Genesys Awards Season in Full Swing

With awards season in full swing, Genesys award winners have been announced, so a massive congratulations to the following:

Virgin Atlantic as Winner of CX Innovator Award

Airline honored for using AI to provide faster, more effective customer service, improve operational efficiency and elevate employee engagement.

“Our agents now feel like they’re providing great service to the right person at the right time and are able to take ownership of the relationships with customers to truly build a rapport with them,” said Louise Phillips, vice president of customer centers at Virgin Atlantic and Virgin Atlantic Holidays.

“This has raised employee morale which in turn allows them to provide better service and feel proud of their hard work.”

Read the full press release now

National Domestic Violence Hotline Recognized as CX Humanitarian at 2024 Genesys Customer Innovation Awards

The Hotline receives new award for using Genesys Cloud AI capabilities to transform support for domestic violence survivors.

“With help from Genesys Cloud AI, we are now able to ensure our advocates spend the majority of their time communicating with survivors who would benefit the most from personal conversations and are aided with the best information to help them,” said Marty Hand, chief technology officer at The Hotline.

“Providing valuable self-service options, while also making it easier to connect with advocates, puts control back into the hands of survivors — empowering them to make their own choices, which are often taken away by abusers.”

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Western Sydney University Named CX Achiever Winner at 2024 Genesys Customer Innovation Awards

Australia’s leading higher education institution is transforming student engagement with Genesys Cloud.

“The overwhelmingly positive feedback from our agents highlights the success of this transformation,” said Scott Snyder, chief information and digital officer at Western Sydney University.

“Staff are praising the Genesys Cloud platform’s reliability, functionality, and ability to deliver faster and clearer responses to students.”

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Kiwibank as Winner of CX Innovator Award

Largest New Zealand-owned bank recognized for digitizing and transforming the customer experience with Genesys Cloud AI.

“Our Ngā Kauwaka, or Kiwibank culture, includes me māia, rising to the challenge, and ngā kiritaki, having our customers at heart,” said Steve O’Shea, head of customer engagement hub – Northern at Kiwibank.

“The recent Genesys bot implementation really epitomizes both — rising to the challenge of ensuring our customers are at the heart of all our conversations.

By providing a consistent approach to our customer interactions, not only are we enabling our people, but our customers feel valued and confident their finances and personal information are safe and secure.”

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Bancolombia as Winner of CX Mover Award

Bancolombia honored for achieving a significant technological evolution in its commitment to innovation and excellence in customer service.

“By adopting Genesys Cloud, Bancolombia is able to advance our multichannel strategy and digital orchestration between online and offline interactions, a strategic priority that will greatly impact our organization’s continued success,” said Gabriel Gonzalez, VP distribution and customer interactions.

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Modivcare as Winner of EX Mobilizer Award

Tech-enabled, people-first healthcare company honored for modernizing and empowering teammates with Genesys Cloud Workforce Engagement Management for the 19th annual Customer Innovation Awards.

“As people age and Medicare spending rises, the NEMT industry needs to evolve by creating a digital-first strategy and high-quality, integrated services to be able to support more of our members,” said Heath Sampson, president and CEO, Modivcare.

“By focusing on innovation and modernizing our systems, our teammates can work more efficiently which allows them to concentrate their energy on providing our members with the human element in each high-touch engagement.”

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Zurich Switzerland Named CX Achiever Winner at 2024 Genesys Customer Innovation Awards

Moving to the Genesys Cloud platform has allowed Zurich Switzerland to reimagine how it engages with its customers and employees.

The organization has achieved significant business outcomes using the platform’s experience orchestration capabilities, including a significant increase in sales.

Read the full press release now

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About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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Author: Genesys