At a time when every brand wants to talk about “customer obsession,” some companies are actually doing something about it. At Xperience 2025 in Nashville, Genesys announced the winners of its 2025 Orchestrators Innovation Awards, celebrating organizations that are pushing customer and employee experiences into the AI-powered future.
The honorees—ranging from consumer goods firms to humanitarian nonprofits—showcase how Genesys Cloud AI is being used to streamline service, empower employees, and connect digital journeys in smarter, more human ways.
From Retail to Renewable Energy: Who Won and Why
This year’s winners demonstrate just how wide-ranging “experience orchestration” can be:
- Aterian retooled its fragmented systems by migrating to Genesys Cloud, cutting total cost of ownership by 65% and leveling up to orchestration maturity with custom AI tools layered on top.
- Computacenter turned a cloud migration into a sustainability win, cutting physical infrastructure and lowering emissions while improving flexibility.
- emtelco went from 800,000 to over 5.3 million digital interactions in a single year with its SophIA voicebot, powered by Genesys AI, reducing misroutes and boosting containment.
- ENGIE slashed after-call work by 45 seconds and complaints by 120%, while raising NPS scores 75%. AI tools like Genesys Copilot and Workforce Engagement Management helped transform employee experience.
- Harambee Youth Employment Accelerator handles 1.4 million interactions annually, helping 5 million South Africans access opportunities with AI-powered workflows and routing.
- IONOS unified service operations across 12 countries, seeing a 68% jump in conversions and fewer agent-assisted chats.
- Lighthouse Works reinvented CX accessibility for visually impaired agents with custom screen-reader integrations on Genesys Cloud, cutting average call handling time and raising service levels.
Genesys also honored standout individuals: Rachel Papka (Steinberg Diagnostic Medical Imaging Center) took home Orchestrator of the Year (C-Suite), while team lead Brian Jones (Ascension), agent Noreen Mcloughlin (ACC New Zealand), and developer Lucas Woodward (OVO Energy) were each recognized for their frontline impact.
The Bigger Picture
Scott Cravotta, Genesys’ chief customer officer, framed the awards as more than tech accolades: “Transformation begins with strategy, but it’s technology applied with purpose that turns it into reality.”
It’s a reminder that experience orchestration—Genesys’ umbrella term for blending AI, automation, and human service—isn’t just a software trend. It’s increasingly a maturity model, one that Genesys describes in six levels, from basic efficiencies to fully predictive, emotionally intelligent service.
With companies like ENGIE and Aterian climbing those levels quickly, the awards double as a preview of what future customer experiences could look like: AI-driven, cloud-native, but still deeply human.
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