CMSWire Announces 2024 Customer Experience Leader of the Year and IMPACT Award Honorees
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SMG Staff
The awards honor practitioners and vendors who exemplify the design and implementation of a superior customer experience strategy.
SAN FRANCISCO, CALIFORNIA, USA, March 7, 2024 CMSWire, the world’s foremost publication covering digital customer experience brought to you by Simpler Media Group (SMG), today announced the 2024 Customer Experience Leader of the Year and the full list of CMSWire IMPACT Award recipients across eight categories. The CMSWire IMPACT Awards celebrate exceptional work in the fields of customer experience and the digital experience.
The most prestigious award is the Customer Experience Leader of the Year. This award is presented to an individual who demonstrates excellence in leading to improve customer experience through partnering across the organization and leveraging digital technologies.
CMSWire’s 2024 Customer Experience Experience Leader of the Year is Eric Carrasquilla, President of Customer Experience for CSG.
Judges were impressed with Eric’s credentials and praised his tireless efforts to improve the customer experience. As one judge commented, “This application conveys his unique ability to innovate solutions coupled with versatility to cross industries and positively impact CSG customers and their customers’ customers.” Judges felt Eric’s long tenure at CSG gave him a deep understanding of the customer experience and made him uniquely suited to improve CSG’s CX and take the company to the next level.
Leader of the Year finalists who received honorable mentions include Nichole Devolites, Founder and Principal Consultant for LYSI Holding Co., Mary Quinones, Vice President of Global Customer Service at Accurate Background and Jose Herrera, CEO and Co-founder of Horatio.
CMSWire is also honored to announce winners in the following practitioner categories: Customer Journey Innovation, Customer Service Excellence and Innovative Use of CX Technology. These categories honor departments or teams for their efforts. The 2024 honorees include:
- Customer Journey Innovation (Gold): Customer Success Team, Banzai
- Customer Journey Innovation (Silver): Consumer Technology, ClearChoice Management Services
- Customer Service Excellence (Gold): Small Business Strategy Team, CNA Insurance
- Innovative Use of CX Technology (Gold): Global Marketing, Vertiv
- Innovative Use of CX Technology (Silver): Professional Services, ImageSource
New to this year’s program are awards that recognize CX vendors for the work they’ve done on behalf of customers to improve the customer experience. Vendor categories include: Best Customer Experience Transformation, Best Use of AI in Customer Experience, Best Omnichannel Personalization and Best Contact Center Innovation. The 2024 honorees are:
- Best Customer Experience Transformation (Gold): Progress
- Best Customer Experience Transformation (Silver): NICE
- Best Use of AI in Customer Experience (Gold): Coveo
- Best Use of AI in Customer Experience (Silver): GroupBy
- Best Omnichannel Personalization (Gold): Kustomer
- Best Contact Center Innovation (Gold): Sprinklr
- Best Contact Center Innovation (Silver): UiPath
Winners were chosen from qualified nominees who were required to be customer experience leaders, departments/teams or vendors that deployed superior customer experience initiatives or programs over the past year. Judging was completed by a panel of practitioners and industry specialists, led by CMSWire Editor-in-Chief Rich Hein, with the winner and honorable mentions selected based on information provided through the nomination process.
CMSWire congratulates all winners and finalists of this year’s awards program. Learn more about the CMSWire IMPACT Awards and consider applying to the 2025 program.
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Simpler Media Group (SMG) is a B2B technology information and research services company serving a 7 million+ strong community of global digital business leaders. Our Mission: Advance the careers of our members via top-tier knowledge and networking. Our flagship publication, CMSWire, is complemented by our Reworked publication and our latest VKTR publication, focused on the business of enterprise artificial intelligence.
