Winners
Customer Experience Awards Winners
Customer Experience of the Year, Telecoms & Digital
Judges comments:
“A very clever initiative, using the Fizzback real time customer engagement platform, which delivered outstanding uplift in customer satisfaction and first call resolution”
Customer Experience of the Year, Financial Services, including Contact Centres
Judges comments:
“An innovative CSR programme of interest free loans to entrepreneurs in developing countries”
“A Net Promoter score of 79 is world class – the approach to ensuring a great online experience clearly works”
Customer Experience of the Year, B2B & Outsourcing
Judges comments:
“Training for outsourcing is notoriously challenging – the steps they have taken have delivered first class results”
“A long term vision to service improvement for customers. An honest assessment of business results in a difficult climate”
Customer Experience of the Year, Travel, Tourism & Leisure
Judges comments:
“The training they give to their employees is one of their main strengths”
“The use of the roadmap and the quiz methods to plan and embed learning and development….very effective”
Special mention to the experience ownership focus, very clear and remarkable customer focused culture”
Customer Experience of the Year, Special Commendation Award
Judges comments:
“During snow blighted service and erupting volcano driven demand – the plans to maintain service standards is worthy of a very special mention”
Customer Experience of the Year, Retail
Judges comments:
“The approach was ahead of the game…from building a social media element into the feedback loop, especially for voting of the top 3 issues for CEO comments”
“Their approach to reaching out to staff without access to technology demonstrated more than two dimensional thinking”
