AI & Digital Transformation Customer Service Categories
These artificial intelligence (AI) and digital transformation categories will recognize the unavoidable impact that these burgeoning technologies and capabilities are having on the sales and service landscape.
Achievement | Individual | Team
Individual
Information required for entries in these categories include:
1. Written answers to the following questions, describing the nominated individual’s achievements since July 1, 2024, OR a video of up to five (5) minutes in length that answers all of the same questions:
a. Briefly describe the nominated individual: history and past performance (up to 1,250 characters). Required
b. Outline the nominee’s achievements since July 1, 2024, that you wish to bring to the judges’ attention (up to 1,500 characters). Required
c. Explain why the achievements you have highlighted are unique or significant. If possible, compare the achievements to the performance of other players in your industry and/or to the nominee’s past performance (up to 1,500 characters). Required
d. Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters). Optional
2. Optional (but highly recommended), add to your entry up to 10 webpage links and up to 10 document uploads to support your case to the judges. These might be press articles, press releases, videos, or images, for example.
210. Digital Transformation Leader in Customer Service. Successful nominations in this category will recognize individuals who have led or significantly contributed to digital transformation initiatives within a customer service function since July 1, 2024. This includes the strategic implementation of digital tools, platforms, or technologies that have improved customer experience, streamlined operations, or elevated team performance.
211. AI & Tech Focused Customer Service Innovator of the Year. Successful nominations in this category will recognize individuals who have pioneered the use of artificial intelligence and emerging technologies to transform customer service delivery since July 1, 2024.
212. Customer Service AI Trainer or Specialist of the Year. This category honors individuals responsible for designing, training, or optimizing artificial intelligence systems used in customer service since July 1, 2024.
213. Best Use of AI by a Customer Service Manager. Successful nominations in this category will highlight a customer service manager who has effectively deployed AI technologies to improve team performance or customer engagement since July 1, 2024.
Team
Information required for entries in these categories include:
1. Written answers to the following questions, describing the nominated team’s achievements since July 1, 2024, OR a video of up to five (5) minutes in length that answers all of the same questions:
a. Briefly describe the nominated team: its history and past performance (up to 1,250 characters). Required
b. Outline the team’s achievements since July 1, 2024, that you wish to bring to the judges’ attention (up to 1,500 characters). Required
c. Explain why the achievements you have highlighted are unique or significant. If possible, compare the achievements to the performance of other players in your industry and/or to the team’s past performance (up to 1,500 characters). Required
d. Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters). Optional
2. Optional (but highly recommended), add to your entry up to 10 webpage links and up to 10 document uploads to support your case to the judges. These might be press articles, press releases, videos, or images, for example.
214. AI & Tech-Focused Digital Transformation Team of the Year. Successful nominations in this category will recognize teams that have led or played a critical role in driving digital transformation through the innovative use of AI and technology since July 1, 2024.
215. AI & Tech-Focused Customer Service Team of the Year. This category honors customer service teams that have successfully leveraged AI and advanced technologies to elevate service quality, efficiency, and customer satisfaction since July 1, 2024.
Achievement
Information required for entries in these categories include:
1. Written answers to the following questions, describing the nominated organization’s achievements since July 1, 2024, OR a video of up to five (5) minutes in length that answers all of the same questions:
a. Briefly describe the nominated organization: its history and past performance (up to 1,250 characters). Required
b. Outline the organization’s achievements since the beginning of July 2024 that you wish to bring to the judges’ attention (up to 1,500 characters). Required
c. Explain why the achievements you have highlighted are unique or significant. If possible, compare the achievements to the performance of other players in your industry and/or to the organization’s past performance (up to 1,500 characters). Required
d. Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination. (up to 1,500 characters). Optional
2. Optional (but highly recommended), add to your entry up to 10 webpage links and up to 10 document uploads to support your case to the judges. These might be press articles, press releases, videos, or images, for example.
217. AI Transparency & Trust Achievement of the Year (New for 2027)
Recognizing organizations for initiatives since July 1, 2024, that have strengthened customer trust through transparent, explainable, and accountable use of artificial intelligence in customer service.
218. Customer Service Achievement in Automation. Successful nominations in this category will recognize outstanding achievements in automating customer service processes to improve speed, consistency, and overall efficiency since July 1, 2024.
219. Best Use of AI In Customer Service. This category honors organizations or teams that have effectively applied artificial intelligence to enhance customer service delivery since July 1, 2024.
220. Best Use of Chatbots or AI Assistants in Customer Service. This category recognizes excellence in the deployment and management of chatbots or virtual AI assistants to support customer interactions since July 1, 2024.
221. Best Use of AI Integration in Contact Centers. Successful nominations in this category will showcase how AI has been strategically integrated into contact center operations since July 1, 2024, to enhance performance and customer service outcomes.
222. Best AI-Driven Customer Experience. This category honors the most effective and innovative uses of AI to deliver exceptional end-to-end customer experiences since July 1, 2024.
223. Achievement in AI-Powered Self-Service. Successful nominations in this category will recognize organizations that have developed or implemented AI-powered self-service solutions since July 1, 2024, that significantly enhance the customer experience.
224. Best Predictive Customer Service Using AI. This category honors the most effective uses of AI-powered predictive technologies to anticipate customer needs, prevent issues, or proactively deliver support since July 1, 2024.
225. Best Use of Generative AI in Customer Interactions. This category recognizes organizations that have successfully implemented generative AI technologies - such as large language models - since July 1, 2024, to enhance or automate customer communications.
226. Customer Service Training Program of the Year – AI Readiness. Successful nominations in this category will showcase comprehensive training programs designed to prepare customer service teams for AI-enabled environments since July 1, 2024.
227. Human-Centered AI Innovation of the Year (New for 2027)
Recognizing organizations for innovative uses of artificial intelligence that enhance, rather than replace, human interactions in customer service since July 1, 2024.