Orchestrating Empathy: How Genesys India Champions Employee Well-Being for Exceptional CX by Prioritizing Mental Health in the Modern Workplace
The modern workplace places significant demands on employees. When organizations treat mental health as a core aspect of well-being, they create an environment where employees thrive. Leading firms like Genesys India are spotlighting the connection between employee wellness and outstanding customer experience (CX).
The Genesys India Approach to Employee Well-Being
On World Mental Health Day, Arpit Shelat, Director, Human Resources at Genesys India, shared an inspiring perspective:
“Mental health is just as vital as physical well-being — especially when daily pressures mount and emotions can feel overwhelming. At Genesys, we encourage our people to pause, reflect, and reach out for support when they need it. We prioritize employee mental well-being by offering confidential support through employee assistance programs that deliver personalised counselling, well-being webinars, health bytes, and 24/7 assistance. Additionally, we encourage open conversations with managers through one-on-one check-ins and our engagement forums like HR Connect help employees strengthen emotional awareness, nurture relationships, and build resilience. By fostering a culture of empathy and care, we not only empower our teams to show up authentically – for themselves, their colleagues, and the communities we serve – but also to fly in formation as One Genesys. Because when we take care of our people, we’re better equipped to orchestrate meaningful experiences for each other and our communities.”
— Arpit Shelat, Director, Human Resources, Genesys India
The Link Between Employee Experience and Customer Experience
Employee well-being and customer outcomes are deeply intertwined. When teams feel supported and safe, they engage more authentically with customers. Companies that cultivate psychological safety see higher engagement, better service metrics, and more satisfied customers.
Genesys India’s robust employee assistance programs, personalized counselling, and manager check-ins are not just perks—they are strategic investments in CX. By addressing emotional health proactively, Genesys ensures employees feel valued and equipped to help customers, even in high-pressure scenarios.
Building Emotional Resilience and Authentic Connection
Open conversation platforms like HR Connect allow employees to voice concerns, nurture their emotional intelligence, and foster supportive workplace relationships. This culture of care translates directly into every customer interaction. Team members who feel listened to can empathize more deeply with customers, driving more positive experiences and long-term loyalty.
Actionable Takeaways for CX and EX Leaders
- Make mental health visible: Prioritize mental well-being in leadership communications and business strategy.
- Invest in support structures: Provide confidential counselling, easy-access resources, and reliable employee assistance programs.
- Champion open dialogue: Train managers to check in regularly and foster an environment where candor and empathy are celebrated.
- Empower peer support: Facilitate forums where employees can share, reflect, and support one another.
- Measure and adapt: Monitor employee sentiment and engagement metrics, and refine programs to meet evolving needs.
Conclusion
Companies that care for their people, as Genesys India exemplifies, become better equipped to deliver exceptional value to customers and communities. Embedding mental health support into workplace culture makes CX more empathetic, resilient, and sustainable for the entire organization. CX leaders should take inspiration from such models to drive transformation in their own organizations, creating ecosystems where both employees and customers flourish.
