SysAid Named Organization of the Year in the 2026 Excellence in Customer Service Awards
The Excellence in Customer Service Awards honor the companies, products, teams, and individuals delivering measurable, human-centered customer experiences in a rapidly evolving service landscape. This year’s program attracted nominations from organizations across more than 20 industries worldwide and was evaluated by a panel of experienced business executives using objective scoring benchmarks.
“SysAid’s customer care team took on the kind of goal that most organizations announce and few achieve: cutting detractors by nearly 95 percent. What made this submission stand out was the humanizing layer they built on top of the technology — personal callbacks, agent empowerment, and a CSAT approach that treated satisfaction as a relationship, not a metric.”
— Russ Fordyce, Chief Recognition Officer, Business Intelligence Group
SysAid was recognized for its Customer Care team’s achievement in dramatically reducing customer detractors by building a service model that pairs intelligent AI automation with deeply personalized human touchpoints — including proactive personal callbacks, empowered frontline agents, and a CSAT program designed around long-term relationships rather than transactional scores.
“We made a deliberate shift from treating CSAT as a score to treating it as a relationship. That meant combining AI to handle the repetitive work with giving our team the space and ownership to show up for customers in a more human, proactive way. The result wasn’t just better metrics—it was stronger trust”
— Asaf Goldstein, Senior Director of Customer Care, SysAid
This recognition reflects SysAid’s broader philosophy that world-class customer service is a competitive advantage that requires the same level of intentionality and investment as any product or technology. SysAid’s Customer Care team continues to raise the bar, combining the efficiency of Agentic AI with the irreplaceable impact of human empathy. Looking ahead, SysAid remains committed to proving that the future of service isn’t a choice between AI and people but the intelligent integration of both.
About SysAid
SysAid is on a mission to liberate organizations by putting AI to work for them and their people. Built on a robust ITSM platform, SysAid’s Agentic AI adds a powerful operational layer to IT, automating repetitive tasks and freeing teams from reactive work. AI Agents take the first action, so IT professionals intervene only when truly needed — enabling focus on optimization, innovation, and strategic challenges. Organizations can go live in weeks with rapid onboarding and no heavy migrations, backed by award-winning customer support every step of the way. With over 5,000 customers, SysAid partners with organizations from small businesses to Fortune 500 enterprises across 140 countries. For more information, visit
www.sysaid.com
About Business Intelligence Group
Business Intelligence Group (BIG) is an independent awards organization that has been recognizing outstanding achievement in business since 2012. Now in its 14th awards season, BIG operates more than 10 annual programs spanning innovation, artificial intelligence, cybersecurity, customer service, cloud computing, sustainability, sales and marketing, workplace culture, and women’s leadership. Unlike popularity contests, BIG programs use professional judging panels and objective scoring benchmarks to identify organizations, products, and individuals making real, measurable impact. Winners receive a complete promotional toolkit — including blockchain-verified credentials, press release support, social media assets, and featured placement across BIG’s global community of more than one million business professionals. For more information, visit bintelligence.com.
