Deloitte Digital Announces Strategic Alliance With Genesys to Help Organizations Elevate Customer Experience

NEW YORK, Feb. 25, 2025 — Deloitte Digital and Genesys^®, a global cloud leader in AI-Powered Experience Orchestration, today announced a strategic alliance to enhance clients’ ability to scale loyalty-building customer experiences (CX) and accelerate value from the technology investments. Through this collaboration, Deloitte Digital and Genesys are working together to help organizations turn customer experience into a business differentiator through connected, personalized interactions across the enterprise and multiple engagement channels, including voice, email, chat, social media and more.

Deloitte Digital and Genesys aim to help clients address unmet needs within the contact center and beyond, such as long wait times for service, poor communication about status, and complexity around navigating organizational processes and siloes. By focusing on personalization, journey management, omnichannel integration and continuous optimization businesses can build strong, lasting relationships with their customers and stand out in a competitive market.

“Customer experience remains a boardroom priority because it provides a distinctive advantage for the businesses that understand its importance and do it right,” said Dounia Senawi, chief commercial officer, Deloitte Consulting LLP. “Our collaboration with Genesys blends the power of technology and experience to help ensure each customer interaction is seamless, which is important for establishing trust, fostering loyalty and driving long-term success.”

Through the scalability, flexibility and extensibility of the Genesys Cloud® platform offering integrations with various enterprise systems, Genesys empowers organizations to scale end-to-end personalized customer experiences by coordinating technology, interactions and touchpoints. By combining Deloitte’s experience in helping clients apply innovative solutions, advanced technology and deep data insights to elevate experiences with the AI-powered orchestration capabilities of Genesys, the collaboration aims to help organizations propel their digital transformation and drive ROI faster.

“Every brand is in the experience business whether they recognize it or not,” said Larry Shurtz, chief sales officer, Genesys. “By combining our collective insights and track record in enabling organizations to optimize their customer experience for tangible business impact, Genesys and Deloitte Digital bring clients a trusted collaboration that can improve speed to value. We believe our work together will go a long way in helping organizations harness the transformative power of cloud and AI orchestration capabilities to deliver differentiated experiences at scale.”

Deloitte Digital was awarded the 2024 Genesys Global Influence Partner of the Year, underscoring its leadership in emerging solutions and differentiators in the market. The organizations are currently working on several programs together, including innovative initiatives at the intersection of CX Cloud, GenAI solutions and cloud migration/optimization.

About Genesys

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

© 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

About Deloitte
Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world’s most admired brands, including nearly 90% of the Fortune 500® and more than 8,500 U.S.-based private companies. At Deloitte, we strive to live our purpose of making an impact that matters by creating trust and confidence in a more equitable society. We leverage our unique blend of business acumen, command of technology, and strategic technology alliances to advise our clients across industries as they build their future. Deloitte is proud to be part of the largest global professional services network serving our clients in the markets that are most important to them. Bringing more than 175 years of service, our network of member firms spans more than 150 countries and territories. Learn how Deloitte’s approximately 460,000 people worldwide connect for impact at www.deloitte.com.

Media Contacts

Marielle Sedin
marielle.sedin@genesys.com

Will Chukerman
Public Relations
Deloitte Consulting LLP
+1 872 372 9484
wchukerman@deloitte.com

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