2024 Talkdesk CX Innovators Awards: Meet the winners

Each year, the Talkdesk CX Innovators Awards shine a spotlight on organizations that are redefining the meaning of exceptional customer experiences. The 2024 winners have set a new standard using the Talkdesk Ascend AI platform 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 contact 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 2024 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 2024 Talkdesk CX Innovators Award winners, as they share their strategies for enhancing customer experience, efficiency, and growth.

Meet some of the 2024 CX Innovators Awards winners.

CX Innovator Award: Just Eat Takeaway.com.

This award celebrates companies that have uniquely leveraged Talkdesk technology, either as a standalone or in combination with Talkdesk partners and/or other technology, in innovative ways to solve CX and contact center challenges and deliver best-in-class CX.

JustEatTakeaway.com (JET) was recognized as a CX Innovator for its creative adoption of technology to deliver world-class customer service. Faced with the challenge of routing queries efficiently across multiple channels, teams, and time slots—a crucial issue in the fast-paced, time-sensitive food delivery industry—JET set out to innovate.

Over an 18-month period, JET successfully:

• Reduced average handling time by 44%.

• Decreased first response time by 45%.

These improvements dramatically enhanced the initial customer experience, ensuring faster, more responsive service.

A standout achievement was JET’s development of custom-built APIs, which helped manage emergencies. This integration has empowered the central team to set clear expectations, provide timely updates, and even decide when to end calls if necessary, improving the customer experience during unexpected scenarios. Through this innovative use of technology, JustEatTakeaway.com continues to push the boundaries of CX excellence.

AI-powered CX Transformation Award: BCLC.

The AI-powered CX Transformation Award celebrates companies that have successfully embraced AI solutions as a strategic differentiator with positive business impact.

BCLC, alumni of the 2023 Talkdesk CX Innovators Awards, has received an honorable mention for continuing to set the standard for customer experience innovation. Their success is largely driven by a forward-thinking approach to predictive customer experience powered by the Talkdesk Ascend AI platform.

BCLC spearheaded a transformative initiative that dramatically improved operational efficiency and customer satisfaction. The results speak for themselves:

• Average hold time has been reduced to just 25 seconds.
• Customer abandonment rates have dropped to 12% of all inbound calls.
• 30% of inbound calls have been successfully diverted to self-service options.

As a recognized leader in AI-powered CX, Martin Lampman, director customer support operations, will be co-hosting the CX Innovators Showcase where BCLC and other award-winning companies will share their strategies for success.

AI Innovator Award: Collins Community Credit Union.

This award celebrates companies that have adopted Talkdesk AI products to optimize their contact center(s) and improve customer and agent experience.

Collins Community Credit Union (CCCU) has been recognized as an AI Innovator for its forward-thinking strategy in leveraging AI to enhance both efficiency and member satisfaction. With Talkdesk Autopilot, CCCU has successfully streamlined its operations, allowing members to resolve routine inquiries—such as branch hours and other common questions—without needing to speak with an agent.

The impact has been significant:

• Talkdesk Autopilot handles up to 150 interactions daily.
• Has deflected over 10,000 inbound calls from the contact center.
• 50% decline in call abandonment rates, with projections to reduce abandonment even further to just 6%.
• Reduced call volume by as much as 50,000 calls per year.

With over 30,000 interactions handled since its launch, CCCU’s adoption of AI technology showcases how innovative solutions can improve operational efficiency while enhancing the overall member experience.

CX Rookie of the Year Award: Metro Finance.

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

Metro Finance wanted to streamline the customer journey by simplifying customer access to contact center support. Talkdesk Autopilot allowed them to eliminate redundant steps in the process, guiding customers smoothly from start to finish without any disruption.

Talkdesk Autopilot enabled them to record personalized responses in seconds by leveraging archived conversations from top agents to train the AI to address customer concerns effectively. This innovative approach has significantly reduced administrative tasks and improved their reporting capabilities.

The results speak for themselves:

• Reduced operating costs by 40%
• Expanded their portfolio by over 20%.
• 100% completed tasks.

Agents can now provide the same high-quality service to both new and existing customers, ensuring a consistent level of excellence.

Join the conversation: CX Innovators showcase and webinar series.

Want to dive deeper into these stories of CX success? Join us for the CX Innovators Showcase and the CX Innovators webinar series, where this year’s award winners will share their insights, strategies, and best practices.

Register today to learn directly from the companies setting the new standard for customer experience excellence.