Meet our CX Heroes

Norma Adriana Delgado - Digital Products Manager, Telefónica

Mexico City, Mexico

Norma Adriana Delgado

Digital Products Manager


Norma acted quickly to care for her coworkers and customers when the city shook during an earthquake.

Jenny Koebrugge - Customer Service Consultant

Utrecht, The Netherlands

Jenny Koebrugge

Customer Service Consultant


Customer service rep, Jenny Koebrugge, is used to customer requests, but holiday planning isn’t among them. Learn how Jenny saved a holiday for one Rabobank customer.

Hanneke van Eerden - Customer Contact Specialist

Leeuwarden, The Netherlands

Hanneke van Eerden

Customer Contact Specialist


While Hanneke’s title is customer contact specialist, she’s a whole lot more than that – she’s a life saver. Literally.

Saif Jehangir Sayed - Call Monitoring Agent, Emirates Post

Deira, Dubai

Saif Jehangir Sayed

Call Monitoring Agent

Emirates Post

Saif is no stranger to solving problems. But when a customer called in tears, Saif knew he could help – he just didn’t know how.

Jacob Dalnäs - Sales Representative, AB Sappa

Göteborg, Sweden

Jacob Dalnäs

Sales Representative

AB Sappa

Jacob is a sales rep at AB Sappa, a company known for its amazing customer service. Learn how he lives the brand.

Additional resources

Andrea Balitewicz - Turkey Talk-Line Supervisor, Butterball

Garner, United States

Andrea Balitewicz

Turkey Talk-Line Supervisor


Andrea saves holidays for countless would-be cooks. She keeps her cool when holiday tensions heat up.

Additional resources

Ingrid Skjærseth - Customer Service Manager, Ving

Oslo, Norway

Ingrid Skjærseth

Customer Service Manager


Helping others plan vacations is something Ingrid loves, except when policies get in the way of allowing people to travel freely.

Marco Rossi - Team Supervisor, Swisscard

Horgen, Switzerland

Marco Rossi

Team Supervisor


Marco doesn’t just work in CX, he lives it. As a team supervisor for Swisscard, Marco took matters into his own hands to solve a customer problem.

Additional resources

Thapelo Kwenane - Contact Center Advisor, Harambee Youth Employment Accelerator

Pretoria, South Africa

Thapelo Kwenane

Contact Center Advisor

Harambee Youth Employment Accelerator

Thapelo is a contact center advisor and with a single phone call he changed the life for one fortunate person.

Additional resources

Nicole Martin - Customer Contact Specialist, MyBudget

Adelaide, Australia

Nicole Martin

Customer Contact Specialist


On the last business day before Christmas, Nicole Martin answered a call from a frantic customer. It was up to her to save Christmas for the family.

Additional resources

Kate Kuehn - Responder, Crisis Services Canada

Toronto, Canada

Kate Kuehn


Crisis Services Canada

Kate is a responder and provides support for individuals in distress, crisis or those who may be experiencing suicidal thoughts.

Additional resources

Caique Augusto da Mata - Contact Center Advisor, Bradesco Next

São Paulo, Brazil

Caique Augusto da Mata

Contact Center Advisor

Bradesco Next

Caique Augusto da Mata answers many chat sessions during his day at Bradesco Next bank. But in only one did he rescue a client’s romance.

Additional resources

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Nominate a CX Hero

Tell us a story how a customer service representative went above and beyond to provide amazing customer service. Entering is simple. Fill out the form and share your story or tell us about your colleague. Winners receive a $500 e-gift card. CX Heroes will be announced through the year and featured on the Genesys blog and

Tell us about you

Who do you want to nominate as a CX Hero and why?

Thanks for sharing your story!

We’ll be in touch if you’re one of our winners.

Make sure to share this promotion with your friends and coworkers who are customer service agents.

Additional resources and learning

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Best practices ebook

Make every customer interaction count with customer service best practices.

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CX course certificate

Learn the top 10 skills every agent needs to and how to handle difficult customer situations.

Cx hero additional resources

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