When we look back on 2025, one word comes to mind: Intentional.
This wasn’t a year of growth for growth’s sake. It was a year spent strengthening our foundation, turning innovation into execution, and making sure our people, platforms, and partnerships were ready for what’s next.
From meaningful advances in AI and analytics to deeper client relationships and continued investment in our culture, 2025 was a year where progress became tangible. Here’s what we built, what we learned, and how we’re setting ourselves up for the future.
Innovation & Product Development: From Ideas to Impact
Innovation remained central to RDI’s strategy in 2025—but with a clear shift in mindset. This year was about moving beyond experimentation and delivering solutions that were production-ready, scalable, and measurable.
Winnerware.ai: One Platform, Expanded Possibilities
Winnerware.ai saw a major evolution in 2025, becoming a comprehensive AI suite designed to support agents, leaders, and clients across the full CX lifecycle. The platform now brings together intelligent knowledge bases, chat and agent assist tools, advanced training simulations, and a variety of AI voice agents in one cohesive experience.
Introducing AI Voice Agents
Another major milestone this year was the addition of AI voice agents to our product stack. Designed to support high-volume, Tier 1 interactions, AI voice agents give organizations a flexible way to handle routine contacts efficiently. Ultimately, this frees up capacity for more complex, high-impact conversations that require a human touch. With realistic voice options and thoughtfully designed conversational flows, this capability offers a modern approach to balancing efficiency and experience without sacrificing quality.
Smarter Training with AI Simulation + QA Scoring
One of the most impactful enhancements this year was the introduction of QA scorecards within our AI Training Simulator. Agents now receive immediate, tangible feedback after each simulation—mirroring live QA processes that clearly highlight strengths, weaknesses, and growth opportunities.
The impact was clear:
- ~7% improvement in early attrition (30/60/90 days)
- 5% average increase in QA scores
- A 22-point NPS lift for classes using the simulator versus those that did not
In 2026, our simulator will expand beyond just training as we integrate it into our recruiting processes. This will give hiring teams better insight into candidate soft skills while offering candidates a realistic preview of the role.
Looking Ahead: A Clear AI Roadmap
In 2025, RDI established a structured AI roadmap across three areas:
- Agent-facing tools
- Customer-facing journeys
- Analytics and back-office intelligence
With a strong foundation built on agent-facing AI, we’ll shift our focus toward customer-facing experiences and deeper analytics in 2026. Among those changes are enhancements to Agent Assist and the addition of real-time listening, guided next steps, AI summaries, and proposed dispositions.
Business Intelligence & Interaction Analytics: Turning Data into Decisions
Throughout 2025, RDI’s Business Intelligence (BI) and Interaction Analytics teams helped clients move beyond dashboards and toward confident, informed decision-making.
Measurable Client Outcomes
Powered by insights from BI and interaction analytics, RDI partnered with clients to identify focused opportunities and track meaningful improvement across key metrics:
- Financial Services Organization
First Call Resolution improved by 7% from 71% (2024) to 76% (2025) by focusing on low-FCR call types and improving knowledge base alignment. - Early Childhood Education Organization
Agent booking rates increased from 48% to 51% (a 6% improvement), driven by analytics that identified behaviors tied to successful tour bookings. - Leading Bed & Mattress Manufacturer
Conversion rates rose from 11.4% to 14.3% year over year, another 3% improvement.
Applied Interaction Analytics in Action
Beyond the numbers, interaction analytics drove real operational change:
- Gemba walk speech analysis for a Large Financial Services Client directly informed internal system redesigns to reduce handle time.
- QA automation launched for a Major Publishing Company, delivering a more efficient scorecard and broader visibility across agent performance.
- A disposition overhaul for a Leading Credit Union reduced agent-selected options while leveraging speech analytics to fill in detailed sub-dispositions.
- AI-generated call summaries rolled out for five clients, enabling faster insight without the need to listen to or read full calls.
Across industries, analytics played a critical role in validating fraud concerns, identifying efficiency gains, and giving operations leaders confidence in how conversations were being handled.
Looking Ahead: BI & Interaction Analytics in 2026
In 2026, RDI will continue supporting clients with ongoing monitoring, reporting, and ad hoc analysis—all while placing greater emphasis on implementation and measurable outcomes.
Key focus areas include supporting automation rollouts, optimizing newly evaluated analytics tools, and advancing the next generation of our “smoke detector” to surface meaningful operational changes faster.
Learning & Development: Enabling Performance at Scale
In 2025, Learning & Development continued to evolve into a flexible, cross-functional engine supporting both client success and internal growth.
Client Impact & Rapid Enablement
Last year, RDI helped clients move quickly from strategy to execution by supporting rapid ramp-ups, modernization efforts, and integrated training solutions.
- A major fiber optic company ramped over 100+ agents in a single month with a 72-hour content turnaround.
- Healthcare and insurance organizations partnered with RDI to rebuild training programs from the ground up.
- Winnerware.ai knowledge bases and AI simulator scenarios were embedded into training programs, with 30 new scenarios added.
Advancing Internal Capability
To meet growing client demand, RDI continued investing in internal learning, design, and delivery capabilities.
- 31 trainers completed Training Certification by years-end.
- Coaching Certification expanded L&D’s role within leadership development.
- Training content was fully modernized to support adult learning styles.
- Two new Content Design team members joined in 2025, strengthening instructional quality.
The L&D team also became more integrated across the organization—supporting product launches, operations, client services, marketing, and leadership initiatives.
2026 L&D Focus
Looking ahead, priorities include expanding leadership development offerings, enhancing training resources, leveraging Winnerware.ai as a primary content platform, and deepening collaboration with sales, operations, and product teams.
Client Development: Strengthening Partnerships, Exploring What’s Next
Client partnerships remained central to RDI’s growth in 2025. Our focus on proactive collaboration, responsiveness, and data-driven insight continued to resonate—building trust and delivering value where it matters most.
That commitment came through clearly in the feedback we received from clients across industries:
“Your team members consistently go above and beyond to improve processes—not only for us as the client, but also for the operators on the floor. Having people like that truly makes our partnership with RDI an exceptional experience.”
— Manager, Electronic Monitoring Technology Company
“The reporting and data analytics we get from RDI has been eye-opening. Each session leads to deeper insights and more confident decisions about the health of our business.”
— Senior Manager, Early Childhood Education Organization
“Live Chat launching on our website is a major milestone in improving the customer experience and supporting our customers’ decision-making journey. I’m incredibly impressed with the engagement and urgency the RDI team brings every day. We feel very lucky to have found RDI as a partner and can’t wait to see what we’ll build together in 2026.”
— Director, Leading Biomedical Engineering Company
Partnerships like these helped propel RDI into new industries in 2025, including biotechnology and biomedical engineering, while continuing to expand within healthcare and gain early traction in retail. As we look to 2026, our focus remains on growing thoughtfully—entering new markets with intention while strengthening the client relationships that drive long-term success.
Marketing & Brand Evolution: Aligning How We Show Up
To support our expanding capabilities, RDI completed a full brand and website refresh in 2025. The result was clearer messaging, a modernized visual identity, and an external presence that better reflects the sophistication of our solutions. Alongside the rebrand, we relaunched social media with a renewed focus on consistency, clarity, and connection.
Culture, Leadership & Engagement: Growing with Intention
Even as headcount fluctuated in 2025, RDI remained focused on protecting engagement and strengthening culture.
- Over 50 employees completed Bench Leadership.
- More than 40 promotions occurred across the organization.
- Attrition was reduced by 3% from 2024 to 2025.
- Site consolidation improved leadership coverage and operational alignment.
- RDI hosted large-scale engagement events and expanded client campaigns successfully.
Our giveback efforts continued through partnerships with organizations such as Adopt-A-Class, Matthew 25, Meals on Wheels, Big Brothers Big Sisters, Tech Impact, and many more.
Awards & Recognition
In 2025, we were proud to earn recognition that reflects the culture we continue to build and the standards we hold ourselves to every day:
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- Top Workplaces 2025
RDI was recognized as a Top Workplace based on direct employee feedback, highlighting a culture built on trust, engagement, and a strong commitment to employee experience. - Deloitte Cincinnati 100
RDI was named to the Deloitte Cincinnati 100, recognizing the region’s largest privately held companies for sustained growth, financial strength, and leadership in the local business community. - Top 100 Global Most Loved Workplaces – 2025
RDI was named one of Newsweek’s Top 100 Global Most Loved Workplaces in 2025, recognizing organizations around the world that are celebrated for trust, respect, collaboration, and employee satisfaction. - INFONAVIT “Empresas de Diez” – Hermosillo
Our Hermosillo site earned the “Empresas de Diez” distinction from INFONAVIT, honoring excellence in employer responsibility, compliance, and employee well-being in Mexico. - 2025 Cincinnati Business Courier Nominations:
- Largest Cincinnati Area Employers
- Largest Northern Kentucky Employers
- Top 150 Private Businesses
- Top Workplaces 2025
Looking Ahead: Ready for What’s Next
As we move into 2026, RDI is positioned for continued momentum. With scalable AI, deeper analytics, stronger partnerships, and an engaged, adaptable team, we’re ready to build on what works—and push even further where it matters most.
Here’s to continued innovation, meaningful growth, and shared success in the year ahead.