Announcing the 2024 Genesys Customer Innovation Awards Finalists

Innovation is the cornerstone of progress, driving us all forward and reshaping the landscape of customer and employee experiences. For nearly two decades, the Genesys Customer Innovation Awards have shined a spotlight on companies that have embraced innovation and dedication to drive the world’s best experiences.

We’re delighted to announce the finalists for the 2024 Genesys Customer Innovation Awards. This year marks a milestone — we’ve received an unprecedented number of nominations, far surpassing previous years. It speaks volumes about the incredible success so many of our customers are achieving. With an abundance of exceptional entries, the competition has intensified — presenting our panel of judges with the extremely difficult task of selecting the organisations that have demonstrated the most impact through their use of Genesys solutions.

Our finalists consist of organizations from all over the world and of all sizes. From charitable organizations to large global enterprises, they are examples of how innovation can be harnessed to elevate CX and EX to new heights.

To all those who nominated, we extend our heartfelt gratitude. Your passion and commitment to advancing customer and employee experiences have truly inspired us. And we’re immensely proud of the strides our customers and partners continue to make.

We hope you can join us at Xperience 2024 in Denver on May 13–15, as we announce our winners and celebrate the success of all nominees. Now let’s look the 19th annual Customer Innovation Awards finalists.

CX Achiever — Orchestrating an innovative CX and EX strategy

This category recognises the organisation that’s taking a modern approach to experience orchestration by focusing on both CX and EX.

  • Beyond Bank Australia
  • DirectAsia Singapore
  • Western Sydney University
  • Zurich Insurance

CX Humanitarian — Best example of serving humanity through Genesys solutions

New this year, the CX Humanitarian award will be given to the organisation that’s leveraging Genesys technology for the greater good — to make the world a better place.

  • Harambee Youth Employment Accelerator
  • Lighthouse Works
  • National Domestic Violence Hotline
  • Oranga Tamariki

CX Innovator — Best use of Genesys AI

The CX Innovator will be awarded to two customers, based on size — small/mid-sized (SMB) and enterprise — that are pushing the limits to deliver smarter and more cohesive customer and employee experiences with Genesys AI.


  • Emtelco S.A.S.
  • Hexaware Technologies
  • Virgin Atlantic

SMB and Mid-Market

  • King Price Insurance
  • Kiwibank
  • News Corp Australia

CX Mover — Best cloud implementation
This category is geared toward organizations that have undergone successful, well-executed cloud implementations. Three winners will be awarded based on implementation type (Genesys Professional Services implementation or self-implementation, and partner implementation with both partner and customer winners).

Partner Implementation

  • Alinta Energy and Datacom
  • Bancolombia and Global Network Solutions
  • Best Buy Canada and Star Telecom
  • Brittany Ferries and Connect

Professional Services and Self-Implementation

  • Cemex
  • Despegar
  • NetApp
  • Prvidr

EX Mobiliser — Best example of optimising and improving workforce or employee engagement
The EX Mobilizer category is dedicated to the team that has modernized how it manages and empowers employees with Genesys Workforce Engagement Management.

  • City of Clearwater
  • Liberata Customer Services
  • Modivcare
  • Sistecrédito

Honorable Mentions

Accident Compensation Corporation

Alight Solutions

ASB Bank Ltd.

Association of Professional Flight Attendants

Bank Simpanan Nasional (BSN)

Benify AB


BPO Division of NTT


Canteen Australia

Colonial First State (CFS)


Department of Customer Service NSW

Eesti Energia


Euro-Center Holding SE

Fujitsu Communication Service

Grupo Embramaco

Hamat AlSahab

Happy Money


Industrial Alliance, Insurance and Financial Services Inc. (iA)

Infosys BPM

Inland Revenue


Leap in!


MSI Reproductive Choices UK

MTN South Africa


Narayana Health



Pelican State Credit Union


Pluxee Romania

Qatari Diar

Quess Corp Ltd


Sage Global

SBI Securities



U Mobile

UPIC Health, LLC

Vaillant Group


Voya Financial