For many frontline customer experience (CX) professionals, success is measured in speed, efficiency and quality scores. For Maribeth Lagman, success means ensuring that every customer feels heard, understood and supported.

“What I enjoy most is helping people and making a positive difference in their experience,” said Lagman, Customer Experience Agent at Trademark Global. “I also love working with my team. They make this job so enjoyable that it doesn’t even feel like work.”

That mindset has made Lagman a standout member of the CX organization at Trademark Global, a consumer products company. She’s become one of the company’s most trusted frontline experts, known for handling even the most complex situations with empathy, confidence and remarkable efficiency.

Her performance is exceptional. Lagman maintains an average handling time that’s 40% faster than the team average — while managing 45% more interactions than her peers each month. She pairs that productivity with a 98% average quality assurance score, including a recent three-month streak of perfect scores.

One customer interaction has stayed with her. “One of my favorite moments was when a customer thanked me for going the extra mile and said my support made a stressful situation much easier,” said Lagman. “He even asked if he could speak to my CEO to recommend that I get a raise. Knowing I was able to turn the experience into a positive one is always the most rewarding part of the job.”

Lagman’s influence extends well beyond the customers she serves.

Colleagues describe Lagman as someone who never settles for simply answering the question in front of her. She anticipates what customers might need next, shares troubleshooting resources before they’re requested and looks for opportunities to reduce future effort. She also serves as a trusted mentor, helping new team members build confidence by sharing practical workflows, product knowledge and best practices.

And when the IT team shadowed her to better understand how exceptional customer experiences are created, they weren’t simply documenting workflows. They studied the subtle decisions she makes throughout every interaction, as well as her tone, empathy and communication style. Those observations became the blueprint for how the company’s AI chatbots communicate with customers.

AI has become a force multiplier for Lagman personally, as well, helping her combine efficiency with empathy in every interaction.

“What I enjoy most about working with AI is that it helps me support customers more efficiently without losing the human touch,” she said. “It helps me find information quickly and handle repetitive tasks, which gives me more time to better understand each customer’s needs and provide more personalized support.”

Winning a 2026 Genesys Orchestrators Innovation Award has reinforced Lagman’s commitment to continuous growth. “Winning this award motivates me to keep learning, embracing new challenges and striving for excellence. It inspires me to continue making a positive impact, supporting my team and our customers.”

Meet the other 2026 Genesys Orchestrators Innovation Awards winners.