Genesys Xperience19 Underway in Denver

June 11, 20198min

Global household brands have been celebrated a mile above sea level in Denver, Colorado, at the Genesys Xperience19 event.

The three day summit in the shadow of the magnificent Rocky Mountains is taking place at the equally magnificent Gaylord Rockies Resort & Convention Centre, and is one of the planet’s biggest gatherings for presentations, workshops, and talks on the cutting edge developments that are changing the customer/brand relationship forever, for the benefits of both.

Kicking off on June 10, the opening day of Xperience19 also saw the global leader in omnichannel customer experience and contact center solutions, recognising leading brands including Microsoft, Swisscom, Coca-Cola Business Services North America, Whirlpool Corporation, and more during its 14th annual Customer Innovation Awards.

The awards celebrate nine global companies for using innovative approaches and technologies, such as the cloud and AI, to drive business performance and deliver great Customer Experience.

The finalists were evaluated by a panel of judges, comprised of respected industry analysts from IDC, McGee-Smith Analytics and Ovum, as well as past Customer Innovation Award winners, including Bradesco, Harambee and QuinStreet.

The 2019 honourees are:

Homecare Medical: The CX Game Changer (Making a difference with CX technology)

Homecare Medical achieved greater scalability by adding digital telehealth support channels, resulting in a 92 percent increase in annual interactions across voice, web chat, email, SMS, and social media.

Microsoft: The CX Globetrotter (Best global roll out)

Microsoft moved a complex legacy on-premises system to the cloud to provide a streamlined Customer Experience in 37 languages across 60 regions.

Swisscom: The CX Innovator (Best omnichannel implementation)

As one of the first Genesys customers to deploy its integration with Apple Business Chat, Swisscom unlocked messaging for consumers, shifting contacts from the company’s IVR and website. It tripled volumes within six months and thereby achieved efficiency gains by more than 10 percent.

Lowell Norway: The CX Mover (small, less than 100 agents – Best implementation: time to achieve value)

Lowell Norway streamlined its operations and processes by replacing unconnected, disparate systems with a Genesys solution, resulting in a 94 percent average response rate, 25 percent reduction in average call handle time, 90 percent first call resolution rate, along with 14 second drop in wait times.

Denmark: The CX Mover (mid-sized 101-500 agents – Best implementation: time to achieve value)

3, one of the largest mobile operators in Denmarkmoved to a cloud-based contact center, resulting in a 23 second decrease in queue time and a 10 percent increase in agent efficiency.

Coca-Cola Business Services, North America: The CX Mover (large – more than 500 agents – Best implementation: time to achieve value)

Coca Cola Business Services, North America has achieved a 50 percent reduction in TCO and 99.9 percent Day 1 system availability, with 75 percent of calls being routed to the right team the first time.

Affin Bank Berhad: The CX Sales and Marketing Performer (Best sales and marketing deployment)

Affin Bank Berhad moved from multiple systems to a single streamlined omnichannel Customer Experience solution from Genesys, enabling a 60 percent improvement in telesales performance, 84 percent reduction in call abandonment rates, 50 percent in agent productivity and $1 million in sales within five months of implementation.

Tokio Marine Management Australasia: The CX Team Player (Team productivity)

The multinational insurer has improved agent schedule adherence by 30 percent by deploying workforce management since moving its contact center to the cloud.

Whirlpool Corporation: The CX Visionary (Moving to Genesys from another platform)

Whirlpool, the global leader in appliance manufacturing, successfully migrated several disparate on-premises contact center software solutions to a single cloud-based omnichannel Genesys platform. Since deployment they have realized key operational metrics including a 50 percent reduction in call transfers due to smarter routing, improved average speed to answer by 90 percent, as well as, increased contact centre efficiencies overall.

Speaking of this year’s winning line-up, Merijn te Booij, Chief Marketing Officer at Genesys, said: “A highlight of each year is recognising our brilliant customers for their innovation and relentless focus on delivering the world’s best experiences.

“It never ceases to amaze me how businesses are creatively applying Genesys solutions to engage more seamlessly with customers, empower employees and reach targeted business objectives for revenue, sales, satisfaction and more. On behalf of everyone at Genesys, congratulations to all of the finalists and winners – and keep making every moment count.”

Follow the action at Xperience19 on social media using the hashtag #Xpr19.

Genesys is sponsoring the 2019 UK Customer Experience Awards, which are taking place in London on October 10. Click here for more information on how to enter.


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




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