ResultsCX: Account Management Team of the Year

ResultsCX is a leading provider of transformational Customer Experience Management (CXM) solutions to 130+ global brands, including Fortune 100 and FTSE 250 companies. For 30+ years, we have been driving superior customer and business outcomes for brands across Healthcare, Media, Telecom, Fast Growth technology, Retail, Banking and Financial Services, and other industries globally.

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

As a strategic CXM partner to a leading Managed Healthcare Services Provider, ResultsCX's Account Management team ensures that [REDACTED FOR PUBLICATION] million Americans maintain uninterrupted access to essential care. The team guides members, including some of the nation's most vulnerable, through defining moments in their healthcare journey: selecting plans, understanding benefits, accessinglife-sustaining prescriptions, managing chronic conditions, and connecting to essential services.

In an industry where many BPO partners remain transactional, the team has become a trusted ally by identifying friction and acting early to protect member health and dignity. When a major formulary change threatened continuity of care for seven million members, they transformed a dense 100-page notice into clear, visual guidance that prevented lapses in insulin, cardiac, and transplant therapies that could have resulted in hospitalizations or worse-an impact unmatched by any other vendor.

Over the past two years, the team has ranked #1 among seven vendors, delivered 95%+ performance across all core KPIs, expanded into new channels, regained previously lost business, and delivered a 593% Q4 ramp- all while maintaining the accuracy, quality, and trust that millions of members depend on.

Most importantly, behind every metric is a human story. A grandmother who keeps her heart medication, a father who reaches dialysis on time, a caregiver who receives clarity when it matters most.

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

Metric	RCX Outcome	Industry Benchmark
KPI Improvement	88% - 98%	+2-4 typical Y/Y
Gaps in Care Closed	8-12%	6-10%
Service Level	90%	78%
Abandonment Rate	2%	5%
CSAT Score	88%	82%
FCR	87%	72-75%
Employee Attrition	4.5%/mo	8-12%/mo
YOY Reduction in Complaints to CMS	-75% Y/Y	Up 12-20%
CMS Audit for Accuracy and Timeliness	99%	94%
CMS Audit for TTY LEP Support	100%	98%
Claims Adjudication Financial Accuracy	100%	92-96%

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):

What makes this team truly exceptional is the scale and significance of its impact. Even as the healthcare sector battled unprecedented volatility, the team ensured seniors received life-sustaining medications, Medicaid and Dual members maintained continuity of care during the post-COVID regulatory reset, caregivers received fast and accurate guidance, and the chronically ill avoided dangerous coverage gaps.

Guided by a leadership model that anticipates the future, applies a people-first approach, and delivers excellence at every step, the team achieved the strongest results across all seven vendors and resolved long-standing issues affecting vulnerable populations. They delivered higher-quality outcomes at lower cost-to-serve through 10-20% reductions in AHT, fewer repeat contacts, and 100% financial accuracy in claims adjudication-returning taxpayer dollars to the system and valuable time back to members.

The team's early-warning models, benefit-accuracy insights, and simplified experiences transformed operations from reactive and compliance-driven to proactive and insight-led. Their operational rigor converted strategy into scalable systems that held firm even as some lines surged by over 400% in volume. By contrast, four competing vendors lost business due to inconsistent delivery.

In a sector where a single failure can disrupt care, this team ensures millions receive the health support they rely on every day.