2024 Support Experience Awards

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2024 Support
Experience Awards

Recognizing organizations, teams, and individuals for innovation, creativity, and process improvements in delivering excellent support experiences.

Nominations for the 2024 Support Experience Awards
are now closed.

Thank you to all who submitted!

We look forward to announcing the winners live at the Support Experience Conference in San Jose, CA, on October 7-8.

Customer Experience (Team)

Recognizing a Support team that delivers a great overall customer experience.

Evaluation Criteria

The team will have demonstrated:

Attention to customer personas and journeys to design the overall experience
Exceptional customer satisfaction and loyalty (NPS, CSAT, CES, customer retention and expansion)
Use of proactive metrics to improve the customer experience - e.g. sentiment score, account health scores
Implementation of customer-focused workflows and internal processes
Integration of self-service and assisted service
Personalization features driven by customers

Who is Eligible to Nominate?

Co-workers, industry peers and direct customers.

Your Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Leader or Primary Team Representative

Business Email

Company Name

Please provide additional details on your nomination. (1,000 word limit)

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

AI Innovation (Team)

Recognizing a team that has successfully harnessed the power of modern AI to deliver concrete value to the business, customers, and employees.

Evaluation Criteria

The team will have demonstrated:

A solution to a real business challenge that is expensive or impractical to address without AI
That the AI-based solution has been implemented or plans for implementation
Success criteria are well-defined, measurable, and have a direct business impact
Appropriate risk management i.e. reducing the likelihood and impact of hallucinations
Customer-centricity i.e. that the solution creates value for customers
Human-centricity i.e that the solution enables employees and works in harmony with them

Who is Eligible to Nominate?

Co-workers, industry peers and direct customers.

Your Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Leader or Primary Team Representative

Business Email

Company Name

Please provide additional details on your nomination. (1,000 word limit)

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

Organizational Influence (Team)

Recognizing a Support team that used insights and data to demonstrate strong influence outside their function and deliver value to their broader company.

Evaluation Criteria

The team showing organizational influence will have demonstrated both qualitatively and quantitatively:

Significant impact on other functions like product, customer success, sales
Use of insights from customer support interactions to influence and drive cross-functional impact
Examples of influence e.g. product enhancement requests accepted, reduction in churn
Process design for repeatability and scale

Who is Eligible to Nominate?

Co-workers

Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Leader or Primary Team Representative

Business Email

Company Name

Please provide additional details on your nomination. (1,000 word limit)

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

Employee Experience (Team)

A high performing Support organization that prioritizes employee experience and invests in programs to systematically develop their people.

Evaluation Criteria

Strong focus on:

Skill development
Proactive coaching and quality monitoring
Employee metrics e.g. Retention, ESAT, ENPS
Employee referral and hiring

Who is Eligible to Nominate?

Co-workers

Your Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Leader or Primary Team Representative

Business Email

Company Name

Please provide additional details on your nomination. (1,000 word limit)

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

Self Service (Team)

The self service organization puts customer experience on the forefront.

Evaluation Criteria

The self service organization demonstrates strong knowledge content contributions from Support, with:

Measurable positive customer experience and outcomes through the self-service channel
Focus on quality vs quantity of articles
High article reuse
Reduction in onboarding and cross-training time
Systematic process improvement vs ‘best efforts’
Leverage of collective knowledge from the assisted support channel to drive high quality content and processes

Who is Eligible to Nominate?

Co-workers, industry peers or customers

Your Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Leader or Primary Team Representative

Business Email

Company Name

Please provide additional details on your nomination.

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

Technology Adoption (Team)

Recognizing a Support organization that is using technologies that improve the customer and employee experience and operational efficiency.

Evaluation Criteria

Use of AI, tools for harnessing and leveraging customer signals like sentiment analysis
Use of tools for quality monitoring, automated coaching, agent productivity
A defined roadmap for evolving the technology stack

Who is Eligible to Nominate?

Co-workers

Your Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Leader or Primary Team Representative

Business Email

Company Name

Please provide additional details on your nomination. (1,000 word limit)

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

Customer Hero (Individual)

Recognizing an individual contributor (support engineer, agent, CSM) who delivers exceptional customer experience.

Evaluation Criteria

This individual will have demonstrated both qualitative and quantitatively:

Turning customers around from detractors to promoters
Strong metrics around customer sentiment, CES, CSAT, NPS
Direct contribution to customer revenue protection and growth
Has built repeatable processes to help the organization get better vs. ‘one-off’ wins

Who is Eligible to Nominate?

Co-workers, industry peers or customers

Your Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Nominees Full Name

Business Email

Company Name

Please provide additional details on your nomination. (1,000 word limit)

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

Transformational Coach (Individual)

Recognizing a manager who is effectively coaching and developing their support engineers and agents to help them grow in their current roles and careers.

Evaluation Criteria

The transformational coach will have demonstrated effective management and development of team members, including:

Showing stories of individual employee growth
Strong employee satisfaction
Strong employee retention
Flexibility/agility i.e. managing outside the box

Who is Eligible to Nominate?

Co-workers or industry peers

Your Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Nominees Full Name

Business Email

Company Name

Please provide additional details on your nomination. (1,000 word limit)

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

Transformational Leader (Individual)

Recognizing a senior leader who is strategically transforming the support organization to look beyond traditional operational goals, and to deliver better outcomes for customers, employees, and the business.

Evaluation Criteria

The transformational leader will have demonstrated effective change management and clear before/after impact. Examples could include:

Setting strategic objectives for the organization, determining key actions to achieve them, and tracking successful outcomes with measures
Leveraging modern or cutting-edge technology, including AI
Moving away from escalations and hand-offs to new forms of collaboration within the support org
Expanding beyond traditional case metrics to assess all the ways that support can create value
Making each customer interaction an opportunity to create, reuse, or update knowledge; suggest improvements in other parts of the organization; or otherwise create value beyond simply closing the case
Driving adoption of unassisted models of support, such as chatbots, self-service, in-product capabilities, customer communities, and automated detection and resolution of issues
Innovative workforce models (e.g.managing hybrid and remote work environment, incorporating DEI hiring principles, and modernizing performance management)

These are only examples; the most transformative actions may be new and innovative ideas we haven’t considered!

Who is Eligible to Nominate?

Co-workers or industry peers

Your Full Name

Your Business Email

Your Company Name

LinkedIn Profile

Nominee Information (If Applicable)

Nominees Full Name

Business Email

Company Name

Please provide additional details on your nomination. (1,000 word limit)

Add file attachment (optional)

We accept supporting documentation that makes the case - e.g. metrics, presentations, etc

I acknowledge I am willing to share any information submitted in this nomination with the judging committee and publicly in the event that we win an award.

Meet Our Judges

The who's who for the support industry.

Judith Platz

Chief Customer Officer, SupportLogic

About Judith Platz
David Kay

Principal, DB Kay & Associates

About David Kay
Francoise Tourniaire

Founder, FT Works

About Francoise Tourniaire
Al Hahn

Executive Director, ASP

About All Hahn

Judith Platz

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.

Al Hahn

Al Hahn has a tenured, distinguished career in technology. After beginning in the computer industry, his career culminated with two different stints as CEO of tech start-ups. Al then successfully transitioned to consulting, working to market professional services. He is now the Executive Director of the Association of Support Professionals and oversees the annual ASP Best Support Websites competition.

Francoise Tourniaire

In 1998, Françoise Tourniaire founded FT Works, a consultancy firm specializing in enhancing customer success and support operations for technology companies. Her areas of expertise include customer journey mapping, process improvement, support website design, skills training, and metrics development. As an accomplished author, her works include The Art of Support, Just Enough CRM, Collective Wisdom: Transforming Support through Knowledge, and Selling Value, all focusing on optimizing customer success, support, and business strategies.

David Kay

David Kay is the Principal of DB Kay & Associates, a top knowledge management consulting and training provider. Recognized as an Innovator by the Consortium of Service Innovation, he is KCS v6 Certified as a Knowledge-Centered Service practitioner, coach, and trainer. With 35 years of experience, he leverages his expertise in technology development and deployment to aid knowledge-intensive businesses. Co-author of Collective Wisdom: Transforming Support with Knowledge, he also instructs Customer Service courses on LinkedIn Learning. Kay actively serves as a long-term judge for the Association of Support Professionals' Best Support Website competition.

FAQs

Yes, nominations must be by 5 pm PT on September 6, 2024. No exceptions!

No, these awards do not have a submission fee.

The 2024 Support Experience awards will be announced during the Support Experience Conference on October 7-8.

Yes, click on “Submit a nomination and you will see the evaluation criteria for each award.

No, awards will recognize all organizations, teams, and individuals for their contributions to Support Experience.

While we would love for you and your team to attend in person, you do not need to be present to win an award.

Elevate your customer support experience.