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Interactive Customer Experience (ICX) Summit

ICX Association names award winners in interactive customer experience

The Interactive Customer Experience Association presented its annual Elevate Awards during the #ElevateICX Virtual Symposium last week. The awards recognize innovation in digital signage, kiosk, mobile, omnichannel and emerging technologies.

ICX Association names award winners in interactive customer experiencePhoto provided by Grandscape.

| by David Drain

The Interactive Customer Experience (ICX) Association presented its annual Elevate Awards during the #ElevateICX Virtual Symposium last week.

The winners are:

Best Digital Signage ICX - Grandscape

"Grandscape's digital signage truly runs the gamut. From directories to projections and its innovative kaleidoscope display, Grandscape delivers every time," said Bradley Cooper, former editor of Digital Signage Today and now editor of ATM Marketplace.

Best Emerging Technology in ICX - United Airlines Agent on Demand

"Air travel today is more stressful than ever even as COVID-19 ebbs so any technology innovation that decreases the stress level and enhances a flier's experience is wondrous. And on top of that the technology offers a strong ROI for the airline when it comes to building customer loyalty, positive social media reviews and forging a more engaged and responsive customer relationship," said Judy Mottl, editor of Retail Customer Experience.

Best Kiosk ICX - Coates K2 Kiosk for Red Rooster

"The Coates Group has done a magnificent job with its K2 Self-Order Kiosk. In one store, more than a third of in-store orders are being placed through the kiosk, significantly improving customer convenience and store efficiency, as well as providing an excellent promotional tool," said Elliot Maras, editor of

Best Mobile ICX - MobilePawn by Bravo Store System

"MobilePawn is a mobile application that connects pawnbrokers to their customers 24/7. Pawn shops are regulated by over a dozen federal guidelines as well as state and local laws which have historically made digital payments a challenge. MobilePawn offers a deep feature set and rich functionality unlike any other mobile app in the pawn industry," according to Bravo Store Systems' entry.

Best Omnichannel ICX - Salesfloor

"This hits right on the money in terms of boosting customer experience especially among the younger, more mobile-device driven generation and on top of that it also boosts the retail associate experience as it allows them to engage deeper with clients, build trust and confidence which all then boosts customer loyalty to the store and the brand," said Mottl.

Best Restaurant ICX - Starbird's Branded House Kiosk Experience

"Starbird's Virtual Brands are trending 63% of sales in its cloud kitchen environment and 8.75% in its streetside locations, creating fantastic franchising potential. They covered every base in designing this system – improved customer convenience and touchless facial recognition for improved customer safety. They quantified the benefits to date and made the business case for this," said Maras.

Best Retail ICX - Selfly Store by Stora Enso

"This is stellar technology given its level of innovation and the very clear seamless customer interaction. It's taken what my father remembered as food auto 'laundramatte' lockers to a very high pinnacle – like a Star Wars and Jetson (the cartoon) level," said Mottl.

Lyle Bunn Industry Influencer of the Year - United Airlines

This award recognizes individuals or companies that have contributed substantially to the field of interactive customer experience technology or to promoting the industry in a significant way. The award is named in honor of Lyle Bunn, a long-time consultant in the digital signage industry who passed away in 2018.

"During a year that presented extraordinary challenges to businesses and customers alike, this company asked themselves how technology can help customers self-serve and reduce the strain its agents can experience during demanding intervals. With a mobile-first perspective, the team deployed frictionless self-service solutions to thousands of passengers via the bag tag kiosks and Agent on Demand solution providing customers help – via mobile phone or interactive kiosk – where and when they need it most," according to the nomination submitted by Elo.

The ICXA Elevate Awards judges included:

  • Bradley Cooper, editor of Digital Signage Today.
  • Christiana DiMattesa, Sr. Director of Marketing, DTC Channels & Experiences, Under Armour.
  • Elliot Maras, editor of Kiosk Marketplace and Vending Times.
  • Judy Mottl, editor of Retail Customer Experience.

David Drain

David Drain is the former managing director of the ICX Association and leads the events team for Networld Media Group. He has more than 25 years of experience in association management, event planning, writing and speaking. Previously, he served as executive director of the Digital Screenmedia Association.

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