Winners 2023
Winners 2023
Visit the Customer Recognition Awards website for more details.
Community Leader Award - Sylogist
My name is Jessica Betterly and I’m a team of one, in charge of the Sylogist Knowledge Center. I’ve been in this role for the last seven years, working largely on my own but with a lot of support from co-workers and management.
But that doesn’t mean it isn’t isolating and I’m sure I’m not alone, between team structures, a pandemic, and workload, I think we all could benefit by a strong CXOne Expert community.
The only way to get there is to keep finding ways to reach out, through our meetups, through the board.
To help support that, I try to attend every meetup I can and ask questions, learning as much from others’ comments as from the presenters. And I try to post on the board, sometimes with a question and sometimes to respond to someone else.
As for providing feedback to the CXOne Expert team, well, I’m never unwilling to enter a ticket or bend my CS rep, Mike’s, ear with what I want the software to do, whether it’s a feature or a reporting need. I’ve been on the Product side of software design and know that the voice of the customer is invaluable.
Expert Award - Splunk
The Splunk Lantern mission is to drive adoption and customer retention by providing self-help content. Our content aims to replicate the type of help a customer would get from a customer success manager, professional services, or other paid options that not all customers can afford. We provide this content by crowdsourcing expertise from customer-facing Splunkers and partners, then writing up that knowledge in articles. Last year, we used the CXOne Expert Review Manager, Custom Classifications, Author Attribution, and Draft Contributor features to assist us in crowdsourcing from over one hundred different contributors. We also strategically use Paths and tabbed Guide pages to create more prescriptive content experiences that guide less experienced Splunk users through specific stages of their customer journeys in security, observability, or specific industries. Finally, Content IDs enable us to collaborate across the business on customer success campaigns that share Lantern content, while preventing broken links as we continuously improve and expand our site. A survey of 92 Splunk Lantern users conducted at the end of our last fiscal year indicates a 90.2% customer satisfaction rate with the content found on Splunk Lantern and our returning users increased 687% from the previous fiscal year.
Team:
Jennifer Swallow - jswallow@splunk.com
Kaye Chapman - kayec@splunk.com
Global Presence - Faro
FARO is the leading global source for 3D measurement, imaging and realization technology. For 40 years, FARO has provided industry-leading technology solutions that enable customers to quickly and easily measure their world, and then use that data to make smarter decisions faster. FARO continues to be a pioneer in bridging the digital and physical worlds through data-driven reliable accuracy, precision and immediacy. FARO develops and markets computer-aided devices and software for the following vertical markets:
- 3D METROLOGY High-precision 3D measurement, imaging and comparison of parts and complex structures within production and quality assurance processes
- AEC (ARCHITECTURE, CONSTRUCTION & ENGINEERING) 3D capture of as-built construction projects and factories to document complex structures and perform quality control, planning and preservation
- PUBLIC SAFETY ANALYTICS Capture and analysis of on-site real world data to investigate crash, crime and fire, plan security activities and provide virtual reality training for public safety personnel
FARO’s global headquarters is located in Lake Mary, Florida. The Company also has a technology center and manufacturing facility located in Exton, Pennsylvania containing research and development, manufacturing and service operations.
The Company's European regional headquarters is located in Stuttgart, Germany and its Asia-Pacific regional headquarters is located in Singapore. FARO has other offices in 25 countries including Canada, Mexico, Brazil, the United Kingdom, France, Spain, Italy, Portugal, Sweden, Poland, Turkey, the Netherlands, Switzerland, India, China, Malaysia, Thailand, South Korea, Japan, and Australia.
Innovation Award - NetApp
NetApp Knowledge Base (KB) continues to be the primary repository of support content for all NetApp Products and Services. Since its redesign in May of 2020, we have continued to enhance the employee experience and the customer experience of the site by optimizing and customizing CXone Expert features to suit our specific requirements. We are elated that this focus in delivering world-class user experience on our Digital Support sites including the Knowledge Base site has helped us earn several industry recognitions including:
- CXone Expert KCS Award 2022
- CXone Expert Most Admired Award 2022
- Knowledge Management and Intellectual Capital Excellence Award 2022
- Association of Support Professionals (ASP) support site wins 5 years in a row: 2018, 2019, 2020, 2021 and 2022.
- Notable: 2020 ASP Overall Best Support Site Award
- Stevie® Awards for multiple Customer Service categories and levels in 2019, 2020 and 2021
- Award details can be found at https://mysupport.netapp.com/site/info/aboutsupport
As part of our efforts to provide optimal user experience for our customers and employees, we added several new innovative features to the NetApp KB site using CXone Expert APIs, DekiScript and customized scripts developed by the NetApp KCS teams.
Team:
Ryan Mathews
Padma Prasad
Rajesh Panda
KCS Award - Waters
Waters Technology Corporation is the world's leading specialty measurement company focused on improving human health and well-being through the application of high-value analytical technologies and industry leading scientific expertise. The company manufactures laboratory instruments and instrumentation systems for the research and testing of water.
The Waters Knowledge team are avid practitioners of KCS which enables them to ensure the content their users need in order to self-serve is not only available, but reliable, authoritative, and answers real questions their customers have. Internally, their practice also promotes Expert Center Engineer proficiency development to ensure agents can become experts in the products and knowledge they support.
Team:
Marc Noble - Marc_Noble@waters.com
Libby Healy - Libby_Healy@waters.com
Johannes Hokamp - Johannes_Hokamp@waters.com
Metamorphosis Award - Netsmart
We are Netsmart Technologies, a Healthcare IT (Information Technology) company based in the Kansas City metro area. We've been Mindtouch/CXone Expert customers since 2014 and our site had gotten a little out of hand. By spring of 2021, the team in charge of our wiki had undergone a major change and, rather than choose a new vendor as the previous team had decided, we looked at all the available tools and features of CXone Expert and decided it was a way better deal to stay put. We were nominated for the Metamorphosis Award for collaborating closely with our CXone Expert team for over a year, utilizing best practices acquired from meetups and meetings, and gleaning best practices from CXone Expert training ... and then completely transforming our platform experience into one that has yielded significantly positive results. Our metamorphosis was highlighted in our very own customer meetup, where we showed off our completely new user interface and user experience. We also showed off our most hilarious past content mistakes and the impact of combing through and fixing them. Though our new “Netsmart Resource Center” is still in progress, we've transformed our content architecture into something easy for our clients and associates to navigate and learn from. Thank you in advance for your vote for the Metamorphosis Award!
Team:
Carol Hattrup - chattrup@ntst.com
Gloria Lyons - glyons@ntst.com
Sarah Owings - glyons@ntst.com