2019 Genesys Customer
Innovation Awards

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Thousands of customers. Billions of customer experiences.
Nine winners.

For 14 years, the Genesys® Customer Innovation Awards have bestowed the highest honor on organizations, large and small, who innovate and power the world’s best customer experiences. You have shaped our industry and we are excited to give you the spotlight.

This year, awards will be given to nine winners across seven key categories designed to recognize customer experience transformation, excellence, innovation and impact. Committed to recognizing the best of the best, the awards are open to companies of all sizes in all markets.

Please be sure to provide relevant metrics to illustrate your customer experience success. Insights, testimonials, anecdotal stories and related achievements (e.g., customer experience awards) will strengthen your nomination.

We are no longer accepting nominations for the Customer Innovation Awards. Winners will be announced on June 10, 2019 at Xperience19 in Denver.

Award Categories

This year’s award categories cover a wide range of customer experience achievements.

Genesys has changed the way organizations manage their customer experience globally. If you have rolled out Genesys solutions across various countries or regions, this is your time to shine. Please describe the transformation involved in the technology and infrastructure, the process of global alignment, and the outcome, including tangible metrics and results.

Omnichannel is the cutting edge of customer experience, and your forward-thinking organization has successfully implemented an omnichannel environment. Share how you are using multiple Genesys channels throughout the customer journey to achieve incredible improvements. Please include tangible metrics and results

This award recognizes new customers who have successfully implemented Genesys and have experienced results quickly. Applicants will have become Genesys customers during 2017 or later and experienced a rapid deployment. Customer profiles could include:

  • Greenfield (cloud or on-premises)
  • Switching from an on-premises solution to the cloud
  • Addition of a new division for an existing account

Three CX Mover Award winners will be chosen (one of each size):

  • Small = under 100 agent seats
  • Mid-sized = 101 to 500 agent seats
  • Large = more than 500 agent seats

Please include tangible metrics and results you experienced that didn’t exist prior to Genesys

If you were once invested in a legacy, hardware-based customer platform solution and switched to Genesys, tell us how the change transformed your customer experience. Extra consideration will be given for entries that name the previous platform used. Please include tangible metrics and results.

This category recognizes a charity or another organization with a humanitarian focus who aims to make the world a better place. Tell us how your company uses customer experience technology to change and improve lives. Please include examples or stories.

This award category is geared toward companies who use Genesys technology for sales and marketing. For example, you might have a chat implementation that’s increasing sales conversions on the website or has increased visibility into website traffic—and that’s helping your marketing teams make more informed decisions. Please include tangible metrics and results to demonstrate your success.

Customer experience technology can bring your team’s productivity to new heights. And this award recognizes the progress your team has made with the use of automation tools, such as Workforce Engagement Management and Workload Management. Show us how your team is more productive with Genesys solutions—and provide metrics and results.

Rewards for winners

The winning organizations will be recognized globally for customer innovation, which includes:

Global recognition

Winners will be recognized at Xperience19 in front of industry leaders, peers and analysts. A press release and social media posts announcing the winners will be promoted.

Xperience19 VIP treatment

In addition to this, the winners will be awarded:

  • One full-paid trip to Xperience19—including a round-trip flight to Xperience19, event access and a two-night hotel stay
  • Primary consideration as a Xperience19 speaker
  • Impactful recognition and networking opportunity with peers, analysts and Genesys executives
  • Networking with global customer experience leaders who are recognized innovators
  • Finalist laminate designation
  • Reserved seating at main stage presentations
  • On-stage award presentation, including presentation of a coveted award trophy
  • Access to a special dinner with industry analysts
  • VIP gifts and experiences, including a main stage memory kit


Have a question? Please refer to the FAQ or read through the Eligibility and Criteria details. If your question is not included, please email [email protected].

2018 Winners

We’re proud of our past 2018 Genesys Customer Innovation Award winners and all they’ve accomplished. Check out some of their stories of success.

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