Customer experience (CX) is no longer the only competitive differentiator for businesses. Today, the employee experience (EX) is just as important. And organizations that seamlessly blend CX and EX through people, processes and technology are exceeding expectations. Their insight to uplift both customers and employees fuels retention, loyalty and business value.

As CX and EX reach new heights of interconnection, we are thrilled to celebrate those leading the charge with the 2024 Genesys Customer Innovation Awards. Now in its 19th year, the Customer Innovation Awards recognize organizations of all sizes for propelling experiences.

CX and EX Transformation and Innovation in 2024

With a concentration on transformation, excellence, innovation and impact, the 2024 Customer Innovation Awards celebrate organizations across a range of achievements. And here’s your chance to show how you’ve shaped the industry this past year.

Nominations are now open for this year’s awards. Here’s a look at the 2024 Genesys Customer Innovation Awards categories:

CX Achiever — Orchestrating an innovative CX and EX strategy
This category recognizes the organization that’s taking a modern approach to experience orchestration by focusing on both CX and EX.

CX Humanitarian — Best example of serving humanity through Genesys solutions
New this year, the CX Humanitarian award will be given to the organization that’s leveraging Genesys technology for the greater good — to make the world a better place.

CX Innovator — Best use of Genesys AI
The CX Innovator will be awarded to two customers, based on size (small- and mid-sized as well as enterprise), that are pushing the limits to deliver smarter and more cohesive customer and employee experiences with Genesys AI.

CX Mover — Best cloud implementation
This category is geared toward organizations that have undergone successful, well-executed cloud implementations. Three winners will be awarded based on implementation type (Genesys Professional Services implementation or self-implementation, and partner implementation with both partner and customer winners).

EX Mobilizer — Best example of optimizing and improving workforce or employee engagement
The EX Mobilizer category is dedicated to the team that has modernized how it manages and empowers employees with Genesys Workforce Engagement Management.

From these five categories, eight winners will receive with a free trip to Xperience 2024 in Denver, CO, where they’ll be honored in front of industry leaders, peers and influencers.

To learn more about this year’s categories and what makes a strong nomination, check out our judging criteria.

A Look Back: 2023 Customer Innovation Awards Winners

Genesys customers and partners made huge strides in customer and employee experience in 2023 — improving agent productivity and satisfaction, successfully deploying bots in the contact center, and much more. Here’s a look at what a few 2023 award winners achieved.

After implementing the Genesys Cloud™ platform and Workforce Engagement Management, AdaptHealth experienced a 60% improvement in agent productivity, 19% increase in service levels, 84% reduction in abandonment rates — and saw average agent quality scores hit 95%.

Global technology solutions company Unisys successfully eliminated seven legacy platforms and migrated approximately 100 client organizations across 12 global locations in just five months. It can now offer its customers more service channels while saving more than $2 million.

Somerset Council, a UK-based government organization, implemented AI-powered Genesys voicebots to quickly route residents to their desired solutions. Now, multiple locations operate as a single contact center, resulting in 90% of calls being routed correctly because of bot identification, a 50% decrease in abandoned calls, seamlessly orchestrated experiences and lower technology costs.

Submit Your Genesys Customer Innovation Awards Nomination Today

Your organization has exceeded expectations for your customers and employees — delivering the experiences they deserve. And we want to hear all about it. Submit your nominations by March 8, 2024.

Five trendsetters in CX innovation

See how five innovative companies — of diverse sizes and industries — have harnessed the power of modern cloud solutions to overcome traditional CX challenges and set new benchmarks in both customer and employee experience.

Read the ebook