CX Innovators Awards.

Winner

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.

Honorable Mention

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.”

Winner

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.

Winner

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.

Winner

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.

Honorable Mention

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.

Winner

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.

Honorable Mention

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.

Winner

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.

Honorable Mention

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.

Winner

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.

Winner

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.

Honorable Mention

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.

Winner

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.

Honorable Mention

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.