Eligibility and
judging criteria

Most organizations know that happier employees lead to happier customers. The CX Achiever recognizes organizations that are not only focused on customer experience (CX), but also employee experience (EX). Has Genesys technology helped you reimagine and orchestrate CX journeys while giving employees the ability to deliver smarter outcomes with less effort? Have you empowered customers to self-serve through digital channels and empowered employees with modern experiences? Tell us about how you’re cultivating both CX and EX within your organization to enable amazing experiences.

If possible, please include how your organization:

• Improved both customer and employee experience
• Reimagined or orchestrated CX journeys
• Empowered employees with modern experiences
• Increased employee satisfaction and/or retention
• Improved customer satisfaction or NPS
• Improved contact center metrics (include percentages), such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Average speed of answer (ASA), queue durations or wait time
  • Abandonment rate

CX Innovator is for those pushing the limits to deliver a consistent and unified experience while engaging customers across the channels of their choice. Perhaps you’ve accelerated time to value with AI capabilities, automated smarter or adapted faster to meet business demands. Or maybe you’ve leveraged APIs, developer tools, Genesys AppFoundry^® Marketplace or your own ecosystem to create custom or differentiated CX capabilities that optimize customer and employee experiences. Share how you’re using Genesys technology, partner technology or your own innovation to orchestrate the customer journey to achieve incredible results; be sure to include metrics.

Tell us how you’ve invested in capabilities built to be turnkey, smart, easy to adopt and designed to support customer-centric insights and journeys.

Two CX Innovator Award winners will be chosen according to organization size:

• Small and Mid-Size (under 1,500 agents)
• Enterprise (over 1,500 agents)

Please tell us about how your organization:

• Implemented digital or AI functionality to improve customer experience, overall efficiency and productivity
• Pushed the envelope when implementing innovative technologies
• Deployed omnichannel solutions that allow for multimodality for all customer touchpoints
• Increased CSAT/NPS or reduced customer effort
• Improved quality, retention or employee satisfaction
• Increased revenue or sales conversion rates
• Customized your Genesys solution in a unique way through the API or AppFoundry integrations
• Enhanced customer and/or employee experience through platform customization
• Leveraged the API or AppFoundry partner to solve a particular issue you were having
• Increased customer satisfaction (CSAT)/Net Promoter Score (NPS) because of a customization
• Reduced technology infrastructure costs
• Increased revenue
• Achieved ROI and efficiency gains
• Improved contact center metrics (include percentages), such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Average speed of answer (ASA), queue durations or wait time
  • Abandonment rate

If you were once invested in a legacy, hardware-based contact center platform solution or have transitioned from another cloud environment to the Genesys Cloud CX™ platform within the last 24 months, tell us how this change transformed your customer experience. This includes moving from a Genesys solution or competing provider. Please include the name of the previous platform used and the benefits you achieved through the migration.

Four CX Mover Award winners will be chosen by implementation:

• Genesys implementation – Worked with the Genesys Professional Services team
• Partner implementation – Worked with a Genesys partner (you and your partner receive an award)
• Self implementation – Implemented a Genesys solution on your own

Please tell us about how your organization successfully implemented the Genesys Cloud CX™ platform to:

• Evolve customer experience strategy to be future-proof and purpose-built as part of a digital transformation initiative
• Increase CSAT, NPS or customer loyalty
• Enhance the customer experience
• Improve technology and infrastructure (describe how you’ve streamlined, gained functionality you didn’t have before, simplified processes, etc.)
• Reduce technology infrastructure costs (share savings amount or percentage saved)
• Consolidate and reduce the number of legacy systems in use (share the number of systems eliminated and function)
• Increase employee satisfaction and/or retention
• Increase revenue
• Realize efficiency gains or optimize ROI
• Achieve success (a specific goal, unexpected result or other) that wasn’t possible before
• Improve contact center metrics (include percentages), such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Average speed of answer (ASA), queue durations or wait time
  • Abandonment rate

Make sure to include details about your implementation experience (length of time, involvement of a partner or Genesys Professional Services team, number of locations and languages deployed, or other relevant details).

This award is for teams within the contact center that have modernized how they manage and empower their employees with Genesys Workforce Engagement Management. You might have automated all or augmented parts of your quality and compliance processes through speech and text analytics, or improved employee engagement through coaching, gamification or employee development. Or perhaps you’ve enabled better scheduling of your employees through workforce management and provided employees with on-the-go access and flexibility with the adoption of the Tempo mobile app. Tell us how you’ve improved your team processes and engagement with Genesys Workforce Engagement Management technology to become more effective, efficient and empathetic in your customer and employee experiences.

Please tell us about how your organization:

• Leveraged Genesys Workforce Engagement Management to increase team productivity metrics (provide percentages, before and after comparisons, etc. to quantify the improvement)
• Improved technology and infrastructure (describe how you’ve streamlined, gained functionality you didn’t have before, simplified processes, etc.)
• Reduced technology infrastructure costs (share savings amount or percentage saved)
• Increased employee satisfaction and/or retention
• Decreased time spent scheduling
• Improved quality assurance and/or training
• Achieved greater scheduling flexibility (e.g. micro shifts, use of the Tempo mobile app to manage schedules, etc.)
• Increased revenue
• Demonstrated ROI and efficiency
• Achieved success (a specific goal, unexpected result or other) that wasn’t possible before WEM
• Improved contact center metrics (include percentages), such as:
  • Average handle time (AHT)
  • First call resolution (FCR)
  • Average speed of answer (ASA), queue durations or wait time
  • Abandonment rate
  • Agent occupancy
  • Schedule adherence