative and predictive AI. Underpinning Genesys Cloud AI is the Genesys Event Data Platform, which transforms raw interaction data into structured signals, such as intent, outcomes and behaviour, to enrich customer profiles. This context helps fuel smarter orchestration, accelerate model training and improve more effective AI performance across capabilities, including Genesys Cloud AI Studio and AI Guides. With the launch of Genesys Cloud AI Studio and AI Guides, Genesys is equipping organisations with critical capabilities to advance toward Level 4 of Experience Orchestration, which is where customer engagement becomes semi-autonomous, scalable and governed by business-defined guardrails. Another upcoming tool, Genesys Cloud Custom Conversation Summaries, will further enhance control, enabling organisations to generate interaction summaries that reflect their unique brand voice, formatting standards and compliance requirements. “Many organisations lack the infrastructure and governance framework for the responsible use of agentic AI with their customers today. We’re focused on giving every business an accessible and safe path forward,” said Olivier Jouve, chief product officer at Genesys. “With AI Guides, Genesys is delivering the foundation for agentic orchestration with guardrails and trust embedded so our customers can accelerate innovation and position themselves to drive ROI and differentiation.” Availability for Genesys Cloud AI Studio capabilities, AI Guides and Custom Conversation Summaries are expected in the second quarter of the company’s fiscal year 2026 (May 1–July 31, 2025). For more information, visit  https://www.genesys.com/en-sg. Forward-Looking Statements Statements in this press release that are not historical or current facts are forward-looking statements that involve risks and uncertainties. Unless required by law, Genesys undertakes no obligation to update or revise any forward-looking statements to reflect circumstances or events after the date of this press release. About Genesys Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit https://www.genesys.com/en-sg. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Media Contact Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65 83217924

06/11/2025 Strong Adoption of AI-Powered Experience Orchestration Capabilities Fuels Genesys Cloud Momentum in First Quarter of Fiscal Year 2026 Genesys signs its second-largest Genesys Cloud deal in history with Fortune 100 technology company Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced the Genesys Cloud™ platform reached nearly $2.1B annual recurring revenue (ARR)[1] during the first quarter of the company’s fiscal year 2026 (Feb. 1– April 30, 2025), representing year-over-year growth over 35%, an acceleration from the previous fiscal quarter. The momentum reflects increased adoption of Genesys Cloud AI as organisations enhance efficiencies while creating more personalised, connected experiences. With the continued momentum, Genesys believes it’s strongly positioned to lead the advancement of agentic AI in customer experience (CX) orchestration. Genesys Cloud enterprise momentum continued as the company signed its second-largest deal ever on the platform, an eight-figure annual contract value (ACV) new customer win with a Fortune 100 technology company. Meanwhile, existing customers continued to expand their usage of Genesys Cloud capabilities, resulting in the platform’s average quarterly net revenue retention (NRR)[2] exceeding 120% for the last four fiscal quarters. “Enterprises are operating in the experience economy where empathy, delivered at scale through AI, redefines what it means to truly connect with customers,” said Tony Bates, chairman and CEO of Genesys. “With the rise of agentic AI, organisations will have more opportunity to deliver proactive, personalised experiences that make customers feel seen and valued, not just a number in a queue. Genesys is at the forefront of the AI transformation that makes this possible, enabling organisations to create experiences that are not only smarter, but deeply human.” With advanced predictive, conversational and generative AI capabilities, Genesys empowers businesses with real-time intelligence, automation, personalisation and optimisation tools that can enhance every interaction. Genesys Cloud AI momentum during the quarter included: The number of agents supported by Genesys Cloud Agent Copilot grew more than 3X year-over-year, helping organisations drive efficiency, accuracy and elevated CX. Genesys Cloud Copilot generated over 10X more summaries year-over-year, helping agents streamline routine tasks and save time so they can stay focused on customers. The number of knowledge articles surfaced on Genesys Cloud increased more than 4X year-over-year, enabling more effective resolution of customer issues through smarter automation and better-supported agents. The number of bot conversations grew 2X year-over-year, as organisations position themselves to deliver more effective self-service experiences. The number of Genesys Cloud Web Messaging conversations increased by over 80%, underscoring consumers’ growing preference to connect with businesses on digital channels. Building upon the Genesys Copilot suite and Virtual Agent, new AI capabilities for supervisors enable managers to automate tasks, optimise performance and surface real-time intelligence to help organisations scale and ensure quality for improved outcomes. Genesys Cloud Social expands on the Genesys Cloud platform’s existing capabilities with public social media listening, enabling organisations to better understand customer sentiment and unify insights across voice, digital and social channels for more personalised, connected experiences. The Engine Behind Exceptional Customer Outcomes Organisations around the world continue to choose Genesys Cloud to help them level up their experience orchestration capabilities and deliver smarter, more empathetic customer experiences, including Xerox, Bank Australia, Banco de Crédito del Perú (BCP), Corendon, Getnet, InspirTEC, News Corp Australia, Security Bank and Tokio Marine. Highlighted customer success includes: AAA - The Auto Club Group (ACG) is accelerating its digital transformation by modernising voice self-service applications and deploying advanced digital capabilities for Roadside Assistance. As part of its evolution to the Genesys Cloud platform, ACG has strengthened remote workforce support and eliminated the IT overhead tied to legacy on-premises infrastructure — freeing up resources to focus on strategic priorities. Looking ahead, ACG plans to expand its use of Genesys Cloud AI-powered capabilities, including Agent Copilot real-time agent assistance and advanced voicebots to enhance self-service options. These innovations will enable faster, smarter and more exceptional member experiences — while setting the foundation for long-term scalability and service excellence. Auto & General Insurance, a digital-first insurer serving Singapore, is redefining customer and employee experiences with Genesys Cloud. By unifying inbound and outbound voice, SMS and email on a single platform, Auto & General Insurance has seen major improvements in operational efficiency — reducing manual processes and optimising support for its remote workforce. Additionally, Genesys Cloud AI-powered capabilities enhance team performance by providing real-time insights for coaching and development. With clear benefits from its omnichannel strategy, Auto & General Insurance plans to further expand its digital footprint with solutions like virtual assistant and web messaging to deliver even more personalised, connected experiences. Caixa, a Brazilian federal bank serving 155 million people, is embracing digital transformation with Genesys Cloud. By unifying customer interactions and optimising journeys through Genesys Cloud AI orchestration, Caixa aims to improve efficiency, reduce friction and enhance personalis This commitment by Caixa to AI-powered automation enables a scalable, future-ready approach that can elevate customer satisfaction and strengthen its competitive position. Conduent, a global technology-driven business solutions and services company, is using the Genesys Cloud platform to enhance its customer experience solutions. With numerous deployments of the Genesys Cloud CX® offering completed, the integration is enabling Conduent to deliver tailored digital-first roadmaps, using analytics to optimise agent performance and surface insights that drive measurable outcomes, such as reducing handle times, boosting first-contact resolution and elevating customer satisfaction. Liberty Latin America, a leading telecommunications company operating in over 20 countries across Latin America and the Caribbean, transformed its customer and employee experience by implementing Genesys Cloud to unify fragmented systems and accelerate AI adoption. By implementing digital-first tools like predictive routing and Genesys Cloud Agent Copilot, Liberty Latin America empowered over 2,000 agents and expanded its service across multiple markets, including the Bahamas and Curaçao. This shift led to measurable results, including a 34% increase in self-service usage and 18% annual savings in total CX costs. Modivcare, a leading tech-enabled provider of supportive care services focused on the social determinants of health — which includes non-emergency medical transportation, personal care and remote patient monitoring — is transforming its member experience with the Genesys Cloud platform. Using Genesys Cloud Web Messaging, Modivcare has seen an increase in members engaging through digital channels and improved containment rates, resulting in revenue from digital bookings increasing by 150%. By leveraging AI-powered capabilities such as Agent Assist and Workforce Engagement Management, Modivcare has realised $17 million in annualised value, which is projected to grow to $50 million within three years. Steinberg Diagnostic Medical Imaging (SDMI), a leader in patient-centred imaging, implemented Genesys Cloud capabilities to elevate patient-centred care by automating routine tasks through virtual agents. This enabled staff to focus on more complex, emotionally meaningful interactions. As a result, SDMI now manages 4,000 additional patient calls each month and has reduced abandonment rates from 10% to just 2.9%. Stanley Steemer, a household name in residential and commercial cleaning for more than 60 years, is accelerating its digital service strategy by expanding its use of Genesys Cloud AI to deliver smarter, more efficient customer experiences. Most recently, Stanley Steemer introduced an AI-powered voicebot to manage cancellation and reschedule requests for branch appointments, and it now resolves approximately 70% of those calls without agent assistance. This has driven a 10% reduction in overall call volume reaching agents, allowing them to focus on more complex customer needs. With customer experience as a top priority, Stanley Steemer now plans to expand the interaction types supported by AI voicebots as part of its broader CX innovation strategy. The UK's National Society for the Prevention of Cruelty to Children (NSPCC) has been protecting children for over 100 years, working to prevent abuse and neglect while providing expert support. The NSPCC is at the start of an exciting journey, future-proofing the technology that supports its two flagship helpline services, Childline and the NSPCC Helpline. Through Genesys Cloud, service users will have more choice about how they can get the support they need, and staff and volunteers will be able to spend more time talking to those who need their help. In addition, the NSPCC will be able to increase the number of children and young people it helps to feel safe, listened to and supported. Nationwide, one of the largest insurance and financial services organisations, is deepening its collaboration with Genesys to modernise customer engagement. Managing millions of customer interactions annually, Nationwide has adopted Genesys Cloud capabilities to provide seamless and consistent experiences for customers across multiple channels. Looking ahead, the organisation remains committed to modernisation and scalability, with plans to further unify its contact centre ecosystem and integrate additional capabilities enterprise-wide. RelateCare, a US and Ireland-based provider of smart sourced patient access and virtual Nurse Triage solutions, is modernising its operations with Genesys Cloud to support its mission of delivering innovative, future-ready healthcare experiences. This transformation is set to enhance digital access and self-service capabilities; enable seamless integration with leading Electronic Health Record platforms including EPIC; and introduce AI-powered tools that benefit both patients and healthcare staff.  Genesys Recognised by Analysts and Customers Genesys was recognised as a Leader in Forrester Wave™: Contact-Centre-As-A-Service Platforms, Q2 2025.[3] The Genesys Cloud platform received the highest score in the current offering category and the highest scores possible in the criteria of AI architecture, generative AI (genAI) and large language model (LLM) support, and workforce management. Within the strategy category, Genesys received the highest scores possible in the vision, innovation and roadmap criteria. Genesys was recognised in the Gartner® Market Guide for Customer Journey Analytics & Orchestration for the sixth time in a row.[4] Genesys attributes this recognition to its ability to seamlessly orchestrate experiences across touchpoints and provide comprehensive journey analytics, empowering organisations with insights for continuous optimis Genesys was positioned by clients as a Customers’ Choice in the 2025 Gartner Peer Insights™ Voice of the Customer for Contact Centre as a Service. The company achieved an overall average rating of 4.7 of 5 stars and a 94% “Willingness to Recommend” rating from verified reviewers.[5] The company believes the recognition reinforces the confidence organisations have in the Genesys Cloud platform to help them provide superior customer and employee experiences at scale. About Genesys Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit  https://www.genesys.com/en-sg. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. [1] Genesys Cloud Annual Recurring Revenue (ARR) is defined as Genesys Cloud fiscal quarterly revenue, including both committed contractual amounts and usage-based revenues, multiplied by four. [2] Genesys Cloud Net Revenue Retention (NRR) is defined as the percentage of Genesys Cloud revenue retained in the applicable quarterly period for customers that generated revenue in the corresponding prior fiscal year period. [3] The Forrester Wave™: Contact-Centre-As-A-Service Platforms, Q2 2025, Forrester Research, Inc., April 10, 2025 Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here. [4] Gartner Market Guide for Customer Journey Analytics & Orchestration, Christopher Sladdin and Daniel O’Sullivan, 17 February 2025 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. [5] Based on 325 reviews as of May 2025. Gartner Disclaimer Gartner® and Peer Insights™ are trademarks of Gartner, Inc. and/or its affiliates. All rights reserved. Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose. Media Contacts Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65 83217924

06/04/2025 Genesys Recognises Partners for Driving Innovative AI-Powered Experience Orchestration Programs Across APAC QPC Australia wins Australia and New Zealand Partner of the Year; Spark New Zealand awarded APAC Innovation Trailblazer of the Year. Genesys®, a global cloud leader in AI-Powered Experience Orchestration, honoured its top-performing partners across Asia Pacific (APAC) at the 10th Annual Genesys APAC Tech Summit. Held in Bangkok (Thailand), the event celebrated the regional partners that contribute to APAC’s thriving ecosystem dedicated to helping organisations orchestrate exceptional experiences that help drive improved customer loyalty, employee engagement and productivity, and operational efficiency. With the theme ‘Levelling Up Together’, the annual Partner Awards Summit brings together partners, technical teams and solution leaders to explore how AI and digital technologies are shaping the future of customer experience. It spotlights partners who have unlocked new opportunities to deliver exceptional customer value, execution excellence and meaningful impact through the Genesys Cloud™ platform. “Genesys partners are an extension of our sales team, helping drive accelerated results and achieving new heights together. Our robust network of partners plays a pivotal role in advancing our vision for experience orchestration and reinforcing our customer-centric approach. Together, we’re enabling businesses to prepare for the future with AI, cloud and digital technologies, while empowering our partners to build scalable, profitable practices. This year’s award winners have truly exemplified what it means to harness the power of Genesys Cloud AI to deliver empathetic, personalised experiences at scale,” said Gwilym Funnell, Vice President, Partners and Alliance, APAC at Genesys. “In today’s dynamic customer experience landscape, the careful and smart use of technology can be a key differentiator in delivering exceptional customer service. Our longstanding partnership with Genesys has been crucial to our goals of becoming an industry leader in enabling organisations to deliver real-time, empathetic, and meaningful customer interactions. This recognition reflects, and affirms, the trust that our customers place in QPC Australia to lead their CX transformation with confidence,” said Peter Levine, Commercial Director, QPC Australia. Genesys APAC Partner Award Winners for Fiscal Year 2025: APAC Partner of the Year: Fujitsu Limited APAC Innovation Trailblazer of the year: Spark New Zealand APAC Marketing Impact Partner of the Year: NTT Communications Corporation Japan Partner of the Year: Mitsui Knowledge Industry Co., Ltd. ASEAN Partner of the Year: NTT MSC Sdn. Bhd. Australia & New Zealand Partner of the Year: QPC Australia Greater China Partner of the Year: Continuous Technologies International Limited India Partner of the Year: Tata Communications Ltd. Korea Partner of the Year: GS Neotek About Genesys Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit  https://www.genesys.com/en-sg. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Media Contacts  Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65 83217924

05/29/2025 New Genesys Report Finds Indian Consumers Demand More from Customer Service, with Quality and Personalisation Driving Loyalty 85% of Indian consumers surveyed believe that a company is only as good as its service "The State of Consumer Experience: Asia-Pacific” report highlights Indian consumer expectations and how CX leaders in India are prioritising AI-powered technologies to meet rising expectations Genesys®, a global cloud leader in AI-Powered Experience Orchestration, has released its latest research report, “The State of Customer Experience: Asia-Pacific,” outlining key insights into customer expectations and the changing priorities of customer experience (CX) leaders in India and Asia-Pacific.  Notably, the research found that 85% of Indian consumers surveyed agree that a company is only as good as its service—surpassing both the global and regional averages. The report draws insights from consumers and CX leaders across the globe, as well as in Asia-Pacific, and identifies India as a market with both high consumer expectations and a strong appetite for AI-driven transformation in CX. CX leaders in India surpass their counterparts both regionwide and globally., CX leaders in India plan on spending more of their CX budget on AI than most respondents across the region, with Indian CX leaders surveyed planning to invest 46% of their expected CX budget on AI-powered CX technologies in the next 12 months. "India is at the forefront of a CX transformation wave, driven by consumers who expect speed and resolution, along with empathetic and personalised experiences throughout their journey. To meet rising expectations, 81% of CX leaders surveyed in India plan to improve the employee experience through AI-powered technologies over the next two years. This is a clear signal that organisations are looking inward as well as outward focusing on a seamless experience orchestration strategy that adds value at every touchpoint.  At Genesys, we are committed to helping businesses transform their customer experiences to drive loyalty, improve agent productivity, and elevate every interaction with their customers,” said Raja Lakshmipathy, Vice President & Managing Director, India & SAARC, Genesys. Key India Insights: Email dominates, but personalisation matters most: While email remains the most frequently used channel by 60% of Indian consumers surveyed, 49% rank receiving services they need at any time in their preferred channel as one of the most important forms of personalization. This points to the rising demand for flexible, omnichannel support that feels tailored to individual preferences. Service quality directly impacts loyalty: Nearly half (49%) of Indian consumers surveyed said they experienced a positive customer service interaction that made them feel valued within the past year. However, 15% of those respondents would abandon even a favourite brand after just one poor experience, underlining the stakes of poor service delivery. Overcoming challenges: Indian CX leaders surveyed rank the challenges facing their CX organisations higher than the global average across several key areas, such as improving the effectiveness of self-service technologies (51%), containing staffing-related costs (51%), and maintaining service quality while operating with aging technology (40%). Additionally, according to those same respondents, challenges facing CX organisations in India rank higher than global averages and among the highest in the APAC region across other key areas like managing quality and productivity with remote/hybrid working (44%) and keeping pace with rapidly evolving customer/employee experience technology (47%). Prioritising customer satisfaction: Indian organisations are taking a more measurable approach to CX success than their global counterparts. 72% of CX leaders surveyed in India are using customer satisfaction as a key metric — the highest across the APAC region by over 20 percentage points, and higher than the global average. India is also the only country in APAC where more than half (58%) of CX leaders survyed cited customer effort score as a key metric — more than double the global average of 26%. This showcases a mature CX mindset among CX organisations in India, but one still navigating structural and technological hurdles. To learn more about the insights, read the full report here. Research Methodology: Genesys worked with an independent research firm to survey 5,232 consumers and 1,181 CX decision-makers in more than 16 countries, including 1,011 consumers and 244 CX leaders in Asia-Pacific, and 169 consumers and 43 CX leaders in India. The survey was conducted in September and October of 2024. About Genesys Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit  https://www.genesys.com/en-sg. © 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Media Contacts Manali Pattnaik Director APAC Communications, Genesys manali.pattnaik@genesys.com +65-83217924