The Lithy Awards

2018 was our eighth consecutive year celebrating our customers’ success with the annual Lithy Awards. This award program honors global brands who are delivering world-class digital customer experiences with strategies and results that are truly transformative.

The 2018 Lithy Awards Are Now Closed!

The competition was fierce but had to narrow it down to our 12 winners when it was all said and done! Winners were announced at CX Live in Austin Texas on October 3. 


The 2018 Lithys Awards Categories:

  • Digital All-Star

    Digital All-Star

    Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences.

  • Social Marketing Champion

    Social Marketing Champion

    Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign.

  • Social Support Champion

    Social Support Champion

    Recognizes a brand that has executed excellent social customer support at scale. Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction.

  • Surprise & Delight

    Surprise & Delight

    Recognizes a brand that is just awesome on social media. Celebrates the brands that go the extra mile to ‘surprise and delight’ customers on social media and/or generate a positive impact on a local, national, or global level leveraging social media.

  • Digital Design Excellence

    Digital Design Excellence

    Recognizes a brand with the most impressive and engaging design on digital as well as a beautifully designed UI with consistency across devices and networks (could include website, community, social channels).

  • Support Savings Titan

    Support Savings Titan

    Recognizes a brand that has best demonstrated significant bottom-line cost efficiencies and support savings for their business. Submissions should include the technology used and monetary savings for the organization.

  • Topline Titan

    Topline Titan

    Recognizes a brand with the most impactful topline business results across social and digital platforms. This category requires the company to include metrics to showcase the results achieved. (e.g. ROI, sales revenue).

  •  Regional Star

    Regional Star

    All submitted entries will be automatically nominated for the Regional Star award. We will have one winner for North America, Europe and Asia Pacific.

  • B2B Community Innovator

    B2B Community Innovator

    Recognizes a B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences.

  • B2C Community Innovator

    B2C Community Innovator

    Recognizes a B2C brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences.

2018 Lithy Award Winners

The 2018 Judges

Meet the judges!

  • Joe Cothrel

    Joe Cothrel

    In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management.

    In 2014, Joe co-authored the book, Social Customer Experience with his Lithium colleague, Dave Evans. He also led the creation of Lithium’s community management certification programs. Joe recently stepped down from his role as Lithium’s Chief Community Officer, but accepted our invitation to participate as a Lithy judge this year. Follow him on Twitter.

  • Tim Lopez

    Tim Lopez

    Tim Lopez is the director of support services and social research for Technology Services Industry Association. In this role, he works with TSIA’s members to streamline support processes, improve their social support offerings, and achieve their overall support-oriented goals.

    While at Symantec, Tim notably launched Symantec’s award-winning Social Media Customer Care team. Additionally, he drove down support response times, increased social support volume, and introduced response automation tools, all while maintaining 98% Customer Satisfaction.

    Tim has spoken at many conferences over the years, sharing best practices, personal experiences, and social support expertise. Tim is passionate about customer experiences and modernizing operations for the new era of support services. Follow him on Twitter.

  • Wayne Kurtzman

    Wayne Kurtzman

    Wayne Kurtzman, IDC Research Director for Social and Experiential Solutions, is an experienced technologist, practitioner and analyst of enterprise social media, collaboration and analytics and is responsible for the IDC Social, Communities and Collaboration practice.

    Prior to joining IDC, Wayne led emerging technology programs for global B2B and B2C companies, leveraging community collaboration and social media to drive employee and customer experience, new efficiencies, and new revenue streams. He has developed global community, social, and analytics practices as well as award-winning knowledge management and advocacy programs.

    Wayne is an adjunct instructor with the University of Tennessee, and a guest lecturer and speaker. A former journalist, Wayne volunteers with Destination Imagination, building 21st century creativity and problem-solving skills for students around the world. He holds a B.A. in Communications from Hofstra University. Follow him on Twitter.

Based on an approximate minimum cost per call of £2.35, we can conservatively state that we have realised a £4 million savings on calls – £1.6 million above our targeted contribution.