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.

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. 

Key highlights of Samsung Canada’s AI-enabled customer service approach include: 

• 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. 

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. 

“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.” 

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. 

This recognition underscores Samsung Canada’s continued focus on translating emerging technologies into practical business value, operational efficiency and stronger customer experiences. 

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. 

We are pleased to share an exciting update regarding Samsung Electronics Canada’s recent achievement in the field of IT Innovation and Business Value. Our customer service team has been recognized with an award for excellence, thanks to the groundbreaking Home Appliance Remote Monitoring (HRM) project. This initiative exemplifies our commitment to delivering exceptional customer experiences and setting new industry standards.

The HRM project, launched in 2024, represents a significant advancement in proactive care services. Leveraging Samsung’s expertise in remote, contactless diagnostics for mobile and TV products, HRM extends this innovative approach to home appliances. The core mission of HRM is to anticipate customer needs before they arise, ensuring seamless product performance and hassle-free experiences.

Key highlights of the HRM project include:

• Proactive Customer Care: Addressing potential issues before customers even realize they exist, enhancing satisfaction and trust.
• Customer-Centric Solutions: Reinforcing Samsung’s reputation for reliability and innovation in customer service.
• Industry Benchmark: Setting a new standard for proactive, customer-focused support in the home appliance sector.

The award, presented by IDC as part of the CIO Awards 2025, holds significant importance in the Canadian market. IDC is a globally recognized leader in market intelligence, offering insights into the technology sector. The CIO Awards specifically honor organizations that demonstrate exceptional innovation and business value through IT solutions. Winning this award not only validates our efforts but also positions Samsung Electronics Canada as a leader in IT innovation within the Canadian market.

This recognition underscores our ability to leverage cutting-edge technology to improve customer experiences and drive business value. It also highlights our commitment to staying ahead of industry trends and delivering solutions that meet the evolving needs of our customers.

We are proud of this accomplishment and believe it reflects the hard work and dedication of our team. Moving forward, we will continue to build on this success, exploring new opportunities to enhance our customer care services and maintain our leadership in the industry.

This year’s recognition highlights Samsung Canada’s Home Appliance Remote Monitoring (HRM) project, which exemplifies the company’s commitment to proactive, data-driven customer care. The HRM initiative extends Samsung’s expertise in remote diagnostics to home appliances, enabling the company to anticipate customer needs, resolve issues before they arise, and provide seamless, reliable service.

Key highlights of the Home Appliance Remote Monitoring project include:

• Proactive Customer Care: Detecting and addressing potential issues before customers are impacted, increasing satisfaction and trust.
• Customer-Centric Solutions: Reinforcing Samsung’s reputation for innovation and reliability in customer service.
• Industry Benchmark: Setting a new standard for proactive, customer-focused support in the home appliance sector.

“Innovation at Samsung Canada is driven by our commitment to make life simpler, smarter, and more reliable for our customers,” said Frank Martino, Vice President, Corporate Services, Samsung Canada.

This recognition underscores Samsung Canada’s leadership in IT innovation and its ability to translate technology into tangible business value and superior customer experiences. IDC’s CIO Awards specifically honor organizations that demonstrate exceptional innovation, operational excellence, and measurable impact through IT.

Samsung Canada will continue to build on this success, leveraging HRM and other technology initiatives to enhance customer care, improve efficiency, and set new industry benchmarks for service excellence.

About the CIO Awards Canada

The CIO Awards for Canada recognize Canadian organizations and teams that use IT in innovative ways to deliver business value, whether by optimizing business processes, enabling growth, or improving customer relationships.

About IDC

International Data Corporation (IDC) is a global provider of market intelligence, advisory services, and events for IT, telecommunications, and consumer technology markets. Learn more at www.idc.com/ca.

About CIO

CIO provides business technology leaders with insights into IT trends, leadership, and innovation. It reaches enterprise CIOs and executives with expertise on career development, business strategy, and technology-driven growth. Learn more at www.cio.com.

IDC Canada and CIO have named Samsung Canada as a CIO Awards Canada 2025 award winner. Annually, IDC + CIO recognizes the tech world’s most innovative organizations and accomplished leaders. 2025 will be the fourth year for this popular awards program, where the CIO Awards Canada program has recognized innovative Canadian tech projects and teams.

“We’re thrilled to announce the winners of the 2025 CIO Awards Canada. This prestigious award celebrates exceptional Canadian organizations that are leveraging technology to drive digital transformation and deliver measurable business value,” said Allice Shandler, Senior Director, Events for the Americas at IDC and CIO Awards Canada Program Chair.

“This year’s winning projects are not only innovative but also inspiring examples of what’s possible when visionary leadership is paired with a highly skilled, future-focused workforce. We are honoured to recognize these achievements and the remarkable individuals behind them at our awards ceremony, which will take place following IDC’s CIO Summit Canada event on November 13, 2025, at The Westin Harbour Castle in downtown Toronto,” Shandler added.

“At Samsung Canada, innovation is driven by our commitment to making life simpler, smarter, and more reliable for our customers,” said Frank Martino, Vice President, Corporate Services, Samsung Canada. “Home Remote Monitoring empowers us to anticipate customer needs, resolve issues before they arise, and deliver exceptional service without disruption. We are thrilled to be recognized by IDC and CIO for this achievement, which reflects our team’s dedication to pushing the boundaries of connected living.”

Samsung Canada is transforming customer service with proactive, data-driven technology that delivers measurable business impact. The Home Appliance Remote Monitoring (HRM) project has significantly reduced undiagnosed issues and non-repair visits, while boosting customer satisfaction scores — demonstrating how innovation directly translates to efficiency, cost savings, and an improved customer experience.

About the CIO Awards Canada: 

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. 

About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for information technology, telecommunications, and consumer technology markets. With more than 1,300 analysts worldwide, IDC offers global, regional, and local expertise on technology, IT benchmarking and sourcing, and industry opportunities and trends in over 110 countries. IDC’s analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. 

Founded in 1964, IDC the world’s leading tech media, data, and marketing services company. To learn more about IDC, please visit https://www.idc.com Follow IDC on Twitter at @IDC and LinkedIn. Subscribe to the IDC Blog for industry news and insights. To learn more about IDC Canada, please visit www.idc.com/ca or follow us on LinkedIn. @IDC and LinkedIn. Subscribe to the IDC Blog for industry news and insights. To learn more about IDC Canada, please visit www.idc.com/ca or follow us on LinkedIn. 

About CIO 

CIO focuses on attracting the highest concentration of enterprise CIOs and business technology executives with unparalleled peer insight and expertise on business strategy, innovation, and leadership. As organizations grow with digital transformation, CIO provides its readers with key insights on career development, including certifications, hiring practices and skills development. The award-winning CIO portfolio provides business technology leaders with analysis and insight on information technology trends and a keen understanding of IT’s role in achieving business goals. For more information about CIO please visit, https://www.cio.com/