At GITEX 2025, Alexandros Gkindis, Regional Director MENA, Genesys, discussed how the company continues to redefine customer experience (CX) through its advanced Agentic AI framework and experience orchestration strategy. Genesys’ latest evolution centers on its Levels of Experience Orchestration, a five-stage maturity model guiding enterprises from traditional customer service to fully autonomous, AI-driven experiences.
Gkindis explained that most organizations today operate between levels one and two, but with the rise of Agentic AI—semi-autonomous agents that collaborate with human oversight—enterprises are accelerating toward higher levels of orchestration. Genesys’ open API architecture allows seamless integration across platforms, bridging legacy systems and modern AI technologies.
The company’s upcoming A2A (Agent-to-Agent) and MCP (Multi-Channel Platform) models aim to enable AI systems and bots from different vendors to communicate, paving the way for true enterprise-wide orchestration.
Highlighting regional innovation, Gkindis confirmed the introduction of Arabic language support, a major milestone for the Middle East, ensuring that local enterprises can deliver contextually intelligent, language-native customer interactions. While AI promises greater autonomy, he emphasized that the future of CX will balance automation with human empathy—adapting to generational expectations and cultural nuances.
Genesys’ roadmap includes the launch of Agentic 2.0, expanding integration capabilities and advancing toward Level 5 full autonomy, where AI-driven orchestration delivers proactive, intelligent customer engagement at scale.
