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Deltek's Innovative Approach to a Future-Ready Workforce

In a groundbreaking acknowledgment of its commitment to excellence, Deltek has proudly received the 2026 STAR Award from the Technology & Services Industry Association (TSIA) in the category of Future-Ready Workforce. This prestigious recognition highlights Deltek's ongoing investment in its people, processes, and AI-driven tools designed to enhance customer satisfaction and support in an increasingly digital landscape.

A Transformative Shift in Customer Enablement

Deltek, an intelligent platform dedicated to project-oriented businesses, has transformed its customer enablement team and reshaped them into a strategic knowledge organization. This initiative aims to provide customers with best-in-class service while equipping employees with the skills needed to thrive in an evolving technological environment. Given the rapid changes in customer support needs, this transformation centers on offering precise guidance and building stronger relationships with customers.

TSIA, a leading research and advisory institution for technology service organizations, recognized Deltek's significant progress in innovating customer service. The STAR Awards are given to technology companies that excel in providing quality customer-facing services, reflecting Deltek's enduring commitment to delivering top-notch user experiences. This particular accolade underscores the company’s success in modifying its traditional approaches to customer support, establishing it as a model of modern efficiency.

Empowering Employees and Enhancing Customer Experience

Deltek's strategic overhaul saw the Company revise the roles, skills, and workflows within its Customer Enablement team. By employing AI alongside human expertise, they designed a system where technology and knowledge converge to deliver consistent, accurate information across various channels. This kind of dual-engagement not only improves employee capabilities but significantly lifts the overall customer experience.

Through a comprehensive analysis of customer search behaviors, support trends, and engagement patterns, Deltek identified key difficulties that customers encounter when seeking information. This data-driven approach enabled the company to create a refined model that encompasses human judgment while leveraging AI for enhanced performance.

The Importance of Trust and Accuracy

Deltek's commitment to delivering trustworthy customer experiences hinges on the idea that the quality of AI-generated content is directly proportional to the accuracy of the knowledge base from which it is derived. Margo Martin, Deltek's Executive Vice President and Chief Customer Officer, emphasized that thorough knowledge management is crucial, particularly in high-stakes industries where inaccurate information can lead to severe consequences. As such, every AI-generated response undergoes rigorous validation and refinement to ensure reliability.

The company's AI initiatives are not standalone efforts but rather part of a holistic strategy that revolves around providing each customer with tailored guidance. Content is specifically crafted to help users complete necessary tasks efficiently and is continuously updated to reflect the latest information, ensuring that customers can access timely and appropriate assistance.

Future-Ready Commitment

Deltek's investment in customer enablement is designed to cultivate a team well versed in both knowledge management and the governance of AI technologies. This commitment fosters an environment where team members are empowered to innovate, experiment, and drive value for customers proactively. Every initiative is built upon solid customer requirements and guided by the mission to deliver reliable and authoritative information.

By pioneering this paradigm shift in customer service, Deltek not only secures a competitive edge but also solidifies its reputation as a trusted partner for businesses across various sectors. This prestigious recognition from the TSIA serves as a testament to Deltek’s relentless pursuit of excellence in customer engagement and support, affirming the company's dedication to integrity, quality, and innovation in an increasingly AI-driven world.

About Deltek

For those unfamiliar with Deltek, it is an intelligent platform that covers the entire project lifecycle, ranging from ERP and accounting to project bidding, planning, and analysis. Trusted by over 30,000 organizations — including leaders in government contracting, architecture, engineering, construction, and consulting — Deltek provides vital support in high-stakes environment, ensuring clients have the tools they need to succeed. Through this award, Deltek reaffirms its position as an innovator in the narrative of evolving customer service in the age of artificial intelligence.