NICE has announced the winners of its CX Excellence Awards 2020, with inning organisations honoured for leveraging innovation to drive exceptional customer and employee experiences and improve the bottom line.

The 16 award winners across five categories will be recognised at Interactions Live, NICE’s first-ever virtual conference highlighting the path to uncompromising customer service via best practices for agility, flexibility and adaptability in today’s changing reality.

The winners were also featured in a commemorative digital magazine which highlights how they used innovation to provide brand-differentiating customer service.

The CX Excellence Award winners span a variety of industries including financial services, healthcare, insurance, retail, telecommunications, utilities and more. Winners demonstrated remarkable results in one of five categories:

• Best Cloud Implementation – Highlighting the flawless roll-out of novel cloud-based solutions while enjoying a complete, omnichannel customer experience suite in the cloud. Winners also exhibited rapid innovation cycles and elasticity via their cloud-native platform deployments. The winners are:
  • Farmers Insurance
  • HireRight
  • Trupanion

• Best Business Impact – Driving quantifiable improvements in KPIs across multiple business areas including customer satisfaction, net promoter score (NPS), agent engagement, operational efficiency and revenue growth. The winners are:
  • Banco BMG
  • Northwestern Mutual
  • Teleflora

• Best Customer Experience – Achieving a deep understanding of customers’ personalities and journeys to improve customer experience through advanced, real-time analytics. The winners are:
  • KeyBank
  • Michigan Department of State Information Center
  • Valvoline

• Best Employee Engagement – Boosting workforce engagement and empowerment and demonstrating excellence in transparency, retention and motivation strategies. The winners are:
  • Sallie Mae
  • TD Bank
  • Vera Bradley

• Rookie of the Year – Demonstrating excellence in the rapid adoption and implementation of best practices, achieving rapid ROI. The winners are:
  • LPL Financial
  • PSCU
  • US Bank
  • Wine Country Gift Baskets

Barak Eilam, CEO, NICE said: “We believe innovation is the critical path to success both in dynamic times as well as in measured ones. These organizations define what it means to be CX Agile in ensuring exceptional experiences even as market conditions evolve, and we’re proud to celebrate them. We remain committed to developing novel technologies that allow our customers to make a meaningful impact on the lives of their consumers in any business environment. I’d like to take this opportunity to thank the award applicants and winners for sharing their successes with us this year.”

Click here to access the commemorative digital magazine showcasing how the winners used innovation to drive service excellence.