Interactive Customer Experience (ICX) Summit
The Interactive Customer Experience Summit has unveiled the winners of the 2024 Elevate Awards during its annual event held in Charlotte, North Carolina. The Mayo Clinic Food Services received the prestigious ICX Innovator of the Year accolade. This summit, running from September 9 to 11, celebrates advancements in customer experience technology, particularly within the banking sector through the Bank Customer Experience Summit’s awards ceremony.
On Tuesday, top achievers in the rapidly growing interactive customer experience sector were recognized. The Elevate Awards aim not only to honor those leading the charge in this domain but also to inspire businesses on how technological advancements can enhance customer interactions and satisfaction. A panel of judges selected five winners, with one of them being awarded the title of “Innovator of the Year.” The selection criteria focused on the inventive application of technology to elevate customer engagement, satisfaction, and loyalty.
The awards were presented by Cherryh Cansler, vice president of events for Networld Media Group, alongside Judy Mottl, editor of RetailCustomerExperience.com.
2024 Elevate Award Winners
The following are the distinguished winners of the 2024 Elevate Awards:
Innovator of the Year: Mayo Clinic Food Service
Mayo Clinic Food Service has introduced delivery robots, referred to as ‘cobots,’ across three operational areas: food delivery in the dining room of a senior living center, at the patient retail café, and for material transfers in retail operations. The primary goal of implementing these cobots was to address staff shortages and high turnover rates while simultaneously enhancing the customer experience. The cobots assist with bussing tables, provide an additional order point, and have streamlined beverage refills that were previously managed by staff.
Patient feedback revealed that 97% of respondents viewed their interactions with the cobots positively, and 87% noted improved service speed. After the cobots’ implementation, a remarkable 95% of orders were delivered within the targeted 10-minute timeframe, resulting in an 8.6% increase in staff satisfaction attributed to reduced walking. In total, these cobots traveled over 400 miles across the three implemented areas in 2023. Judges praised the technology as “very, very cool” and an exemplary application of innovation.
CS Connect: Immersive Menu AR
The CS Connect augmented reality (AR) menu solution empowers diners to visualize food items in realistic 3D, significantly enhancing their decision-making process while alleviating menu-related anxiety. By scanning a QR code, customers can explore, rotate, and zoom in on 3D representations of each dish, ensuring clarity about what they will receive.
This platform employs sophisticated AI algorithms to quickly and accurately create high-quality 3D models of menu items, eliminating the need for expensive photoshoots and extensive manual work. This innovation not only enriches the customer experience but also establishes new benchmarks for menu visualization. Such visual engagement not only delights patrons but has also been shown to increase sales conversions, as customers are more inclined to order when they can clearly see the items. Judges commended it as a “great example of leveraging emerging tech to benefit CX.”
OnQ: Sony Digital Imaging Best Buy Totem Interactive Kit
OnQ collaborated with Sony to transform its existing Best Buy totem displays into an interactive shopping experience, allowing customers to self-educate about Sony’s comprehensive digital imaging offerings. Central to this initiative is a vertically oriented 27-inch interactive touchscreen that provides vital insights into how Sony’s products can assist customers in achieving their creative goals.
The project included the development of a custom user experience (UX) and user interface (UI) to enhance customer interaction. This interactive totem not only aids customers in their independent education but also serves as a valuable resource for sales associates, enabling them to assist customers in finding their ideal digital imaging products. Stores featuring the new totem displays saw a significant increase in sales compared to those with traditional displays. Sales associates have provided positive feedback, finding the totem a powerful tool that supports customer education during peak times. Judges described it as “customer-centric, informative, and engaging,” noting its effective use of digital displays to present abundant information.
Talkdesk: Retail Experience Cloud: Transforming Retail CX with Generative AI
Talkdesk Autopilot for Retail™ is an innovative virtual agent that employs large language models to address customer inquiries with human-like interactions across various channels. This platform automates responses related to orders, deliveries, shipments, and returns, and can seamlessly connect customers to agents when necessary. It effectively integrates the customer journey across both digital and physical platforms.
The platform’s functionality also grants live agents a real-time view of customers’ shopping carts, which aids in upselling and enhancing transaction values. It can assist customers in locating specific physical locations and provide relevant information during conversations, streamlining transitions between digital and in-person customer experiences. Talkdesk’s Retail Experience Cloud integrates generative AI and intelligent automation into all facets of customer service, garnering praise from judges for creating a “cool unified experience focused on the customer” and enhancing the overall journey.
InMoment: Jack in the Box: Enhancing Guest Experiences with Advanced AI Tools
By partnering with InMoment, Jack in the Box sought to utilize advanced AI capabilities to glean deeper insights from customer feedback across various touchpoints, including in-store, online, and via their mobile app. This holistic approach has enabled the company to make informed decisions, improve operational efficiency, and foster customer loyalty through personalized interactions.
Jack in the Box employs digital listening and advanced AI from InMoment’s XI Platform and Spotlight application to create convenient and personalized experiences for customers across all platforms. This technology has allowed the company to uncover valuable guest insights, proactively gather feedback, and respond effectively to enhance the overall customer experience across both online and in-store environments. Judges recognized this approach as a “super interesting way to leverage AI and user data without overstepping,” noting its ability to streamline user feedback in surveys while boosting satisfaction with the features implemented.
The previous year’s Elevate Award winners included Elo Touch Solutions, OnQ, Vuse, LG, and Parla Retail Ltd.
