The CX Awards has returned to spotlight the pinnacle of customer experience innovation.
This year, we’ve left no stone unturned, ensuring a diverse array of awards that span everything from CCaaS to CPaaS, conversational AI to WEM, and beyond.
Yet, it’s not only about the tech – and our awards program recognizes that – putting the names of innovative customer experience teams and leaders up in lights.
There’s something for every customer experience enthusiast!
That said, only some will walk away as worthy winners, as our esteemed judges – well-versed in the entire CX stack – whittle down the entrants to illuminate the best each category has to offer.
Stay tuned as we unveil the lineup of judges soon. However, with no further delay, let’s dive into the much-anticipated list of categories for the 2024 CX Awards.
→ APPLICATION FORM: Get your hands on a copy here.
The Innovation Awards (for Tech Vendors)
Best Enterprise Contact Center Platform
Enterprise contact center deployments are steeped with complexity. There is so much to think about, whether that’s in integrating systems, connecting data flows, or assuring the performance of various solutions. This award singles out a provider of a comprehensive platform with a track record for successful enterprise deployments that meet extensive customer requirements.
Best Mid-Market Contact Center Platform
Mid-market businesses do not have the same exhaustive list of specific features. Typically, they primarily want the basics done well, alongside tight connections with their core business platforms, agent support tools, and a reasonable price tag. This category aims to pinpoint a platform that hits these critical pillars and offers businesses a robust foundation to build from as they grow.
Best Microsoft Teams Contact Center Solution
All in all, there are 36 certified Microsoft Teams contact center integrations. Yet, each offering is the same. Some have layered over enhanced reporting, routing, and AI features to stand out on this ever-growing list. Recognizing this, our award celebrates the vendor that has gone furthest to differentiate its Teams offering.
Best CRM Platform
In the crowded arena of CRM, where competition reigns supreme, many businesses default to industry giants. Yet, many new-wave vendors are challenging this dynamic, catching the eye with an elaborate vision. This category celebrates a vendor making a distinctive mark in the midst of relentless competition.
Best Workforce Engagement Management Solution
As a wave of self-service solutions snap up simple customer queries, Workforce Engagement Management (WEM) platforms have emerged as pivotal contact center solutions. They help contact centers prepare agents for increased conversation complexity, enable autonomy, and make the working day more enjoyable. This award recognizes a vendor with a track record of boosting such outcomes – and many more.
Best Conversational Intelligence Solution
Across the CX arena, AI dominates conversations. Conversational intelligence often provides critical insights into where AI deployments fit best. Yet, it does much more. This award hails the providers that push the boundaries, transform interaction data into new insights, and bring exciting use cases to life.
Best Virtual Agent Platform
2023 proved a wild year in the highly crowded conversational AI market. Indeed, many brands brought new GenAI-powered capabilities to the market to differentiate themselves in this ferocious battleground. This award will go to a virtual agent platform that – through generative AI or alternative innovation – offers a differentiated solution with trusted support services.
Best Customer Experience BPO
Amidst rising demands on contact centers, businesses turn to BPOs for support. This award recognizes a standout BPO excelling in managing contacts and driving customer experience transformation projects with exceptional results.
Best CPaaS Platform
90 percent of businesses will leverage CPaaS platforms by 2026, up from 30 percent in 2022. Yet, they vary significantly in their capabilities – with some vendors even offering IoT-packaged solutions, 5G-enabled communications APIs, and more. This award will target a vendor with a comprehensive platform and a track record of executing on tricky, niche customer requirements.
Best Loyalty Management Platform
There is no exact recipe for customer loyalty. New theories twist and turn. As such, loyalty management platforms must offer businesses an agile base, allowing companies to craft novel solutions that incentivize and drive loyalty in fresh ways. The winner of this award will do precisely that, paving the way for the most innovative strategies.
Best Use of AI
From automation to analytics, AI plays a transformative role in CX. However, not all AI use cases are equal. This category seeks to spotlight a particularly eye-catching application of AI a vendor has deployed and unveil all its benefits, ensuring it receives all the recognition it deserves.
Best Use of Generative AI
Generative AI is the new kid on the block, already shaping interactions and bolstering CX outcomes. Some have almost become expected parts of a portfolio – like auto-summarizations in CCaaS. Yet, others are more imaginative. This award hones in on the latter, highlighting an exceptional use case that enables enhanced customer experiences.
Most Innovative Product
Occasionally, a solution reshapes its subset of customer experience with a clever feature or a revolutionary product suite. This award is tailored for vendors capable of providing something unique that offers a compelling differentiator from their closest competition.
Best Overall CX Solution
Phew… with all those innovation categories, there’s lots to cover. But, across all of the worthy winners, some standouts will emerge. For those confident that they could win one category or more, entering this award will reaffirm the genius of their offering and add icing to the cake.
The People & Transformation Awards (for CX Teams and Leaders)
Best Customer Experience Team of the Year
Customer experiences hinge on people, processes, and technologies. This award celebrates the former, highlighting the customer experience teams that, throughout 2023, have maximized mission-critical outcomes with creativity, a strategy, and a smile.
CX Rising Star (Individual)
Customer experience leaders often face huge hurdles. Yet, the rising stars persevere, overcome them, and transform employee, business, and – of course – customer outcomes in the process. This category shines a light on some of those stories and central protagonists who are chiefly responsible.
CX Rising Star (Organization)
Ordinarily, more than one person is at the heart of a customer success story. Teams work together, share ideas, and mold the customer journeys of tomorrow. Naturally, some have more success than others, and this prize will hone in on the biggest success stories taking flight, ready to set the CX world alight.
Best CX Deployment
Case studies flood the customer experience space, and some of the most remarkable deployments get lost amongst all the noise. Yet, this accolade ensures that those pioneering success stories gain deserved recognition, with businesses and their tech partners sharing the limelight.
Best Agent Experience Transformation
Contact centers are placing more emphasis on the agent experience than ever before to bolster their skills when handling more complex customer contacts, support their well-being, and – ultimately – curb churn. This award applauds organizations that have orchestrated remarkable agent experience transformations and have the stats on hand to back them up.
CX Leader of the Year
Customer experience vendors constantly grapple with new concepts and technologies to craft solutions that drive customer experience disruption. This award spotlights an individual behind the logo, a key player behind their business’s success.
Women in CX Technology
In a tech landscape where women are frequently underrepresented, this award acknowledges and celebrates a female professional who has showcased excellence, innovation, and leadership in the field of CX technology.
Apply Now for the CX Awards 2024!
Applications for the CX Awards 2024 are already open, and many eager participants are already plotting their path to victory.
Those raring to join them may do so by downloading the application form.
Just remember; time is of the essence! Applications slam shut on Wednesday, 24th January, and the grand finale awaits on Thursday, 29th February, captivating our global audience.
We wish you all the very best of luck!
