Prix CX

Prix CX Innovators.

Célébrer les CX Innovators qui trouvent une meilleure façon de donner la priorité aux clients.

Cx Innovators Awards 2024

2024 CX Innovators Awards Winners & Honorable Mentions.

Prix CX Innovator.

Célébrer les entreprises qui ont exploité de manière unique la technologie Talkdesk, que ce soit de manière autonome ou en combinaison avec des partenaires Talkdesk et / ou d’autres technologies, de manière innovante pour résoudre les défis de l’expérience client et des centres de contact et pour offrir la meilleure expérience client de sa catégorie.

Winner Innovators Awards 2024 Cx Innovator

Cx Awards Chatodocrl Just Eat

Prix CX Innovator

Just Eat Takeaway.com

Lauréat

Just Eat Takeaway (JET) leverages its contact center to deliver seamless, high-quality service across multiple regions. To address challenges like unpredictable call volumes, inefficient routing, and fluctuating demand, JET deployed Talkdesk’s scalable platform integrated with Zendesk and Salesforce. Over 18 months, JET reduced average handling time by 44% and first response time by 45%, significantly enhancing the customer experience. Agent productivity also grew, with training times cut by more than two weeks and after-call work drastically minimized. Custom API integrations for emergency messaging and streamlined workflows have improved operational efficiency, enabling faster issue resolution and optimized call routing. Talkdesk CX Cloud™, paired with Talkdesk Guardian™, Talkdesk Knowledge Management™, Talkdesk Feedback™, and Talkdesk Quality Management™, ensures consistent service across markets while maintaining high partner satisfaction scores. These AI-driven enhancements have empowered JET to manage demand fluctuations efficiently, delivering superior customer service in all regions.

Fortem

Prix CX Innovator

Fortem

Lauréat

Fortem, part of the Wilmott Dixon Group, manages over 300,000 repairs annually and improves 15,000 homes with energy-efficient solutions. To enhance customer experience and overcome challenges with its outdated contact center system, Fortem partnered with Talkdesk. The legacy contact center system relied on two separate platforms and lacked advanced reporting capabilities, impacting the first-touch experience. Talkdesk’s AI-driven platform introduced live dashboards, real-time sentiment analysis, and automated workflows to Fotem’s operations, driving efficiency and improving service delivery. Since implementing Talkdesk CX Cloud™, Talkdesk Autopilot™, and other integrated solutions, Fortem has seen a significant rise in calls answered within 30 seconds, reduced hold times, and improved call quality monitoring scores to 90-95%. AI-driven mood insights and seamless integration with Salesforce and other tools allow agents to focus more on customer interaction and community engagement. Fortem continues exploring AI’s potential to innovate its services further, ensuring customer and agent experiences remain at the forefront of its CX vision.

Cx Awards Mango

Prix CX Innovator

MANGO

Mention honorable

Mango, a global fashion brand with over 40 years of experience, has enhanced its customer experience by internalizing its contact center operations and moving away from outsourcing. In 2022, Mango partnered with Talkdesk to support this transition, integrating generative AI into its virtual agent to improve self-service options and reduce average handle time by 20%. The virtual agent has already been successfully launched in Portugal, Italy, and Spain, with more countries set to follow. Talkdesk’s platform allows for personalized service across different countries and languages, improving both customer interactions and agent performance. With better analytics and increased customer satisfaction, Mango plans to expand its AI capabilities into the voice channel and further optimize agent support using Talkdesk Feedback™, Talkdesk for Salesforce, and the Talkdesk Conversations Mobile App™. These innovations enable Mango to deliver a more efficient, tailored experience for customers worldwide while continuing to prioritize “product, planet, and people.”

Cx Awards Grey Ouro

Prix CX Innovator

Ouro

Mention honorable

Ouro, a financial services company specializing in prepaid debit cards and banking alternatives, is dedicated to providing personalized support for underbanked consumers. To align with its CX vision of turning customer service into a loyalty and revenue growth engine, Ouro implemented Talkdesk Financial Services Experience Cloud™. This shift was essential to overcome the limitations of its legacy systems, complex workflows, and disconnected communication channels. Since adopting Talkdesk, Ouro has seen faster problem resolution and improved call handling times, with projected gains in customer satisfaction (CSAT) and Net Promoter Scores (NPS). AI-powered tools like Talkdesk Autopilot™ offer real-time agent support and deeper customer insights, enabling more empathetic and personalized interactions. Still in the early stages, Ouro anticipates significant improvements in operational efficiency, customer retention, and revenue growth as the company continues to leverage Talkdesk products, including Talkdesk Copilot™, Talkdesk Customer Experience Analytics™, CX Sensors, Talkdesk Guardian™, and Talkdesk Knowledge Management™, to refine its service delivery and meet customer needs.

Prix AI Innovator.

Célébrer les entreprises qui ont adopté les produits d’IA Talkdesk pour optimiser leur(s) centre(s) de contact et pour améliorer l’expérience client et téléconseiller.

Winner Innovators Awards 2024 Ai Innovator

Cx Awards Collinscommunity

Prix AI Innovator

Collins Community Credit Union

Lauréat

Collins Community Credit Union (CCCU) provides a full range of financial products and services to members across Iowa, Wisconsin, and Illinois, with a CX vision centered around member experience. Before Talkdesk, the contact center would receive as many as 180,000 member calls yearly. In 2022, CCCU deployed Talkdesk Financial Services Experience Cloud™ and Voice IVR to optimize operations and enhance member service. Since then, CCCU has seen significant improvements, reducing inbound calls by over 50,000 as members gain more flexibility with self-service tools. Virtual agents and 24/7 support options now handle over 10% of call volume, reducing call abandonment rates by over 50%. Voice biometrics have streamlined identity verification, cutting the time from 2.5 minutes to only seconds. With Talkdesk Copilot™, Talkdesk Knowledge Management™, and Talkdesk Customer Experience Analytics™, CCCU ensures efficient interactions and ongoing service improvements. The credit union maintains a consistent NPS score of 4.6 out of 5 is trending toward 4.8, reflecting increased member satisfaction. Talkdesk Feedback™ and Talkdesk Quality Management™ also play a crucial role in refining agent performance and maintaining high service standards.

Cx Awards Grey Worldvision

Prix AI Innovator

World Vision Canada

Mention honorable

World Vision Canada, an international development relief organization, supports the world’s most vulnerable regions. World Vision Canada deployed several AI-driven solutions to enhance its contact center operations and improve supporter interactions. This transformation led to a seven percentage point increase in their Net Promoter Score (NPS) year-over-year, with an 8.6% rise between Q2 and Q3 following the launch of AI-powered chatbots. By leveraging Talkdesk CX Cloud™ and AI tools like Talkdesk Copilot™ and Talkdesk Autopilot™, the organization reduced after-call work and improved workflow efficiency with automated summaries and transcriptions. New agent telephony orientation time dropped from half a day to just two hours, streamlining training. Cloud-based payment processing enabled quicker donor transactions, while AI-driven personalization allowed agents to deliver more empathetic and informed responses. Self-service options further improved issue resolution, enhancing supporter experiences. With Talkdesk Workforce ManagementTM, Talkdesk Knowledge Management™, Talkdesk Customer Experience Analytics™, and Talkdesk Guardian™, World Vision Canada has achieved significant operational efficiency and a notable rise in supporter satisfaction, reflected in its improved NPS.

Cx Awards Checkr

Prix AI Innovator

Checkr

Mention honorable

Checkr is committed to helping businesses make faster, fairer hiring decisions by modernizing background checks and candidate screening processes. In November 2023, faced with maxed-out call center capacity, Checkr implemented Talkdesk’s AI-powered virtual agents to streamline operations. As a result, 85% of inbound queries have been successfully redirected from phone lines to self-service chat options, drastically reducing the strain on live agents. With Talkdesk Autopilot™ and Talkdesk Customer Experience Analytics™, Checkr gained actionable insights from logged calls and virtual agent chat summaries, which refined customer support experiences and increased satisfaction rates. Year-to-date, Checkr has addressed around 400,000 support inquiries, with 85% of inbound calls resolved on the first contact. Over 90% of virtual agent interactions now lead to successful resolutions. Products like Talkdesk Guardian™, Talkdesk Knowledge Management™, Talkdesk Quality Management™, and Talkdesk Feedback™ further ensure high service quality and ongoing performance improvements, contributing to more efficient operations and higher customer satisfaction across the board.

Prix Partnered CX Innovation.

Célébrer les entreprises qui ont atteint l’excellence en matière d’expérience client grâce à leur travail avec un partenaire.

Winner Innovators Awards 2024 Partnered Cx Innovation

Cx Awards Partnered Chartis Choc Childrens

Partnered CX Innovation Award

Chartis on behalf of Children’s Hospital of Orange County

Lauréat

Chartis and Children’s Hospital of Orange County (CHOC) have been collaborating for nearly a decade to improve patient care, with a recent focus on enhancing the overall patient and family experience. Chartis/CHOC implemented Talkdesk Healthcare Experience Cloud™ to meet the healthcare provider’s evolving needs, offering the scalability and advanced capabilities necessary to transform patient access. This solution has significantly increased interactions per agent, enabling the contact center to handle a higher interaction volume without additional staff. Key improvements include reduced average hold times, faster handling times, and a notable decrease in dropped calls—all contributing to an improved patient experience. Additionally, the cost per contact has decreased, boosting operational efficiency. With the integration of Talkdesk Autopilot™, Talkdesk Copilot™, and Talkdesk Customer Experience Analytics™, Chartis/CHOC ensures streamlined workflows and personalized patient support. Enhanced by solutions like Talkdesk Guardian™, Talkdesk Knowledge Management™, Talkdesk Digital Engagement™, Talkdesk Workforce Management™, and Cerner EHR integration, CHOC’s contact center continues to optimize patient access and care quality.

Cx Awards Partnered Chartis Vipcom Centric

Partnered CX Innovation Award

VipCom on behalf of Centric Netherlands

Mention honorable

Centric Netherlands’ CX vision is to deliver exceptional customer experiences through innovation, customer-centricity, and technology. In collaboration with ViPcom, Centric found a trusted CX partner that understands both the market and its organizational needs. ViPcom introduced Talkdesk’s solution, showcasing its expertise during the tender process. With the implementation of Talkdesk CX Cloud™, Centric saw significant reductions in wait times and faster response rates, improving overall customer satisfaction. Routine tasks are now automated for agents, increasing productivity while reducing operational costs. Advanced reporting and analytics, powered by Talkdesk Customer Experience Analytics™ and Talkdesk Explore™, provided more profound insights into customer behavior, enabling Centric to align its strategies more effectively—proactive information sharing also streamlined onboarding, cutting associated costs. Talkdesk Copilot™, Talkdesk Knowledge Management™, and Talkdesk Guardian™ tools enhanced agent performance and operational efficiency, while the integration with ServiceNow ensured smooth workflows and system management. This comprehensive approach allows Centric to continue improving customer experience and stay ahead in the market.

Prix CX Rookie of the Year.

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 (June 2023 to present).

Winner Innovators Awards 2024 Cx Rookie Of The Year

Cx Awards Teka

Prix CX Rookie of the Year

Teka Group

Lauréat

Teka Group, a leading home appliance manufacturer with products in over 100 million households, prioritizes exceptional customer experience through pre- and after-sales support. To elevate its CX, Teka internalized its contact centers and implemented Talkdesk CX Cloud™. This transition resulted in a 25% reduction in headcount, significantly lowering operational costs while boosting productivity. The introduction of video calls helped agents resolve 10% more issues remotely, reducing the need for technician visits and further enhancing efficiency. Customer satisfaction scores increased to an impressive 4.7 out of 5, thanks to post-call surveys and automated SMS notifications informing customers of service updates. Talkdesk Autopilot™ and Talkdesk Navigator™ have streamlined agent workflows, while Talkdesk Guardian™, Talkdesk Knowledge Management™, and Talkdesk Quality Management™ tools have enabled real-time performance monitoring. Personalized dashboards provide agents with ongoing feedback, fostering a culture of continuous improvement and satisfaction. With Talkdesk’s powerful analytics, Teka is well-equipped to drive targeted improvements, ensuring exceptional customer service across all touchpoints.

Cx Awards Grey Nassau

Prix CX Rookie of the Year

Nassau Financial Group

Mention honorable

Nassau Financial Group, a digitally enabled financial services provider, delivers seamless, personalized customer interactions. With $1.5 billion in adjusted capital and $24.3 billion in assets under management, Nassau implemented Talkdesk Financial Services Experience CloudTM to optimize call routing and reduce transfer rates by 4.5%. The platform’s advanced features have also reduced average talk time by 90 seconds, enhancing agent satisfaction. Talkdesk’s capabilities enable Nassau to pre-screen caller information, improving personalization and contributing to high customer satisfaction, as reflected in its Trustpilot rating of 4.9 out of 5.0. By integrating Talkdesk Workforce Management™ and Talkdesk Quality Management™ tools, Nassau has refined internal processes and shielded customers from test disruptions. The company is exploring AI-driven solutions, such as Talkdesk Autopilot™, to expand self-service options, further aligning with its goal of supporting customers’ retirement plans through exceptional service. Nassau’s commitment to innovation enhances operational efficiency and the overall customer experience.

AI Rookie of the Year Award.

Celebrating companies that have successfully implemented Talkdesk AI 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 (June 2023 to present).

Winner Innovators Awards 2024 Ai Rookie Of The Year

Cx Awards Metro

AI Rookie of the Year Award

Metro Finance

Lauréat

Metro Finance, a leading commercial finance lender, provides reliable and competitive solutions for small to mid-sized companies. Metro Finance aims to deliver efficient, personalized customer support. Metro transitioned to Talkdesk CX Cloud™ to enhance operations, which streamlined administrative tasks and reduced service costs by 40%. Complex customer issues that once took 6-8 weeks to resolve are now addressed almost instantly, thanks to AI-driven features like Talkdesk Copilot™ and Talkdesk Autopilot™. This transformation reduced average handling time significantly. Additionally, Talkdesk’s flexible IVR system allowed a nearly 100% reduction in the time required to implement call prompts. Customer satisfaction has surged, with Net Promoter Score (NPS) showing marked improvement, and positive feedback has become a constant. Agent satisfaction has also risen as the new tools enable staff to focus on high-value tasks, boosting productivity and service quality. With Talkdesk Customer Experience Analytics™, Metro Finance can continue optimizing service delivery and maintaining a high standard of customer care.

Cx Awards Grey Evara

AI Rookie of the Year Award

Evara Health

Mention honorable

Cx Awards Creditunion1

AI Rookie of the Year Award

Credit Union 1

Mention honorable

Credit Union 1 is committed to delivering personalized, seamless, and responsive services to its members. In late 2023, Credit Union 1 implemented Talkdesk Financial Services Experience Cloud™, introducing AI to the contact center, enabling the organization to streamline processes and consolidate its knowledge bases. This transition has refined the experience for both members and team members alike. Credit Union 1’s enhanced AI chatbot facilitates self-service options for simple inquiries, achieving an impressive containment rate of approximately 70%. The integrated AI-powered agent guidance platform equips agents with quick access to essential information, allowing for more efficient issue resolution. Additionally, Credit Union 1 leverages AI for post-call analytics and quality assurance automation, enabling insights from 100% of interactions instead of just monitoring a subset of less than 2%. Predictive analytics further optimize resource allocation during peak demand, significantly improving overall operational efficiency. With these enhancements, Credit Union 1 is projected to save over $30,000 per month through reductions in average call duration.

Prix CX Transformation.

Célébrer les entreprises qui ont adopté avec succès la transformation numérique en tant que différenciateur stratégique avec un impact commercial positif.

Winner Innovators Awards 2024 Cx Transformation

Cx Awards Chatodocrl Medela

CX Transformation Award

Medela

Lauréat

Medela, a global leader in healthcare solutions for mothers, babies, and patients, serves over 6 million hospitals and homes in more than 100 countries. To elevate its customer experience, Medela implemented Talkdesk, aiming to streamline its contact center operations and support a customer-first vision. Addressing challenges such as providing 24/7 global support and integrating ERP and CRM systems, Medela has seen significant improvements since the implementation. Key performance indicators have been enhanced, with customer service quality boosted through increased survey engagement and real-time feedback mechanisms. Talkdesk’s technology has effectively reduced wait times, improved agent productivity, and increased both customer satisfaction and operational efficiency. By leveraging Talkdesk CX Cloud™, Talkdesk Autopilot™, Talkdesk Guardian™, Talkdesk Workforce Management™, Talkdesk Feedback™, Talkdesk for Salesforce, Talkdesk Microsoft Teams Connector, and Talkdesk Digital Engagement™, Medela is now better equipped to meet the needs of its diverse clientele, ensuring seamless communication and support across its global operations.

Prix AI-Powered CX Transformation.

Célébrer les entreprises qui ont adopté avec succès les solutions d’IA comme un facteur de différenciation stratégique ayant un impact commercial positif.

Winner Innovators Awards 2024 Ai Powered Transformation

Cx Awards Bclc

AI-Powered CX Transformation Award

BCLC

Lauréat

The British Columbia Lottery Corporation (BCLC) is dedicated to delivering a memorable customer experience by meeting players where they are. As part of a multistep roadmap for AI and automation, BCLC integrated Talkdesk with its Salesforce account and AWS Polly APIs to streamline customer identification and eliminate the need for call recording. The transition to Talkdesk AI has yielded impressive results: average handle time decreased by one minute, average hold time reduced to 25 seconds, and customer abandonment rates fell to 12% of all inbound calls. BCLC’s Talkdesk Autopilot™ chatbot now manages 30% of inbound inquiries, allowing agents to focus on the complex issues players raise. This AI-driven solution supports operational efficiency, providing agents real-time assistance and quality insights. Through products like Talkdesk CX Cloud™, Talkdesk Copilot™, Talkdesk Guardian™, and Talkdesk Knowledge Management™, BCLC has successfully enhanced agent productivity, improved customer satisfaction, and laid the foundation for future CX innovations.

Cx Awards Grey Mcu

AI-Powered CX Transformation Award

Municipal Credit Union

Mention honorable

Municipal Credit Union (MCU), serving New Yorkers since 1916, is committed to providing outstanding experiences for its 600,000+ members, including many frontline workers and first responders. MCU restructured its contact center to enhance member service by adopting AI solutions with Talkdesk Financial Services Experience Cloud™. This transition reduced average call wait times from 12–18 minutes to under 5 minutes, achieving a 66% improvement. Additionally, virtual agent containment rates have reached an impressive 64%, significantly lowering overflow and yielding over $1 million in savings by the end of 2024. Talkdesk’s AI-powered tools, including Talkdesk Copilot™ and Talkdesk Autopilot™, empower agents to resolve inquiries swiftly, while Talkdesk Identity™ strengthens secure, streamlined interactions. With Talkdesk, MCU has effectively enhanced member satisfaction, improved operational efficiency, and positioned the credit union to deliver personalized, efficient service that meets the unique needs of its members.

Cx Awards Memorialhealthcare

AI-Powered CX Transformation Award

Memorial Healthcare System

Mention honorable

Since its founding in 1953, Memorial Healthcare System has dedicated itself to delivering high-quality, patient-centered care to residents across South Florida. With multiple facilities, Memorial’s vision for customer experience emphasizes consistent and personalized engagement at every touchpoint. Memorial adopted Talkdesk Healthcare Experience Cloud™ which is fully integrated with Epic EHR to streamline interactions and address service delivery inconsistencies. This unified contact center solution has significantly boosted patient engagement, reducing call abandonment rates from 15-20% to under 2.5% and increasing service levels by 30%, leading to higher patient satisfaction. Talkdesk’s generative AI, along with Talkdesk Interaction Analytics™ and Talkdesk Knowledge Management™, empowers agents with real-time access to patient records, enabling proactive support and reducing emergency room visits. Memorial’s contact center is now more efficient, with agents able to prioritize quality care and personalized follow-ups, ensuring patients receive comprehensive and compassionate service across every interaction.

Prix CX Efficiency Leader.

Célébrer les entreprises qui ont réussi à améliorer l’efficacité du lieu de travail et l’efficacité opérationnelle en tirant parti de solutions d'expérience client créatives.

Winner Innovators Awards 2024 Cx Efficiency Leader

Cx Awards Evara

CX Efficiency Leader Award

Evara Health

Lauréat

Evara Health, a federally qualified health center (FQHC), is committed to providing quality healthcare for all, particularly for underserved communities. In response to the challenges posed by the pandemic, Evara aimed to enhance efficiency and improve patient access to services. By implementing Talkdesk Healthcare Experience Cloud™, Evara harnessed generative AI to offer patients greater flexibility in managing their healthcare needs, such as rescheduling appointments or scheduling new ones without requiring agent assistance. This innovation led to a remarkable 45% reduction in call volumes, with virtual agents now handling many inquiries. Live agents can now dedicate more time to in-depth conversations, enhancing the quality of personalized patient care. The shift to virtual agents streamlined operations, enabling Evara agents to engage in proactive outbound calling, further strengthening patient relationships. With Talkdesk Autopilot™ and the Talkdesk Epic Connector™, Evara continues to innovate its service delivery, ensuring that healthcare remains accessible and responsive to community needs.

Cx Awards Grey Collinscommunity

CX Efficiency Leader Award

Collins Community Credit Union

Mention honorable

Cx Awardsmichaels

CX Efficiency Leader Award

Michaels

Mention honorable

Michaels, a leading North American creative supplies retailer, is committed to delivering seamless, personalized experiences that inspire creativity. To support this vision, Michaels implemented Talkdesk’s AI-powered solutions to address critical challenges in its contact center. With Talkdesk Retail Experience Cloud™ and Talkdesk Copilot™, agents’ after-call work was drastically reduced from 5-7 minutes to only 30-60 seconds. The integration of Talkdesk Knowledge Management™ streamlined knowledge sharing, cutting agent training time from 90 to 30 days. Service levels surged from 20% to 89%, and call avoidance dropped from 25% to 0.2%. Despite reducing its contact center team from 40 to 26 agents, Michaels maintained high-quality service while achieving significant cost savings. Talkdesk Guardian™ and Talkdesk Quality Management™ ensure consistently high interaction quality, while Talkdesk Customer Experience Analytics™ and Talkdesk for Salesforce provide real-time insights to refine customer interactions continuously.

Prix CX Revenue Growth Leader.

Célébrer les entreprises qui ont utilisé les informations de l’expérience client pour débloquer de nouvelles sources de revenus, pour stimuler la croissance de l’entreprise et pour augmenter la rentabilité.

Winner Innovators Awards 2024 Cx Revenue Growth Leader

Cx Awards Tirehub

CX Revenue Growth Leader Award

TireHub

Lauréat

TireHub’s customer experience vision is driven by strong relationships, supported by a blend of technology and personal interaction. Customers value speaking with local representatives who understand their specific needs, and the company balances this with intelligent call routing. TireHub gives customers the option to connect how they choose: via a centralized 1-800 number or directly with their local provider. With Talkdesk’s CX Cloud™, TireHub improved operations by utilizing Talkdesk Copilot™ for automatic call summarization, increasing comprehensive CRM notes from 200 to nearly all 2,500 daily interactions—an innovation that has automatically led to an increase in sales conversions. The Talkdesk Copilot integration saves approximately two minutes per call, translating to over 83 hours saved daily. TireHub’s centralized 1-800 number maintains a 3-second average answer time for urgent inquiries. Talkdesk Autopilot™ and Talkdesk Customer Experience Analytics™ enhanced call routing, while Talksesk Guardian™ ensures high interaction quality. Talkdesk Feedback™ tools are instrumental in constantly refining agent performance and improving customer satisfaction and team productivity.

Cx Awards Grey Maxor

CX Revenue Growth Leader Award

MaxorPlus Pharmacy

Mention honorable

MaxorPlus Pharmacy is working to make pharmacy benefits better for everyone—leading the charge to make prescriptions, benefits, and healthcare services more accessible and affordable. The company’s CX vision is to simplify how members access its services—creating more self-serve options that offer greater convenience and improve customer satisfaction. MaxorPlus Pharmacy transformed its contact center technology to continue delivering world-class customer experiences. The company implemented Talkdesk and Observe.ai, integrated into its existing tech stack, which includes Salesforce—with Talkdesk for Salesforce—to seamlessly track all customer interactions. MaxorPlus Pharmacy now has a data-driven approach to its customer experience. With the new tech stack, the company has observed a steady increase in member satisfaction (MSAT) scores, with its year-to-date score of 4.83 out of 5.0. MaxorPlus Pharmacy sales organization now has access to real-time customer information, connecting the customer experience by providing more accurate information about previous interactions. The company’s sales organization uses this information to personalize its outreach, enabling better customer retention rates. New, enhanced reporting capabilities have allowed MaxorPlus Pharmacy to share the “voice of the member” throughout the business—improving the quality of service delivered at primary points of contact in the business.

Prix CX Social Impact.

Célébrer les entreprises qui ont un impact positif et durable dans leurs communautés et dans le monde. Parmi les exemples d’impacts applicables, mentionnons les entreprises qui défendent des initiatives de diversité, d’égalité et d’inclusion, qui sensibilisent le monde entier aux injustices sociales ou qui s’engagent dans des dons communautaires et environnementaux.

Winner Innovators Awards 2024 Cx Social Impact

Jkmoving Logo Winner

Prix CX Social Impact

JK Moving Services

Lauréat

JK Moving Services is the largest independent moving company in North America. Part of the company’s corporate mission is to make a difference for its customers, employees, and the communities it serves. JK Moving Services has built dedicated social impact initiatives to champion its shared values: community farming, environmental sustainability, support for veterans, and employee diversity & inclusion. The JK Community Farm helps families, particularly children and seniors, who were struggling with food insecurity. Over the past six years, the JK Community Farm has distributed over 1 million pounds of locally grown food, amounting to nearly 800,000 meals donated. JK Moving Services employees founded the Sustainability Task Force to implement greener moving practices. Over 4.5 million pounds have been diverted from landfills each year since the Task Force’s founding over 20 years ago. The company is also proud to be recognized as a SkillBridge organization through the Department of Defense, welcoming veterans and active-duty service members to the JK Moving Services team to gain valuable civilian work experience. In 2022, the company’s Corporate Belonging & Inclusion Council established our Employee Mentorship Program which has become a pioneering initiative. Employees enroll in the program and engage in mentoring opportunities from more experienced employees. This inclusive initiative welcomes all employees and presents opportunities for networking, continuous learning, and personal growth.

Cx Awards Chatosdocrl Grey Bclc

Prix CX Social Impact

BCLC

Mention honorable

BCLC is the Canadian Crown corporation that oversees all legalized gambling activities in the province of British Columbia. The corporation’s annual revenues exceed $2.9 billion, of which a significant percentage is reinvested back into the province—helping to fund critical infrastructure such as schools, hospitals, roads, and transit systems. BCLC also helps finance provincial programs, services, charities, and major events that contribute to the development of BC. The BCLC Corporate Citizenship program was developed to create win-win scenarios that influence the greater good. Through this program, BCLC strives to make a positive difference socially, environmentally, and economically—prioritizing the well-being of its players, community stakeholders, and employees. Some examples of the social impact BCLC has had include: the BCLC Community Ticketing Program that provides access to local cultural and sporting events for low-income families, community gaming grants that contribute up to $140 million annually for nonprofits throughout BC, and the BCLC Community Heroes program which recognizes local heroes that go above and beyond in their communities. BCLC celebrates employee volunteerism and supports employee efforts through paid time off to participate in community programs—through what’s known as our Play It Forward volunteer program.

Cx Awards Worldvision

Prix CX Social Impact

World Vision Canada

Mention honorable

World Vision Canada is an international development relief organization that supports the world’s most vulnerable areas, working with countries and communities that rank on the lower end of the UN’s human development index. World Vision Canada’s primary focus areas include water, education, health, and nutrition. In 2023, the organization invested 45% of its program funding in the most fragile countries, prioritizing vulnerable children. It responded to 28 emergencies across 31 countries, reaching 5.7 million people in crisis situations. World Vision Canada’s global reach extended to over 16 million people with 280 distinct programs and 35 shipments of gifts-in-kind, backed by an investment exceeding $400 million. A significant 55% of the organization’s impact focused on improving livelihoods in the communities it serves. Many World Vision Canada employees have firsthand field experience, witnessing the tangible changes their work delivers, which fosters a deeply engaged workforce that actively supports the organization’s social impact mission. As a support office, World Vision Canada employees play a crucial role in fundraising within Canada to finance overseas programs.

Prix CX Visionary.

Célébrer les chefs d’entreprise qui adoptent avec enthousiasme les technologies émergentes, y compris l’IA, pour créer des expériences client de classe mondiale.

Winner Innovators Awards 2024 Cx Visionary

Cx Awards Visionary Ken Cohen Jkmoving

CX Visionary Award

Ken Cohen, SVP Sales & Business Development JK Moving Services

Lauréat

Ken Cohen is the SVP of Sales & Business Development at JK Moving Services, the largest independent moving company in North America. During his time with JK Moving Services, Ken has built an award-winning customer experience that offers numerous opportunities for agents to develop their skills and grow in their careers. Ken spearheaded an overhaul and optimization of JK Moving Services’ contact center workforce by introducing intelligent, adaptable AI technology which allowed the company to transition its contact center to a fully remote operation. Ken’s approach to modernizing JK Moving Services’ customer experience focused on improving the agent experience with AI tools like Talkdesk Autopilot™, which enabled intelligent call routing, allowing sales agents to remain focused on closing deals and satisfying clients, while support queries are routed to the appropriate team. These innovations have resulted in a 37% increase in inbound customer calls, but only an 11% increase in headcount. Other results of Ken’s strategy include: a 7% reduction in call abandonment rates, a 30% decrease in escalations to supervisors, a 25% reduction in agent training times, and an incredible 98% customer satisfaction rate—which has driven a 26% boost in sales conversions.

Cx Awards Visionary Grey Martin Lampman Bclc

CX Visionary Award

Martin Lampman, Director Customer Support Operations BCLC

Mention honorable

Martin Lampman is the Director, Customer Support Operations at BCLC, a Canadian Crown corporation that oversees all legalized gambling activities in British Columbia. Martin recognized the critical role predictive customer experience played in boosting player morale—and revenue generation. Under Martin’s guidance, BCLC has continued to revolutionize its customer experience as a critical component of its business strategy. By implementing AI products, like Talkdesk Copilot™, Martin has transformed the way BCLC’s agents conduct their work. Introducing agent assistive technology like AI-generated call summaries and real-time knowledge base suggestions has enabled BCLC agents to provide a level of customer services that was previously unattainable. Martin’s strategy has also included integrating BCLC’s customer experience tech stack with Salesforce and AWS Polly APIs. The impact of these efforts is profound: resolution times have been reduced from weeks to hours, issue resolution scores have increased by over 15 points, and BCLC’s NPS has grown from 15 to 40—all while significantly reducing the time to close.

Cx Awards Visionary Amber Scott Sertasimmons

CX Visionary Award

Amber Scott, VP Customer Experience Serta Simmons Bedding

Mention honorable

Amber Scott is the VP of Customer Experience at Serta Simmons Bedding, a globally recognized bedding manufacturer that offers direct customer engagement to both B2B and B2C customers. Since joining the company, Amber has driven a significant reimagining of the Serta Simmons Bedding customer experience, while embracing the company’s values of trust and transparency. Amber has unified the company’s B2B and B2C CX departments with Talkdesk Retail Experience Cloud™, enabling the company to provide proactive service, access flexible and detailed reporting, and integrate its operations with other tech to create more efficient workflows for agents. The Serta Simmons Bedding team has experienced significant reductions in average wait times, speed to answer rates, and the quality of service it provides continues to hit the expected thresholds. Both the B2B and B2C teams are now enabled with the information they need to create memorable customer experiences, drive revenue, and make data-driven business decisions. With Amber at the helm, the company has a plan for continuing to evolve its CX, especially as the team learns how to use features like sentiment reporting.

Hall of Fame.

2023 CX Innovators honorees.
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