ServiceNow Invests $750 Million in Genesy, Boosts AI-Powered Experience Orchestration

ServiceNow has agreed to invest $750 million in Genesy, a leading AI-Powered Experience Orchestration company. The total investment secured by Genesy amounts to $1.5 billion, with Salesforce investing $75 million. The investment will be used to buy back shares from current equity holders and is expected to close by the end of Genesys's fiscal year 2026, pending regulatory approval. ServiceNow provides a cloud-based AI platform that helps businesses automate and digitize workflows across various departments.

Genesys, a leading AI-powered customer experience (CX) orchestration company, has announced a significant $1.5 billion investment from Salesforce and ServiceNow. This substantial funding will strengthen Genesys' position as a strategic CX platform while deepening its partnerships with both technology giants. The investment is expected to close by the end of Genesys' fiscal year 2026, pending regulatory approval [2].

Salesforce and ServiceNow each agreed to invest $750 million and $75 million, respectively, to support Genesys' mission of delivering end-to-end customer experience orchestration. The funds will be used to repurchase shares from existing equity holders, with Hellman & Friedman and Permira remaining as majority owners [2].

The investment underscores the growing importance of AI in customer interactions and reflects the momentum around agentic AI. Genesys' Chairman and CEO, Tony Bates, emphasized the long-term value that Genesys delivers to enterprises through its AI-powered CX solutions. "We’re proud to have the support of industry leaders like Salesforce and ServiceNow and believe this reflects growing momentum around agentic AI and the importance of connected, autonomous customer experiences," Bates stated [1].

ServiceNow's President and Chief Strategy Officer, David Schmaier, echoed this sentiment, noting that the investment will help deepen the partnership to deliver AI-assisted and agentic AI-powered customer experiences across various channels [1]. Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, added that the collaboration will enable businesses to deploy AI-based customer journeys that anticipate needs, personalize at scale, and deliver measurable outcomes [1].

Genesys' Cloud platform has seen accelerated growth, reaching nearly $2.1 billion in annual recurring revenue (ARR) during Q1 FY2026, representing over 35% year-over-year growth [2]. The platform offers agentic, conversational, generative, and predictive AI capabilities, helping organizations differentiate with smarter, more autonomous CX strategies [2].

The investment will also support Genesys' ongoing commitment to sustainability. The company aims to reduce its greenhouse gas emissions by 13% in 2024 and achieve carbon neutrality by 2050 [1]. Additionally, Genesys has facilitated 16 million conversations through its cloud platform, often working alongside charities and supporting communities in need [1].

In summary, the $1.5 billion investment from Salesforce and ServiceNow is a significant milestone for Genesys, positioning the company as a key player in the AI-powered CX market. The funds will be used to enhance platform capabilities, strengthen partnerships, and advance Genesys' sustainability goals.

References:
[1] https://technologymagazine.com/news/genesys-receives-us-1-5bn-investment-into-ai-power
[2] https://www.intelligentcio.com/north-america/2025/08/01/genesys-secures-1-5-billion-investment-from-salesforce-and-servicenow-to-boost-ai-powered-cx-orchestration/