CX Innovators Awards.

Sysco’s CX vision is to leverage leading-edge technology and intentionally designed processes to allow agents to focus on caring for customers. With the global covid pandemic dramatically impacting the restaurant industry, Sysco turned to innovation to redefine both the employee and customer experience by focusing on technology, operational efficiency and supply chain effectiveness. New initiatives included:

• Sysco CARES for economic relief to restaurants.
• A customer self-serve program called “Where’s My Truck” using Talkdesk Connections to proactively provide delivery information to uniquely identified callers.
• A pilot program using Talkdesk Agent Assist to listen to calls and serve up the appropriate knowledge base article to agents.
• And a Talkdesk/Salesforce integration to manage emergency messaging updates.

The company’s dedication to improvement is evident, with several customer-reported metrics including NPS increasing and internal Support Team CSAT at an all time high.

Gant Travel’s CX vision is to “become our customer’s last best experience”. Since moving to Talkdesk in June 2020 with a  go-live in August 2020, Gant Travel has improved their IVR experience for customers through enhanced recordings, tips and tricks, streamlined IVR flow (moving from 25 call flows to one), an improved call back system, and automated notifications for potential fraud callers. Gant Travel has seen an increase of NPS score by over 20 points in addition to significant cost savings of several thousands of dollars a month since implementing Talkdesk.

EmployBridge is also now a two time Talkdesk CX Innovator Award winner. It’s CX team is critical for connecting over 400,000 job seekers a year to the right employer. The team’s CX vision is self-service as a differentiator and utilizing technology to increase efficiencies. EmployBridge optimized their contact center using data, automation, an integration with Microsoft Dynamics, and AI to provide a better experience for agents and customers. Since implementing Talkdesk, the team has increased the speed and efficiency for agents screening job seekers – increasing the likelihood of a good candidate match. Average handle times are also more efficient by offloading calls that can be automated, and human-assisted contact has been reduced by 20% while supporting service levels of at least 90%.

PowerSchool aims to make it easy for their customers to easily engage via their preferred channel to help them get support with the least effort. By leveraging Talkdesk’s high availability and powerful integrations/connectors with Salesforce, DOMO, Khoros, Calabrio Workforce Management, and Observe.ai Quality Management, the team has reduced call times, doubled the amount of quality audits per month, improved agent satisfaction, and achieved a 3-percentage point increase in phone CSAT.

Parcel Pending by Quadient strives to treat every package like it was their own to make the process of receiving packages seamless and convenient. The transition to Talkdesk helped support the rapid growth of the company, with the team successfully handling a 40% increase in package deliveries in 2021 with the equivalent employees in comparison to the previous year and 15% fewer holiday hires. The internal teams now have access to better data on customers with a Salesforce integration that makes their job easier. Customer experience has improved, with call times reduced by 45-90 seconds, average handle time 8% lower YTD, first call resolution improved by 28%, and CSAT scores increased by 5%.

Customer experience touches every team at Tucows and extends well beyond the contact center, with a laser focus on providing a world class service experience. With Talkdesk, Tucows has been able to quickly scale to meet rapid business growth. A Talkdesk/Zendesk integration links data from every action directly to Tucow’s CRM, preserving context and creating a personalized experience for customers. The results the team is experiencing extend beyond customer satisfaction, directly impacting the organization’s bottom line with a triple-digit increase of ROI, increased NPS scores, 30% increase in agent productivity and a dramatic improvement to agent occupancy rates.

A Talkdesk customer since 2014, Aspiration has been disrupting the finance industry by “turning every transaction into positive action”. Founded in 2013, Aspiration is a financial services provider (and Certified B Corporation) that offers several ways for their customers to positively impact the environment as they spend, save, and invest. From a credit card that triggers a reforestation partner to plant a tree with Plant Your Change (at 60 uses, enough trees are planted to offset the carbon emissions from an average American home(1)) to helping reduce funding to the fossil fuel industry, and giving 10% cash back at socially conscious businesses, Aspiration empowers consumers and their employees to drive positive change.

1: Note: Carbon offset amounts are based on a proprietary calculation using publicly available data, Arbor Day Tree Facts, the EPA Greenhouse Calculator, and Federal Reserve Consumer Payments Reports.

woom bikes CX vision is to build a scalable, customer centric CX organization and to meet the customer where they are. The woom bikes team nominated CX Specialist Hannah Enright for the CXcellence award for outstanding customer service! Hannah joined woom in September 2020. She is a detail-oriented,  fast learner who shows up for both her customers and her co-workers and continuously helps improve processes. Hannah has blazed a trail for success leading the team by serving 907 customers in the month of March while maintaining a 97% CSAT score.