Genesys Announces 8 AI Trends Shaping CX Transformation in 2026
Genesys, a global cloud leader in AI-powered experience orchestration, has announced 8 key AI and Customer Experience (CX) trends that companies should watch in 2026. The announced trends indicate how corporate operations, talent strategies, and the very nature of customer experience will transform amidst the accelerating shift to agentic AI.
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- 📰 Published: April 30, 2026 at 20:05
- 🔍 Collected: April 30, 2026 at 11:31
- 🤖 AI Analyzed: April 30, 2026 at 12:02 (30 min after Collected)
Tokyo—April 30, 2026—Genesys Cloud Services K.K. (Headquarters: Minato-ku, Tokyo; Representative Director and President: Paul Ito Ritchie, hereinafter Genesys), a global cloud leader in AI-powered experience orchestration, has announced 8 key trends related to AI and Customer Experience (CX) that companies should pay attention to in 2026. The trends announced this time indicate how corporate operations, talent strategies, and the very nature of customer experience will transform amidst the accelerating shift to agentic AI. With the rapid spread of AI, many companies have been verifying use cases and conducting pilot introductions over the past few years, but now, the focus is significantly shifting.
This announcement provides guidelines for companies to move beyond merely 'trying AI' to actually creating business value. It also examines how 'people,' 'technology,' and 'trust' will become the core of competitive advantage. Furthermore, based on the insights of Genesys executives, it provides a comprehensive overview of how companies should respond to CX trends accelerated by agentic AI.
Genesys Chief Information Officer Trevor Schulz
Trend 1. CIOs Transform Generative AI 'Failures' into Agentic AI Competitive Advantage
In the past year, with the rapid progress of generative AI demonstrations and verifications, many companies struggled to link AI utilization to financial results, with approximately 95% of pilot introductions reportedly not leading to revenue growth. However, these initial efforts were not in vain, providing CIOs with important insights into what kind of foundation is necessary for the next stage of AI maturity. Companies that can quickly leverage these learnings are seen as having an advantage in achieving substantial ROI.
In 2026, CIOs are expected to focus on four strategic areas: context engineering, reliable data foundations, agent orchestration, and AI governance. Designing systems that can provide appropriate information at the right time will be essential to unleash the potential of agentic AI. These changes are expected to enable AI to transition from the experimental stage to the execution phase, creating large-scale and measurable business value.
Genesys Chief People Officer Eva Majercik
Trend 2. The Core of Talent Retention Strategy Shifts from 'Hiring' to 'Upskilling'
The next frontier in talent strategy is 'reinvention,' not hiring. As AI changes job descriptions in real-time, the new competitive advantage for HR departments is not the speed at which they can hire external AI talent, but how quickly they can build AI literacy internally. In the future, learning is expected to change from an element of welfare to a prerequisite for creating results, with AI training being incorporated into all job types. The success or failure of AI initiatives in the talent domain will depend on how effectively teams can be re-educated, reimagined, and redeployed. HR is expected to position adaptability as a core skill and lead a cultural transformation that makes 'continuous learning' a business KPI.
Trend 3. HR Departments Become Designers of 'Human-AI Collaboration'
As AI is integrated into all business functions, HR departments are expected to take on the role of defining how humans and AI will collaborate. HR departments are expected to play a crucial role in clarifying and promoting talent strategies, from reviewing organizational structures to promoting AI utilization in the talent domain. Rather than simply hiring individuals with AI skills, the goal is to create an environment where all employees can 'work with AI' rather than 'avoid working with AI,' through company-wide upskilling, job redesign, and change management. Furthermore, HR departments are expected to lead cultural transformation to realize human-centered AI, emphasizing not only 'who has the skills' but also 'who has the mindset.' The key to competitiveness is not just finding AI talent, but whether it can be developed internally. Companies that empower HR departments to lead such transformations are believed to be able to maximize the potential of AI and achieve excellent employee experiences.
Genesys Chief Technology Officer Glenn Nethercutt
Trend 4
This announcement provides guidelines for companies to move beyond merely 'trying AI' to actually creating business value. It also examines how 'people,' 'technology,' and 'trust' will become the core of competitive advantage. Furthermore, based on the insights of Genesys executives, it provides a comprehensive overview of how companies should respond to CX trends accelerated by agentic AI.
Genesys Chief Information Officer Trevor Schulz
Trend 1. CIOs Transform Generative AI 'Failures' into Agentic AI Competitive Advantage
In the past year, with the rapid progress of generative AI demonstrations and verifications, many companies struggled to link AI utilization to financial results, with approximately 95% of pilot introductions reportedly not leading to revenue growth. However, these initial efforts were not in vain, providing CIOs with important insights into what kind of foundation is necessary for the next stage of AI maturity. Companies that can quickly leverage these learnings are seen as having an advantage in achieving substantial ROI.
In 2026, CIOs are expected to focus on four strategic areas: context engineering, reliable data foundations, agent orchestration, and AI governance. Designing systems that can provide appropriate information at the right time will be essential to unleash the potential of agentic AI. These changes are expected to enable AI to transition from the experimental stage to the execution phase, creating large-scale and measurable business value.
Genesys Chief People Officer Eva Majercik
Trend 2. The Core of Talent Retention Strategy Shifts from 'Hiring' to 'Upskilling'
The next frontier in talent strategy is 'reinvention,' not hiring. As AI changes job descriptions in real-time, the new competitive advantage for HR departments is not the speed at which they can hire external AI talent, but how quickly they can build AI literacy internally. In the future, learning is expected to change from an element of welfare to a prerequisite for creating results, with AI training being incorporated into all job types. The success or failure of AI initiatives in the talent domain will depend on how effectively teams can be re-educated, reimagined, and redeployed. HR is expected to position adaptability as a core skill and lead a cultural transformation that makes 'continuous learning' a business KPI.
Trend 3. HR Departments Become Designers of 'Human-AI Collaboration'
As AI is integrated into all business functions, HR departments are expected to take on the role of defining how humans and AI will collaborate. HR departments are expected to play a crucial role in clarifying and promoting talent strategies, from reviewing organizational structures to promoting AI utilization in the talent domain. Rather than simply hiring individuals with AI skills, the goal is to create an environment where all employees can 'work with AI' rather than 'avoid working with AI,' through company-wide upskilling, job redesign, and change management. Furthermore, HR departments are expected to lead cultural transformation to realize human-centered AI, emphasizing not only 'who has the skills' but also 'who has the mindset.' The key to competitiveness is not just finding AI talent, but whether it can be developed internally. Companies that empower HR departments to lead such transformations are believed to be able to maximize the potential of AI and achieve excellent employee experiences.
Genesys Chief Technology Officer Glenn Nethercutt
Trend 4