Celebrating CX trailblazers: Meet the 2024 Webex Customer Award winners!

WebexOne 2024 in Fort Lauderdale was a grand celebration of bold ideas, significant victories, and bright outcomes. A key highlight was honoring 18 standout Webex Customer Award winners who have elevated innovation to new heights. As we transition into 2025, let’s take a moment to applaud their inspiring achievements and the transformative experiences they have created for both employees and customers.

As we step into 2025, we’re spotlighting six standout winners elevating customer experience—Royal Bank of Canada, Dallas Cowboys, Umpqua Bank, First Horizon Bank, Brightli, and Office Depot. From financial services to retail, healthcare to travel & leisure, these organizations are leading their industries with groundbreaking strategies to enhance customer and employee experiences alike. Let’s dive into their stories.

Royal Bank of Canada: enhancing client communication and security with Webex Connect.

The Royal Bank of Canada (RBC), Canada’s largest bank, serves over 16 million clients with a workforce of nearly 89,000 employees worldwide. While already an industry leader, RBC faced critical business challenges: securing SMS-based communications, enhancing client experiences, and tackling inefficiencies in its existing systems. The inability to confirm message delivery or assess program engagement rates highlighted the need for a more adaptable and comprehensive customer experience solution with strong security features. And as the global rise in banking fraud escalated, securing customer safety became more urgent than ever.

RBC turned to Webex Connect as the foundation of its new messaging solution. By adopting the Branded Text add-on and Rich Communication Services (RCS), RBC transformed how it communicates with customers. They now anticipate sending 20 million messages monthly, with 24% of those utilizing RCS to provide enhanced alerts, such as balance updates and transaction notifications.

Webex Connect allows RBC to offer a secure and adaptable communication system that scales to their millions of customers, giving their clients confidence in receiving critical information while optimizing operational efficiency. With this robust solution in place, RBC has taken a decisive step toward making customer safety a top priority.

The Dallas Cowboys: elevating fan experience and collaboration with Webex Contact Center.

The Dallas Cowboys know that delivering a stellar fan experience is as critical as their performance on the field. With Webex Contact Center, they’ve redefined how they manage customer interactions at AT&T Stadium and their headquarters, The Star.

This Cisco AI Assistant-powered platform supports the team in delivering exceptional fan and customer experiences. It seamlessly integrates with their CRM and gives agents immediate access to customer details for personalized service. Whether fans inquire about tickets, seating, or event details, dynamic routing ensures they’re connected to the most suitable agent, reducing wait times and enhancing the experience.

The platform manages 6,000 monthly inbound calls while providing supervisors with detailed analytics to optimize operations. Looking ahead, the Cowboys are exploring using AI-powered virtual agents to handle routine inquiries, allowing human agents to focus on more complex interactions and ultimately enhancing customer satisfaction and operational efficiency.

Read the full Dallas Cowboys case study here.

Umpqua Bank: leading the cloud-first revolution with Webex.

Umpqua Bank has grown from a regional bank in the Pacific Northwest to one of the top 30 financial institutions in the U.S., serving over 800,000 customers. However, rapid expansion through mergers, including the acquisition of Columbia Bank, brought challenges in scalability and customer experience.

To meet these demands, Umpqua transitioned to Webex Contact Center. In just five months, the bank migrated to a cloud-based platform that integrates seamlessly with its core banking systems. This move enabled centralized customer journey orchestration and, through Cisco AI Assistant, provided agents with tools like real-time call summaries, topic analytics, and customer journey tracking. These innovations allow agents to serve customers more efficiently by reducing call times and ensuring seamless transfers, which has helped the bank consistently meet its service level agreements (SLAs). Implementing Cisco AI Assistant’s Auto CSAT and auto-wrap-up features further optimizes agents’ performance, reducing tool overload and enhancing service accuracy.

Umpqua Bank is also exploring self-service options through conversational AI agents, predictive analytics, and SMS messaging functionalities via Webex Connect to further enhance the customer experience. These efforts are designed to handle routine inquiries efficiently, allowing agents to focus on more complex issues and maintain a high level of customer service. As AI continues to evolve, Umpqua Bank is committed to nurturing and retaining agent talent to meet the demands of increasingly complex workloads.

Read the full Umpqua Bank case study here.

First Horizon Bank: transforming customer service during a merger.

First Horizon Bank, a leading financial institution in the southeastern U.S., faced a massive integration challenge during its merger with IberiaBank. Bringing 1,500 agents online quickly required a scalable, cloud-based solution—and Webex Contact Center delivered.

With an 87% self-service rate, First Horizon empowers their 1.1 million customers to resolve routine issues independently while reserving agents for more complex inquiries. This approach has streamlined operations and improved overall customer satisfaction, helping the bank navigate a period of tremendous change with efficiency and grace.

Read the full First Horizon Bank story here.

Burrell Behavioral Health: delivering lifesaving support with Webex.

Burrell Behavioral Health, part of Brightli, serves over 60,000 clients annually across the Midwest. Managing more than two million calls per year, including the 988 Suicide and Crisis Lifeline, Burrell needed a reliable, scalable communication system. 

Webex Contact Center and Webex Calling provided the perfect solution. This shift was crucial, especially after a merger that increased Burrell’s workforce from 1,500 to 5,000. By centralizing its communication systems, Burrell achieved 99.9% uptime and streamlined collaboration across its expanded workforce.  

With Webex, Burrell successfully launched the 988 Suicide and Crisis Lifeline, ensuring reliable and immediate connections between clients and crisis support workers. Webex’s centralized administration and management through the Control Hub provides robust analytics for staffing needs, enabling better resource allocation during demand spikes. 

With Cisco AI Assistant enabling advanced call routing and real-time insights, Burrell is scaling its operations to meet growing demand while maintaining a 90%+ client satisfaction rate. 

As Burrell continues to expand, plans are underway to integrate sister companies into the Webex platform. This would allow for an additional million calls annually and utilize Cisco AI Assistant for advanced routing services. Burrell’s commitment to innovation underscores technology’s vital role in delivering effective crisis support. 

Read the full Burrell Behavioral Health story here.

Office Depot: boosting efficiency and customer satisfaction with AI-driven Webex tools.

As a leader in office supplies and business services, Office Depot relies on exceptional customer service to maintain its reputation. By deploying Webex Contact Center, they’ve revolutionized their operations.

With Webex Contact Center, Office Depot introduced Google CCAI-driven voice virtual agents for routine inquiries, improved communication between agents and back-office employees, and integrated Oracle CRM for a comprehensive view of customer interactions. These enhancements have increased customer satisfaction, with Net Promoter Scores rising by 10 points and agent productivity improving by 20%.

The migration has also resulted in operational efficiency gains for Office Depot, including a 12% reduction in overstaffing costs and a 15% decrease in overall contact center operating costs. Webex Contact Center’s cloud-based architecture also allows for easy scalability during peak seasons and ensures regular access to the latest features and security updates. 

Looking ahead, Office Depot plans to continue leveraging the platform by expanding the use of Cisco AI Assistant and machine learning for better customer insights and advanced sentiment analysis. The team’s successful migration reflects Office Depot’s commitment to operational excellence and serves as a model for organizations seeking to enhance customer service.

Honoring innovation and leadership.

From financial institutions tackling fraud to sports teams enhancing fan engagement, these organizations exemplify the transformative power of Webex. Their dedication to innovation sets the stage for what’s possible when technology meets vision.

As we celebrate their achievements, we’re inspired by their bold leadership and commitment to creating exceptional experiences. Here’s to a future filled with even greater possibilities!

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