- Web Experience Winner: Centers for Medicare and Medicaid Services (CMS) was honored for its web self-service program that provides answers to more than 80 million program beneficiaries, healthcare service providers, and CMS staff.
- Contact Center Experience Winner: United States Air Force received this award for consolidating several customer service programs that support thousands of active duty, guard, reserve, civilian, and retired military personnel worldwide under the Total Force Program. These programs utilize RightNow CX to deliver consistent service levels across agency websites, call centers, and social media platforms.
- Social Experience Winner: Department of Veterans Affairs Education Services was recognized for its pioneering efforts to implement social customer service solutions to reach its constituents. RightNow CX for Facebook allows the VA to manage its social interactions efficiently and routes support issues to customer service agents for timely resolution.