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Recognition highlights IT innovation designed to make customer support simpler, faster and more connected
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TORONTO — Samsung Canada has been named an IDC CIO Awards Canada 2026 winner in recognition of its work advancing AI-enabled customer service experiences. The award recognizes Canadian organizations and teams using technology in innovative ways to deliver measurable business value and advance digital transformation.
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This year’s recognition highlights Samsung Canada’s use of IT to create a competitive advantage, streamline operations, accelerate growth, and strengthen customer relationships. By equipping frontline teams with real-time insights and reducing routine administrative tasks, Samsung Canada aims to help its agents spend more time addressing customer needs and delivering meaningful support.
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Key highlights of Samsung Canada’s AI-enabled customer service approach include:
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- Simpler, More Efficient Support: AI-powered routing, callback automation and digital support help reduce friction and connect customers with the right resources more quickly.
- More Personalized Customer Care: Real-time AI recommendations and sentiment insights help agents better understand customer needs and provide more relevant, responsive support.
- A More Connected Service Experience: Automated case summarization and SmartThings-enabled Home Remote Management help create greater continuity across customer interactions while enabling more proactive support.
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These capabilities have also contributed to measurable improvements in contact centre efficiency and digital adoption, while supporting Samsung Canada’s continued focus on delivering a strong customer experience.
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“Innovation at Samsung Canada is focused on using technology in ways that make the customer experience simpler, faster and more intuitive,” said Frank Martino, Vice President, Corporate Services, Samsung Canada. “By using AI to help our teams better understand and respond to customer needs, we’re enhancing the support experience today while building a strong foundation for the next generation of AI-enabled customer service.”
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Samsung Canada continues to explore how AI can enable more proactive and convenient customer support, including helping customers with repair setup, service-status updates and warranty information.
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This recognition underscores Samsung Canada’s continued focus on translating emerging technologies into practical business value, operational efficiency and stronger customer experiences.
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Looking ahead, Samsung Canada will continue advancing its AI-enabled customer service capabilities and exploring new ways to make support more connected, proactive and responsive to customers’ needs.
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About the CIO Awards Canada:
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The CIO Awards for Canada celebrate Canadian organizations and the teams within them that are using IT in innovative ways to deliver business value, whether by creating competitive advantages, optimizing business processes, enabling growth, or improving relationships with customers. The award is an acknowledged mark of enterprise excellence and a source of pride for all winning organizations.
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About IDC
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International Data Corporation (IDC) is the technology intelligence layer of the AI economy. A global leader in research and data for more than 60 years, IDC’s expert analysts, proprietary datasets, and rigorous methodologies are trusted by business and IT leaders to guide critical business strategies and IT investments. Today, that intelligence is built into the tools and workflows where work gets done with IDC Quanta, making work sharper, teams faster, and businesses harder to beat.
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Visit www.idc.com, subscribe to the IDC blog, or follow IDC on X and LinkedIn for the latest industry insights.
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