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Recognising and celebrating CX and EX excellence

Throughout the years, organisations of all sizes have taken the future into their hands and powered the world’s best customer experience (CX) and employee experience (EX). For this, you deserve the spotlight. That’s why, for the past 18 years, the Genesys Customer Innovation Awards has recognised you for shaping the industry and giving your customers and employees the experiences they deserve.

This year, eight winners will be named across four key categories designed to recognise transformation, excellence, innovation and impact. Committed to celebrating the best of the best, the awards are open to companies of all sizes, in all markets.

Please be sure to provide relevant metrics to illustrate your CX and EX success. Insights, testimonials, anecdotal stories and related achievements (e.g. customer experience awards) will strengthen your nomination.

We will begin accepting nominations in November 2023. Stay tuned for more details!

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Winners and finalists

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Eligibility and Criteria

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Terms and conditions

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FAQ

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Award categories

This year’s award categories cover a wide range of customer experience achievements.

iconCX AchieverMost innovative CX and EX strategy

Most organisations know that happier employees lead to happier customers. The CX Achiever recognises organisations that are not only focused on customer experience (CX), but also employee experience (EX). Has Genesys technology helped you reimagine and orchestrate CX journeys while giving employees the ability to deliver smarter outcomes with less effort? Have you empowered customers to self-serve through digital channels and empowered employees with modern experiences? Tell us about how you’re cultivating both CX and EX within your organisation to enable amazing experiences.

iconCX InnovatorMost successful use of innovation and customization

CX Innovator is for those pushing the limits to deliver a consistent and unified experience while engaging customers across the channels of their choice. Perhaps you’ve accelerated time to value with AI capabilities, automated smarter or adapted faster to meet business demands. Or maybe you’ve leveraged APIs, developer tools, Genesys AppFoundry® Marketplace or your own ecosystem to create custom or differentiated CX capabilities that optimise customer and employee experiences. Share how you’re using Genesys technology, partner technology or your own innovation to orchestrate the customer journey to achieve incredible results; be sure to include metrics.

Tell us how you’ve invested in capabilities built to be turnkey, smart, easy to adopt and designed to support customer-centric insights and journeys.

Two CX Innovator Award winners will be chosen according to organisation size:

  • Small and Mid-Size (under 1,500 agents)
  • Enterprise (over 1,500 agents)

iconCX MoverBest cloud implementation

If you were once invested in a legacy, hardware-based contact centre platform solution or have transitioned from another cloud environment to the Genesys Cloud™ platform within the last 24 months, tell us how this change transformed your customer experience. This includes moving from a Genesys solution or competing provider. Please include the name of the previous platform used and the benefits you achieved through the migration.

Four CX Mover Award winners will be chosen according to implementation:

  • Genesys implementation — Worked with the Genesys Professional Services team
  • Partner implementation — Worked with a Genesys partner (you and the partner receive an award)
  • Self implementation — Implemented a Genesys solution on your own

iconEX MobilizerBest example of optimizing and improving team engagement

This award is for teams within the contact centre that have modernised how they manage and empower their employees with Genesys Workforce Engagement Management. You might have automated all or augmented parts of your quality and compliance processes through speech and text analytics, or improved employee engagement through coaching, gamification or employee development. Or perhaps you’ve enabled better scheduling of your employees through workforce management and provided employees with on-the-go access and flexibility with the adoption of the Tempo mobile app. Tell us how you’ve improved your team processes and engagement with Genesys Workforce Engagement Management technology to become more effective, efficient and empathetic in your customer and employee experiences.

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Rewards for winners

Winning organisations will be recognised globally for customer innovation, which includes:

Global recognition

Winners will be recognised at Xperience 23 in front of industry leaders, peers and analysts. A press release and social media posts announcing the winners will be promoted.

In addition, winners are awarded:

  • One full-paid trip to Xperience 23 — including a round-trip flight to Denver, CO, event access and a two-night hotel stay
  • On-stage award presentation of personalised trophy and certificate
  • Digital promotion package with press release, social posts and personalised branded graphics
  • Networking events with global customer experience leaders and innovators
  • VIP gifts and experiences including main stage photographs
  • Reserved seating at main stage presentations
  • Customer Innovation Award winner designation on conference badge
  • Primary consideration as a Xperience 23 speaker
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Questions

Have a question? Please refer to the FAQ or read through the Eligibility and Criteria details. If your question is not included, please email awards@genesys.com.