Keith Pearce, VP of Solution Marketing at Genesys, has always been asked by analysts to show them what brands are doing and how customers are using Genesys products to innovate the customer experience. As a result, the Customer Innovation Awards launched nine years ago.
“It’s been a great thing to be associated with,” Pearce told Loyalty 360. “At our analysts’ conference, it’s a great way to advance our argument with analysts around our industry position and have these customers recognized. The awards are a proof point, a merit badge, or trophy to bring back to their companies. We’ve literally seen our customers’ career paths accelerate because of this.”
Pearce said contest judges evaluate entries on five criteria – multichannel customer engagement; optimized resources; transformed infrastructure; optimized processes and workload distribution; and use of customer insights and overall innovation in the customer experience.
“There’s this notion of who will win and we provide entrants with recommendations,” Pearce said. “We give quantitative and qualitative feedback. The analysts love it because they always want customers to tell them what they’re doing. For customers, it’s like their shining moment. Customers love it. We have a lot of work to do to make this a more robust program. The nomination process needs to be cleaner.”
This year, the three winners of the Customer Innovations Awards were Emirates Airline, Stericylce, and Swisscom.
Emirates Airline, one of the fastest growing airlines in the world, uses Genesys’ virtual customer service solution to implement a fully connected, virtualized contact center. As Emirates Airline expanded, the company wanted to deliver personalized service for customers wherever they were in the world. The airline is now able to manage customer interactions with the best qualified resources across a global infrastructure, offering customers consistent customer access channels and providing global support in multiple languages in a virtual environment.
Stericyle, an industry-leading medical waste management and compliance company, needed to ensure customer concerns were addressed effectively. The company accomplished this by optimizing work task distribution to back office team members using the task priority and required skill set. Stericycle chose Genesys’ Enterprise Workload Management solution to create a global task list that assigned the right work to the right Stericycle person, ensuring timely customer response and clear organizational accountability. As a result, the company has significantly improved both their net promoter score and customer loyalty results.
Swisscom, Switzerland’s leading telecommunications provider, wanted to improve the customers’ experience while getting in contact with Swisscom and shift some of those interactions to web and social media. The company used Genesys’ mobile engagement solutions to provide an innovative alternative for customers to contact Swisscom on their mobile devices. Swisscom has since seen an increase in customers visiting the online self-service platform, a reduction in internal call transfers and improved customer feedback.