CMSWire Announces 2025 Customer Experience Leader of the Year and IMPACT Award Honorees

SAN FRANCISCO - EntSun -- CMSWire, the world's foremost publication covering digital customer experience brought to you by Simpler Media Group (SMG), today announced the 2025 Customer Experience Leader of the Year and the full list of CMSWire IMPACT Award recipients across 5 categories. The CMSWire IMPACT Awards celebrate exceptional work in the fields of customer experience and the digital customer journey.

The most prestigious award is the Customer Experience Leader of the Year. This award is presented to an individual who demonstrates excellence in leading to improve customer experience through partnering across the organization and leveraging digital technologies.

CMSWire's 2025 Customer Experience Experience Leader of the Year is Mandi Fang, SVP, Client Operations, Cox Automotive.

Leader of the Year finalists who received honorable mentions include Meni Dahan, Head of CX and Digital and a Board Member for H.Y. Group; Lindsey Major, Chief Member Experience Officer at The Mechanical Licensing Collective and Rohit Khanna, Chief Customer Officer for Smarsh.

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CMSWire is also honored to announce winners in the Customer Journey Innovation practitioner category, honoring a team for its efforts. The 2025 honorees include:

• Gold winner: Port Authority of New York and New Jersey, World Trade Center - Customer Experience Team
• Silver winner:  CV3 Financial Services, Marketing and Customer Experience Team

In addition to the practitioner categories, CMSWire announced winners in the following vendor categories: Best Customer Experience Transformation, Best Use of AI in Customer Experience, and Best Contact Center Innovation. These categories honor vendors for the work they've done on behalf of their clients. The 2025 winners are:

• Best Customer Experience Transformation (Gold): CSG
• Best Customer Experience Transformation (Silver): Sitecore
• Best Use of AI in Customer Experience (Gold): VOZIQ AI
• Best Use of AI in Customer Experience (Silver): NICE
• Best Contact Center Innovation (Gold): NICE
• Best Contact Center Innovation (Silver): Twilio

Winners were chosen from qualified nominees who were required to be customer experience leaders, departments/teams or vendors that deployed superior customer experience initiatives or programs over the past year. Judging was completed by a panel of practitioners and industry specialists, led by CMSWire Editor-in-Chief Dom Nicastro, with the winner and honorable mentions selected based on information provided through the nomination process.

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CMSWire congratulates all winners and finalists of this year's awards program. Learn more about the CMSWire IMPACT Awards (https://www.simplermedia.com/impact-awards/cmswire/) and consider applying for 2026 when that program opens in August 2025.