CX Innovators Awards Winners
Celebrating customers who redefine customer experience.
Los ganadores.
Defining features of 2026’s award winners.
Connected.
Replacing fragmented tools with one platform where systems, data, and AI agents work together.
Hybrid.
Pairing AI with human expertise. AI handles repetitive work. People manage the conversations that need judgment and empathy.
Outcome-focused.
Turning strategy into measurable gains while treating AI as an operating model, not an experiment.
Innovator of the year
Celebrating those who have mastered the orchestration of their tools,
whether that’s through advanced API integrations or new AI agents.
Ganador
96% reduction in after-call work.
Cut post-call handle time from 20 minutes to 45 seconds with AI-powered summaries and automated dispositions.
Ganador
650+ accounts managed in <50 flows.
Slashed legacy routing administration by over 80% while standardizing BPO operations.
Mención de Honor
75% increase in email response times.
Accelerated email response times with AI email automation and shifted phone volume to chat—saving 920 hours of agent handle time in 7 months.
Mención de Honor
+1.0 CSAT point increase in one week.
Restored live chat across 3 direct-to-consumer brand storefronts with zero professional services spend, driving an immediate CSAT increase of over 1.0 point.
Novato del Año
Honors new Talkdesk customers who achieved rapid deployment, immediate time-to-value, and outstanding customer experience results within their first year.
Ganador
98% reduction in average hold times.
Slashed customer wait times from over 20 minutes down to 20 seconds while flipping Member NPS from negative to +75.
Ganador
93% cut in customer wait times.
Reduced hold times from 45 minutes down to ~3 minutes by replacing 12 legacy systems with a single phone number and AI voice agent.
Mención de Honor
Exceeded speed-to-answer target.
Answered over 104,000 resident calls in the first month with a 5.4-second average response time, beating the initial goal of 20-seconds.
Mención de Honor
75% faster migration.
Cut global contact center migration time from an estimated 10 months down to 10 weeks across 1,200 seats and 15,000 phone numbers.
AI Agent of the Year
Celebrando a las empresas que han creado e implementado sus propios agentes IA que ofrecen experiencias del cliente automatizadas y excepcionales, además de un valor empresarial medible.
Ganador
Zero wait across 1,000 daily calls.
Caleb Grant, autonomously handles 25% of eligible seller calls with zero wait time and a 92% internal QA accuracy score.
Mención de Honor
150% increase in digital channel share.
Expanded digital chat’s share of total customer interactions from under 10% to over 20% with 24/7 zero hold times using AI agent, Hannah.
Hybrid Workforce Leader
Homenaje a las organizaciones que destacan por gestionar y coordinar agentes IA y agentes humanos de forma fluida, reconociendo que las experiencias del cliente más impactantes se basan en la sinergia que se genera cuando ambos trabajan juntos.
Ganador
91% cost reduction per interaction.
AI agent, Ava, handles member calls at $1 per interaction compared to $12+ for human agents, achieving an 80% resolution rate.
Ganador
100% quality assurance coverage.
Expanded QA coverage from under 1% to 100% across 260 advisors, cutting data protection complaints by over 50%.
Mención de Honor
70% reduction in after-call work.
Cut post-call administrative work by 70% for collectors while autonomously resolving over 50% of member digital chats within 30 days of launch.
Modernization Maverick
Honors forward-thinking organizations that successfully transitioned legacy, manual processes into modern, automated CX workflows. This category celebrates teams taking bold strides in digital transformation.
Ganador
64% self-service resolution rate.
Resolving customer needs through automation while reducing demand on agents.
Ganador
100% elimination of payment data breaches.
Achieved zero misdirected notifications across ~90 daily international payment files while maintaining a 99% 24-hour SLA response rate.
Mención de Honor
>88% reduction in after-call work.
Reduced post-call documentation time from 90 seconds to under 10 seconds while maintaining a 4.7–4.8 out of 5 CSAT score across healthcare desks.
Visionario de la IA
Recognizes executive leaders who champion artificial intelligence and emerging technologies to transform key business metrics and customer outcomes.
Ganador
“We went from protecting the customer by hoping and the business by guessing to evaluating 100% of calls with AI. It takes a coach 10 seconds to verify an interaction via direct link without listening to an hour-long recording.”
Jonathan Preston, AI Technical Lead, LifeSearch
Mención de Honor
“Let technology carry the complexity so people can deliver the connection. Standardized operational workflows are the foundation that allows us to adopt AI responsibly.”
Kimberly W. Laney, Director, Niner Student Services, UNC Charlotte
Líder Catalizador
Honors inspiring female leaders in customer experience who empower front-line teams and propel industry innovation forward. Winners leverage technology to build differentiated customer experiences while setting new standards for executive CX leadership.
Ganador
“We can report the deeper ‘why’ of a customer conversation without the agent even being involved. Traditional metrics like calls per day don’t apply when you’re solving complex B2B issues—effectiveness is the real win.”
Karen Amo, Operations Analyst, Ashley Furniture
Ganador
“In Tagalog we say, ‘Saan ka man sa mundo, abot ka namin doon’—wherever you are in the world, we can reach you. We envision AI as a companion to our frontliners, picking up buying signals and handling off-hours inquiries.”
Weng Espiritu, Vice President, Virtual Store Head, Bank of Philipines Islands
Mención de Honor
“What people really want is to never need support at all. AI handles the routine tasks our experts never needed to spend time on, letting our team focus on deep product analysis and building what’s next.”
Jessica Gupta, COO, Infopay
Connect with this year’s winners.
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