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    When a contact center became a lifeline, she kept it running.

    Norma Adriana Delgado
    Digital Platforms Manager, Telefónica

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  • Don’t break the rules, change them

    See how Ingrid changed the rules to help a customer. This is what the CX Heroes program is all about.

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    There are heroes among us

    Every day there are customer service agents who go above and beyond to make a real difference in people’s lives. They are the CX Heroes.

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Meet the CX Heroes

Norma Adriana Delgado - Telefonica

Norma Adriana Delgado


Norma acted quickly to care for her coworkers and customers when the city shook during an earthquake.

Jenny Koebrugge - Rabobank

Jenny Koebrugge


Customer service rep, Jenny Koebrugge, is used to customer requests, but holiday planning isn’t among them. Learn how Jenny saved a holiday for one Rabobank customer.

Hanneke van Eerden - Cendris

Hanneke van Eerden


While Hanneke’s title is customer contact specialist, she’s a whole lot more than that – she’s a life saver. Literally.

Saif Jehangir Sayed - Emirates Post

Saif Jehangir Sayed

Emirates Post

Saif is no stranger to solving problems. But when a customer called in tears, Saif knew he could help – he just didn’t know how.

Jacob Dalnäs - Sappa

Jacob Dalnäs


Jacob is a sales rep at AB Sappa, a company known for its amazing customer service. Learn how he lives the brand.

Andrea Balitewicz - Butterball

Andrea Balitewicz


Andrea saves holidays for countless would-be cooks. She keeps her cool when holiday tensions heat up.

CX Hero Ingrid Skjærseth

Ingrid Skjærseth


Helping others plan vacations is something Ingrid loves, except when policies get in the way of allowing people to travel freely.

CX Hero Ingrid Skjærseth

Marco Rossi


Marco doesn’t just work in CX, he lives it. As a team supervisor for Swisscard, Marco took matters into his own hands to solve a customer problem.

CX Hero Thapelo Kwenane

Thapelo Kwenane

Harambee Youth Employment Accelerator

Thapelo is a contact center advisor for Harambee Youth Employment Accelerator and with a single phone call he changed the life for one fortunate person.

Cx hero nichole martin

Nicole Martin


On the last business day before Christmas at MyBudget, Nicole Martin answered a call from a frantic customer. It was up to Nicole to save Christmas for the family.

Cx hero kate kuehn

Kate Kuehn

Crisis Services Canada

Kate is a responder for Crisis Services Canada and provides support for individuals in distress, crisis or those who may be experiencing suicidal thoughts.

Cx hero caique augusto da mata

Caique Augusto da Mata

Bradesco Next

Caique Augusto da Mata answers many chat sessions during his day at Bradesco Next bank. But in only one did he rescue a client’s romance.

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Share your story and win a trip for two.

Tell us a great story about great service and let’s celebrate the power of amazing customer experience.

Entering is simple. Just fill out the form below and share a personal story or one from a colleague and if we select it as a winner we’ll be in touch. Remember, we’re looking for amazing stories!

CX Heroes will be announced throughout the year and featured on the Genesys blog as well as Each year, we select six grand prize winners —three winners will attend our customer event in the US and three will attend our customer event in Europe.

All grand prize winners receive airfare, hotel and registration fees for them and a work colleague to share in the experience. The first step is nominating yourself or a colleague.

Get started now and help us share the power of amazing customer experience.


Kate Kuehn helps others in their most desperate hour.

Learn how her journey makes that happen.

Dive in deeper

Explore more information on CX Heroes and amazing customer experience.

Cx heroes infographic turkey

CX Heroes Infographic

See how turkey experts served up solutions to holiday meal dilemmas.

Cx hero podcast

CX Heroes podcast

Not all heroes wear capes. Some heroes wear a headset and take calls to help people in need.

Cx hero infographic

CX Heroes Infographic

Learn how a bank employee went above and beyond to save a customer’s relationship.

Cx hero best practices

CX Best Practices

Read this ebook and see how to turn your customer service agents into customer experience heroes.

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CX Heroes Infographic

Here’s how Nicole went above and beyond to brighten her client’s holiday.

Share this contest with your friends.

It’s time to recognize the hard work that customer service agents do. Share this contest on your social networks and help us spread the word. The CX Heroes program is our way to recognize and reward the good deeds agents are doing — all over the globe. Spread the word. Tell a friend – or a thousand.