{"id":599152,"date":"2025-10-16T07:07:10","date_gmt":"2025-10-16T14:07:10","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&#038;p=599152"},"modified":"2025-10-16T07:07:10","modified_gmt":"2025-10-16T14:07:10","slug":"genesys-honours-global-innovators-in-customer-experience-at-xperience-2025","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-sg\/company\/newsroom\/announcements\/genesys-honours-global-innovators-in-customer-experience-at-xperience-2025","title":{"rendered":"Genesys Honours Global Innovators in Customer Experience at Xperience 2025"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":728,"featured_media":0,"template":"","class_list":["post-599152","announcements","type-announcements","status-publish","hentry"],"acf":{"meta_title":"","meta_description":"Genesys Honours Global Innovators in Customer Experience at Xperience 2025. Read the release","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","news_date":"09\/09\/2025","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false,"pr_template":"basic","pr_breadcrumbs":"default","pr_heading":"Genesys Honours Global Innovators in Customer Experience at Xperience 2025","pr_subheading":"<p style=\"text-align: justify;\"><strong><em>Trailblasing organisations recognised for transforming service and employee experiences\u00a0with\u00a0Genesys Cloud AI and digital orchestration<\/em><\/strong><\/p>\n<p style=\"text-align: justify;\">Today at Xperience 2025, <a href=\"https:\/\/www.genesys.com\/en-sg\">Genesys<\/a>\u00ae,\u00a0a 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\u2019s winners include Aterian, Computacentre, emtelco, ENGIE, Harambee Youth Employment Accelerator, IONOS and Lighthouse Works.<\/p>\n<p style=\"text-align: justify;\">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\u2019 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.<\/p>\n<p style=\"text-align: justify;\">\u201cTransformation begins with strategy, but it\u2019s technology applied with purpose that turns it into reality,\u201d said Scott Cravotta, chief customer officer at Genesys. \u201cThis year\u2019s Orchestrators Innovation Award winners are proving what\u2019s 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.\u201d<\/p>\n<p style=\"text-align: justify;\">Many of this year\u2019s honourees are making significant progress\u00a0delivering transformative AI-powered experiences.\u00a0Their progress can be measured using the\u00a0<a href=\"https:\/\/www.genesys.com\/blog\/post\/the-levels-of-experience-orchestration\">Levels of Experience Orchestration<\/a>, 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.<\/p>\n<p style=\"text-align: justify;\">The following organisations were recognised during a special ceremony at Xperience 2025 for their exceptional work across several categories:<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong><em>Aterian:\u00a0<\/em><\/strong><strong>Level Up (Partner Implementation)<\/strong>\u00a0\u2013\u00a0Aterian, 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,\u00a0agents now handle more complex interactions across new voice and chat channels, improving key metrics and cutting Total Cost of Ownership by 65%.\u00a0By 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 \u2014 demonstrating what\u00a0Genesys-powered customer care can achieve.<\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li><strong><em>Computacentre:<\/em><\/strong>\u00a0<strong>Sustainability Impact\u00a0<\/strong>\u2013\u00a0By 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.<\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li><strong><em>emtelco:\u00a0<\/em><\/strong><strong>AI Innovator of the Year<\/strong>\u00a0\u2013 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.<\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li><strong><em>ENGIE:\u00a0<\/em><\/strong><strong>EX Optimiser<\/strong>\u00a0\u2013 By reducing\u00a0after-call work (ACW) by up to\u00a0<em>45 seconds,<\/em>\u00a0improving Net Promoter Score\u00a0<em>by 75%<\/em>\u00a0and 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.<\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li><strong><em>Harambee Youth Employment Accelerator:\u00a0<\/em><\/strong><strong>Humanitarian Impact\u00a0<\/strong>\u2013\u00a0Achieving a 13% increase in inbound volume, 11% growth in outbound outreach and a\u00a0first-contact resolution\u00a0rate above 90%, Harambee\u00a0Youth Employment Accelerator\u00a0has 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.<\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li><strong><em>IONOS:<\/em><\/strong>\u00a0<strong>Level Up (Self or Professional Services Implementation)<\/strong>\u00a0\u2013\u00a0Achieving a 68% increase in conversion rates, 15% fewer agent-assisted chats and a 20% drop in\u00a0average handle time, IONOS\u00a0has 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.\u00a0Through the Genesys Cloud platform, the company deployed Predictive Engagement and\u00a0Genesys\u00a0Copilot. It\u00a0is exploring additional Genesys Cloud AI capabilities including\u00a0AI-powered virtual agents, advancing to Level 3 orchestration with system-generated conversations and seamless virtual-to-human transitions across digital and voice channels.<\/li>\n<\/ul>\n<ul style=\"text-align: justify;\">\n<li><strong><em>Lighthouse Works:\u00a0<\/em><\/strong><strong>Humanitarian Impact<\/strong>\u00a0\u2013\u00a0Improving 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\u00a0leveraging 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.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">During the Orchestrators Innovation Awards, Genesys also\u00a0<a href=\"https:\/\/www.genesys.com\/blog\/post\/genesys-announces-2025-orchestrators-innovation-awards-winners\">recognised industry leaders<\/a>\u00a0for their exceptional contributions in helping to drive meaningful improvements in their organisations\u2019 customer and employee experiences:<\/p>\n<ul>\n<li><strong><em>Orchestrator of the Year (Supervisor or C-Suite): Rachel Papka, Steinberg Diagnostic Medical Imaging Centre<\/em><\/strong><\/li>\n<\/ul>\n<ul>\n<li><strong><em>Orchestrator of the Year (Supervisor or Team Lead): Brian Jones, Ascension<\/em><\/strong><em>\u00a0<\/em><\/li>\n<\/ul>\n<ul>\n<li><strong><em>Orchestrator of the Year (Agent): Noreen Mcloughlin, ACC New Zealand<\/em><\/strong><\/li>\n<\/ul>\n<ul>\n<li><strong><em>Orchestrator of the Year (Developer): Lucas Woodward, OVO Energy\u00a0<\/em><\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">The 2025 Genesys Orchestrators Innovation Awards celebrate two decades of innovation in customer experience\u00a0and spotlight what\u2019s ahead, a future shaped by purpose-driven technology and human connection. This year\u2019s winners are setting a new benchmark for what\u2019s possible when organisations align their values with visionary execution.<\/p>\n<p><strong>About Genesys<\/strong><\/p>\n<p style=\"text-align: justify;\">Genesys\u00ae empowers more than 8,000 organisations worldwide to create the best customer and employee experiences.\u00a0 With agentic AI at its core, Genesys Cloud\u2122 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\u00a0<a href=\"https:\/\/www.genesys.com\/en-sg\">https:\/\/www.genesys.com\/en-sg<\/a>.<\/p>\n<p style=\"text-align: justify;\">\u00a9 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service and AppFoundry are trademarks, service marks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.<\/p>\n<p><strong>Media Contacts<\/strong><\/p>\n<p>Manali Pattnaik<\/p>\n<p>Director APAC Communications, Genesys<\/p>\n<p><a href=\"mailto:manali.pattnaik@genesys.com\">manali.pattnaik@genesys.com<\/a><\/p>\n<p>+65 83217924<\/p>\n<p>&nbsp;<\/p>\n","pr_header_image":"default","pr_related_news":"auto","pr_promo_resource":"post","pr_promo_button_label":"","pr_promo_new_tab":false,"disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":""},"news_date":"2025-09-09","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/599152","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/728"}],"version-history":[{"count":2,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/599152\/revisions"}],"predecessor-version":[{"id":599154,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/599152\/revisions\/599154"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=599152"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}