Company: IntouchCX, Winnipeg, Manitoba
Nomination Submitted by: IntouchCX
Company Description: IntouchCX is a global leader in customer experience management, digital engagement, technology, and AI and automation solutions. We set a new standard by immersing ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships.
Nomination Category: Thought Leadership Categories
Nomination Sub Category: Best Use of Thought Leadership in Customer Service
 Nomination Title: IntouchCX
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the thought leadership achievements since July 1, 2022 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
IntouchCX is a global leader in customer experience management, digital engagement, AI and automation, and trust & safety solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a trusted advisor, helping brands increase customer satisfaction and scale faster through a data-driven and brand-specific approach. With a team of over 35,000 employees across 26 campuses in 14 countries, IntouchCX delivers transformative solutions tailored to meet the evolving needs of global clients.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 131 words used.
IntouchCX has introduced multiple innovative solutions in the last few years including IntouchAI, Sidd Spark, IntouchNXT, Catapult, Vision, and Superpunch, enhancing customer experience and operational efficiency.
At IntouchCX, our five strategic differentiators shape how we impact clients and employees, delivering brand specific work for 200+ clients across the globe. We immerse in our clients’ ecosystems, empower our people, and build trusted advisory and partnership for long term success. Through innovation with AI and automation, we deliver strong, consistent performance, redefining customer experience with purpose and bold leadership. We are able to push the boundaries of customer experience through our innovative solutions that include: IntouchAI, Mosaic Languages, Sidd Spark, process automation, and strategic workforce positioning. As a result, we deliver strong, consistent performance to deliver on the metrics that matter the most.
- Outline the organization's thought leadership achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 248 words used.
Recognized as a Major Contender in the Everest Group Americas PEAK Matrix Assessment for CXM services for two years in a row, IntouchCX was also featured in the Conversational AI Products PEAK Matrix Assessment 2024, IntouchCX has solidified its position as a trusted partner for the world’s leading brands. These accolades highlight the company’s unwavering commitment to innovation and its ability to deliver scalable, impactful results that shape the future of CX.
Our approach to customer service is grounded in thought leadership, turning challenges into opportunities and setting a new benchmark for how businesses connect, support, and engage with their customers. Through various thought-provoking webinars, we analyze market trends, emerging challenges, and cutting-edge technology solutions in order to drive success for our partner brands and employees at the same time.
One of our webinars that stands out is Optimizing Loyalty Through the Challenges of Seasonality which explores how brands can sustain customer engagement during the times of peak demand by using AI and predictive analytics to enhance retention and personalize interactions. On the other hand, our session, The Chatbot Will See You Now, demonstrates how AI-driven mental health support can revolutionize workplace well-being, offering proactive and personalized resources that improve not only employee productivity, but also satisfaction.
Additionally, we did research on digital workplace well-being that highlighted the importance of AI-powered mental health tools, such as linguistic biomarkers and just-in-time support, which increased employee engagement with well-being resources by 42% and reduced workplace stress indicators through early intervention.
- 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 250 words):
Total 149 words used.
With a simple and transparent methodology, we facilitate speed to scale and focus on what social and long-term trends are influencing the future, what possible global macro scenarios could shape the future, and craft strategies to consistently lead from the future.
We strengthen online safety through education, research, and technology partnerships, including TSPA. Our clinically designed well-being program integrates AI for innovation.
Our proprietary tools, such as IntouchAI and Mosaic Languages optimize interactions by delivering personalized, scalable, and efficient solutions. We have redefined customer service solutions technology by blending cutting-edge innovation, operational excellence, and a people-first approach.
We invest in employee well-being by leveraging technologies to enhance performance and employee experience. Superpunch Care integrates into Superpunch, our employee engagement app, to provide agents with personalized well-being recommendations and resources. Superpunch has an intelligent stress detection and monitoring tool that enables us to proactively support employees at the right time.
- 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 250 words):
Total 111 words used.
Thought Leadership:
Our Solutions:
Case Studies and Whitepapers:
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