CX Innovators Awards.

North America Winner

Patagonia is a designer of outdoor clothing and gear for silent sports: climbing, surfing, skiing, snowboarding, fly fishing, and trail running. Patagonia’s products are useful, versatile, long-lasting, repairable, and recyclable—aligning with its mission of being in business to save the planet. In 2021, Patagonia implemented Talkdesk. This move was instrumental in streamlining its internal processes, improving agent experience, and facilitating data-driven decision-making. With Talkdesk, Patagonia has enhanced agent training, reduced call times by 1-2 minutes, and ensured a 100% uptime SLA. Patagonia is now empowered to make effective data-driven decisions, leading to improved CSAT scores and a significant decrease in missed calls. With Talkdesk, agent experience has improved, and managers can access detailed reports on agent productivity to enhance training and coaching, elevating the customer experience for all.

EMEA Winner

Pogust Goodhead is a leading international law firm headquartered in London, England. Its vision is to provide straightforward legal support that helps alleviate the challenges of complex legal processes—and the company knows it must be easily accessible to its clients to fulfill that vision. Serving 3+ million clients globally, Pogust Goodhead aimed to integrate its diverse channels into a unified platform for efficient, accessible, and AI-enhanced support. Implementing Talkdesk’s telephony solution and leveraging AI-driven tools like Talkdesk Studio™ and Customer Experience Analytics, Pogust Goodhead swiftly optimized client interactions, making calls more efficient and streamlining case management. The Talkdesk Dialer™ and Answering Machine Detection significantly boosted productivity, reducing costs by $750,000 annually. The impact on customer experience is profound. Talkdesk allows Pogust Goodhead to ensure accessibility for all clients, provide digital self-service options, and enhance agent preparedness through Talkdesk for Salesforce. Pogust Goodhead now offers a streamlined, efficient, and consistent client journey from initiation to resolution, contributing to positive sentiments even during challenging legal circumstances.

Winner

LegalShield has been transforming access to legal services since its founding in 1972. Today, LegalShield serves over 4.5 million individuals and 140,000 businesses. Its vision for customer experience is to go above and beyond for its members and nurture relationships between members and its network of qualified lawyers and law firms. In 2021, LegalShield started a comprehensive digital transformation of its contact center to increase operational efficiency, streamline technology, and improve member and agent experience. LegalShield launched standard contact center solutions with Talkdesk but quickly expanded into a full omnichannel service with social media, chat, email, and text capabilities. After one year with Talkdesk, LegalShield’s call volume rates have decreased by 10%. Chats (Sentiment) are increasing month over month, and most recently, the company saw an increase of 154% over YoY monthly averages. LegalShield has also seen a reduction in abandonment rates by 3.5% and improved service level stats by 4%. Using Talkdesk Studio™, the company has simplified IVR flows, decreasing the time needed for IVR change requests from an average of five days to one—an 80% improvement. LegalShield benefits from Talkdesk’s reporting tools, which help agents, managers, and executives make better operational, tactical, and strategic decisions. The improved data visibility enables the CX teams to make data-driven decisions, completely transforming the experiences of all LegalShield’s callers.

Winner

Home Trust Company is a financial institution specializing in mortgage lending, while also offering customers options for credit cards, deposits, savings accounts, and GICs. For many Canadians, Home Trust Company represents hope, acceptance, and a way to see their dreams of home ownership come true. Home Trust Company takes helping its customers achieve their goals seriously, and that’s why its CX vision centers around listening, reviewing facts, and offering solutions tailored to each customer. Transition to Talkdesk, with full implementation in 2022, included Talkdesk CX Cloud™, Talkdesk Workforce Management™, Talkdesk Quality Management™, and AI. Since implementation, Home Trust Company has had a 22% increase in first-call resolutions and a reduction in over 500 dropped calls per month. The company has also experienced an increase in its Customer Experience Score (CES), derived from NPS surveys and compliance infractions, reduced with consistent coaching with Talkdesk Quality Management™. The Home Trust Company transformation has been highly successful, with customer satisfaction up 13% and agent satisfaction up 23%.

Winner

The British Columbia Lottery Corporation (BCLC) is a “whole lot more than lotto.” BCLC uses the money generated by lottery, casinos, and sports betting to help fund the province of British Columbia’s healthcare, education, and community programs. Impactful technology is part of what facilitates this—and the organization strives to connect with customers on their terms. Facing challenges with a legacy telephony system, BCLC sought a comprehensive solution, leading the organization to implement Talkdesk. The transition to Talkdesk was smooth, with improvements in customer experience scoring increasing by 10 points. BCLC has also seen notable improvement metrics in its average call handle time (210.7 seconds), average hold time (24.7 seconds), and call abandonment rate (12.4%). The business impact of integrating Salesforce and AWS Polly via Talkdesk AppConnect has contributed to smarter routing capabilities, the ability to anticipate customer needs, and better resource optimization for staff. BCLC can now find and mediate problems before they affect customers, using predictive and proactive AI. BCLC is holistically making gains in the quality of the support its contact center provides, making it even easier for customers to see it as an organization worth advocating for.

Winner

The Republic National Distributing Company (RNDC) distributes wholesale wine and spirits across the United States—connecting with leaders in liquor stores, bars, and restaurants from coast to coast. RNDC partnered with Talkdesk to execute 1RNDC, a digital transformation designed to centralize customer experience operations and standardize procedures across 39 state-specific locations with 14,000 employees. Since implementing Talkdesk, RNDC has seen significant cost savings and revenue growth. The organization is on target to reach a $150M reduction in annual expenses with a new sales coverage model and streamlined inside sales operations with Talkdesk for Salesforce. RNDC has also seen other significant results, including reductions in staffing overages, customer care improvements and NPS monitoring, efficiency gains with click-to-call options, and productivity gains with voicemail reporting.

Winner

Worldwide Internet Insurance Services (WWIIS) is an award-winning multi-brand, multi-product insurance intermediary. WWIIS’ CX vision centers around delivering exceptional value to customers by understanding their needs, anticipating their expectations, and exceeding them at every touchpoint. WWIIS’ contact center faced rapid business growth, which highlighted issues with its existing system. WWIIS decided to move from its legacy system to Talkdesk. Talkdesk offered a suite of advanced contact center features and capabilities—including real-time analytics, AI-powered automation, omnichannel support, and a highly customizable platform. The transition proved beneficial almost immediately. One standout achievement is improved call routing which no longer requires a Customer Support Agent to serve as a middle person. This single change has resulted in a 13.36% reduction in calls reaching the center, translating to 407 hours saved. WWIIS has enhanced its CX with reduced wait times, improved issue resolution accuracy, and proactive issue prevention. The implementation of AI-driven tools, such as chatbots and virtual assistants, allows WWIIS to provide a seamless omnichannel support system, giving customers the flexibility to choose their preferred communication method. By integrating Talkdesk with WWIIS’ CRM system, agents are empowered with real-time customer information, leading to more personalized conversations and higher customer and agent satisfaction.

Winner

In its communities and business practices, JK Moving Services lives out its brand promise of care and respect every day. The company supports social impact initiatives in community farming, sustainability, veteran support, and employee diversity. The JK Community Farm provides organic produce and protein to hunger relief programs and shelters in Loudon, Fairfax, Arlington, and DC. By the end of 2023, the organization estimates it will have distributed 245,000 pounds of organic produce and protein to families experiencing food insecurity. This contribution equates to approximately 196,000 meals and brings the total amount of food donated to its food pantry partners since its establishment in 2018 to 1 million pounds. JK Moving Services also supports its customers and employees, which includes a number of veterans, with other initiatives, such as the JK BoxlessMove® program, which provides reusable plastic bins for commercial moves—saving 4.5 million pounds of waste from landfills each year, and the 2021 establishment of the JK Moving Belonging and Inclusion Council, which manages an enterprise-wide mentorship program to support diversity, equity, and inclusion initiatives across the organization.

Winner

Ruth Ganss, Customer Service Account Manager, Weissman goes above and beyond for her customers. Ruth provides specialized Spanish-language support to Weissman’s callers, making the business accessible to a large number of customers in Mexico and the United States. Ruth is known for going above and beyond for customers, maintaining exceptional metrics, and spearheading the office’s birthday and holiday celebrations. Her dedication to creating memorable customer experiences is essential to Weissman’s business success.