In today’s competitive business climate, what sets organisations apart is not only the customer experience (CX) they provide, but also the employee experience (EX) they create for their agents. To retain employees in a competitive job market — where 96% of CX organisations say recruiting is a top challenge — CX leaders must be sure their agents are well-trained and well-equipped. And they need to combine resources — people and technology — to seamlessly orchestrate every step of every experience. Doing so creates better customer and employee experiences.

We’re rolling out the red carpet this year at Xperience 2023 in Denver, Colorado, to recognise and celebrate Genesys customers who’ve achieved greatness in orchestrating the experiences that create value for their customers and employees. And, because we’ll be back in-person for Xperience, winners will receive a free trip to the event — where they will be honored in front of industry leaders, peers and analysts.

Customer Innovation Awards Categories for 2023

Submit a nomination today to share how your organisation has improved CX and/or EX this past year. With a focus on transformation, excellence, innovation and impact, the 2023 Customer Innovation Awards categories include:

  • CX Achiever — Most innovative CX and EX strategy
    This category recognises the organisation that’s taking a modern approach to experience orchestration through both CX and EX.
  • CX Innovator — Most successful use of innovation and customisation
    The CX Innovator will be awarded to two customers, based on size (small/mid-sized and enterprise) who are pushing the limits of innovation.
  • CX Mover — Best cloud implementation
    This category will have four winners based on implementation (Genesys Professional Services implementation, partner implementation with both partner and customer winners, and self-implementation).
  • EX Mobilizer — Best example of optimising and improving team engagement
    The EX Mobilizer category is dedicated to the customer who’s made the success of its team and workforce engagement management the heart of its transformation.

From these four categories, we’ll award eight winners. To learn more about this year’s categories and what makes a strong nomination, check out our judging criteria.

A Look at 2022 Genesys Customer Innovation Awards Winners

To give you a little inspiration when crafting your nomination, here’s a glimpse into what some of our 2022 winners achieved.

  • Dutch cooperative bank, Rabobank, moved 15,000 employees across 80 departments to the cloud in less than nine months while saving over $2.2 million annually in hardware and IT staff costs.
  • Hong Kong’s home airline Cathay Pacific migrated to the Genesys Cloudä platform and consolidated more than 10 channels to see an 89% increase in agent productivity, 37% decrease in cost per contact and 80% rise in digital channel adoption.
  • IT company HELPLINE used Genesys Cloud as a digital accelerator — introducing voicebots and chatbots to its contact centre. With 100% of interactions initially handled by a bot, the company now has a FCR rate of over 80%, improved customer satisfaction and has maintained a 97% client retention rate.
  • Retailer Blibli makes every interaction count by empowering its agents to deliver empathetic experiences to its customers. Through the company’s “AHA Moments” program, agents can deliver personalised gifts to shoppers, along with handwritten cards to celebrate special occasions or to simply brighten their day. Blibli was able to improve service levels and CSAT scores.

Enter the 2023 Genesys Customer Innovation Awards Today

You’ve done the work — it’s time to get credit. Take a few minutes to tell us how your organisation has gone above and beyond to give your customers and employees the experiences they deserve. Submit your nominations by April 14, 2023.