IntouchCX - Sales or Customer Service Solutions Technology Partner of the Year

IntouchCX is a global leader in digital customer experience management, back office processing, trust and safety, and AI services. Founded in Canada, IntouchCX employs people across 12 countries and 25 campuses. We immerse ourselves in your world with curiosity, creativity, and innovation as a Trusted Advisor.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

IntouchCX is a global leader where Purpose-Built AI Meets Limitless Potential. Founded in 2001 to redefine customer experiences by blending human connection with emerging technology, we have evolved from a culture-led organization to a tech-integrated enterprise. We are partners in growth, helping to scale and optimize experiences through our AI-enhanced, data-driven, and brand-specific approach. Our strategy is clear: build early, scale fast, and lead with expertise. We innovate with intention, developing proprietary tools like IntouchAI, Sidd Spark, and Vision Prism only where real opportunities exist to make a difference. This commitment to purpose-driven innovation has earned us recognition as a Major Contender in the Everest Group Americas PEAK Matrix® Assessment for two consecutive years, and most recently, we emerged as a Leader in its Customer Experience Management (CXM) Americas PEAK Matrix® Assessment 2025.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 2023, IntouchCX has utilized automation and predictive insights to drive measurable business outcomes for our partners.

• Intelligent Automation: For a leading vacation rental marketplace, we implemented Laivly's Sidd Pro to streamline complex appeasement workflows. Our technology moves seamlessly between the company's entire tech stack to validate claims and ensure process discipline. This resulted in a $17.6M projected network-wide annual savings and a 93% accuracy rate on approved expenses.
• Operational Efficiency: For a major food delivery service, we deployed Sidd Spark to automate routine tasks like note-taking and categorization, allowing agents to focus on complex issues. This drove a 31-second reduction in Average Handle Time (AHT) and a 10-second drop in After Call Work (ACW), while exceeding the CSAT target with a score of 92.61%.
• Revenue Generation: For a leading sports retailer, we utilized a "sales in service" mindset supported by data-driven coaching. Our agents were recognized as top sellers, outperforming the other two vendors in revenue per contact.

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):

These achievements reflect our philosophy that technology must serve a purpose. Unlike providers focused only on transactional execution, we combine advisory expertise with advanced technology to design solutions that anticipate rather than react.

For instance, the vacation rental partner faced a high volume of invalid expenses due to complex policies. Our solution didn't just report on this; it enforced compliance by locking down the refund option directly on the screen, requiring manual overrides for exceptions. This proactive intervention resulted in a 41% improvement in expense accuracy. For a global brand, our AI agent assist tool saved 1,741 total hours over a five-month period. These metrics mean that we are serving as strategic partners helping clients unlock efficiencies and future-proof their operations against economic issues.

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):

Supporting case studies provided as attachments.