Hiring customer teams for empathy over technical skill, and measuring responsiveness and satisfaction rather than ticket resolution time: the “People over KPIs” approach behind Luware's win.
ZURICH, SWITZERLAND, July 28, 2026. Luware, a leading provider of customer service and compliance recording solutions built natively on Microsoft Teams, has been named a Silver winner in the Best Customer Service category at the US Customer Experience Awards 2026 (USCXA 26), held online on July 14, 2026.
The award recognizes Luware's “People over KPIs” approach to customer service, which reshaped how the company hires and measures its customer-facing teams. Instead of screening mainly for technical skill, Luware hires first for empathy, communication, and the ability to build trust, then teaches the technical side. It also stopped treating ticket resolution time as a target, choosing instead to measure how quickly the team responds and whether the customer is satisfied at the end. The win was selected from a competitive field of finalists judged by an independent panel of customer experience leaders, practitioners, and industry experts.
About the achievement
Luware Nimbus, Luware's Microsoft Teams-native contact center solution, lets organizations manage customer inquiries on the platform their teams already use, without a separate system to run alongside Microsoft Teams. Behind the service sits a deliberate people strategy: Luware hires customer-facing staff for human skill first, assigns one named contact to each customer from onboarding through renewal, and runs its customer success team as what it calls a talent foundry, where people who start in support go on to roles elsewhere in the business, including product management, compliance, and the leadership team. Over the last three fiscal years, net attrition in the department has been zero percent: people leave the team, but not the company.
The results are measurable. Every new customer is surveyed at onboarding, and onboarding satisfaction stands at 100 percent. Support satisfaction is 97 percent positive and reached 100 percent of respondents in 2025. New tickets receive a first response in under 27 minutes on average, with 99.7 percent of replies inside Luware's service level and platform availability of 99.997 percent. Over the past year, Luware's renewal rate improved by 31.8 percent year over year. The model is expanding in the United States, where Luware opened its first US office in New York and customers including Century Communities, one of the country's largest homebuilders, run on Luware Nimbus.
About the US Customer Experience Awards 2026 (USCXA 26)
The US Customer Experience Awards celebrates and champions the organizations and individuals raising the bar for customer experience across the United States. Now in its 12th year, USCXA recognizes excellence across categories spanning CX strategy, innovation, technology, and team performance, judged by an independent panel of industry experts. For more information, visit usacxa.com.
About Awards International
Awards International is a global producer of business awards programs and events, dedicated to recognizing and celebrating excellence across industries. Its portfolio spans customer experience, employee experience, sustainability, and ESG recognition programs worldwide. For more information, visit awardsinternational.com.
About Luware
Luware is a leading SaaS provider of digital communication technology built natively on Microsoft Teams. Luware Nimbus, Luware's cloud-native contact center solution, and Luware Recording, its compliance recording solution, help organizations manage customer communication and stay compliant on the platform their teams already use. Headquartered in Zurich, Luware serves more than 1,200 customers worldwide, with operations across Switzerland, Germany, Poland, the United Kingdom, and the United States. For more information, visit luware.com.
