Case Study: Genesys achieves a human-centric, hyper-personalized advocate experience at scale with Influitive

Building a Human-Centric, Hyper-Personalized Advocate Experience at Scale

Genesys, a leader in contact-center solutions that powers 70 billion customer experiences annually, needed to make its Genesys Customer Advocacy Program (GCAP) more visible, cohesive, and globally accessible. The GCAP hub had outdated branding, low internal awareness, limited multilingual support, and required new ways to engage advocates—especially during pandemic-driven virtual events.

By adopting Influitive, Genesys refreshed GCAP’s branding and landing page, added personalized onboarding and multilingual localization, and ran gamified virtual programs (Spirit Week, Xperience challenges) plus a user-group referral initiative. Integrations with Salesforce and ReferenceEdge streamlined workflows. The changes drove a 40% month-over-month engagement lift during Xperience programming, a 9% increase in user-group registrations, stronger advocate participation, and a more scalable, human-centric advocacy experience.

Genesys

Jenna Feldman

Senior Customer Advocacy Program Specialist