Support Experience
AI Awards 2025
Recognizing organizations, teams, and individuals for innovation, creativity, and process improvements in delivering excellent support experiences.
Submit your nominations below for the 2025 Support Experience AI awards.
TEAM
Customer Experience
Awarded to the team that excels in delivering an exceptional customer experience. This team has a clearly defined customer journey, aligning its deliverables to meet those needs. The team continuously refines internal processes, both in self-service and assisted support, based on customer feedback. ​
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TEAM
Best Use of AI for Employee Experience
Awarded to the organization that best delivers an exceptional employee experience, ensuring that the support staff feel engaged, valued, and supported throughout the entire journey with the company, from recruitment to offboarding. ​​​
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TEAM
Best Use of AI for Self-Service
Awarded to the team that puts customer experience at the forefront by delivering effective and high-quality self-service options. Evaluation criteria include strong knowledge content contributions, a focus on quality over quantity, measurable positive customer outcomes, high article reuse, and systematic process improvement. Teams that leverage insights from assisted support to improve self-service content and reduce onboarding and cross-training time are key contenders.​
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TEAM
Best Use of Predictive AI
Awarded to the organization that is exemplary at using AI and machine learning to anticipate customer needs — proactively addressing customer issues before they escalate or churn. The organization uses predictive AI to analyze customer data, identify patterns, and predict future behaviors to deliver personalized and efficient support. By leveraging predictive capabilities, the organization has enhanced customer satisfaction, reduced support costs, and improved the overall customer experience.
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INDIVIDUAL
Transformational Executive
Awarded to a leader who sets ambitious strategic objectives, focuses on improving technology, processes, and culture, and achieves measurable success in customer satisfaction, employee engagement, and business outcomes. This executive is dedicated to driving continuous improvement and innovation, and elevating their organizations to new levels of success.
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TEAM
Organizational Influence
Awarded to the support team that has most effectively used AI-driven insights and data to influence other functions within their company and deliver broader value across the organization. Teams that can showcases examples of their influence and have implemented processes designed for repeatability and scale are considered for this award.
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TEAM
Best Use of AI for Assisted Support
Awarded to the organization that has best incorporated AI into their agent and customer workflow(s). The strategic use of AI has led to reduced customer effort, enhanced experience for customers, and an improved delivery experience for support engineers/agents. The use of AI has raised the bar of live agent support delivery.
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TEAM
Best Use of Generative AI
Awarded to the organization that most effectively leverages AI-driven technology for automating tasks, personalizing interactions, and improving efficiency. The organization has transformed support services by using GenAI for automating tasks, personalizing interactions, and improving efficiencies. GenAI has been used to streamline workflows and enhance customer and employee experiences with virtual agents/chatbots, automated knowledge creation, article suggestion, and personalized troubleshooting, education, support, or tool recommendations.
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INDIVIDUAL
Customer Hero
Awarded to an individual who has delivered an outstanding customer experience or made a transformational contribution to the use of AI within their organization. Winners are evaluated on their ability to turn detractors into promoters, demonstrate strong customer satisfaction metrics like CES, CSAT, and NPS, contribute directly to revenue protection and growth, and establish repeatable processes that help the organization improve consistently.
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Meet Our Judges
Judith Platz, Chief Customer Officer, SupportLogic
Judith is an executive support leader with extensive experience in creating and transforming global support delivery organizations. Experienced in managing all aspects of the support business, she is also a main stage presenter, author, and motivator. She believes it's important to share thoughts, ideas, and learnings with her peers and those new to the industry to move forward collectively and provide the ideal customer and employee experience.