For 20 years, the Genesys Customer Innovation Awards has celebrated organizations that dare to reimagine what’s possible — and that continually innovate to level up their customer experience (CX) and employee experience (EX). These uncompromising industry pioneers have transformed CX and EX by orchestrating ever-better, more personalized and streamlined experiences while realizing exceptional business outcomes.
This prestigious honor is reserved for the best of the best. If you’ve leveraged next-generation solutions to exceed expectations and dramatically improve CX and EX, this is your moment to shine.
We’ll name 11 winners across seven categories highlighting impressive transformation, excellence, innovation and impact.
The awards are open to forward-thinking Genesys customers of all sizes and markets.
Winners will enjoy a trip to Xperience 2025, industry-wide recognition and the opportunity to have their success stories broadly amplified, including an in-depth case study, public relations outreach and social sharing.
This is your chance to showcase your CX leadership on a global stage — gaining recognition for how you’re shaping the future of experience orchestration and making the extraordinary achievable.
Seize the spotlight and inspire others to redefine what’s possible!
Nominees must:
There will be 11 winners total from seven categories. Each category has associated criteria for judging. Full requirements are in the nomination form, which will include a list of questions to answer for each category, related to the details below. Be sure to include metrics such as those cited below to appropriately highlight your success story; it’s OK to note in the nomination form that sensitive metrics are for judging purposes only — not for sharing publicly. (You can save your nomination as a draft, if needed, before submitting.)
The 2025 Customer Innovation Awards categories are:
This award will highlight one organization using AI-Powered Experience Orchestration methodologies to deliver outstanding, seamlessly connected customer and employee experiences across end-to-end journeys.
The winning organization excels at using Genesys technology based on a unique CX strategy that enables it to reimagine and continually optimize complete customer journeys, making them more empathetic, effective and efficient — while giving employees the ability to deliver smarter outcomes with less effort. This organization has connected its data and technology solutions to streamline experiences, allowing for the context of each interaction to move with customers as they switch from one channel to another (e.g., moving from a virtual assistant to a voice call with an agent). In doing so, they remove frustration and roadblocks for customers, as well as streamlining the agent experience by providing them with needed insight at the outset of each interaction.
Entries should include information such as how your organization:
This category highlights one organization using AI-powered solutions pervasively to improve and support customer and employee experiences — and seen notable business- and performance-related outcomes as a result.
The winning organization is pushing the limits to deliver smarter and more cohesive customer and employee experiences with Genesys Cloud AI. This organization leverages a breadth of Genesys Cloud AI capabilities — such as agent assist, copilots, bot flows, journey management, predictive routing, predictive engagement, sentiment analysis or knowledge management — to improve service across agent-led and self-service channels. Using AI, the winning organization has achieved outcomes such as improved workflows, real-time data access and process optimization, faster issue resolution, or customer journey optimization.
Entries should include information such as how your organization:
Genesys has mapped a journey for any organization looking to continually optimize the customer and employee experience. These “Levels of experience orchestration” (see below) comprise six stages of maturity in an organization’s ability to deliver personalized, end-to-end customer journeys and streamlined, empathetic employee experiences.
The winning organizations have leveled up their ability or orchestrate effective, efficient, empathetic experiences by adding AI and automation. This has enabled them to move to a more mature “Level of experience orchestration.” For example, they have mastered the use of assisted and self-service through digital channels — and have empowered employees with modern solutions to streamline their experiences, as well.
These organizations focus heavily on long-term outcomes gained by bringing more automation into customer and employee experiences. The winning organizations have evolved their customer experience strategy to be future-proof and purpose-built as part of a digital transformation.
Entries should include information such as how your organization:
Three winners (two customers and a partner) will be chosen according to implementation type:
Human agents handle all interactions, relying on their training and expertise to deliver consistent service.
There is menu-based automation of navigation and simple interactions (e.g., IVR) with routing of all remaining interactions to human agents.
There is natural language-enabled automation of routine, predefined dialogs via bots. Human agents stand ready to take over at any time and receive assistance or prompts based on predefined workflows.
There are system-generated conversations for many use cases with next-best actions based on customer or employee contexts. And there is seamless transition from virtual agents to humans for nuanced or complex use cases, with copilots increasing human agent effectiveness and efficiency.
The system generates empathetic experiences for most use cases, including for complex inquiries and problem-solving. Humans only handle highly complex or emotionally charged interactions, supported by emotionally aware copilots.
There is autonomous experience generation for all use cases. The system anticipates and fulfills customers’ individual requirements and interacts through a humanlike virtual personal concierge. Human agents are not involved.
The winning organization actively focuses on improving employee engagement — and using Genesys solutions, such as (but not limited to) copilots and workforce engagement management, to support its efforts.
This organization has modernized how it manages and empowers its employees, For example, it could be providing real-time insight during interactions with customers; increasing efficiency with auto-summarization; using speech and text analytics to automate quality and compliance processes; improving employee engagement with AI-powered coaching, gamification or employee development; or enhancing scheduling with workforce management to give employees the flexibility they want.
Entries should include information such as how your organization:
This award spotlights one nonprofit or charitable organization that has been able to provide better service to more people and better employee experiences as a result of using Genesys Cloud. The winning organization not only uses CX technology to support its humanitarian efforts to change and improve lives, it also harnesses that technology to enable its advisors, counselors and agents to deliver more empathetic interactions to more people in need.
Entries should include information such as how your organization:
The winning organization has been able to improve its sustainability metrics and outcomes by implementing and using Genesys Cloud. This organization prioritizes sustainability and its leadership considered not only the sustainability benefits of a cloud-based CX platform, but also the long-term sustainability mission and goals that Genesys has committed to.
Entries should include information such as how your organization:
These winners are frontline and behind-the-scenes CX stars who strive for excellence every day. There are three types of winners in this category:
Nominations will be for one person in one of those roles. Entries should include information about why the nominee stands out, such as:
Have questions about the 2025 Genesys Customer Innovation Awards nomination process? Here are answers to the most common questions.
Winning organizations will be globally recognized for customer experience innovation. This includes:
Xperience 2025 VIP treatment
Winners will receive recognition at Xperience 2025 in front of industry leaders, peers and analysts.
In addition, the winners will be awarded:
Press opportunities
Genesys will share press releases with key media outlets in several geographies globally announcing the winners. (View the 2024 Customer Innovation Awards press release for Virgin Atlantic.)
Select winners will have the opportunity to be interviewed by business and industry media.
Social media coverage
Genesys will share social media posts across several platforms announcing the winners and highlighting their successes.
Winners will receive a “digital brag kit” with badges to display on their own social pages.
Case study
Genesys will share a case study or profile of each customer, showcasing their success story.
Overall eligibility requirements, as well as the requirements for each category can be found here.
Genesys customers can nominate themselves for any of the awards. Additionally, a peer, colleague, partner or Genesys employee can nominate a Genesys customer.
Anyone nominating their organization or themselves must be a member of the complementary Genesys Customer Advocacy Program (GCAP). Join or update your profile here. Registration is free. You’ll receive 100 GCAP points when you register, plus an additional 100 points for every nomination you submit for yourself or your organization.
Details for each category can be found here with the related judging criteria. Full details/questions are in the nomination form. (You can save your nomination as a draft, if needed, before submitting.)
The nomination period will close on May 16, 2025.
Finalists will be contacted directly and announced on the Genesys blog by June 30, 2025.
Winners will be publicly announced on September 9, 2025 at Xperience 2025 and via a press release and social media.
Judging criteria can be found here.
A panel of judges that includes Genesys executives, industry analysts and past customer winners will select the winners of the 2025 Genesys Customer Innovation Awards.
There will be 11 winners total from seven categories:
Details for each category can be found here with the related judging criteria.
Read the full Terms and Conditions here.
First, review the Eligibility and Judging Criteria and the Terms and Conditions. Then share that information with the appropriate decision maker. If you have any further questions on this, please email awards@genesys.com.
Please make sure they sign up to the Genesys Customer Advocacy Program (GCAP) by registering here. Registration is free. Customers receive 100 GCAP points for registering.
Yes! Apply to as many categories as you like. It’s an easy way to increase your chances of winning, as long as you tailor your nomination to each award category. But remember: Your organization can only be named a finalist in one category.
It depends. If you won an award in 2023 or earlier, please feel free to nominate your organization again. Winners from 2024 are not eligible.
If you win an award and are the person who would represent your organization at Xperience, you will be reimbursed for your round-trip flight to Nashville, full event access and a three-night hotel stay.
If your question is not included here, please email awards@genesys.com.
Tell us how you’re leveraging next-generation solutions to exceed expectations and reimagine customer and employee experiences. Nominate your organization for a Customer Innovation Award today.
