Genesys

Hexaware and Factory Partner on Agent-Native Development

Hexaware Technologies has partnered with Factory to bring agent-native software development to enterprise clients across professional services, banking and financial services, and other sectors. The agreement integrates Factory’s Droid platform into Hexaware’s global delivery ecosystem; Hexaware has piloted the platform internally as “Customer Zero.” Hexaware will train and enable delivery teams to deploy and manage Factory Droids in client environments, covering SDLC integrations (GitHub, Jira, Azure DevOps), domain-specific configuration for regulated industries, compliance-aware code generation, and measurement of engineering velocity, quality, and cost efficiency. Company executives report significant productivity gains from the pilot and plan joint go-to-market offerings and squads for early deployments and scale-up.

2026 State of Customer Experience Report: Global Insights for CX in the Agentic Era

Customer expectations are rising again. But this year, the force reshaping those expectations is impossible to ignore: artificial...

Majority Prefer Avoiding Customer Service, Genesys Study Finds

Genesys released the fifth edition of its "State of Customer Experience" report, reporting high consumer dissatisfaction with customer service and rising expectations for AI-enabled experiences. The survey of 5,811 consumers and 1,560 CX/business leaders (conducted March–April 2026 across more than 20 countries) found that more than half of consumers would rather do anything else than contact customer service and 85% said poor service caused them to spend less or stop doing business with a brand. Most consumers expect AI to improve quality, speed (76%) and personalization (75%), and place equal value on efficiency and empathy. Organizations face operational challenges—aging infrastructure and data/connectivity gaps—that limit CX continuity (95% expect cross-channel memory; 48% of organizations don’t pass info between virtual and human agents). The report highlights broad adoption expectations for "agentic AI," with 82% of CX leaders expecting autonomous AI agents to orchestrate experiences within three years and 40% already using agentic AI.