Case Study: Genesys achieves year‑round customer advocacy and scalable, human relationships with Influitive

How to Scale Customer Relationships the Human Way

Genesys, a global customer experience platform serving over 4,700 customers in 120 countries and orchestrating billions of interactions, needed a better way to scale customer advocacy. Its Genesys Customer Advocacy Program (GCAP) relied on manual spreadsheets and sales-driven outreach, producing a burst of engagement around the annual G‑Force event but little year‑round participation, transparency or measurable advocacy behavior.

By integrating Influitive to create the GCAP Hub, Genesys automated rewards, added gamified challenges and a customer-facing portal, enabling continuous, two‑way engagement. The result: steady monthly content and advocate participation, stronger cross‑team collaboration, measurable advocacy metrics and deeper, more human customer relationships that scaled beyond regional and event-driven limits.

Genesys

Patricia Lalisan

Customer Marketing Manager