Archive · 3 Sep 2026
Genesys CEO Says Culture Drives Its Ongoing AI Transformation
Tony Bates leads a company called Genesys, which makes software for customer service.
When he arrived, Genesys mainly sold software that customers kept on their own computers.
He helped move the company to cloud software instead.
To make that change work, he encouraged employees to aim high, work together, and treat one another with empathy.
Later, Genesys began a second major change involving artificial intelligence.
Bates says the company’s earlier culture made this AI change easier.
Unlike a project that ends, AI requires the company to keep changing and learning.
He believes a strong culture can help Genesys stay successful as AI continues to develop.
Tony Bates says an earlier cultural transformation helped Genesys succeed with its AI transformation.
Bates first shifted Genesys from on-premise software to a cloud-based business after joining more than seven years ago.
He established three cultural values: “go big,” “fly in formation,” and “embrace empathy.”
Genesys’ cloud business now generates about $2.9 billion in annual revenue, compared with less than $100 million when Bates arrived.
Genesys’ AI revenue has surpassed $400 million on an annual run rate and is growing at twice the rate of its cloud business.
- Who
- Tony Bates, CEO of Genesys, and the Genesys workforce.
- What
- Genesys is undergoing an ongoing AI transformation after previously shifting its business from on-premise software to cloud services.
- When
- Bates began the first transformation more than seven years ago; the AI transformation is ongoing.
- Where
- At Genesys, a customer service software provider.
- Why
- Bates says the earlier cultural shift created the foundation and adaptive behaviors needed for the AI transformation.
- Company
- Genesys, a customer service software provider
- CEO
- Tony Bates
- Earlier transformation
- A shift from on-premise software to a cloud business
- Cloud revenue
- About $2.9 billion annually, up from less than $100 million when Bates arrived
- Cloud growth
- More than 30% annually
- AI revenue
- More than $400 million on an annual run rate
- AI growth
- Growing at double the rate of the cloud business
- Cultural values
- Go big; fly in formation; embrace empathy