UK Customer Experience Awards 2016

Last week we were back at the Park Plaza, Westminster Bridge for the 2016 UK Customer Experience Awards.

With one of the best views from a hotel lobby in London,(in our opinion), this event just gets bigger each year, with over 800 attendees, there to celebrate improvements within customer experience.


This year, we had the honour of chairing the judging panel for the award ‘Customer Centric – Utilities and Retail’, which featured; Affinity Water, SWR Waste Management, Scottish Water, Clothes2Order, New Look and HSS Hire.

Despite a wide range of sectors and hearing about the challenges and opportunities for sewage pipes, cherry pickers, water leakage, corporate logos on cowboy hats and discount clothing supply chain, each of these companies and teams had worked really hard to improve their customer service, making make their end to end operations truly customer centric.

There were at least three entries which for us, could have taken the win, which in the end New Look did.  Well done Louise and team and to all the other entries.


So on to the winners –  You can see a full list of all the winners and finalists here:

The overall winners were: Four Seasons Health Care

Contact Centre Small – Customer Loyalty – Baxi Heating

Contact Centre Large – HSS Hire

Contact Centre Small – Can do Culture – Amicus Horizon

Insurance Services –  Direct Line Group

Financial Services – Banking and Investment – TSB in partnership with Blue Sky Performance Improvement

Technology and Telecoms – Now TV in partnership with Firstsource

Travel / Transport / Hospitality / Retail – Ocado Ltd

Utilities – Thames Water

Business Change – Findel Education

Business Transformation – Royal London

Customer Centric Culture – Culture of Excellence – UCAS

Customer Centric Culture – Financial Services – Direct Line Group

Customer Centric – IT and Technology – Microsoft EMEA

Customer Centric – Retail and Utilities – New Look

Customer Centric – Service Providers – Pelican Business Services

Employee Engagement – Best Place to Work – TSB in partnership with Blue Sky Performance Improvement

Employee Engagement – Improving CX – Fitness First in partnership with Dragonfish

Engaging Customers Online – RHP

Experience / Design – Improvement Barclays – Bereavement – Continuous Improvement

Experience / Design – Innovation – Epos Now

Insight and Feedback – A Different Perspective – Vita Student

Insight and Feedback – A Focus on Understanding – Four Seasons Health Care

Insight and Feedback – A New Way of Measuring – Red Ant

New Product/Product Improvement – Loving the Customer – Close Brothers Retail Finance

New Product/Product Improvement – (Making the Most of Technology) My Home Move

Omnichannel CX – FM Outsource

Return on CX – Maru/edr and British Gas

Social Media – Direct Line Group – Direct Line Social Media Customer Service Team

Professional of the Year – Old Mutual Wealth – Christina Dolding

Professional Woman of the Year – Close Brothers Premium Finance – Sharon Bishop

Team – A Whole New Level – Royal London – Group Insight Team

Team – Customers at the Heart – Old Mutual Wealth

Team – Listening and Responding – Reach Contact Limited


About Douglas Jackson Executive Search and Recruitment Consultants

Douglas Jackson are an Executive Search and Independent Recruitment Consultancy offering professional executive recruitment and managerial appointments on a permanent and fixed term contract basis. We work with customer and experience focussed organisations, who want to develop, or, improve their operation, sales, strategy, service, experience, or success. We recruit for Chief Customer Officer, Director, Head of Department, Manager and skilled strategists for; Customer Service, Customer Experience, Customer Contact, Resource Planning, Operations, Strategy, Insight, Analytics, Sales, Success, CRM, Data, Programmes, Transformation, Continuous Improvement, and Contact Centre. We work in partnership with our customers across the UK and internationally, many of whom are FTSE 100, blue-chip brands but also challenger, fintech and start-up organisations, to design, develop, deliver and manage your Customer strategy. Revolutionise your Recruitment and Retention of New Hires. Douglas Jackson Search takes the guesswork out of your hiring. Sourcing Exceptional Talent….Define your Customer Strategy. Lead your Operations. Design your Customer Experience. Direct your Digital and Customer Contact. Transform your functions. Develop your Customer Insight. Manage your Data/CRM, Deliver your Sales and Customer Success. Differentiate your business and brand.
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