The 2023 Support Experience Awards
Recognizing organizations, teams, and individuals for innovation, creativity, and process improvements in delivering excellent support experiences.
Award Categories
The nomination process for the 2023 Support Experience awards has closed. We look forward to your submissions next year.
2023 Support Experience
Customer Experience (Team)
Recognizing a Support team that delivers a great overall customer experience.
2023 Support Experience
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.
2023 Support Experience
Employee Experience (Team)
A high performing Support organization that prioritizes employee experience and invests in programs to systematically develop their people.
2023 Support Experience
Self Service
(Team)
(Team)
The self service organization puts customer experience on the forefront.
2023 Support Experience
Technology Adoption (Team)
Recognizing a Support organization that is using technologies that improve the customer and employee experience and operational efficiency.
2023 Support Experience
Customer Hero
(Individual)
(Individual)
Recognizing an individual contributor (support engineer, agent, CSM) who delivers exceptional customer experience.
2023 Support Experience
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.
2023 Support Experience
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.
Customer Experience (Team)
Recognizing a Support team that delivers a great overall customer experience.
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.
Employee Experience (Team)
A high performing Support organization that prioritizes employee experience and invests in programs to systematically develop their people.
Self Service (Team)
The self service organization puts customer experience on the forefront.
Technology Adoption (Team)
Recognizing a Support organization that is using technologies that improve the customer and employee experience and operational efficiency.
Customer Hero (Individual)
Recognizing an individual contributor (support engineer, agent, CSM) who delivers exceptional customer experience.
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.
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.
Meet Our Judges
The who's who for the support industry.
Judith Platz
Chief Customer Officer, SupportLogic
“I’m thrilled to be a part of the inaugural Support Experience Awards. Across all of my roles in support, customer success and professional services – while each role was unique, there was one common thread: the need to provide an outstanding support experience to every customer. With support and success teams being in a renaissance period, I can’t think of a better place to highlight their stories of excellence.”
Biography
Biography
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
Executive Director, ASP
“I am passionate about Support and excited to be a part of SXLive. We are actively soliciting candidates for industry awards that recognize significant contributions. Our participants get far too little recognition for their role. Support is more important today than ever to the health of our businesses.”
Biography
Biography
Al Hahn
Al Hahn has had a long career in technology. He started in the computer industry culminating in two different stints as CEO of tech start ups. Then he was a successful consultant for the marketing of services. He currently is the Executive Director of the Association of Support Professionals where he oversees the annual ASP Best Support Websites competition.
Francoise Tourniaire
Founder, FT Works
"The support industry has seen tremendous transformations and is full of innovative folks who are dedicated to providing a great experience to customers and internal team members alike. I’m very happy to have been chosen to be on the judges’ panel for the inaugural round of the SX Live Awards so we can shine a bright light on individual heroes and organizations that are changing the way we serve customers."
Biography
Francoise Tourniaire
In 1998, Françoise Tourniaire founded FT Works, a consultancy firm that helps technology companies create and improve their customer success and support operations. Her expertise includes designing customer journey maps, process streamlining, support website design, customer skills training, and creating effective metrics and dashboards.
She is the author of The Art of Support, a guide to running customer success and support organizations, now in its second edition, Just Enough CRM, a business manager’s blueprint to selecting and implementing CRM systems, Collective Wisdom: Transforming Support through Knowledge, a handbook for enlightened knowledge management in support organizations, and Selling Value, a guide to creating, marketing, and selling support portfolios.
She is the author of The Art of Support, a guide to running customer success and support organizations, now in its second edition, Just Enough CRM, a business manager’s blueprint to selecting and implementing CRM systems, Collective Wisdom: Transforming Support through Knowledge, a handbook for enlightened knowledge management in support organizations, and Selling Value, a guide to creating, marketing, and selling support portfolios.
David Kay
Principal, DB Kay & Associates
“Judging award submissions lets me learn what the very best companies are doing. It’s a little like a time machine: I see the innovations that will become tomorrow’s standard offerings.
Also, celebrating the organizations and individuals who are doing great things is essential. Awards recognize them with the respect they’ve earned and motivate others to try to outshine them in the future."
Biography
Also, celebrating the organizations and individuals who are doing great things is essential. Awards recognize them with the respect they’ve earned and motivate others to try to outshine them in the future."
Biography
David Kay
David Kay is Principal of DB Kay & Associates, since 2002 a leading provider of knowledge management consulting and training. . He was recognized as an Innovator by the Consortium of Service Innovation and has been KCS v6 Certified as a Knowledge-Centered Service practitioner, coach, and trainer. He held leadership roles at an innovative knowledge management solution provider from early 1998 to 2002 and has been granted five patents for his contributions to knowledge management technology. His current work leverages thirty-five years of experience in envisioning, developing, marketing, and rolling out technology to aid knowledge-intensive businesses including support organizations, libraries, and the US Intelligence Community.
Kay is co-author of Collective Wisdom: Transforming Support with Knowledge, available on Amazon.com, and instructor of Customer Service: Knowledge Management and Customer Service with AI and Machine Learning on LinkedIn Learning. Kay has been an Association of Support Professionals (ASP) “Best Support Website” judge for many years.
Kay is co-author of Collective Wisdom: Transforming Support with Knowledge, available on Amazon.com, and instructor of Customer Service: Knowledge Management and Customer Service with AI and Machine Learning on LinkedIn Learning. Kay has been an Association of Support Professionals (ASP) “Best Support Website” judge for many years.
FAQs
Yes, all nominations need to be received by the judges before May 15, 2023.
No, these awards do not have a submission fee.
The 2023 Support Experience awards will be announced on June 15, 2023 (the last day of SX Live).
Once you start the process for your award submission, you will see the evaluation criteria and who is eligible to nominate.
No, awards will recognize all organizations, teams, and individuals for their contributions to Support Experience.