Last week, at the Nashville Xperience 2025 event, Genesys, which makes Contact Centres as-a-Service using AI-Powered Experience Orchestration platform, announced an expanded strategic partnership with ServiceNow. To move up the maturity model, an organization needs to shift from tactical experimentation to strategic transformation on an AI-Powered Experience Orchestration platform. Bates explained how there are four fundamental shifts that every organization needs to make to be successful with AI-Powered Experience Orchestration. “By unifying systems with AI orchestration, Genesys and ServiceNow simplify complexity and help to empower our teams. This builds on the existing integration with ServiceNow Customer Service Management (CSM), extending the value of Unified Experience to help desk agents.