Top 10 Genesys Updates and Features for CX Marketers in 2025

Genesys is continually evolving its platform to empower customer experience (CX) marketers with the tools they need to create personalized, efficient, and impactful customer experiences.  As of February 2025, Genesys has released various improvements and additions to improve marketers’ CX. The latest developments represent a substantial change toward a digital-first strategy, allowing organizations to engage clients smoothly across several media. These updates focus on leveraging advanced technologies like artificial intelligence (AI) and automation, enabling marketers to better understand customer needs, streamline interactions, and ultimately drive higher satisfaction and loyalty.

Genesys is committed to equipping CX marketers with advanced tools that leverage AI and automation, enabling them to better understand customer needs and streamline engagement processes. Moreover, they attempt to create consumer loyalty and happiness by providing empathic and individualized experiences. In an era marked by rapid digital transformation, the demand for personalized and efficient customer interactions has never been greater. The updates not only enhance operational efficiency but also empower marketers to create impactful strategies that resonate with customers on a deeper level. These innovations promise to transform how businesses interact with their customers, ensuring they remain at the forefront of the evolving digital marketplace.

Here are the top 10 updates and features from Genesys that are set to redefine the landscape of CX marketing in 2025:

1. AI-Powered Personalization: Genesys is heavily invested in AI to drive personalized experiences. Features like intelligent routing and predictive engagement enable marketers to send the right message to the right customer at the right time. This is further enhanced by generative AI, which allows for tailored content creation based on customer segments and real-time interactions, driving customer acquisition across marketing, sales, and service channels. According to recent announcements, Genesys provides solutions that automate online interactions across marketing, sales, and service channels, driving customer acquisition.

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2. Generative AI for Enhanced Content & Insights: While specific generative AI features from the provided context are geared more toward agent support, consider the future potential. The introduction of generative AI capabilities allows marketers to create personalized offers and messages on the fly during customer interactions. Imagine generative AI features to automatically tailor marketing messages based on customer segments or create personalized offers in real-time during a chat interaction. The building blocks for this are present in Genesys’ AI investments. This technology removes barriers to creating tailored content at scale, enabling brands to anticipate customer needs and deliver proactive engagement.

3. Predictive Engagement for Proactive Outreach: Genesys’ predictive engagement tools drive customer acquisition and help identify high-potential leads, allowing marketers to proactively engage with tailored content and offers. This capability enhances conversion rates by ensuring that outreach is timely and relevant. Moreover, predictive engagement tools identify high-potential leads and proactively engage them with tailored content and offers, improving conversion rates.

4. Expanded Language Support: Genesys is expanding its support for global enterprises by making CX Cloud available in 20 languages, including Spanish, Chinese, Japanese, German, and French. The addition of Thai, Hindi, Ukrainian, and Hebrew languages support highlights Genesys’ commitment to global reach. This means marketers can now create localized chatbot experiences for these languages, leading to improved engagement and customer satisfaction.

5. Enhanced Experience Measurement & Actionable Insights: Genesys now offers enhanced experience measurement with actionable insights and benchmarking, allowing marketers to understand the true impact of their campaigns and identify areas for improvement. This might include analyzing customer journey data to pinpoint drop-off points or identifying common pain points.

6. Sustainability as a Selling Point: As highlighted in the Sustainability Report, a growing number of customers are factoring sustainability into their purchase decisions. CX marketers can leverage Genesys’ carbon-neutral cloud platform and ESG initiatives as a selling point, appealing to environmentally conscious consumers. Highlighting how using Genesys aligns with sustainability goals can attract environmentally conscious customers.

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7. Focus on Accessibility: The partnership with Lighthouse Works demonstrates Genesys’ commitment to inclusivity. Marketers can use this as an example of how Genesys supports accessibility for both employees and customers, enhancing brand reputation and reaching a wider audience. By deploying EquiVista by Lighthouse Works, companies can ensure that B/VI individuals can use Genesys Cloud to seamlessly engage with customers.

8. Simplified Task Management: Streamline automated task management to help organizations fulfill customer promises. This ensures a smoother customer journey and reduces friction, leading to increased satisfaction and loyalty.

9. Cloud Transition Benefits: Transitioning from on-premises solutions to the Genesys Cloud environment offers more flexibility, scalability, and access to cutting-edge features that enhance customer experiences. This shift not only reduces carbon emissions but also provides greater flexibility, scalability, and access to cutting-edge features that enhance customer experiences.  The Home Office in the UK migrated 22 locations onto Genesys Cloud in less than three months, achieving a 15% reduction in call handle times and a 37% increase in agent satisfaction.

10. Community Engagement: Highlight Genesys’ commitment to social responsibility, such as the Charitable Offer, which offers nonprofits a discount on services. Marketers can leverage these initiatives to demonstrate their brand values and connect with customers on a deeper level.

Markets that Genesys Caters

Genesys primarily caters to the CX and contact center solutions market. This includes a diverse range of industries such as healthcare, financial services, retail, telecommunications, and more. Genesys offers both on-premises and cloud-based technologies that help businesses of all sizes improve their interactions with customers via chat, email, social media, and voice.

The company’s products are made to satisfy the demands of businesses seeking adaptable, scalable solutions that boost client loyalty and satisfaction. With an emphasis on providing omnichannel customer engagement, Genesys optimizes customer support operations by utilizing automation, AI, and sophisticated analytics. Genesys is positioned as a leader in the rapidly evolving field of CX technology because of this strategic approach.

What is AI-powered customer experience?

The term “AI-powered CX” describes how AI technologies are used in consumer interactions to improve efficiency, satisfaction, and customization. Making use of technologies such as machine learning, natural language processing, and predictive analytics, companies can analyze enormous amounts of consumer data to anticipate requirements and customize experiences.

Key components of AI-powered CX include:

• Chatbots and Virtual Assistants: These AI-driven systems provide real-time support by understanding customer queries and delivering instant responses, improving response times and overall satisfaction.
• Personalization: AI creates a more engaging experience by analyzing the interests and habits of each unique client to provide personalized recommendations and solutions.
• Predictive Analytics: AI can improve service quality by anticipating problems and proposing proactive remedies by spotting patterns in client behavior.

Overall, AI-powered CX increases customer engagement and loyalty by transforming traditional customer service into a more dynamic, responsive, and personalized interaction model.

Top FAQs Related to CX Management Platforms in 2025

1. What is a customer experience management (CXM) platform?

A CXM platform is a suite of digital tools for optimizing, personalizing, and managing customer interactions throughout the customer journey. It enables organizations to collect and analyze data, respond proactively, and adjust to client behavior in real time.

2. What are the key features of CXM platforms?

Key features typically include:

• Customer journey mapping
• Real-time analytics and dashboards
• Automation tools
• Ticket management systems
• Integration capabilities with existing tools.

3. How do CXM platforms enhance customer personalization?

CXM platforms utilize AI and data analytics to deliver hyper-personalized experiences by predicting individual customer preferences, offering tailored recommendations, and adjusting marketing messages based on real-time data.

4. What industries benefit most from CXM platforms?

CXM platforms are useful in a variety of industries, including retail, healthcare, banking, and communications. They assist firms in streamlining customer contacts and improving satisfaction in industries where the customer experience is crucial.

5. How can businesses measure the effectiveness of their CXM platform?

Net Promoter Score (NPS), customer satisfaction scores, and customer retention rates are all measures that businesses can use to measure their performance. Advanced CXM solutions offer customizable dashboards to track these variables in real time.

Conclusion

The latest updates and features from Genesys are set to significantly enhance the capabilities of CX marketers in 2025. Marketers can better connect with customers and drive meaningful interactions by harnessing AI-powered personalization, generative AI for real-time content creation, and predictive engagement tools. Moreover, by leveraging these updates and features, CX marketers can create more personalized, efficient, and impactful customer experiences, driving business growth and building brand loyalty. These updates underscore Genesys’ commitment to leveraging advanced technologies like AI and automation to empower CX marketers to deliver exceptional customer experiences that foster loyalty and satisfaction.

Advancements in AI-powered personalization, generative AI for content creation, and predictive engagement tools empower marketers to connect with customers meaningfully. Additionally, expanded language support and enhanced experience measurement provide the necessary insights to refine strategies continually. As Genesys continues to innovate, marketers must stay informed and adapt their strategies to fully take advantage of the platform’s capabilities. Embracing these updates will be essential for thriving in the evolving customer experience landscape and fostering brand loyalty and business growth.

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