HDI Awards Point to AI-Driven Future for Service Excellence

SAN FRANCISCO – February 10, 2026 – HDI, the leading organization for technical support and service management professionals, has officially unveiled the finalists for its prestigious 2026 Global Service and Support Awards. The announcement provides a compelling glimpse into the future of the industry, highlighting a sector rapidly embracing artificial intelligence while simultaneously reinforcing the value of human-centric service. The list of finalists, featuring both individual leaders and powerhouse organizations, sets the stage for the industry’s premier event, HDI Service & Support World, where winners will be crowned this May.

The New Benchmarks for Industry Excellence

For over 35 years, HDI has served as a cornerstone of the service management community, and its annual awards are widely regarded as a definitive benchmark for excellence. The finalists are selected through a meticulous judging process conducted by panels of seasoned industry experts, making a nomination a significant honor in itself. The awards celebrate the individuals, teams, and organizations that not only meet but exceed the highest standards of quality and customer satisfaction.

This year’s roster includes standouts across a dozen categories, from individual achievements like Best Service and Support Analyst and Best Service and Support Manager to organizational honors such as Best Service and Support Culture and Best Customer Experience. The diversity of the finalists, ranging from major corporations like Allstate and Marriott International to specialized technology firms like Rezolve.ai and TPx, underscores the widespread commitment to innovation across the sector.

“Congratulations to the HDI Global Service and Support Awards finalists. They represent what’s possible when expertise and leadership come together,” said Abbie Caracostas, Portfolio Director for Event & Training at HDI, in a statement accompanying the announcement. “Their dedication not only elevates their own organizations, but also sets a higher standard for our community. We’re excited to bring the industry together to recognize those who truly stand out as the best of the best.”

AI Takes Center Stage in Service Transformation

The most significant trend revealed by the 2026 finalists is the profound and accelerating impact of artificial intelligence. The inclusion of a dedicated “Best Use of AI” category signals a pivotal shift, moving AI from a fringe experiment to a core component of modern service strategy. Finalists in this category, including Allstate, SupportLogic, and WBM Technologies LP, are at the forefront of this transformation.

Allstate, also a finalist for Best Service and Support Organization, has demonstrated remarkable success by integrating conversational AI into its operations. For over five years, the insurance giant has refined its use of chatbots powered by Natural Language Processing and Machine Learning. Its system now handles over 250,000 conversations each month, successfully resolving 75% of inquiries on the first contact. This has not only improved service availability but has also freed human agents to focus on more complex customer needs, blending machine efficiency with human empathy.

Another finalist, Rezolve.ai, which is nominated for both Best Service Improvement Initiative and Best Change Initiative, exemplifies the next wave of AI innovation. The company specializes in “Agentic AI,” a form of artificial intelligence where digital agents can autonomously understand complex problems, execute multi-step workflows, and resolve issues without human intervention. This move from simple ticket deflection to autonomous problem resolution represents a paradigm shift for enterprise support.

However, industry analysts caution that the path to AI integration requires a strategic approach. While AI is a foundational element for innovation, rapid deployment without robust data governance and process optimization can lead to a temporary dip in service quality. The most successful implementations, as seen in the work of the HDI finalists, focus on creating a symbiotic relationship where AI handles routine tasks, empowering human agents to build stronger customer relationships and tackle more intricate challenges.

Beyond the Bots: Celebrating the Human Heart of Service

While technology dominates headlines, the 2026 HDI Awards finalists prove that the human element remains the heart of exceptional service. The awards continue to place a strong emphasis on the people who deliver support day in and day out, with categories dedicated to analysts, technicians, and managers.

Finalists for Best Service and Support Analyst, such as Cheryl Buzicky of Infinite Campus and Sam Soheylee of Vertex, are recognized for their problem-solving skills, empathy, and commitment to customer success. Similarly, the Best Service and Support Technician category honors professionals like Joshua Bohnard from the State of Michigan and Matthew Jensen of Velera for their technical acumen and hands-on support.

Furthermore, the “Best Service and Support Culture” category highlights organizations that foster environments where employees can thrive. Finalists like BlueCross BlueShield of SC, First American, and Simpson Strong-Tie are being celebrated for creating workplaces that prioritize employee well-being, professional development, and a shared passion for service. This focus on culture is critical, as a positive and supportive environment is a direct precursor to outstanding customer experience. It reinforces the idea that even in an AI-driven world, the best service organizations are those that invest in their people.

Defining the Future at Service & Support World

The culmination of this year’s awards will take place at the HDI Service & Support World conference, held from May 3-7, 2026, at Caesars Palace in Las Vegas. For the first time, HDI is uniting its two largest events, SupportWorld Live and Service Management World, into a single, comprehensive conference. This landmark event will bring together thousands of professionals from across the IT service, customer support, and technical support landscape.

Companies like Velera, TPx, and Wajax Limited, each nominated in multiple categories including Best Service and Support Organization, illustrate a holistic commitment to excellence that the event aims to champion. The conference agenda is packed with sessions on AI, Experience Management, and strategic leadership, offering attendees a roadmap for navigating the industry’s future.

The achievements of the 2026 finalists offer more than just a list of accolades; they provide a blueprint for the evolution of service and support. As the industry gathers in Las Vegas, the focus will be on celebrating these leaders who are not just adapting to change but are actively defining the next generation of service excellence.