{"id":639979,"date":"2026-09-07T07:12:28","date_gmt":"2026-09-07T14:12:28","guid":{"rendered":"https:\/\/www.genesys.com\/company\/newsroom\/announcements\/genesys-honours-global-innovators-in-customer-experience-orchestration-at-xperience-2026"},"modified":"2026-09-07T07:12:28","modified_gmt":"2026-09-07T14:12:28","slug":"genesys-honours-global-innovators-in-customer-experience-orchestration-at-xperience-2026","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/genesys-honours-global-innovators-in-customer-experience-orchestration-at-xperience-2026","title":{"rendered":"Genesys Honours Global Innovators in Customer Experience Orchestration at Xperience 2026"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"<p>LONDON, 2 Sept. 2026 \u2014 Today at Genesys\u00ae Xperience 2026, the premier customer experience and AI event of the year, the 2026 Orchestrators Innovation Awards honoured Computacenter, Utility Warehouse, Child Bereavement UK and BCD for using AI to solve complex business challenges and elevate customer and employee experiences.<\/p>\n","protected":false},"author":1046,"featured_media":638439,"template":"","class_list":["post-639979","announcements","type-announcements","status-publish","has-post-thumbnail","hentry"],"acf":{"news_date":"09\/02\/2026","utm_pass":false,"asset_expiration":"","pr_subheading":"<p><em><span class=\"TextRun SCXW71064958 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW71064958 BCX0\">T<\/span><span class=\"NormalTextRun SCXW71064958 BCX0\">railblazing organisations recognised for transforming customer and employee experiences <\/span><\/span><span class=\"EOP Selected SCXW71064958 BCX0\" data-ccp-props=\"{\"335551550\":2,\"335551620\":2}\">\u00a0<\/span><\/em><\/p>\n","disable_chat":false,"no_index":false,"no_follow":false,"disable_next_steps":false,"display_desc":false,"title_align":"left","pr_template":"basic","pr_breadcrumbs":"default","pr_header_image":"default","pr_content":[{"acf_fc_layout":"simple_text_content","title":"","text_content":"<p><strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">LONDON, <\/span>\u2014 2 <span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">Sept. 2026<\/span><\/strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><strong> \u2014<\/strong> Today at <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\" target=\"_blank\" rel=\"noreferrer noopener\"><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\">Genesys<\/span><sup><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\">\u00ae<\/span><\/sup><\/a><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">\u00a0Xperience 2026, <\/span><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\">the premier customer experience and AI event of the year,<\/span><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"> the <\/span><a href=\"https:\/\/www.genesys.com\/customer-awards\/winners\" target=\"_blank\" rel=\"noreferrer noopener\"><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\">2026 Orchestrators Innovation Awards<\/span><\/a><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"> honored <\/span><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">Computacenter, Utility Warehouse, Child Bereavement UK<\/span><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"> and <\/span><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">BCD <\/span><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">for using AI to solve complex business challenges and elevate customer and employee experiences.<\/span><\/p>\n<p>The awards recognise organisations that are setting a new standard for agentic experience orchestration by connecting customers, employees, systems and data to deliver more seamless, personalised experiences that drive growth and increasing operational efficiency.<\/p>\n<p><span data-contrast=\"auto\">\u201cThe organisations we\u2019re recognising this year are showing what\u2019s possible when AI is applied with purpose to orchestrate more connected experiences,\u201d said Scott Cravotta, chief customer officer at Genesys. \u201cThey\u2019re moving beyond automation to focus on outcomes, creating more human ex<\/span><span data-contrast=\"auto\">periences that strengthen customer loyalty\u00a0and\u00a0improve\u00a0business performance.\u00a0<\/span><span data-contrast=\"auto\">As AI becomes a larger part of how organisations deliver customer and employee experiences, these leaders are setting the standard for how to apply it responsibly and effectively.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The following organisations were recognised at Xperience 2026 for their exceptional achievements across several categories:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">Experience Orchestration: Computacenter <\/span><\/strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\">\u2013 Leveraging Genesys technology, Computacenter has put in place a single global platform for its global Service Desk orchestration that uses Genesys Cloud\u2122 Agent Copilot, Predictive Routing and Virtual Agents to improve customer satisfaction and service efficiency. Through the effective use of technology, alongside a robust location strategy and operational optimisation initiatives, Computacenter achieved a 13% reduction in average handle time and improved first-contact resolution by up to 10%.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Level Up: Utility Warehouse<\/span><\/b><span data-contrast=\"auto\">\u00a0\u2013\u00a0Utility Warehouse is using Genesys Cloud Agentic Virtual Agent to deliver more autonomous, outcome-focused customer service, helping customers resolve broadband issues faster through automated checks, guided troubleshooting and seamless handoff to a human agent when needed. The company is saving up to three minutes per interaction with Agentic Virtual Agent and has reduced average handle time by more than\u00a03,000 hours\u00a0with intelligent routing on Genesys Cloud, while improving quality and compliance scores by as much as 18 points.<\/span><span data-ccp-props=\"{\"134233117\":false,\"134233118\":false,\"201341983\":0,\"335559738\":0,\"335559739\":160,\"335559740\":279}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Humanitarian Impact:\u00a0Child Bereavement UK<\/span><\/b><span data-contrast=\"auto\"> \u2013 Child Bereavement UK increased its reach to 20% more children and young people and achieved a record of serving 113,000 people in need by unifying voice, webchat, WhatsApp and SMS interactions on Genesys Cloud. Genesys Cloud Agent Copilot automatically generates and saves interaction summaries, allowing counselors to spend less time on administrative work and more time providing compassionate, personalised care.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Sustainability Impact:\u00a0BCD\u00a0\u2013<\/span><\/b><b><span data-contrast=\"auto\">\u00a0<\/span><\/b><span data-contrast=\"auto\">BCD has advanced its sustainability goals with Genesys Cloud by consolidating three on-premises contact center deployments and approximately 250 servers onto a single global platform supporting 7,000 agents. The transformation is projected to reduce annual emissions by 443 metric tonnes of CO2e while enabling more scalable operations and delivering consistent customer experiences worldwide.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Genesys also recognised industry leaders for their exceptional contributions in helping to drive meaningf<\/span><span data-contrast=\"auto\">ul improvements in their organisations\u2019 customer and employee experiences. Innovators receiving honours for the 2026 Orchestrators Innovation Award include: <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Orchestrator of the Year (CX Leader):<\/span><\/b><span data-contrast=\"auto\">\u00a0Pamela Bou Zeid, Al\u00a0Wathba\u00a0Insurance<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Orchestrator of the Year (Agent):<\/span><\/b><span data-contrast=\"auto\">\u00a0Maribeth Lagman, Aterian<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Orchestrator\u00a0of the Year (Developer):<\/span><\/b><b><i><span data-contrast=\"auto\">\u00a0<\/span><\/i><\/b><span data-contrast=\"auto\">Eystein Kylland, DNB Bank<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">To learn more about how Genesys customers are transforming experiences,\u00a0visit<\/span><span data-contrast=\"none\">\u00a0<\/span><a href=\"https:\/\/www.genesys.com\/customer-stories\"><span data-contrast=\"none\">https:\/\/www.genesys.com\/customer-stories.<\/span><\/a><span data-contrast=\"none\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">About Genesys\u00a0<\/span><\/b><span data-ccp-props=\"{\"335559738\":240,\"335559739\":240}\">\u00a0<\/span><\/p>\n<p><em>Genesys\u00ae empowers more than 8,000 organisations worldwide to create the best customer and employee experiences.\u00a0\u00a0Genesys Cloud\u2122 is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit <a href=\"https:\/\/www.genesys.ai\/\">www.genesys.ai.<\/a>\u00a0<\/em><\/p>\n<p><span data-contrast=\"none\"><em>\u00a9 2026 Genesys. All rights reserved. Genesys, the Genesys\u00a0logo\u00a0and Genesys Cloud are trademarks, service\u00a0marks\u00a0and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.\u00a0\u00a0<\/em>\u00a0<\/span><span data-ccp-props=\"{\"335559738\":240,\"335559739\":240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"none\">Media Contacts<\/span><\/b><span data-ccp-props=\"{\"335559738\":240,\"335559739\":240}\">\u00a0<\/span><\/p>\n<p><strong>Sarah Logan<\/strong><span data-ccp-props=\"{}\"><br \/>\n<\/span><a href=\"mailto:sarah.logan@genesys.com\">sarah.logan@genesys.com<\/a><\/p>\n<p><strong>Brands2Life<\/strong><span data-ccp-props=\"{}\"><br \/>\n<\/span><a href=\"mailto:genesys@brands2life.com\">genesys@brands2life.com<\/a><\/p>\n"}],"pr_related_news":"auto","pr_promo_resource":"post","pr_promo_new_tab":false,"exclude_chat_auto_open":false},"news_date":"2026-09-02","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/639979","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1046"}],"version-history":[{"count":0,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/announcements\/639979\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/638439"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=639979"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}