Genesys Honours Global Innovators in Customer Experience at Xperience 2025

Trailblasing organisations recognised for transforming service and employee experiences with Genesys Cloud AI and digital orchestration

Today at Xperience 2025, Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced the global winners of its 2025 Genesys Orchestrators Innovation Awards. These awards honour companies that showcase the impact of experience orchestration by seamlessly connecting customer and employee journeys for better business outcomes. This year’s winners include Aterian, Computacentre, emtelco, ENGIE, Harambee Youth Employment Accelerator, IONOS and Lighthouse Works.

To succeed in the experience economy, organisations want AI and digital capabilities that empower them to deliver effective, efficient and emotionally intelligent experiences on customers’ terms and across their preferred channels. These award winners are driving ROI with AI and automation to unlock greater levels of personalisation, optimisation and digitisation across the customer journey.

“Transformation begins with strategy, but it’s technology applied with purpose that turns it into reality,” said Scott Cravotta, chief customer officer at Genesys. “This year’s Orchestrators Innovation Award winners are proving what’s possible when organisations pair cutting-edge AI capabilities of Genesys Cloud with a deep commitment to human-centric values. Their results show that innovation grounded in purpose drives stronger outcomes across the board.”

Many of this year’s honourees are making significant progress delivering transformative AI-powered experiences. Their progress can be measured using the Levels of Experience Orchestration, a six-stage maturity model that helps organisations with a roadmap toward streamlined operations, deeper customer loyalty and stronger employee engagement. As organisations ascend each level, they become more adept at anticipating needs, coordinating interactions across channels and delivering efficient, emotionally intelligent experiences at scale.

The following organisations were recognised during a special ceremony at Xperience 2025 for their exceptional work across several categories:

• Aterian: Level Up (Partner Implementation) – Aterian, Inc. is a consumer products company selling thousands of products across Amazon, Walmart, Target+, Shopify and more. Confronted with disconnected tools and rising demand, the company migrated to Genesys Cloud, achieving Level 4 orchestration with no added headcount. Powered by Genesys and custom Aterian AI, agents now handle more complex interactions across new voice and chat channels, improving key metrics and cutting Total Cost of Ownership by 65%. By leveraging Genesys Cloud AI capabilities, including Genesys Copilot and embedding its own custom AI, Aterian now delivers faster, more consistent and emotionally intelligent support at scale — demonstrating what Genesys-powered customer care can achieve.

• Computacentre: Sustainability Impact – By implementing the Genesys Cloud platform, Computacentre reduced reliance on physical infrastructure, lowered emissions tied to in-office operations and introduced more flexible, sustainable ways of working. The shift away from inefficient legacy systems to a cloud-native platform enabled Computacentre to align its contact centre strategy with its broader environmental and social goals, reinforcing sustainability as a core business value.

• emtelco: AI Innovator of the Year – Within just one year, emtelco increased digital customer interactions from 800,000 to over 5.3 million, reduced incorrect transfers by more than 12 percentage points. resolved over a third of inquiries on first contact, and exceeded containment goals by 13%. These outcomes followed the implementation of SophIA, an AI-powered voicebot built with Genesys Cloud AI. Designed to address rising call volumes and fragmented, manual support channels, SophIA transformed the static IVR at emtelco into a dynamic, conversational experience using predictive routing, sentiment analysis and real-time natural language processing to identify intent, resolve issues and personalise customer journeys.

• ENGIE: EX Optimiser – By reducing after-call work (ACW) by up to 45 seconds, improving Net Promoter Score by 75% and cutting complaints by 120%, ENGIE is setting a new benchmark for employee experience. Facing fragmented systems and manual processes, ENGIE turned to Genesys Cloud to unify operations and empower its contact centre teams. With tools like Genesys Cloud Copilot and Workforce Engagement Management, ENGIE reduced inefficiencies and built a more engaged, data-driven culture. AI-powered tracking, real-time analytics and gamification have streamlined quality assurance and forecasting, transforming how employees work, and directly driving measurable improvements in customer satisfaction and operational agility.

• Harambee Youth Employment Accelerator: Humanitarian Impact – Achieving a 13% increase in inbound volume, 11% growth in outbound outreach and a first-contact resolution rate above 90%, Harambee Youth Employment Accelerator has proven that intelligent coordination and connected technologies can deliver personalised support at scale. The organisation uses Genesys Cloud to handle over 1.4 million interactions annually across various channels, providing access to support and opportunities for more than 5 million young South Africans through the SA Youth platform. With AI-powered routing, automated workflows and real-time performance insights, Harambee drives higher engagement while maintaining quality.

• IONOS: Level Up (Self or Professional Services Implementation) – Achieving a 68% increase in conversion rates, 15% fewer agent-assisted chats and a 20% drop in average handle time, IONOS has proven that orchestrating positive customer journeys drives meaningful business results. Now active across 12 countries and 10 brands, IONOS unified global service operations by embracing a bold customer experience (CX) transformation to overcome siloed legacy systems and rising customer expectations. Through the Genesys Cloud platform, the company deployed Predictive Engagement and Genesys Copilot. It is exploring additional Genesys Cloud AI capabilities including AI-powered virtual agents, advancing to Level 3 orchestration with system-generated conversations and seamless virtual-to-human transitions across digital and voice channels.

• Lighthouse Works: Humanitarian Impact – Improving its average speed to answer by 15 seconds, raising service levels from 85% to 91% and reducing ACW time by 132%, Lighthouse Works has redefined what inclusion and innovation can achieve in CX. Faced with legacy platforms that hindered accessibility for blind and visually impaired agents, the organisation turned to Genesys Cloud to reimagine employee experiences. By leveraging Genesys Cloud capabilities including omnichannel routing, real-time analytics and tailored workforce engagement tools, Lighthouse Works built a more accessible and efficient environment. With the open APIs of the Genesys Cloud platform, it developed screen reader compatible customisations and a simplified audio-enabled user interface that empower blind and visually impaired agents to confidently navigate complex customer journeys.

During the Orchestrators Innovation Awards, Genesys also recognised industry leaders for their exceptional contributions in helping to drive meaningful improvements in their organisations’ customer and employee experiences:

• Orchestrator of the Year (Supervisor or C-Suite): Rachel Papka, Steinberg Diagnostic Medical Imaging Centre

• Orchestrator of the Year (Supervisor or Team Lead): Brian Jones, Ascension 

• Orchestrator of the Year (Agent): Noreen Mcloughlin, ACC New Zealand

• Orchestrator of the Year (Developer): Lucas Woodward, OVO Energy 

The 2025 Genesys Orchestrators Innovation Awards celebrate two decades of innovation in customer experience and spotlight what’s ahead, a future shaped by purpose-driven technology and human connection. This year’s winners are setting a new benchmark for what’s possible when organisations align their values with visionary execution.

About Genesys

Genesys® empowers more than 8,000 organisations worldwide to create the best customer and employee experiences.  With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration Platform that connects people, systems, data and AI across the enterprise. 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 https://www.genesys.com/en-sg.

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