Sterling Communications partnered with Genesys to redefine its image from a traditional contact center software provider to a trailblazer in global customer experience (CX). Through strategic messaging and media training, Sterling showcased Genesys’ transformation, leveraging key milestones such as investments and acquisitions. This repositioning captured the attention of top-tier outlets, including Fortune, Reuters, Forbes, and The Wall Street Journal, alongside leading industry publications.
At the core of this transformation was a workshop led by Sterling that produced a unified messaging framework centered around a compelling mission: “To power the world’s best customer experiences, across every channel, on site and in the cloud.” This clarity was pivotal, manifesting in Genesys’ reimagined brand identity and its flagship CX17 event. With over 630 media mentions and 9,600 social media engagements, CX17 cemented Genesys as an industry leader, driving one-third of all CX market mentions — outperforming competitors.
Sterling’s contributions extended to thought leadership, securing placements like CMS Wire’s Welcome to the Brave New World of IoT-Powered CX and CIO Review’s Now is the Workforce of Our Discontent. This strategic storytelling not only boosted Genesys’ share of voice but also garnered 95% positive reporting, underscoring the success of Sterling’s communications strategy.