Eligibility and Judging Criteria.

Eligibility and Judging Criteria for the 2018 Genesys Customer Innovation Awards

Eligibility

To be eligible for any Genesys Customer Innovation Award, you must fulfill the following requirements:

  • Must be a Genesys Customer with a live solution.
  • Must have a compelling CX transformation story.
  • Must be a GCAP member who agrees to the use of company name and logo at the CX18 event and in Genesys social and digital channels.
  • Must agree to a written case study and/or a customer video success story.
  • Must send a representative to attend CX18.
  • Must agree to be mentioned in a press release announcing the winners.

Judging Criteria

Help convince us that your organization is the right winner. Consider the following metrics that will appropriately highlight your customer experience story. Each category has associated criteria for judging.

The Globetrotter

Best Global Rollout of the Genesys CX Platform

Please tell us about how the organization:

  • Established global customer experience presence with follow-the-sun capabilities
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Changed the technology and infrastructure
  • Measured reduction in technology infrastructure costs
  • Improved customer loyalty
  • Improved employee satisfaction
  • Increased revenues
  • Demonstrated ROI and efficiency

The CX Mover

Best Cloud Customer Migration and/or Deployment

Please tell us about how the organization:

  • Either deployed a cloud solution initially or moved to cloud from existing on-premise solution
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Changed technology and infrastructure
  • Measured reduction in technology infrastructure costs
  • Improved customer loyalty
  • Improved employee satisfaction
  • Increased revenues
  • Demonstrated ROI and efficiency

The CX Innovator

Best Omnichannel Customer Success Story

Please tell us about how the organization:

  • Deployed omnichannel solutions, allowing for multimodality for all customer touchpoints
  • Increased channels for customers
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Improved overall efficiency
  • Improved quality, retention, or employee satisfaction
  • Improved quality of new recruits
  • Demonstrated qualified customer conversion
  • Increased revenues
  • Demonstrated ROI and efficiency

The CX Pioneer

Best New Customer – Breaking Silos with a Fast Deployment (Small, Midsize, or Large Contact Center)

Please tell us about how the organization:

  • Became a new Genesys customer in 2017
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Changed technology and infrastructure
  • Measured reduction in technology infrastructure costs
  • Improved customer loyalty
  • Improved employee satisfaction
  • Increased revenues
  • Demonstrated ROI and efficiency

The CX Visionary

Best Success Story of Switching to Genesys from Another Platform

Please tell us about how the organization:

  • Evolved customer experience strategy to be future-proof and purpose built as part of a digital transformation initiative
  • Increased customer satisfaction/Net Promoter Score or reduced customer effort
  • Changed technology and infrastructure
  • Measured reduction in technology infrastructure costs
  • Improved customer loyalty
  • Improved employee satisfaction
  • Increased revenues
  • Demonstrated ROI and efficiency