Celebrating the CX Innovators winners shaping customer experience

Each year, the Talkdesk CX Innovators Awards shine a spotlight on organizations that are redefining the meaning of exceptional customer experiences. The 2025 winners have set a new standard using Customer Experience Automation (CXA) to transform their operations and engage customers in innovative and impactful ways.

These companies have gone beyond the basics of customer service, integrating cutting-edge technology and rethinking the entire customer journey to transform their CX centers into engines of growth, driving customer loyalty, satisfaction, and efficiency. Their achievements serve as powerful examples of how technology, when strategically applied, can revolutionize customer experience and drive measurable business outcomes.

In an age where customer choices are endless, customer experience is a key competitive advantage. As we look at the 2025 Talkdesk CX Innovators winners, it’s clear that the companies excelling in customer experience share a few core principles:

• Focus on the complete customer journey, from the first point of contact through ongoing engagement.

• Leverage technology by integrating AI, automation, and data analytics to deliver personalized, efficient service.

• Anticipate customer needs proactively and resolve issues before they become problems.

Join us to recognize and celebrate the 2025 Talkdesk CX Innovators Award winners as they share strategies to enhance customer experience, efficiency, and growth.

Meet the 2025 CX Innovators Awards winners.

Ultimate Innovator.

This award celebrates companies that have uniquely leveraged Talkdesk technology in innovative ways to solve CX challenges and deliver best-in-class customer experiences.
This year’s winners are:

CAI.

CAI’s biggest challenge wasn’t performance but a legacy system that couldn’t integrate AI, provide real-time analytics, and was increasingly putting their operations at risk. To move beyond incremental fixes and scale innovation, CAI partnered with Talkdesk to build an intelligent service ecosystem where tools work together rather than as standalone features.

Results and business impact:

• 35% boost in agent productivity through streamlined workflows.

• 45% improvement in customer effort scores, delivering smoother experiences.

• 18% reduction in operational costs while improving service quality across all categories.

• 20% increase in client retention driven by more consistent, proactive support.

Read the full CAI success story.

Rocky Brands.

As a powerhouse of retail footwear brands, Rocky Brands wants to create brand synergy and customer loyalty across its diverse portfolio. The primary challenge was fragmented customer data spread across nine unique e-commerce and wholesale channels, hindering the delivery of a seamless, premium customer experience. Rocky Brands executed a strategic initiative to unify its ecosystem, launching a consolidated omnichannel retail experience that integrates all back-end systems, ensuring a frictionless customer journey across all nine of its unique brands.

Results and business impact:

• 40% of chats are now handled by an AI-powered agent, improving speed and availability.

• <10% abandonment rate maintained, ensuring customers stay engaged through resolution.

• 5+ omnichannel communication touchpoints expanded from just 2, delivering seamless customer connections.

• 4.5 minutes average handle time achieved, boosting efficiency and customer satisfaction.

Read the full Rocky Brands success story.

Quadient.

Quadient, an international leader in cloud-based business communication software, parcel locker solutions, and mailing systems technology, helps large enterprises transition from outdated communication platforms. These legacy systems created significant IT bottlenecks and made it challenging to deliver compliant, personalized customer messages across modern digital channels. Quadient now uses AI and machine learning to simplify and accelerate the migration and consolidation of complex communication templates, enabling clients to design once and deliver instantly across all touchpoints.

Results and business impact:

• 65% self-service resolution.

• 24/7 availability for common transactions.

• 45 seconds reduction in call handling time.

• 60% immediate containment rate.

Get the inside look at Quadient’s automation-driven success.

Ultimate Innovator honorable mentions.

TowneBank.

TowneBank’s mission is to provide personalized, relationship-driven service that treats members as valued family. The core challenge was scaling this high-touch experience across their significant and growing regional network in Virginia and North Carolina without sacrificing their foundational community banking values. To achieve this consistency and depth of service for over 35,000 members, TowneBank strategically leveraged Talkdesk’s AI platform to build a model that delivers premium, personalized experiences across dozens of banking centers.

Results and business impact:

• 200+ simultaneous calls managed during system conversion.

• 23s reduction in average handle time.

• 97% enhanced satisfaction rate.

• 40 to 180+ licenses reflect organic platform growth.

Read the full TowneBank success story.

John Paul.

John Paul specializes in relationship marketing, operating as an Accor subsidiary that serves prestigious brands across the luxury, finance, mobility, and hospitality sectors. As their client base grew, managing over 70,000 monthly interactions across 30+ brands became increasingly complex. Each required unique workflows, tone, and service standards that traditional systems couldn’t efficiently support. They also had to maintain PCI-DSS Level 1 security for sensitive transactions, ensure seamless global service across languages and time zones, and overcome language barriers that limited expansion into new markets.

Results and business impact:

• 96% call answer rate across all time zones and channels.

• 4% reduction in handling times.

• 6% reduction in annual omnichannel budget.

Read the full John Paul success story.

Rookie of the Year.

This award celebrates companies that have successfully implemented Talkdesk technology and exemplified CX excellence by achieving a rapid deployment and quick return on investment.

United Rentals.

One of North America’s largest equipment rental companies, United Rentals operates more than 1,400 locations and serves millions of customers in the construction and industrial sectors. With a clear vision to redefine customer experience standards in their industry, the company spearheaded a comprehensive digital transformation initiative leveraging cutting-edge AI technology and unified service delivery. United Rentals’ strategic partnership with Talkdesk delivered measurable business impact across customer experience, operations, and agent performance.

Results and business impact:

• 50% reduction in training time.

• 100% call recording with AI-powered analysis.

• 76% intelligent routing accuracy with Talkdesk Navigator™.

Read the full United Rentals success story.

MasOrange.

As one of Spain’s largest telecom operators, MasOrange focuses on intelligent customer engagement that delivers value for both customers and the business. Managing 20 brands and over 20,000 daily interactions, the company ensures every customer connects with the right solution quickly and effectively. Intelligent filtering at scale enables personalized, efficient service while allowing commercial teams to focus on key opportunities to enhance satisfaction, improve conversion rates, and strengthen MasOrange’s position in Spain’s competitive telecommunications market.

Results and business impact:

• 5% improvement in sales conversion rates.

• 80% of Orange brand interactions are centralized.

• Ability to update product offerings in minutes.

Rookie of the Year honorable mention.

Arbella Insurance.

Arbella Insurance is a billion-dollar property and casualty insurance provider serving New England, with more than 1,000 employees dedicated to delivering exceptional customer service. At Arbella Insurance, customer experience is not just a department—it is the foundation of the business. When customers face life’s most challenging moments, Arbella Insurance responds with empathy, expertise, and speed, turning difficult days into interactions that build lasting trust. Arbella Insurance transformed its traditional call center into a modern experience center in under 10 months, deploying Talkdesk Financial Services Experience Cloud for Insurance in a rollout across 1,000+ employees and agency partners.

Results and business impact:

• 20% improvement in service level.

• 3% increase in CSAT.

• 45 seconds reduction in average handle times.

• $1.7M in cost savings.

Read the full Arbella Insurance success story.

Growth Leader winners.

This award celebrates companies that have used customer experience to unlock new customers, drive enterprise growth, and increase revenue.

Barceló Hotel Group.

Barceló Hotel Group is one of Spain’s leading hospitality companies. With more than 280 hotels in over 25 countries, the group offers a truly seamless, personalized, and memorable client journey—combining the warmth of human hospitality with the precision and agility of advanced technology. They view the contact center not as a cost center, but as a strategic growth engine that deepens client relationships, inspires loyalty, and creates revenue opportunities. Barceló Hotel Group transformed its contact centers into strategic growth engines, unifying global operations on Talkdesk with full Salesforce integration for a 360º customer view.

Results and business impact:

• 15 point increase in NPS.

• 18% improvement in first contact resolution.

• 8% increase in upselling campaign conversions.

Carey International.

Carey International is the global leader in premium ground transportation, trusted by the world’s most discerning travelers since 1921. With operations in over 1,000 cities worldwide, Carey delivers an unmatched standard of safety, reliability, and professionalism—ensuring every journey is seamless from start to finish. Carey International transformed its global contact center operations to reinforce premium service as its market differentiator, unifying US, Jamaica, and Mexico teams on Talkdesk’s cloud platform. The company relies on Talkdesk to deliver premium, around-the-clock service to global clients, such as NFL and NBA.

Results and business impact:

• 24/7 availability.
• Faster issue resolution.
• Improved agent performance.
• Supports high-stakes events.

Read the full Carey International success story.

Growth Leader honorable mention.

Zion Call Management.

Zion Call Management provides specialized call center services exclusively for the self-storage industry. Their tailored call answering and remote management solutions help facility owners streamline operations while maintaining brand identity and service standards. Zion Call Management redefined customer service in the self-storage industry by proving that centralized, technology-enabled support can outperform on-site management. To scale its unique model, where each facility retains its own brand identity, Zion implemented Talkdesk, integrating flexible call routing, facility-specific knowledge delivery, and AI-powered automation.

Results and business impact:

• 75% reduction in average speed to answer.

• <5% average call abandonment rate achieved.

• Accelerated quality assurance capabilities through AI-powered call grading.

Read the full Zion Call Management success story.

Efficiency Leader winner.

This award celebrates companies that have successfully increased agent effectiveness and workplace efficiency by leveraging creative CX solutions.

Ninefold.

Ninefold powers customer service for a network of pest control companies, supporting around 40,000 active customers. It acts as a centralized hub for operations while allowing its partners to deliver services locally. The company revolutionized its operations by adopting Talkdesk’s AI-powered CX platform, transforming its approach from reactive support to proactive service management.

Results and business impact:

• 30% increase in productivity.

• 1,700+ work hours are automated annually.

• $25,000 saved through voluntary time off.

Read the full Ninefold success story.

Efficiency Leader honorable mentions.

Merchants Bank.

Merchants Bank, founded in 1875 in Winona, Minnesota, has built its reputation as a reliable community bank over its 150-year history. The institution is known for its responsible and conservative business approach, consistently delivering stable growth through economic cycles. The company modernized its customer engagement with Talkdesk Financial Services Experience Cloud, unifying previously scattered phone lines into a centralized omnichannel contact center. The transformation integrated phone, chat, SMS, and email into a single system, with co-browsing to support customers using digital tools in real time.

Results and business impact:

• 90% of calls answered within 20 seconds.

• 50% of all calls are captured through the new platform.

• Enhanced fraud detection and consistent service across every channel.

  24/7 support.

Read the full Merchants Bank success story.

Falkensteiner.

Falkensteiner, a European hotel, residence, and campsite operator, aimed to enhance customer experience and operational efficiency. The company focuses on delivering high-quality leisure and business experiences, supported by a strong brand portfolio, strategic growth initiatives, and a commitment to operational excellence in the travel segment. They faced challenges with fragmented communication systems, resulting in inefficiencies, missed calls, and time-consuming email handling. To overcome this, they implemented Talkdesk as a unified communication platform, consolidating various channels.

Results and business impact:

• 40% improvement in email handling efficiency.

• Enable agents to provide informed, personalized service with AI call summaries.

• Route guests quickly with intelligent routing, reducing transfer times and improving first contact resolution rates.

Optimization Leader winner.

This award celebrates companies that have optimized their business by reducing OPEX and agent attrition through innovative CX solutions.

Gant Travel.

Gant Travel is a business travel management firm that helps clients optimize travel spend through a strategic blend of technology, experienced professionals, and efficient processes. In addition to corporate travel, Gant also offers meeting and event planning services. The company supports travelers 24/7 with a globally distributed workforce of 100 to 150 agents across the U.S., Guatemala, and the Philippines. Gant Travel transformed its global contact center operations by replacing disconnected, inflexible systems with Talkdesk CX Cloud, optimizing both traveler and agent experiences.

Results and business impact:

• 80% of calls answered within 60 seconds during peak crises.

• 24/7 global workforce with centralized scheduling.

• 30 point increase in NPS.

Read the full Gant Travel success story.

LifeSearch.

LifeSearch is the UK’s biggest life insurance specialist, offering expert, independent advice to customers around life insurance, critical illness cover, income protection, family income benefit, serious illness cover, and business insurance. The company transformed its quality management process by moving from reviewing just 1% of calls to automatically evaluating 100% with AI-powered automation. Using Talkdesk Quality Management and QM Assist, they built an intelligent quality framework that checks compliance, fact-finding, and product discussions in every conversation.

Results and business impact:

• 100% of calls are now covered by quality checks, up from 1%.

• Track data protection compliance on every call.

• Identify and resolve issues immediately, compared to a previous 30-day lag.

Optimization Leader honorable mention.

Remedy Meds.

Remedy Meds, a telehealth pioneer serving over 100,000 patients, faced significant challenges at launch when support was limited to email, resulting in delayed urgent medication needs and staff being overwhelmed by 2,000–3,000 daily messages. To address this, the company partnered with Talkdesk to implement CX Cloud™, creating a scalable, digital health-focused contact center that handles over 3,000 daily calls, integrates AI-powered tools to assist agents in real time, ensures predictable wait times, and provides clear navigation for patients. Extensive agent training and onboarding programs further reduced attrition while maintaining high service quality.

Results and business impact:

• 3,000+ daily phone calls handled with high service quality, scaling from zero support staff.

• 200+ support agents onboarded rapidly through structured training programs.

• Nine-figure revenue achieved within 13 months, fueled by patient retention and referrals.

Read the full Remedy Meds success story.

Social Impact winner.

This award celebrates companies that make a lasting, positive impact in their communities and the world.

Evara Health.

Evara Health is a federally qualified health center (FQHC). They treat around 60,000 patients per year and receive up to a quarter of a million visits in any given year. Evara Health has spent more than 40 years advancing health equity by embedding social impact into every aspect of care delivery. Serving underserved communities across Pinellas County, Florida, the organization addresses the root causes of poor health through initiatives that span affordability, food security, transportation, maternal health, and community navigation. Evara Health has revolutionized its patient service approach with Talkdesk, addressing key challenges in remote work, patient access, and operational efficiency.

Results and business impact:

• 98% reduction in patient wait times.

• 45% of call volume is managed by AI agents.

• 54% of patient calls are within Talkdesk AI workflows.

• 120% improvement in accessibility and overall patient satisfaction.

Read the full Evara Health success story.

Social Impact honorable mention.

World Vision Canada.

World Vision Canada, an international development relief organization, supports the world’s most vulnerable regions. The organization advances child well-being globally by tackling the root causes of poverty through integrated programs in clean water, education, health, child protection, climate resilience, and emergency relief. With more than 280 program areas worldwide, its community-driven model ensures long-term sustainability by empowering local leadership and addressing the hardest-to-reach places. World Vision Canada deployed Talkdesk to enhance its contact center operations and improve supporter interactions.

Results and business impact:

• 11% increase in Net Promoter Score.
• 40% reduction in outbound handling time.
• 23% increase in giving per interaction.
• $1.5M in annual savings.

CX Innovators: Honoring the individual visionaries.

While technology is the tool, people are the engine of innovation. Behind every breakthrough idea or successful transformation lies an individual who dares to challenge convention and inspire others to think differently.

This year’s new individual categories celebrate those change-makers—the visionaries, problem-solvers, and champions who drive innovation from within. Whether leading teams, reimagining processes, or fostering a culture of creativity, these individuals drive the progress that powers the entire organization. By recognizing their contributions, we honor not just what they achieve, but how they inspire innovation across their businesses.

AI Visionary winner.

This award celebrates business leaders who enthusiastically embrace AI and other emerging technologies to create world-class customer experiences.