2024年客户体验创新奖获奖者

EveryCX INNOVATORS AWARDS 2024 conversationmatters. the organizations who turn everyday interactions into extraordinary experiences.From credit unions guiding first-time homebuyers to global retailers managingcomplex supply chains, these winners prove that magic happens when greatpeople have the right tools to help other people.for themselves—faster answers, smarter solutions, and customers who keepcoming back.These pages tell stories of innovation, but at their heart, they’re stories about peoplehelping people. Our CX Innovators remind us that the best customer experience isn’t just about technology—it’s about finding a better way—to listen, understand,and help.Every conversation matters. to meet them. They’re putting AI to work to handle routine tasks so their teamscan focus on real conversations. They’re making it easier for customers to get helpwhenever and however they need it. They’re proving that even in our digital world, Introductory remarks. business landscape, where customers have more choice than ever before. Our hopeis that the success of Talkdesk users serve as inspiration for you, whether you areundertaking a customer experience transformation or looking for ways to improveyour existing business. differentiator. Those who invest in building bold, memorable experiences retainmore customers while attracting new ones. unlocked innovative customer experiences with the help of technology. Today,we see Talkdesk customers being unafraid in the face of innovative technology—embracing AI, hyper-personalization, and integrations to build intuitive, secure,and thoughtful customer experiences.The 2024 CX Innovators Awards winners and honorable mentions are the best of the opportunity to rid the world of bad customer experiences—and now is the timeto get started. best. This ebook is a collection of their stories, accomplishing reduced handle times,faster call resolutions, and increasing personalization at a rate previously unheard of.The 2024 award season recognizes some of the world’s most notable brands,like Just Eat Takeaway.com, MANGO, Michaels, and World Vision Canada. Table of contents CX InnovatorAward Winner: Just Eat Takeaway.com AI-Powered CX TransformationAward Winner: BCLC Award Winner: FortemAward Honorable Mention: MANGOAward Honorable Mention: OuroAI Innovator06070809 2829Award Honorable Mention: Municipal Credit UnionAward Honorable Mention: Memorial Healthcare SystemCX Efficiency Leader Award Winner: Evara Health Award Winner: Collins Community Credit Union 3233Award Honorable Mention: Collins Community Credit UnionAward Honorable Mention: MichaelsCX Revenue Growth Leader Award Honorable Mention: World Vision CanadaAward Honorable Mention: CheckrPartnered CX Innovation1213 Award Winner: TireHubAward Honorable Mention: MaxorPlus Pharmacy 36CX Visionary Award Honorable Mention: ViPcom/CentricCX Rookie of the Year16 Award Winner: JK Moving ServicesAward Honorable Mention: BCLC Award Winner: Teka GroupAward Honorable Mention: Nassau Financial GroupAI Rookie of the Year1819 394041Award Honorable Mention: Serta Simmons BeddingOur esteemed judges Award Honorable Mention: Credit Union 1 Award Honorable Mention: Evara HealthCX TransformationAward Winner: Medela2325 CX INNOVATORS AWARDS CX Innovator contact center challenges using Talkdesk technology. Whetherworking with Talkdesk alone or alongside AppConnect partnersand other solutions, these organizations created approachesthat deliver outstanding customer experiences and show justwhat’s possible in modern customer service. CX INNOVATORWINNER JET also introduced innovative emergency response capabilitiesthrough custom API integrations, enabling them to manage criticalsituations across their global network. This system allowed the centralteam to coordinate responses to weather-related issues, technicaldisruptions, or other unexpected events, ensuring clear communicationwith both customers and delivery partners during challenging periods.As a result, JET built a more resilient delivery network that maintainsservice quality even under difficult circumstances. JET’s CX Vision.JET envisions a customer experience that seamlessly supports their complex delivery network while ensuring swift issue resolution for allstakeholders. Their contact center plays a crucial role in this vision,aiming to provide consistent, high-quality service regardless oflocation or market. This commitment to service excellence becomesparticularly vital in managing the time-sensitive nature of food deliveryoperations, where quick response times directly impact customersatisfaction and partner success. Just Eat Takeaway.com (JET) operates one of the world’sServing better customercare brings order to onlinefood delivery. To tackle unpredictable call volumes and fluctuating demand, •Reduced average handling time by 44% over JET proactively implemented Talkdesk’s scalable platform, seamlesslyintegrating it with Zendesk and Salesforce. Deploying