Announcing the 2020 Genesys Customer Innovation Awards Finalists

Great companies go out of their way to humanize and personalize experiences for their customers and employees in every way they can. Whether that means equipping their teams to work remotely during a natural disaster or global pandemic like COVID-19; giving employees a simpler, more efficient way to work while improving their job satisfaction; or lowering costs while meeting changing customer needs by moving their customer experience platform to the cloud.

Genesys customers top this list — making a difference each day, not just in customer experience and innovation, but also in humanity. That’s why we celebrate those who tirelessly strive for customer experience excellence to make the world a little better day by day. Especially during these times, it’s more important than ever to recognize the good that’s happening around us.

The 15th Annual Genesys Customer Innovation Awards

The Genesys Customer Innovation Awards shine a light on the incredible work our customers achieve in customer experience excellence, transformation, innovation and impact. This is our 15th year recognizing and celebrating the best of the best in customer experience — and we want to thank all that submitted nominations and shared stories. This year, it was particularly difficult to narrow down our finalists as we had more nominations than any other year. Genesys is proud to announce our 2020 Customer Innovation Awards finalists.

Genesys 2020 Customer Innovation Awards Finalists

CX Accelerator: Best implementation — Time to achieve value

  • 86 400
  • Aioi Nissay Dowa Insurance Company Australia PTY LTD (ADICA)
  • Northern Beaches Council
  • Temple University


  • Dubai Health Authority
  • Scenic Group
  • Vanti SA ESP


  • Koch Global Services
  • TechStyle Fashion Group
  • Vodafone Hutchison Australia

CX Empathy:
 Best story of demonstrating empathy in customer experience

  • Alcon
  • Homecare Medical
  • NSW Department of Communities and Justice
  • Service NSW

CX Innovator:
 Best innovation success story

  • TechStyle Fashion Group
  • Vodafone GmbH

CX Mover:
Best success story of moving to the cloud

  • Aioi Nissay Dowa Insurance Company Australia PTY LTD (ADICA)
  • Beyond Bank
  • Fonterra
  • NSW Department of Communities and Justice

CX Sales and Marketing Performer:
 Best sales and marketing success story

  • Affin Bank Berhad
  • iSelect

CX Team Mobilizer:
 Best team productivity success story

  • Deakin University
  • Ethiopian Airlines
  • Fonterra
  • Microsoft

Good luck to all our finalists. We’ll announce our winners leading up to Xperience 2020 in November. Join us in Orlando, where we’ll honor our Customer Innovation Award winners and finalists.