{"id":223151,"date":"2020-02-12T07:11:59","date_gmt":"2020-02-12T15:11:59","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=223151"},"modified":"2020-02-05T07:45:15","modified_gmt":"2020-02-05T15:45:15","slug":"cx-heroes-a-year-in-review","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/cx-heroes-a-year-in-review","title":{"rendered":"CX Heroes: A Year in Review"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Most of the experiences you\u2019ve had with customer service probably have been unremarkable. But, every once in a while, you have an extraordinary encounter \u2014 one that stands out because a representative exceeded all expectations to serve you.\u00a0At Genesys, we think of these stars as CX Heroes. And we think their stories are worth telling.<\/p>\n

The Genesys CX Heroes program<\/a> recognises excellent customer service representatives and the technology that empowers them to do their jobs better.<\/p>\n

Meet the 2019 Genesys Heroes<\/strong><\/p>\n

Andrea Balitewicz, Butterball (United States)<\/em><\/p>\n

During the holidays, many people have questions about how to thaw and cook a turkey for their family event. Butterball created the Turkey Talk Line in 1981 to provide cooking advice and tips to experts and novices. Andrea saves holidays for countless would-be cooks. She keeps her cool when holiday tensions heat up. Read Andrea’s story <\/a>and watch the Butterball CX Hero video<\/a>.<\/p>\n

Marco Rossi, Swisscard (Switzerland)<\/em><\/p>\n

You\u2019re about to leave the country when you realise that you\u2019ve lost the PIN for your business card. Tough luck, right? Not if you\u2019re working with Marco Rossi. The Swisscard consumer service manager flew into action when his customer Liam called for help. Marco met Liam at the Zurich Airport helipad and hand-delivered a letter with Liam\u2019s new PIN. Read Marco\u2019s story<\/a> here.<\/p>\n

Thapelo Kwenane, Harambee (South Africa)<\/em><\/p>\n

In a country with an unemployment epidemic and innumerable scam artists taking advantage of job seekers, you might not trust a stranger who suggested using their platform to find a job. But that\u2019s where Harambee contact centre advisor Thapelo Kwenane shines: With empathy derived from having been unemployed himself, he made a genuine personal connection \u2014 and then a job connection \u2014 with job-seeker Msawenkosi Maphinda. Learn more about Thapelo<\/a> here.<\/p>\n

Ingrid Skj\u00e6rseth, Ving (Norway)<\/em><\/p>\n

Imagine being told by an airline that, as a disabled person, you couldn\u2019t travel alone. Your assistant had to cancel her trip, so you have to as well. Luckily for Ving customer, Ane, her service agent, Ingrid Skj\u00e6rseth, was equally disturbed with this news. Ingrid did the research necessary to convince her company \u2014 and the airline \u2014 to change their policies. And Ane was able to enjoy her vacation after all. Read Ingrid\u2019s story<\/a> and watch the Ving video<\/a>.<\/p>\n

Caique Augusto da Mata, Bradesco Next (Brazil)<\/em><\/p>\n

When you contact your bank for help with your account, you probably don\u2019t expect to get relationship advice too. But Caique Augusto da Mata, a customer service representative for online bank Bradesco Next, takes those extra steps for customers. While helping a customer via chat, the man shared his sorrow over a recent break-up. Caique showed the customer that he had credits available and suggested that he buy his ex-girlfriend a gift. In the end, Caique solved both the customer\u2019s banking \u2014 and relationship \u2014 problems. Read Caique’s CX Hero story.<\/a><\/p>\n

Kate Kuehn, Crisis Services Canada (Canada)<\/em><\/p>\n

When Kate Kuehn took herself to the hospital because she felt overwhelmed by suicidal ideation, a stranger \u2014 an older gentleman who was a volunteer \u2014 sat with her, listened and provided the kindness she needed at that moment. Touched deeply by the experience, Kate wanted to pay forward that compassion and began to work for Crisis Services Canada. She works in administration and volunteers on the crisis helpline \u2014 assisting people who are feeling despair like she once did. Read Kate Kuehn’s story<\/a> and watch the Crisis Services Canada video<\/a>.<\/p>\n

Nicole Martin, MyBudget (Australia)<\/em><\/p>\n

\u2018Twas the last business day before Christmas, and a MyBudget<\/a> customer was scrambling. They mistakenly didn\u2019t transfer money from one account to another in time to release the family\u2019s Christmas presents from layaway at Target. MyBudget Customer Service Representative Nicole Martin sprang into action \u2014 designing a creative solution, involving payment via Target gift cards, that enabled the customer to get the presents safely under the tree for Christmas morning. Read why Nicole is a Genesys Hero<\/a>.<\/p>\n

The Next CX Heroes<\/strong><\/p>\n

Please consider nominating yourself, a colleague or an employee to be recognised in the Genesys Heroes program. Each year, six grand prize winners attend our customer events \u2014 three in the US and three in Europe. The prize includes airfare, hotel and registration fees for the hero and a colleague. Share your story<\/a> here.<\/p>\n

Watch the CX Heroes webinar<\/a> series and read the ebook \u201cCustomer service best practices<\/a>\u201d to learn more about the CX Heroes program.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Most of the experiences you\u2019ve had with customer service probably have been unremarkable. But, every once in a while, you have an extraordinary encounter \u2014 one that stands out because a representative exceeded all expectations to serve you.\u00a0At Genesys, we think of these stars as CX Heroes. And we think their stories are worth […]<\/p>\n","protected":false},"author":270,"featured_media":196357,"template":"","tax_priority":[],"tax_blogtype":[17751],"tax_blogcategory":[13125,13571],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[16612],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-223151","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-gb","tax_blogcategory-cloud-en-gb","tax_blogcategory-workforce-engagement-en-gb","tax_products_programs-pureconnect-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/223151","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/270"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/223151\/revisions"}],"predecessor-version":[{"id":228517,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/223151\/revisions\/228517"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/196357"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=223151"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=223151"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=223151"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=223151"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=223151"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=223151"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=223151"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=223151"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=223151"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=223151"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=223151"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=223151"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=223151"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}