The gap between what organisations believe they deliver and what customers and employees actually experience continues to widen. According to ServiceNow’s 2024 CX Trends in the GenAI Era report, while 69% of organisations think they’re offering differentiated experiences, only 22% of customers agree.
The experience–execution gap is often driven by fragmented systems, disconnected journey strategies, and underutilised capabilities. Exceptional experiences rely not on the quantity of platforms but on how well they work together.
The Problem Isn’t the Tools. It’s the Disconnect Between Them.
Even with significant investments in CX and EX platforms, many organisations still struggle with:
Siloed data and systems that create broken handovers and inconsistent experiences.
Complex, underutilised AI capabilities which makes it hard to scale across service teams.
Persisting manual processes that create delays, increase costs, and limit personalisation.
Fragmented agent workspaces that hinder productivity and limit ability to deliver personalised customer services.
Limited real-time visibility across interactions, workflows, and team performance.
When platforms are designed to work together, organisations reduce friction, improve resolution speed, and maximise the full potential of AI.
The Value of Platform Integration
As service expectations continue to rise, many CX and EX leaders are rethinking how work flows across teams and platforms. We have supported many organisations facing common challenges such as limited visibility across systems, delayed issue resolution, and inconsistent experiences for both customers and employees.
Integrating ServiceNow with Genesys Cloud, addresses these issues with a connected and scalable approach. This integration simplifies how employees access customer data, automates workflows, improve collaboration, and optimise operations.
Here is how it is delivering value to organisations:
One Unified Workspace
Agents manage all work, from calls to cases, within a single, AI-enhanced interface. This improves focus, speeds up handling time, and increases the quality of every interaction.
- No switching between platforms
- Voice, chat, and email integrated directly into ServiceNow
- AI assists at every step to recommend actions, surface data, or flag urgency
Smart Orchestration with AI-Driven Routing
Integrating Genesys Cloud’s intelligent routing and ServiceNow’s case and task orchestration creates a dynamic service model where the right work reaches the right resource at the right moment. This allows for greater operational agility by reducing latency, minimising manual handoffs, and enabling real-time responsiveness across channels.
- Break down channel-specific queues
- Route voice, digital, and back-office work through the same intelligent logic
- Expand staff utility across tasks, not just contact types
Workforce Engagement and Visibility
By aligning workforce planning, quality assurance, and real-time performance data with operational workflows, organisations can optimise resource allocation, elevate service consistency, and foster a culture of accountability and continuous improvement. This integration not only enhances employee enablement but also drives measurable gains in customer satisfaction and operational efficiency.
- Agents and leaders see schedules, workloads, and performance in real time
- Teams can forecast based on both interaction volume and task inflow
- Capacity is optimised without stretching resources
Connected Journeys Across Channels and Departments
Today’s customers expect seamless service regardless of the channel they interact with. Genesys enables omnichannel orchestration, while ServiceNow ensures that internal work and knowledge flow in sync.
- Start with a chatbot, switch to a voice call, follow up via email—all without repeating context
- Escalate seamlessly from frontline to back-office without a handoff black hole
- Integrate external CRM or data systems for full history visibility
Takeaway for CX and EX Leaders
ServiceNow and Genesys each offer powerful capabilities. But their combined value is leveraged when integrated intentionally. A connected architecture supports the shift from reactive to proactive service delivery.
Organisations like yours may already have the technology to improve CX and EX. What’s needed now is the expertise and clear strategy to bring these platforms together and drive meaningful outcomes.
As an award-winning ServiceNow Premier partner, two-time Genesys Partner of the Year, and Genesys AI Partner of the Year, Nexon offers unparalleled expertise, knowledge, and end-to-end capabilities in delivering contact centre and enterprise service management solutions.
With deep expertise across ServiceNow and Genesys Cloud, and experience delivering complex implementations at scale, Nexon brings a proven approach to integration. Our teams work closely with clients to navigate challenges, drawing on practical insights and a strong track record of customer satisfaction to help unlock meaningful outcomes.
Let’s explore how a unified support experience can work for your organisation.
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