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: http://c-x-a.co.uk/winners-and-finalists/
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
CONGRATULATIONS TO ALL!