How Genesys engaged its customer community through gamification and behavioral data

When Genesys set out to launch the Orchestrators Program, our goal wasn’t just to deliver everything you need to succeed in one place, it was to transform our customer culture. In this session, Clay Tison shares how Genesys uses AI orchestration, next best actions, hyper-personalization, and gamified engagement to turn complex technology adoption into an energizing, measurable community journey.

The Orchestration Tiers initiative became a cornerstone of this transformation—a gamified framework that motivates customers to learn, grow, connect, and amplify their Genesys mastery through clear milestones and rewards spanning advocacy, community, education, resources, and general topics. Backed by Pendo insights, the Genesys team identified friction points, shaped behavioral nudges, and created a hyper-personalized experience that empowers customers, employees, partners, prospects, and advocates while reinforcing our Genesys values.

Attendees will learn how Genesys:

• Scaled AI orchestration across products and customer journeys.
• Designed a gamified tier system that is reshaping our customer culture.
• Drove measurable business outcomes, including faster AI adoption, higher customer satisfaction, and deeper product engagement.