Why Salesforce & ServiceNow Have Invested $1.5bn in Genesys

If you’re invested in the tech world, it’s hard not to take notice when two of Silicon Valley's heavyweights write cheques worth US$1.5bn.

This week, Salesforce and ServiceNow have joined up to back Genesys, a customer experience and cloud-based software provider based out of the US.

For a while now, Genesys has been helping businesses to change the way they interact with customers, using AI to save time and craft communications more effectively.

With this new financial backing from Salesforce and ServiceNow, it seems as though Genesys is well and truly on the up.

While Genesys already enjoyed working relationships with both investors, this partnership will help to deepen those connections, creating an impressive triumvirate geared around a new era of CX.

"Genesys is delivering long-term value to enterprises through end-to-end customer experience orchestration that can drive loyalty, grow revenue and reduce operating costs," explains Tony Bates, Chairman and CEO of Genesys.

"We're proud to have the support of industry leaders like Salesforce and ServiceNow, and we believe this reflects growing momentum around agentic AI and the importance of connected, autonomous customer experiences."

How the money will reshape customer experiences

With this cash injection, Genesys plans to increase its investments in AI and use the technology for two particular ends.

The first will be its CX Cloud initiative, which is a fusion of the technologies of both Genesys and Salesforce designed to help data flow more seamlessly.

With CX Cloud, the idea is for AI agents to work together and for communication channels to converge, helping to make customer journeys smoother.

Then there is Genesys’s Unified Experience initiative with ServiceNow, which will look into how organisations handle customer interactions across departments. 

"This investment deepens our partnership with Genesys to deliver AI-assisted and agentic AI-powered customer experiences across every channel, from voice to digital," says David Schmaier, President and Chief Strategy Officer at Salesforce.

"As leaders in our respective markets, we're excited to further integrate our products and help redefine what's possible in this new AI era, supporting our joint customers as they transform their contact centres and customer experiences."

ServiceNow's vision aligns with this project too.

"Our investment in Genesys accelerates our vision for the agentic enterprise, where the ServiceNow AI Platform intelligently orchestrates end-to-end customer experiences," explains Amit Zavery, President, Chief Product Officer and Chief Operating Officer at ServiceNow.

"Together, ServiceNow and Genesys are enabling businesses to deploy AI-based customer journeys that anticipate needs, personalise at scale and deliver measurable outcomes."

Driving sustainable growth

Environmental responsibility is playing a big role in Genesys’s work right now.

In 2024, the firm reduced its greenhouse gas emissions by 13% with the aim of  achieving carbon neutrality by 2050.

Beyond the numbers, Genesys has facilitated 16 million conversations through its cloud platform, often working alongside charities and supporting communities in need, which it sees as part of its social sustainability strategy.

A lot of the company's carbon reduction strategy centres on expanding customer access to energy-efficient cloud services, primarily through AWS, complemented by strategic carbon credit investments to address remaining emissions.

For 2025, Genesys has introduced comprehensive Sustainability Ethics Guidelines, ensuring AI development and deployment follows responsible principles. This framework balances innovation with accountability—a crucial consideration as AI becomes increasingly prevalent in customer interactions.

Bridgette Bell McAdoo, Chief Sustainability Officer at Genesys, takes a lot of pride in the way her company is growing.

"For sustainability leaders, it's a reminder that efficient, anticipatory systems are key to scaling responsibly.

"I'm proud to be part of an organisation that is proving what's good for customers and employees can also be good for the business and our planet."