Deloitte Digital Announces Strategic Alliance With Genesys to Help Organizations Elevate Customer Experience

NEW YORK, Feb 25, 2025 — Deloitte Digital and Genesys®, a global cloud leader in AI-Powered Experience Orchestration, today announced a strategic alliance to enhance clients’ ability to scale loyalty-building customer experiences (CX) and accelerate value from the technology investments. Through this collaboration, Deloitte Digital and Genesys are working together to help organizations turn customer experience into a business differentiator through connected, personalized interactions across the enterprise and multiple engagement channels, including voice, email, chat, social media and more.

Deloitte Digital and Genesys aim to help clients address unmet needs within the contact center and beyond, such as long wait times for service, poor communication about status, and complexity around navigating organizational processes and siloes. By focusing on personalization, journey management, omnichannel integration and continuous optimization businesses can build strong, lasting relationships with their customers and stand out in a competitive market.

“Customer experience remains a boardroom priority because it provides a distinctive advantage for the businesses that understand its importance and do it right,” said Dounia Senawi, chief commercial officer, Deloitte Consulting LLP. “Our collaboration with Genesys blends the power of technology and experience to help ensure each customer interaction is seamless, which is important for establishing trust, fostering loyalty and driving long-term success."

Through the scalability, flexibility and extensibility of the Genesys Cloud® platform offering integrations with various enterprise systems, Genesys empowers organizations to scale end-to-end personalized customer experiences by coordinating technology, interactions and touchpoints. By combining Deloitte’s experience in helping clients apply innovative solutions, advanced technology and deep data insights to elevate experiences with the AI-powered orchestration capabilities of Genesys, the collaboration aims to help organizations propel their digital transformation and drive ROI faster.

“Every brand is in the experience business whether they recognize it or not,” said Larry Shurtz, chief sales officer, Genesys. “By combining our collective insights and track record in enabling organizations to optimize their customer experience for tangible business impact, Genesys and Deloitte Digital bring clients a trusted collaboration that can improve speed to value. We believe our work together will go a long way in helping organizations harness the transformative power of cloud and AI orchestration capabilities to deliver differentiated experiences at scale.”

Deloitte Digital was awarded the 2024 Genesys Global Influence Partner of the Year, underscoring its leadership in emerging solutions and differentiators in the market. The organizations are currently working on several programs together, including innovative initiatives at the intersection of CX Cloud, GenAI solutions and cloud migration/optimization.