How MyCustomer helped Genesys pitch themselves to the mid-market


positioning Genesys as a thought-leader and to generate in-target leads.

the challenge

Well-known in the enterprise space, Genesys were keen to drive greater awareness of its solutions in the mid-market, and change the perception that it was primarily a provider for enterprise businesses.

To assist with this, Genesys needed a media partner that could increase its brand presence and demonstrate its expertise to the mid-market sector, as well as positioning Genesys as a thought-leader and solution provider within the wider industry. is Europe’s leading online resource for customer-focused professionals, with over 100,000 members.

The objectives


Identify and align solutions to specific problems.

Position Genesys as a thought leader

A brand who wants to understand challenges
within the mid-market sector

Surface insights and industry trends

Create relevant content that can generate leads

The Solution

Genesys worked closely with the MyCustomer editorial team to define a topic for bespoke content creation that could meet the objectives. After several detailed discussions between both parties, ‘customer experience technology trends within the contact centre sector’ was identified as the most impactful topic.

Created by MyCustomer managing editor Neil Davey, the report pulled upon
detailed research as well as interviews that the MyCustomer team conducted
with Genesys experts. Additionally, a foreword was also crafted by a Genesys
spokesperson to open the report.

Genesys provides customer experience and call centre technology to mid-sized and large businesses, providing both cloud-based and on-premises software that powers 25 billion of the world’s best
customer experiences each year.

our results

The co-branded report ‘Top 5 CX technology trends for midsize contact centres’ was published as gated content in August 2019 and was promoted on MyCustomer and via Genesys’ own channels, positioning Genesys as a thought-leader and to generate in-target leads.

client testimonial

“Genesys had the pleasure of working with MyCustomer for the first time recently on a bespoke report and we were incredibly impressed with the result. The report was exceptionally well-researched and written according to our brief, and delivered within the timeframes agreed. Working with MyCustomer has been a delight. The team are always responsive, professional, and keen to go the extra mile to achieve a positive outcome. I look forward to long-term partnership with them!”

Rhian Buller, Senior Field Marketing Manager, Genesys

Let’s work together

Learn more about how we can help your brand by filling out our form below to chat with a member of the Sift Team

We will never share your personal details.

read more of our latest case studies