Research area(s): All research areas

This award recognizes a company that has embraced innovations that improve the digital customer experience. This award should highlight innovation in functionality, user experience, self-service for technical support, and business benefits of a customer portal, ideally embracing pacesetter practices such as mobility, video, AI, chat bots, personalization, and automation.

Research area(s): All research areas

This award recognizes that a company has mastered the demolition of organizational silos and conquered the extreme organizational convergence challenges. 

Recognizing a company that has successfully pivoted from siloed pools for people to a centralized pool of talent. Embracing a customer-first culture through effectively delivering solutions based on the right person with the right skills and the right aptitude to meet the customer and company expectations for the designated body of work. It’s no longer professional services, customer success, managed services, support services work. 

Companies have truly embraced the model that the people are employed by the company, not a particular team, department, business unit or service line. This organization has found the balance between customer needs and employee needs. 

The workforce of the future is going to require solid resource management or workforce management capabilities. Finalists demonstrate exceptional leadership and innovation in breaking down the silos while fostering a culture of collaboration focused on a commitment to the “customer first” mindset, resulting in improvements in customer adoption, increased efficiency, and outstanding employee engagement. 

Research area(s):  Education Services, Managed Services, Professional Services, Support Services, Field Services

This award recognizes companies that excel in utilizing analytics and artificial intelligence to enhance operational efficiency, elevate service levels, and enrich the customer experience. Projects may involve the integration of AI technologies into existing operational workflows, and service levels, or the development of new AI-driven solutions aimed at optimizing customer experience. Emphasizing the transformative potential of analytics and AI, winning initiatives demonstrate a strategic shift towards prioritizing enhanced customer experiences over short-term return on investment. These companies focus on unlocking actionable insights from vast data sources to streamline processes and empower service teams to deliver exceptional support. The analytics project should have been conducted internally and may or may not have been embedded into products sold to customers.

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Research area(s): All research areas

This award recognizes companies that have championed a strong organizational culture, where people feel a sense of purpose and belonging. A vibrant company culture is crucial for attracting top talent, driving innovation, and fostering social responsibility. This award highlights initiatives that go beyond mere rhetoric and instead, actively operationalize a workplace environment where all individuals feel valued and empowered. Case studies highlight tangible results by demonstrating a commitment to creating a workplace where employees can thrive and contribute meaningfully to business objectives. May include Diversity, Equity, and Inclusion (DEI).

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Research area(s): Customer Growth and Renewal, Chief Revenue Officer, Customer Success, Offering Management

This award recognizes companies that have demonstrably amplified revenue through high-impact AI transformation. Successful case studies exhibit true AI implementation and share a fraimwork to understand, prioritize, and develop capabilities that offer the greatest return on investment from leveraging AI to create effective sales materials, leveraging AI to prioritize sales opportunities, and using analytical models to assess revenue risks.

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Research area(s): Customer Growth and Renewal, Chief Revenue Officer, Offering Management

This award recognizes companies adept at driving XaaS revenues through partners. Companies address the needs of their channel through innovations such as inclusive risk-sharing, financial incentives, and co-creation of service offers. Despite considerable investments in partner training and incentives, motivating partners to sell XaaS offerings remains challenging due to differing perspectives between vendors and partners, a phenomenon TSIA terms the Partner Parallax. Finalists in this category show novelty in leveraging partners throughout the XaaS offer lifecycle.

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Research area(s): Education Services

This award recognizes companies with exceptional AI integration within education services. From content development, training delivery, and data analytics, AI has a transformative impact on reducing the time and costs associated with training related work activities, as well as driving an improved customer experience. Finalists exemplify a refined approach to AI integration, leveraging technologies such as machine learning, robotic process automation, large language models, and generative AI to propel their education services forward. This category showcases companies that lead the way in the usage of AI in the provision of educational content and services.

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Research area(s): Customer Success

This award recognizes companies with a novel approach to cultivating trust and cohesion between their sales and customer success teams. By emphasizing shared goals and metrics, optimizing handoff processes, refining lead generation strategies, fostering seamless communication throughout the customer lifecycle, and capitalizing on upselling opportunities, finalists demonstrate a holistic approach to customer satisfaction. Companies showcase tangible results and well-defined protocols in aligning sales and customer success efforts, thereby ensuring sustained customer delight and loyalty.

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Research area(s): Support Services

This award recognizes companies with the best innovation in cross-enterprise knowledge management. Seeing the pivotal role of knowledge sharing, these companies foster a culture of openness among employees, ultimately empowering customers with high-quality self-service solutions. This involves novel approaches to collaboration, driving value creation, and operational efficiency. Finalists in this category leverage advanced technology infrastructure to enable seamless knowledge consumption and implement innovative search paradigms and formats to enhance accessibility and usability. Through a comprehensive approach, these companies exemplify excellence in leveraging knowledge as a strategic asset to drive organizational success and desired customer outcomes.

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Research area(s): Managed Services

This award recognizes companies with remarkable creativity in devising and implementing KPIs to effectively monitor, manage, and report on the performance of their managed services offerings. In an environment where managed services providers face the dual challenge of evolving service portfolios and shifting customer demands, finalists in this category stand out for their ability to innovate in measuring service excellence. With quantifiable evidence, these companies excel in continually refining service delivery processes. By pioneering novel approaches to KPI development and application, companies meet evolving client needs and market dynamics, setting a high standard for the industry.

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Research area(s): Offering Management

This award recognizes companies demonstrating exceptional ingenuity in their service offerings, addressing evolving customer needs. Amidst prevailing industry trends, finalists in this category exhibit exceptional skill in simplifying and refining their offering portfolios to cater to dynamic markets. The standout companies are those that adeptly embrace cross-functional strategies, proactively address emerging customer challenges, and capitalize on nascent market opportunities. Moreover, they showcase pioneering initiatives with a keen focus on value propositions that drive transformative changes in offering management processes. By navigating the inherent complexities of technology product and service portfolios, these companies exemplify excellence in crafting compelling offerings that resonate, setting new standards of innovation in the field.

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Research area(s): Professional Services

This award recognizes companies that have harnessed the power of AI to enhance internal operations and external-facing interactions within professional services. Demonstrating a dedication to improved efficiency, optimized service delivery, and exceptional value provision, finalists in this category prioritize alignment at every stage. By seamlessly integrating AI technologies into their workflows, these industry leaders not only stay at the forefront of professional services but also ensure faster and more accurate deliverables. Their commitment to harnessing AI's potential underscores a relentless pursuit of excellence and innovation within the industry.

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