Spotlight on AI and diversity at the 2023 CCW Excellence Awards

Diversity and inclusion, and advanced technologies like artificial intelligence (AI) and automation were among the key themes that emerged at CCW Excellence Awards, the yearly awards ceremony hosted by our sister portal Customer Contact Week (CCW).

Taking place on the final day of the 25th annual Customer Contact Week Las Vegas, the awards recognize the contributions of the most innovative companies and best-performing executives in the customer contact industry.

There were four new inductees to the CCWomen Hall of Fame, among them Kacey Felila Tolua of Marriott International, who said: “The one piece of knowledge I’m looking to share with everyone is about CCWomen, empowerment and gratitude for the allies… I'm really honored to be able to follow in the footsteps of such powerful women.”

Over in the vendor categories, AI-powered self-service platform NICE won Disruptive Technology of the Year, while cloud contact center provider TalkDesk received an honorable mention.

Arise Virtual Solutions, which has CX Network’s top 50 influencer Nate Brown as senior director, was runner up for BPO of the Year and received an honorable mention for Workforce Innovation of the Year.

Meanwhile the award for Automation Solution of the Year went to CallMiner, a software company that leverages AI and machine learning (ML) to analyze every voice and text-based customer interaction. CallMiner won the same award in 2021 and was named runner up for Workforce Innovation of the Year at the 2022 CCW Excellence Awards.

“AI is everywhere, and it continues to be top of mind for CallMiner’s customers,” said Eric Williamson, CMO at CallMiner. “By leveraging advanced AI technology to further enhance our automation capabilities, the CallMiner platform is enabling organizations to drive quality and operational efficiency in the contact center, as well as measurable CX improvements enterprise-wide.

“We’re honored to be recognized among such an impressive group of finalists. The award is proof of the significant value our platform brings to our customers and our ability to help them achieve a wide range of business goals.”

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