LCEC earns Chartwell 2026 Silver Award for excellence in customer experience

06/23/2026

LCEC has been recognized with Chartwell’s 2026 Silver Award for Excellence in Customer Experience for its implementation of a Natural Language Interactive Voice Response system.

The award highlights the LCEC commitment to enhancing member experience through innovative technology and strong cross-functional collaboration. The upgraded system allows members to navigate calls more easily using natural speech, resulting in faster, more accurate responses to their needs. Key outcomes of the implementation include:

  • Improved member experience through easier, more intuitive call navigation
  • Increased accuracy in understanding member intent
  • Reduction in misrouted calls and repeat interactions
  • Faster issue resolution and greater operational efficiency

“We’re focused on making every interaction easier and more meaningful for our members,” said Denise Vidal, Executive Vice President and Chief Executive Officer. “It’s about delivering more responsive, accessible service that meets our members where they are.” The recognition from Chartwell reinforces the strategic focus on LCEC has on advancing and strengthening member engagement through innovation and service excellence.