The past few years have challenged us all. And many organisations rose to workplace challenges by prioritising innovation in the contact centre — accelerating their plans to adopt digital and cloud technologies. This year’s Genesys Customer Innovation Awards nominations prove this — with many nominees citing the COVID-19 pandemic as an impetus for a move to a cloud contact centre and digital transformation.

In addition to implementing cloud and digital technologies like artificial intelligence (AI)-based bots, many companies have taken strides to enhance both the customer experience (CX) and employee engagement. Increasingly, Genesys customers are embracing the importance of empathy in customer experience – training their contact centre staff to be more empathetic to customers. Many also understand the importance of prioritising employee experience (EX) and satisfaction — with several nominees offering flexible work arrangements and leveraging workforce engagement management capabilities and other tools to streamline contact centre efficiency.

After weeks of review and analysis, we’ve determined the finalists of the 17th annual Genesys Customer Innovation Awards. We’re so proud of the enduring success our customers and partners have achieved — and their commitment to delivering exceptional CX and EX.

A Look at the 2022 Customer Innovation Awards Finalists
CX Creator – Most innovative use of capabilities across product, marketplace, ecosystem and custom development

The CX Creator category recognises organisations that are using a combination of Genesys APIs, developer tools, the Genesys AppFoundry® Marketplace and their own ecosystems to create custom CX capabilities that enhance customer or employee experiences.

  • Deakin University
  • Humana
  • UnitedHealth Group
CX Empathy – Best use of empathy in customer experience

This category recognises organisations that continually demonstrate empathy toward their customers, leveraging Genesys technology to make every interaction count — and bring Experience as a Service® to life.

  • Blibli
  • National Domestic Violence Hotline
  • Sage France
  • The University of Texas at Rio Grande Valley
CX Innovator – Most successful innovation

A CX Innovator pushes the limits to deliver a consistent and unified experience while engaging customers across the channels of their choice.

  • AARP
  • HELPLINE
  • Vodafone Australia / TPG Telecom
CX Mover – Best cloud implementation

This category recognises customers once invested in a legacy, hardware-based contact centre platform solution or those that have transitioned from another cloud environment to a Genesys cloud-based solution within the last 24 months. Four CX Mover Award winners will be chosen according to implementation (three customers and a partner will be awarded).

Genesys Professional Services implementation

  • Alight Solutions
  • Dolfi1920
  • Hy Cite Enterprises

Partner implementation (customer and partner)

  • Cathay Pacific Airways Limited and Accenture
  • Edenred Brazil and Alctel
  • First Group Management and Pivotal Data
  • HUMM and Datacom

Self implementation

  • Independent Health
  • Rabobank
  • Spark NZ
CX Team Mobiliser – Best team productivity success story

This award is for teams that have modernised how they manage and empower their employees with Genesys Workforce Engagement Management.

  • ESSSuper
  • O2E Brands
2022 Customer Innovation Awards Honorable Mentions

We applaud the following organisations for their CX achievements:

  • AFFIN Bank Berhad/li>
  • Alcohol and Drug Contact Centre
  • ARCO – Saudi
  • Conneqt Business Solutions Ltd.
  • Esenttia SA
  • BBVA
  • Bradesco Seguros
  • Credit Agricole Bank Polska S.A.
  • Eric Insurance
  • Henkel
  • Intermountain Healthcare
  • Intervalor
  • Mercury
  • Newcastle Permanent Building Society
  • NTT BPO Division
  • Quicken, Inc.
  • Services Australia
  • Siemens Healthineers
  • Simply Energy
  • Sun International
  • Sysmex Corporation
  • The Indian Hotels Company Limited
  • The University of Texas at Arlington
  • Uplift Inc.
  • Voya Financial

Congratulations to this year’s finalists — and thank you to all companies that submitted and shared their inspiring success stories. Next month, a panel of judges, comprised of industry influencers, previous customer winners and Genesys executives, will judge the CIA finalists. We’ll announce winners the week of September 12, 2022.

For questions, email us at awards@genesys.com.