Celebrating CX Innovators finding a better way to put customers first.

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People’s Choice Award.

CX Innovator Award.

CX Ecosystem Award.

AI Innovator Award.

CX Digital Transformation Award.

CX Rookie of the Year Award.

CX Business Impact Award.

CX Revenue Leader Award.

CX Social Impact Award.

CXcellence Award.

2022 CX Innovator Awards Winners & Honorable Mentions.

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This is the second year announcing our People&#8217;s Choice Award! This award is given to companies on behalf of the Talkdesk Leadership Team that are setting the example for a better CX.
<img decoding="async" loading="lazy" class="aligncenter wp-image-74205" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-people-choice-badge.png" alt="Cx People Choice Badge" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-people-choice-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-people-choice-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-people-choice-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-people-choice-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-people-choice-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

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Winner
Alignment Health is a tech-enabled Medicare Advantage company that is championing a new health care experience for seniors. Alignment delivers this experience through its Medicare Advantage plans to meet the health care needs of individual seniors across the United States. The company leverages its proprietary technology platform, AVA®, and its high-touch, tailored clinical care model to provide members’ with care as it should be: high-quality at a low cost, and elevated by a great consumer experience. Alignment has built its proprietary Consumer Experience and Care Navigation System by leveraging Talkdesk CX Cloud to ensure its members get the help and information they need and enable 24/7 access to high-quality care. Alignment Medicare Advantage plans are consistently ranked for exceptional quality by both the Centers for Medicare &amp; Medicaid Services and its members, with a Net Promoter Score (NPS) of 64 in 2021 — nearly double the average NPS in the category based on data collected and made publicly available by Customer Guru.

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Winner
Hunter Douglas has been the world’s leading manufacturer of window coverings since 1919, producing some of the most innovative product breakthroughs in the industry. They’ve created the first and only Retail Alliance Program and are proud to partner with over 100,000 retail customers worldwide. With Talkdesk, Hunter Douglas was able to quickly identify and adjust routing and message changes which increased their ability to pivot as business needs changed. Hunter Douglas reduced overall transfers by 20% and reduced administrative debt by 73% after implementing several IVR changes – a significant improvement from previously having to redirect over 700 misdirected calls per month.

Celebrating companies that have uniquely leveraged Talkdesk technology, either as a standalone or in combination with Talkdesk partners and/or other technology, in innovative ways to solve CX and contact center challenges and deliver best-in-class CX.
<img decoding="async" loading="lazy" class="aligncenter wp-image-74265" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-innovator-badge.png" alt="CX Innovator" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-innovator-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-innovator-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-innovator-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-innovator-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-innovator-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

North America Winner
Alorica is a trusted global provider of next-gen customer experience (CX) solutions as an Outcomes as a Service (OaaS) company. In March 2021, they launched a partnership with Talkdesk focused on omnichannel capabilities, uniting the Talkdesk industry-leading cloud contact center solution with Alorica’s team of technologists and operators to provide seamless integrations between customer interactions and the Talkdesk platform. Since launching the partnership, they have deployed multiple customer engagements including solutions for a retail home products company, a skincare company, a media company, and a sports company. AI solutions are paramount to helping provide agents with the right information or action at the right time; using offerings like Talkdesk Knowledge Management and Talkdesk Agent Assist have helped Alorica provide clients with AI-powered semantic search technique use cases to deliver results to agents with precision and speed. Customers that have deployed Talkdesk have maintained their previously high levels of customer satisfaction and now have added cost-effective capabilities to improve the customer experience. Agents using the Talkdesk platform often provide high NPS scores, and have shared anecdotal feedback that the new platform functionality and capabilities help them do their job faster and easier.

North America Winner
Founded in Washington state in 1917, WaFd Bank is a retail and commercial bank operating more than 200 branches with $20 billion in assets. After redesigning their online banking platform, they needed to modernize their contact center, moving from an on-premise, high-maintenance Cisco solution with dated features that would not enable the bank to scale while delivering on their vision of providing a superior customer and user experience using state-of-the-art technology and ease-of-use tools. With Talkdesk Financial Services Cloud the bank invested in a purpose-built automation first CX platform and leveraged their existing investment with Amazon Lex. With this partnership the bank transformed their customer experience while also significantly accelerating time to value for their investment. As an example, traditionally a balance inquiry would take up to 4.5 minutes to complete. With Talkdesk, customers authenticate themselves via voice biometrics (using Talkdesk Identity) and can get their balance in 28 seconds, a reduction of almost 90%. The bank is poised to realize potential cost savings around $1M annually with a conservative estimate of 20% of call deflections for the voice authentication component alone. Chief Technology Officer, Dustin Hubbard stated, “We’re excited to bridge the gap between our bankers and customers with the help of great technology. By innovating, we’re able to reduce fraud, anticipate needs, and help make WaFd a digital-first bank.”

North America Honorable Mention
The Inside Sales Lab at the Tippie College of Business, University of Iowa is an innovative approach to education that gives students hands-on sales experience while providing a sales and marketing resource to partner businesses- all while capturing data for research. The program runs an outbound call center that provides sales support to startups and other medium-sized businesses. Specially trained business students work in the lab as sales interns–they analyze and clean prospect data, determine which prospects are optimal customers, and they engage in meaningful sales dialogues.  The lab needed a better solution for students and research data- and they turned to Talkdesk CX Cloud. The sales lab doesn’t have weeks or months to get someone up to speed &#8211; Talkdesk is intuitive enough that students can look at the program and know how to use it.  The Talkdesk for Salesforce integration is key when it comes to building contact lists, making notes and tagging, and transferring data seamlessly. Talkdesk gives the program the ability to leverage an enterprise-grade customer experience to better engage with the business community, collect their own data, and advance business achievement for their students.

EMEA Winner
Indie Campers, the go-to campervan Marketplace for road trips, operating across Europe and the US, was experiencing unsatisfactory quality, dropped calls, and missed calls &#8211; limiting their ability to provide a positive customer experience. Their CX vision is to empower customers with the freedom to travel while providing a 5-star experience before, during, and after their journey. They are currently integrating with Zendesk, Slack, and the sales CRM Pipedrive. By ensuring all employees are using Talkdesk and have access to Zendesk, they can develop a 360-degree view of the customer experience and improve efficiencies across the business. The Talkdesk for Slack integration-by setting up the right alerts, they&#8217;ve been able to reduce their average wait time by half to just 10 seconds, ensuring customers are getting in touch with the right person a lot faster. This workflow has helped reduce their average handle time to nearly three-and-a-half minutes, closer to their target. One area they&#8217;re innovating is their formal voice of the customer program by using Talkdesk Feedback, which helps them capture, analyze, and act on their customer feedback.

LATAM Winner
Banco Azteca is one of the most important financial institutions serving over 1,990 points of contact across Mexico, and 4 countries overall. With so many customers at different interaction points-–in-person and online&#8211;Banco Azteca has developed an ambitious and customer-centric transformation program looking to achieve high efficiency in its operations and take care of its customer experience. Banco Azteca&#8217;s roadmap includes an omnichannel ecosystem and a CRM integration that has allowed them to increase in value and effectiveness. Talkdesk Interaction Analytics and Talkdesk AI Trainer in Spanish helps to detect call sentiment. Talkdesk Sensors AI assist in fraud prevention providing a secure experience for customers–eliminating risk by detecting fraud attempts through data validation by phone, generating a risk scoring. Banco Azteca is also evaluating voice biometric authentication to secure and simplify the customer experience.

APAC Winner
Empowering customers has always been Whitehat Jr&#8217;s goal, Talkdesk is vital in doing so. Giving customers the tools to solve issues quickly on their own makes for a happy customer. Being able to log tickets with a Zendesk tag, ensures tickets get to the right person immediately. Studio flow is very versatile, allowing Whitehat Jr to cater to many customer requests in one region. The IVR is smart enough to route calls within open calling hours to the right team, based on the request. Offering the call-back feature helps Whitehat Jr not lose customers, which is huge. NPS ratings are better: 75% up in the last three quarters. Automations reduce operations costs. Whitehat Jr were spending about $3-$4 on support per class, but now thanks to automations, costs have been reduced by 60%.

Celebrating companies who have successfully deployed Talkdesk with a partner (or a partners solution) to deliver exceptional customer experience. This category is open to all Talkdesk ecosystem partners including Cloud Distributors, Resellers, Strategic Alliances, and AppConnect partners.
<img decoding="async" loading="lazy" class="aligncenter wp-image-74264" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ecosystem-badge.png" alt="CX Ecosystem" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ecosystem-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ecosystem-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ecosystem-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ecosystem-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ecosystem-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

Winner
What sets alarm.com apart is their ability to create a “best in the world” experience for customers, resellers, and internal employees. Alarm.com often mentions that “they’re a call center without being a call center,” meaning, they are focused on educating resellers and agents while providing the best possible experience for everyone involved. In November 2020, alarm.com implemented Talkdesk to reduce occupancy and handle time with the hope of increasing efficiency and customer satisfaction. Since then, alarm.com has seen a significant increase in positive CSAT response rate by 15%. They’ve also seen a decrease in their After Call Work time for their agents which has made a significant impact on their ability to more quickly answer the calls from their 6,000+ security partners. Alarm.com has a strong integration with Salesforce and Slack which has helped them create a fully integrated technology stack. This allows our company to have a seamless and unified experience across departments and, in turn, create the best CX.

Honorable Mention

Celebrating companies that have adopted Talkdesk AI products to optimize their contact center(s) and improve customer and agent experience.
<img decoding="async" loading="lazy" class="aligncenter wp-image-74261" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ai-innovator-badge.png" alt="CX AI Innovator" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ai-innovator-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ai-innovator-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ai-innovator-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ai-innovator-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-ai-innovator-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

Winner
Carbon Health, #18 on the Top 100 Healthcare Technology Companies of 2022,is a modern healthcare company offering hybrid care for easier everyday health. Combining custom technology with an expert care team, Carbon Health reaches patients in-person, virtually, and everywhere in between. Their patients interact with them in so many ways: from on-site reception to nursing staff to doctors and all things back-office—all of it is important and needs to work together. During the height of the COVID-19 pandemic, Carbon Health experienced a massive influx of patients needing help with COVID tests, vaccines, and travel clearances—their clinics were overwhelmed. Overnight, they went from 3,000 phone calls to 18,000 a day—a 500% increase. Centralizing support was, and is, essential to freeing up clinic time and improving the overall patient experience. With a viewpoint that technology is a means to remove boundaries to healthcare, they needed to move from legacy software that limited what they could automate to a scalable contact center platform.  Talkdesk CX Cloud and Talkdesk Phone provide a flexible foundation for better call distribution, with clinic answer rates increasing from 50% to 70% on average because of the reduced volume of calls. Talkdesk Virtual Agent empowers patients to leverage AI for self-service and quick responses, without having to call into the call center or clinic. Additionally, Talkdesk Virtual Agent helps train the system to respond to the individual caller, ultimately building a differentiated, personalized patient experience. With the virtual assistant as our first point of contact, callers don’t have to wait on hold to get an answer to a simple question, such as the price of a COVID test.

Honorable Mention
Humach’s mission is to apply the right expertise and technology allowing their clients to best serve their customers. Humach’s customers are experts in their respective businesses, not AI; they engage Humach to provide exceptional CX through the intersection of humans and machines. One of their customers, a leading theme park entertainment company with several locations across the US with over 400 FTE’s, was experiencing a surge of engagement. Without an increase in budget for labor costs, they were looking for ways to respond to more customers, deliver consistent messaging, and increase sales revenue for the contact center. To provide a fully functional omnichannel platform with digital agents, Humach implemented Talkdesk Virtual Agent Voice and Chat for their customer to handle common inquiries, to reduce queue times and improve overall CX. Applying AI in this use case is measured in decreasing queue times and abandon rates; less volume sent to agents means more service for those that need to speak to an agent.  Their customer expects to offset 16% or more of the overall call volume through automation within the first 9 months with a goal of an overall 30% reduction by the end of the first annual term.

Celebrating companies that have successfully embraced digital transformation as a strategic differentiator.
<img decoding="async" loading="lazy" class="aligncenter wp-image-74263" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-digital-transformation-badge.png" alt="CX Digital Transformation" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-digital-transformation-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-digital-transformation-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-digital-transformation-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-digital-transformation-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-digital-transformation-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

Winner
Indie Campers, the go-to campervan Marketplace for road trips, operating across Europe and the US, was experiencing unsatisfactory quality, dropped calls, and missed calls &#8211; limiting their ability to provide a positive customer experience. Their CX vision is to empower customers with the freedom to travel while providing a 5-star experience before, during, and after their journey. They are currently integrating with Zendesk, Slack, and the sales CRM Pipedrive. By ensuring all employees are using Talkdesk and have access to Zendesk, they can develop a 360-degree view of the customer experience and improve efficiencies across the business. The Talkdesk for Slack integration-by setting up the right alerts, they&#8217;ve been able to reduce their average wait time by half to just 10 seconds, ensuring customers are getting in touch with the right person a lot faster. This workflow has helped reduce their average handle time to nearly three-and-a-half minutes, closer to their target. One area they&#8217;re innovating is their formal voice of the customer program by using Talkdesk Feedback, which helps them capture, analyze, and act on their customer feedback.

Winner
LegalShield is innovating and disrupting the traditional legal system; a system that is expensive, complicated and time consuming. Through technology and their provider law firm network, legal access is now simple, easy and affordable. The company recently started a comprehensive digital transformation of their Contact Center focused on increasing operational efficiency, streamlining technology and delivering actionable business insights, and improving the customer, associate, and agent experience. Their partner, Cloud Communications Group, recommended Talkdesk as an innovative vendor that would enable them to achieve their digital transformation objectives by providing a cost-effective, scalable platform with multiple self-service and low-no code tools. Since deploying Talkdesk and integrating it with their CRM, they now have the ability to route the calls to the right agent and agents have more relevant data on callers, increasing first contact resolution and agent confidence.

Honorable Mention
Given the nature of healthcare, it&#8217;s extremely important for Glintt, Global Intelligent Technologies to respond as quickly and effectively as possible to their customers. Glintt needed an improved contact center solution to better serve the more than 2.500 pharmacies in Portugal, 600 clinics and 430 hospitals, that use their solutions and services 24/7. Glintt chose Talkdesk because it offered faster responses, a cloud-based solution and strong reporting functions on contact center agent workflow. In the first seven months of 2022 they have already reduced the average waiting time by around 30 seconds, the number of abandoned calls by 4% and increased the SLA by 22%. They added an algorithm that routes customers to local agents, this is a powerful use of AI that they&#8217;ve found incredibly helpful. Customers feel better understood when speaking with local agents, and they leave on a happier note. Glintt also achieved more insight into agent availability and other metrics, which helps drive optimal staffing.

Celebrating companies that have successfully implemented Talkdesk technology and exemplify CX excellence by achieving a rapid deployment and quick return on investment. This award is available to customers that have implemented Talkdesk in the past 12 months (May 2021 to present).
<img decoding="async" loading="lazy" class="aligncenter wp-image-74267" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-rookie-badge.png" alt="CX Rookie" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-rookie-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-rookie-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-rookie-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-rookie-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-rookie-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

Celebrating companies that have optimized their contact center(s) and had a positive impact on their business (e.g., enhanced CX, improved metrics, increased sales, higher NPS score, etc).
<img decoding="async" loading="lazy" class="aligncenter wp-image-74262" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-business-impact-badge.png" alt="CX Business Impact" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-business-impact-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-business-impact-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-business-impact-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-business-impact-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-business-impact-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

Honorable Mention
Gant Travel&#8217;s CX vision is to become their customer&#8217;s last best experience. Gant realized the need to recognize their customers at a deeper level than what a dialed number and basic Caller ID/CRM would provide. Agents were already using contact information to greet customers by name, but in the corporate travel industry travel patterns and frequency for their customers differed. Gant Travel began to create “persona” levels for customers in Salesforce, leveraging the integration to “persona” assigned to callers to route them to their respective ring groups. Since the persona roll out, NPS scores for certain segments increased by 87% the following month (to 40.0) and have remained increased. Along with personas for travelers, they recognized that travel disruptions can be stressful for customers so they found a way to identify callers in the IVR who were currently traveling/traveling in the next 24 hours and route them to a special ring group which allowed for priority service; this accounts for 30-40% of inbound call volume daily and these calls are answered in a minute or less. Talkdesk Interaction Analytics analyzes each customer interaction for emotions, sentiment, call drivers, and technical issues; the results are then imported into the CRM so agents can leverage the information in future interactions to tailor more productive conversations and ultimately resolve customer needs more effectively. Talkdesk enabled Gant Travel to take unstructured call volume and turn it into persona based data that allows them to act on caller trends, staff based on best fit for a particular persona, and improve travel experiences.

Celebrating companies who have successfully impacted CX to drive enterprise growth and profitability.
<img decoding="async" loading="lazy" class="aligncenter wp-image-74266" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-revenue-leader-badge.png" alt="CX Revenue Leader" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-revenue-leader-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-revenue-leader-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-revenue-leader-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-revenue-leader-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-revenue-leader-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

Winner
JK Moving Services, the 2021 Independent Mover of the Year, needed to move beyond their legacy PBX and call center solution that offered little visibility into call traffic. The team was unable to call back customers who hung up before reaching an agent or leaving a message, resulting in a 64% abandonment rate. The team lacked solid metrics to track accountability, and there were no call recordings or quality assessments which limited their ability to improve sales performance with coaching. This resulted in a low rate of lead follow ups and close rate of new customers as well as aoss of new business. By adding Talkdesk CX Cloud to their sales process, automatic callback options resulted in a 41% increase in first contact resolution.Talkdesk Studio flows for voicemails lowered supervisor escalations by 30% as agents can now respond quickly.  The increase in the number of agents to handle growing call volumes led the team to move from spreadsheet-based scheduling to Talkdesk Workforce Management. This has helped to increase revenues by 74% and repeat business has risen dramatically.

Celebrating companies that make a lasting, positive impact in their communities and the world. Examples of applicable impacts include companies that champion diversity, equality and inclusion initiatives, raise global awareness of social injustices, or engage in community and environmental giving.
<img decoding="async" loading="lazy" class="aligncenter wp-image-74268" src="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-social-impact-badge.png" alt="CX Social Impact" width="360" height="183" srcset="https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-social-impact-badge.png 2280w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-social-impact-badge-1536x781.png 1536w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-social-impact-badge-2048x1042.png 2048w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-social-impact-badge-1140x580.png 1140w, https://infra-cloudfront-talkdeskcom.svc.talkdeskapp.com/talkdesk_com/cx-social-impact-badge-570x290.png 570w" sizes="(max-width: 360px) 100vw, 360px" />

Winner
Patagonia is a global leader for social impact initiatives. Their company mission statement is: “We’re in business to save our home planet” and they back that up with action. As the first Certified B-Corp in California, they are dedicated to radically reducing carbon emissions by transforming how they make their products and by doubling down on work to help communities get off fossil fuels and protect nature, the original climate solution. Since 1985, Patagonia has pledged 1% of sales to preserving and restoring the natural environment, awarding over $140 million in cash and in-kind donations to domestic and international grassroots environmental groups that are making a difference in local communities. Patagonia believes living wages are a fundamental human right, and as a founding member of the Fair Labor Association (FLA), they have embedded living-wage standard in their code of conduct and developed an approach to improving wages in their partner factories. With the hopes of doing even more, the founders of Patagonia recently restructured the company ownership, allowing Patagonia to preserve the ethos of the company while dedicating 100% of profits to fighting the climate crisis.

Winner
As a 40-year-old independent moving and storage company built from the ground up, JK Moving Services always has put giving back to the community service at the core of who they are. Recognizing that hunger was a real need right in their backyard, which is in Loudoun County, VA, they launched the JK Community Farm in 2018 to help those struggling with food insecurity. This 501(c)(3) organization provides those facing hunger with fresh, organic fruit, vegetables, and protein all while focusing on regenerative agriculture. Today, the JK Community Farm is the nation’s largest chemical-free nonprofit farm donating 100% of what they grow to those in need – about 230,000 pounds each year. The company also actively hires US veterans, has an employee Diversity Council that was established to focus the company’s diversity, equity, inclusion, and belonging (DEI&amp;B) efforts, and has a steadfast commitment to sustainability. By using green moving practices with every move, they’ve saved over 4.5 million pounds from landfills each year—more than the weight of at least 150 elephants. For example, moving blankets are made from recycled fabrics, driver and fuel tax reporting logs are paper-free, motion sensors help control lighting and conserve energy throughout its facilities, and oil from its trucks are reused to heat its machine shop.

Celebrates contact center agents who have demonstrated consistently outstanding customer service and have positively impacted their team/organization. Agents should be nominated by a supervisor or administrator.
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Winners
Erica Millspaugh, Clay Hilte and Oskar Zhang.

Winners
Allison Carroll, Member Advocate, MaxorPlus, has demonstrated tremendous initiative by creating and delivering training and handling complex member situations. Allison identified a gap in handling of a complicated product offering, and without hesitation jumped in to create and deliver numerous training sessions. She has become the go to team member for this service offering, and due to her dedicated work, Maxor has made significant strides in customer service and a reduction of escalated issues.

Winners
Melissa Sandoval, Member Advocate, MaxorPlus, takes her role very seriously and her passion for service extends to everyone she works with as well as our members and partners. She recommends solutions to problems, supports her peers, and is a highly reliable customer-focused individual. Melissa serves as a Peer Coach to actively share best practices, call handling tips and ways to deliver elevated member service. Typical of Melissa’s service, she takes ownership of every call and works tirelessly on behalf of members, as demonstrated in one recent example where she provided a one-call resolution to a doctor&#8217;s office, speeding the process for the member.

Melissa Sandoval, Member Advocate, MaxorPlus

Winners
Monica Sobrini, Guest Relations Senior Specialist, HomeToGo, is an agent who, on a day-to-day basis, tackles any task with dedication, focus, empathy, and openness to learn and evolve. Monica not only takes care of customers daily but also makes a tremendous positive impact on our team and organization with her ideas and participation in several projects. She volunteered to take over the programming of our new chatbot, and now leads the automation side of customer service. She also applies new ways of thinking by leading pilot projects such as the &#8220;Customer Persona&#8221; one. Monica is also an excellent example of collaboration with internal teams within the company. Her flexibility and willingness to help make her an amazing agent.

Winners
Martina Lehmann, Guest Relations Senior Specialist, HomeToGo, is very dedicated to her work, she is very experienced, knowledgeable, and takes the lead to improve how we are doing things. She deeply cares about our customers, and her colleagues, and is always happy to help and support us in the most positive way.

Winners
Joel Pereira, Senior Booking Specialist, Indie Campers, is a role model of the team. Extremely focused on achieving the right results. Understands his own limitations and works towards it to improve. Enjoys delivering training to peers and is always happy to try new things. Joel goes above and beyond in his approach on CX and is one of the pillars of the Customer Excellence team at Indie Campers.

CX Innovators Awards.

2022 CX Innovator Awards Winners & Honorable Mentions.

People’s Choice Award.

CX Innovator Award.

CX Ecosystem Award.

AI Innovator Award.

CX Digital Transformation Award.

CX Rookie of the Year Award.

CX Business Impact Award.

CX Revenue Leader Award.

CX Social Impact Award.

CXcellence Award.

People’s Choice Award.

Alignment Health

Hunter Douglas

CX Innovator Award.

Alorica

WaFd

University of Iowa

Indie Campers

Banco Azteca

Whitehat Jr

CX Ecosystem Award.

alarm.com

WaFd

AI Innovator Award.

Carbon Health

WaFd

Humach

CX Digital Transformation Award.

Indie Campers

LegalShield

Glintt

CX Rookie of the Year Award.

Carbon Health

LegalShield

CX Business Impact Award.

alarm.com

Gant Travel

CX Revenue Leader Award.

JK Moving

CX Social Impact Award.

Patagonia

JK Moving

CXcellence Award.

Coinbase

Allison Carroll, MaxorPlus

Melissa Sandoval, Member Advocate, MaxorPlus

Monica Sobrini, HomeToGo

Martina Lehmann, HomeToGo

Joel Pereira, Indie Campers