Genesys honored four organizations for transforming customer and employee experiences through AI at its Xperience 2026 event. The 2026 Orchestrators Innovation Awards recognized leaders in agentic experience orchestration.

The awards highlight how companies connect customers, employees, systems, and data to deliver seamless, personalized experiences. Scott Cravotta, chief customer officer at Genesys, noted that these organizations are moving beyond automation to focus on outcomes and human-centric results.

Award Winners

Four companies were recognized for specific achievements in using Genesys technology:

• Computacenter: Implemented a global Service Desk platform using Genesys Cloud Agent Copilot and Predictive Routing. This reduced average handle time by 13% and improved first-contact resolution by up to 10%.
• Utility Warehouse: Deployed Genesys Cloud Agentic Virtual Agent for autonomous service. The company saved up to three minutes per interaction and reduced average handle time by more than 3,000 hours, while improving quality scores by up to 18 points.
• Child Bereavement UK: Unified voice, webchat, WhatsApp, and SMS on Genesys Cloud. This allowed the charity to serve a record 113,000 people, increasing its reach to children and young people by 20%.
• BCD: Consolidated three on-premises contact centers and approximately 250 servers onto a single platform supporting 7,000 agents. This move is projected to reduce annual emissions by 443 metric tons of CO2e.

Individual Recognitions

Genesys also honored individual industry leaders for their contributions to customer experience:

What the Numbers Show

The operational metrics disclosed by the award winners illustrate the tangible impact of consolidating communication channels. For instance, Utility Warehouse’s reduction of 3,000 hours in handle time alongside an 18-point improvement in quality scores suggests that AI-driven routing can simultaneously drive efficiency and service compliance, rather than forcing a trade-off between speed and accuracy.

Genesys International Corp has appointed Dhiman Basu Ray as its new Chief Technology Officer. Basu Ray previously served as Global CTO at Tech Mahindra.

Leadership appointment details

The following table summarises the key details of the appointment:

Basu Ray brings experience from his tenure as Global CTO at Tech Mahindra, a major information technology services firm. His appointment to the CTO role at Genesys International marks a senior leadership addition to the company's technology function.

Strategic context

Dhiman Basu Ray is a technology and digital engineering leader with approximately 26 years of experience. He previously served as Global Chief Technology Officer – Digital Engineering at Tech Mahindra and has held senior leadership roles across leading global technology organisations.

His experience spans artificial intelligence and machine learning, robotics, product and platform engineering, cloud and data platforms, software-defined vehicles, cybersecurity and large-scale digital transformation.

Sajid Malik, Chairman and Managing Director, Genesys International, commented on the appointment: "Genesys is moving from mapping the world to making the physical world computable. What was historically viewed as mapping is rapidly becoming the spatial intelligence layer through which governments, enterprises and intelligent machines can understand and make decisions about the real world."

Malik added that the rise of Physical AI makes this transition relevant, as AI systems operating in the physical world require accurate, three-dimensional and continuously updated models of their surroundings. Genesys has spent years building the survey infrastructure, geospatial content and Digital Twin capabilities required to create these models.

Basu Ray said: "Genesys has built a differentiated foundation through its high-precision geospatial content, advanced survey capabilities and 3D Digital Twins. The opportunity now is to bring..."