To stay abreast of the latest global customer experience (CX) trends and bring the most forward-looking technologies and insights to Huahou's clients, the Huahou team recently accepted an official invitation from Genesys. General Manager Kevin Hung, Software Department Director Benson Lin, and Account Manager Tang Yu traveled to Sydney, Australia, to attend Genesys Xperience 2025, the premier annual customer experience event in the Asia-Pacific region. Bringing together business leaders, industry experts, and customer representatives from across APAC, the two-day event from November 19 to 20 featured intensive keynote speeches, interactive workshops, and practical case studies to comprehensively explore how Agentic AI is reshaping the future of customer experience (CX) and employee experience (EX).
Global scale continues to expand, with APAC growth momentum remaining strong
As an industry leader, Genesys demonstrated its impressive market momentum and technical prowess at the conference. The keynote opening immediately revealed Genesys' latest global performance results, highlighting its leading position in cloud customer service and AI applications:
2 Million Users ~15% APAC
The Genesys Cloud platform has accumulated more than 2 million active users, with users in the Asia-Pacific (APAC) region accounting for approximately 15% of that total, demonstrating its widespread adoption in the global market.
Growth ~ 30% YoY
The number of users on the Genesys Cloud platform is growing at a rate of nearly 30% per year, reflecting the urgent need among global enterprises for exceptional cloud-based CX solutions.
AI Adoption ~ 65%
This conference focuses on the in-depth application of AI technology. As many as 65% of our customers are already using at least one AI feature—from intelligent customer service and speech recognition to predictive analytics—and AI is permeating every aspect of customer service.
Ecosystem > 750 Certified Professionals
The powerful AI application trends of the Genesys Cloud platform are built on a solid ecosystem—over 750 certified Genesys professional consultants and engineers worldwide have been accumulated to jointly safeguard customer success.
These data not only reflect the platform's rapid growth, but also show that AI has officially moved from "proof of concept" to a key core of daily enterprise operations.
(Figure 3: At this event, Genesys shared its latest global results with attendees, highlighting its leadership in cloud customer service and AI applications.)
(Figure 4: The Genesys Xperience 2025 exhibition site displays the brand slogan "AI-powered CX," symbolizing the empowerment of customer experiences through AI technology to create smarter, more personalized interactions.)
In-Depth Interactive Workshop: AI Doesn't Just Enhance CX, It Also Amplifies Employee Value
During the interactive workshops on November 19, the Walnut team observed and participated in several practical exercises, including:
AI Guides Implementation with Agentic AI
Live demonstration of how to use structured AI Guides to rapidly design and optimize AI Agents, reducing process complexity and facilitating cross-functional collaboration between technical and non-technical teams.
Enhance employee experience with Genesys Copilots
Demonstrate how Agent Copilot and Supervisor Copilot provide real-time suggestions, task automation, and ad-hoc assistance without compromising service quality, effectively boosting agent productivity and reducing turnover rates.
CX Practical applications in the healthcare and government industries
Genesys does not merely focus on providing systems for a single industry; through its CX and AI capabilities, it also helps healthcare and government institutions improve patient/citizen touchpoints, process efficiency, and return on investment (ROI), while establishing quantifiable performance models.
Through a series of interactive workshops, it is consistently demonstrated that the role of AI is no longer just to "replace human labor," but rather to empower employees to become the core of more valuable decision-making and services.
The key shift from AI tools to experience orchestration
On November 20, the main conference forum kicked off with a welcome address by Albert Nel, Senior Vice President of Genesys Asia Pacific. Furthermore, Peter Graf, Senior Vice President of Strategy at Genesys, clearly pointed out that the key to the next stage of CX competition is no longer just isolated automation, but AI-driven Experience Orchestration.
Through Agentic AI, the Genesys Cloud platform can autonomously reason and coordinate different AI agents, processes, and personnel roles based on real-time context, enabling customer journeys and internal operations to achieve the goals of being instantaneous, controllable, and scalable at the same time.
Stand on the front lines and transform global trends into local value
Through this invitation to attend Genesys Xperience 2025 in person, the Wah How team was able to stand on the front lines of the Asia-Pacific region, engaging in deep exchanges directly with the vendor's strategy team and industry practitioners, and grasping the latest directions in Agentic AI, experience orchestration, and industry applications.
In the future, Huahou will continue to translate these globally proven success stories into solutions that better fit the needs of enterprise clients in Taiwan, helping them steadily drive digital transformation and create measurable value in the AI era.
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