Genesys announced preliminary results for the company’s fiscal year 2022 (February 1, 2021-January 31, 2022).
“This past fiscal year was record-setting for Genesys and evidence that our customers see our experience orchestration and thriving ecosystem as how they can deliver unique experiences at scale,” said Tony Bates, CEO and Chairman of Genesys. “While products and services are important, research shows that more than 80% of consumers see personalised experiences as the key to their brand loyalty and advocacy. That’s why many of the most-forward looking organisations in the world have already turned to us to help them rethink how they build lifelong relationships with their employees and customers.”
Organisations have turned to Genesys to navigate the loyalty-reckoning they are facing in today’s experience economy. Just one bad experience can lead a customer to a new brand — and cultures in where employees don’t feel valued or set up to thrive are contributing to the “Great Resignation.” The common thread behind this decline in loyalty is a lack of empathy. Too many organisations have yet to focus on people-centric experiences.
As the leader of Experience as a Service SM, Genesys is enabling organisations to transcend business centricity and scale empathy across their organisations to deliver positive experiences to customers, partners, and employees — and driving the trust and loyalty that sets them apart.
Fiscal Year 2022 Financial and Business Highlights
In fiscal year 2022, Genesys also vastly expanded its capabilities in digital, AI and experience orchestration, with the acquisitions of Bold360, Exceed.ai and Pointillist. Through these acquisitions, the company expanded its industry leadership with journey analytics and conversational AI for marketing and sales — unifying the customer experience across all touchpoints. Additional milestones included:
APAC Highlights:
o JALPAK, a travel agency that is a part of the Japan Airlines group, shifted to Genesys Cloud CX to better visualise its customer journey in real-time and improve the quality of its service;
o Tokopedia, a technology company with the leading marketplace in Indonesia, strengthened trust with its customers and sellers using the Genesys Cloud CX platform, ensuring service quality is executed in its optimum resulting in 10% increase in customer satisfaction score and 50% increase in SLA rates;
o As a China leading smartphone & IoT brand, the Global Service Center of Xiaomi, shifted to Genesys Cloud CX to provide empathy experience to meet their global customers’ personal requirements;
o The Proactiv Company, a market leader for skin care products in Japan, has streamlined its internal processes with Genesys Cloud CX in order to provide personalised customer care;
o Security Bank Corporation, one of the Philippines' leading universal banks with major businesses covering retail, corporate and business banking, migrated to Genesys Cloud CX to deliver truly connected and best in class customer experience;
o Tonik, the Philippines' first neobank, implemented Genesys Cloud CX to drive better user experience and scalability for its employees and increase business productivity while improving customer experience; and
o Other notable Genesys deals include one of the leading private universal banks in the Philippines, and in Japan, one of the largest electrical power companies, as well as a leading automotive insurance company with over 1000 agents.
Genesys was the first global customer experience organisation to launch cloud capabilities in India and enable businesses across all sectors to deliver more personalised digital-first customer experiences using Genesys Cloud CX
Genesys bolstered its Asia Pacific presence momentum with new appointments to its regional leadership team amid robust business momentum in the region. Assaf Tarnopolsky helmed the role as Senior Vice President and General Manager of APAC, and Stephen Hamill onboarded as Vice President, ASEAN and South Asia
Recognition of Genesys leadership by industry analysts was significant over the fiscal year, including being named a Leader in Workforce Optimisation Platforms by Forrester[i], North American Enterprise Cloud Contact Centre Market by Frost and Sullivan[ii], and a Leader in Conversational Intelligence by Opus Research[iii]. Genesys was named a Leader in 2021 Gartner®[iv] Magic Quadrant™ for Contact Centre as a Service.
“As much as CEOs and others talk about the importance of the customer experience, too few realise it isn’t merely a check-the-box static outcome; rather, it's a dynamic relationship that changes and morphs over time,” said Alan Webber, VP for CX research at IDC. “The result is that experiences that were good enough yesterday are unlikely to meet today's customer standards. Genesys is working with organisations to see how they can meet these heightened expectations and orchestrate experiences based on the context of each interaction across the enterprise. By adopting the foundation for a dynamic personalised experience, those companies are enabled to deliver the best experiences to their customers.”
Financial Discloser Disclaimer
The unaudited financial results for the fiscal year ended January 31, 2022 included in this press release are preliminary and represent the most current information available to management and are not a comprehensive statement of the financial results for the period discussed. Actual results may differ from the preliminary unaudited results included in this release due to the completion of the company's year-end financial closing procedures, including final adjustments, completion of the audit by the company's independent registered public accounting firm, and other developments that may arise between the date of this press release and the time that financial results for the fiscal year ended January 31, 2022 are finalised.