2025年客户体验创新奖获奖者

ConnectionCX INNOVATORS AWARDS 2025 at scale.24 Award-winning companies transforming the customer experience. who discovered something remarkable this year: technology doesn’t diminish humanconnection, it strengthens it.into the background. Teams coach each other in the moment. Managers see patternsthey couldn’t see before. Agents focus their energy on conversations that truly matter—the ones that require human judgment, creative problem-solving, and genuine empathy. Spend meaningful time with each customer or keep the queue moving. Build genuineconnections or hit efficiency targets.The winners in these pages didn’t accept the old industry standards. They refused Service gets faster and more personal at the same time. Companies grow without losingthe human touch that built them.These stories celebrate innovation, but they’re really about people: agents who care to choose between fast and personal, between efficient and empathetic, between scaleand care. Instead, they built something better with intelligent technology.A healthcare team now connects more patients to care while building deeper trust.about their work, customers who deserve excellent service, and leaders who believeboth are possible. Our CX Innovators found better ways to listen, understand, and assist. A financial services firm helps families plan futures with speed and wisdom. A retailerruns hundreds of locations that feel like one company. These teams demonstratedthat the right tools amplify what great people can achieve. Introductory remarks. everyone else. Companies that invest in exceptional service consistently attract newcustomers while retaining existing ones.Customers expect more than ever, and these winners deliver. Whether you’replanning a transformation or refining existing operations, these stories offerpractical proof of what works. experience through bold choices and smart technology. This year’s winners use AI,intelligent automation, and unified platforms to create service operations that scalewithout compromising the human touch.These twenty-four winners represent the best of what’s possible. They reducedOne thing connects every story in these pages: the teams who refused to choosebetween speed and care, between efficiency and empathy, between scale and soul.They found better ways, and now is the time to learn from them. handle times while deepening relationships. They scaled operations whilemaintaining personal service. They automated routine work while freeing agentsto focus on conversations that truly matter.This year’s honorees span a range of industries, from community banks helping across continents. Each story proves the same truth:great technology amplifiesgreat people. Table of contents Ultimate InnovatorAward Winner: CAI AI VisionaryAward Winner: Emprise Bank Award Winner: Rocky BrandsAward Winner: QuadientAward Honorable Mention: TowneBankAward Honorable Mention: John PaulRookie of the Year0607080910 2829Award Honorable Mention: Career CertifiedMomentum Leader 323334Award Honorable Mention: BCLCAward Honorable Mention: Grupo PurdyOur esteemed judges Award Winner: United RentalsAward Winner: MasOrange Award Honorable Mention: Arbella InsuranceGrowth Leader1314 Award Winner: Barceló Hotel GroupAward Winner: Carey International Award Honorable Mention: Zion Call ManagementEfficiency Leader1718 Award Winner: NinefoldAward Honorable Mention: Merchants Bank2021 Award Honorable Mention: FalkensteinerOptimization LeaderAward Winner: Gant Travel2224 Award Winner: LifeSearchAward Honorable Mention: Remedy Meds 26 CX INNOVATORS AWARDS Celebrating companies that have uniquely leveragedUltimateInnovator Talkdesk technology in innovative ways to solve CX challengesand deliver best-in-class customer experiences. ULTIMATE INNOVATORWINNER CAI’s CX vision.CAI believes the best service happens before customers realize they need it, transforming service agents into guardians who protect uptimeand trust.Impact•Reduced incident detection time from over four hours to under 15 minutes.•Increased agent productivity by 35% andimproved customer effort scores by 45%.•Enhanced client retention by 20%. A better way to predict and prevent servicefailures.Agents switched between disconnected systems, taking more than four hours to detect incidents manually. Despite exceedingtraditional efficiency metrics, CAI struggled to move beyond reactivetroubleshooting. The company’s legacy infrastructure finally collapsed.Rather than patch the old platform, the team shifted directly to CAI operates a service desk for enterprise technology clients,From four-hour incidentdetection to 15-minuteprevention. Talkdesk. Over one weekend, they deployed Talkdesk CX Cloud®,Talkdesk Copilot™, Talkdesk Interaction & Quality Analytics™, andTalkdesk Workforce Management™. Within three hours, core systemswere operational, with full functionality restored by Monday. Agentsnow work from a single platform that displays everything: everyconve