Small business owners navigating the rapidly evolving landscape of customer expectations may want to take note of a significant development in the AI customer experience (CX) space. Genesys, a leader in AI-powered experience orchestration, has secured a $1.5 billion investment from enterprise giants Salesforce and ServiceNow. This funding underscores a growing industry shift toward smarter, more autonomous CX systems—and it could shape the tools available to small and midsize businesses in the coming years.
Each company, Salesforce and ServiceNow, is contributing equally to the investment, which will be used to repurchase shares from existing equity holders. While that financial restructuring won’t directly impact small businesses, the strategic implications of these partnerships might.
Dispatches From The Front 