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.