Finalists Announced

Finalists Announced

Congratulations to one and all!

Below is the list of finalists and categories for the UK Customer Experience Awards 2017.

Ian Golding, Chair of the shortlisting panel said. 

“The number and quality of entries is astonishing.  The diversity of organisations that are represented is at this year’s finals is truly amazing”.

We are looking forward to an amazing finals on September 28th at Wembley Stadium.

With over 200 presentations from 100 organisations, many of which will be open, the atmosphere and opportunities will be astounding.

See you there!

Best financial services – banking and investment

A banking or investment organisation that can best display effective and successful implementation of customer experience strategies for the overall benefit of the organisation and its customers.

  • Firstsource Solutions UK Ltd
  • IQ Option Ltd.
  • Virgin Money plc
  • Zopa Ltd
Best financial services- insurance services

An insurance service organisation that can best demonstrate effective and successful implementation of customer experience strategies for the overall benefit of the organisation and its customers.

  • Direct Line Group
  • Qualtrics in partnership Allianz Global Corporate & Specialty
  • VitalityHealth
Contact centre – large

Any contact centre in excess of 100 employees that are used by companies to manage customer contact through a variety of mediums such as: telephone, e-mail, newsletters, face to face interactions, and increasingly online chat.

  • 60K International Contact centres
  • Barclays Bank PLC
  • BT
  • Express Gifts Ltd. in partnership with ResponseTek Networks Corp.
  • Intelenet Global Services in partnership with Barclays
  • Samsung UK
  • Mindpearl
  • Sky in partnership with Firstsource
  • Talk Talk
Contact centre –small

Any contact centre with less than 100 employees that are used by companies to manage customer contact through a variety of mediums such as: telephone, e-mail, newsletters, face to face interactions, and increasingly online chat.

  • Bristan Group
  • Business Stream in partnership with Cap Gemini
  • ISN Software UK Ltd
  • East Sussex Highways
  • Optivo
  • Power NI
  • Scottish Widows
Hospitality, leisure and travel sponsored by

A business that sits within the hospitality, leisure and travel industry who presents a CX initiative that has implemented value to their customer experience and organisation.



  • Fitness First
  • Mindpearl and Kiwi.com
  • Mitchells and Butlers with Maru/edr
  • ROL Cruise
  • Red Funnel on behalf of Brand Biology
  • London Midland - in partnership with VCCP, Whoosh and icomera
  • Webhelp
International business

Any business trading outside of the UK with a presence in two or more territories. They will have a successful CX strategy that has generated positive results.

  • CPM
  • Fitness First
  • PPL
  • Mindpearl
  • Qualtrics in partnership with Allianz Global Corporate & Speciality
  • Qualtrics in partnership with Belron
Technology and telecoms

Any organisation that has successfully applied technology as part of an overall strategy to improve its customer experience and satisfaction. They will demonstrate how the use of technology has been instrumental in making advances in the fields of customer engagement.

  • Chess Limited
  • Finastra
  • Natterbox Limited
  • Talk Talk
  • XLN
Transport and logistics

An organisation that sits within the transport and logistics sector. They will have a CX strategy that has improved their organisation and customer experience. This will be demonstrated by the presentation of positive results.

  • Bidfood
  • Hiab Limited
  • JustPark
Utilities

A utility organisation who has demonstrated outstanding customer experience. This company will have introduced a CX initiative and from that has gained the best results.

  • Affinity Water
  • Business Stream in partnership with Cap Gemini & Pathfinder
  • CNG Ltd
  • Octopus Energy
  • Scottish Water
  • Spark
  • Webhelp
  • Love Energy Savings
Best customer experience training company

A business that offers customer experience training. They will have implemented a CX strategy and will present the effectiveness of this strategy through positive results.

  • Brand Biology
  • PwC's Academy
Best customer experience training initiative

An organisation who has put a training initiative in place, and are able to demonstrate how implementing the initiative has transformed customer experience.

  • Direct Line Group in partnership with Blue Sky
  • GAME in partnership with Growth Engineering
  • Gamelearn on behalf of Phone House
  • Kaplan International
  • The Guinness Partnership
  • The Mears Group Plc
Business change in partnership with

Delivering great customer experience through change of the organisation. This organisation will understand the needs of their customer and adapt accordingly to deliver successfully.

  • Affinity Water
  • Business Stream in partnership with Cap Gemini
  • Countrywide Conveyancing Services
  • Hiab Limited
  • Mindpearl, MindTribes and Santa Fe Wridgeways
  • PPL
  • Rank Group Plc
  • Scottish Water
Business transformation in partnership with

Delivering great customer experience through transformation of the organisation. This organisation will understand the needs of their customer and adapt accordingly to deliver successfully.

  • Barclaycard
  • Bidfood
  • BT
  • Connect Managed Services with Northumbrian Water Group
  • Clarify Solutions
  • Direct Line Group in partnership with Blue Sky
  • Fitness First
  • PwC’s Academy
  • Lloyds Banking Group
Customers at the heart of everything (employee training and development) sponsored by

This category showcases organisations that through the implementation of employee development and training programs as a part of their CX strategy have been able to put their customers at the heart of everything.

  • 60K International Contact centres
  • Affinity Water
  • Baxi customer Support
  • Edam Group
  • Pension Protection Fund (PPF)
  • Signifo Ltd - trading as webexpenses
  • The Holly Private Hospital
  • The Mears Group Plc
  • XLN
Customers at the heart of everything (financial services) sponsored by

Financial services organisations who have truly created a business culture that puts their customers at the heart of everything they do.

  • Capital One
  • Kingsbridge Contractor Insurance
  • Skipton Building Society
  • VitalityHealth
Customers at the heart of everything (listening to the customer) sponsored by

Achieving considerable and recognisable success by listening to their customers.

  • Barclays
  • Wolseley in partnership with B2B International
  • Business Stream in partnership with Pathfinder
  • Home Energy Scotland in partnership with Energy Saving Trust (EST)
  • Scottish Water
Customers at the heart of everything (use of technology) sponsored by

Through delivering effective technology within their CX programs, these finalists have been able to place their customers at the heart of everything

  • Eviivo
  • Love Energy Savings
  • Qualtrics in partnership with Belron
  • Rank Digital Plc
  • The Share Centre
  • UKCloud
  • Xero UK Limited
  • Rank Group Plc
Customer centric culture (employee driven transformation) sponsored by

Through your use of employee led initiatives, these organisations have been able to change their culture to give the customer what they want, when they want it and driven business performance.

  • Capital One
  • EdPlace
  • Elite Telecom PLC
  • Finastra
  • GAME in partnership with Growth Engineering
  • Power NI
  • PPL
  • Trentbarton
  • Waitrose in partnership with Maru/edr
Customer centric culture (insight and feedback) sponsored by

Organisations who through the use of customer insight and feedback have been able to create a customer centric culture which is delivering improved business results.

  • Business Stream
  • M&C Saatchi PR on behalf of iD Mobile UK
  • MOO
  • Primark
  • Qualtrics in partnership with Allianz Global Corporate & Specialty
  • Scottish Water
  • XLN
Digital CX innovation

Being able to show how they introduced digital innovation and the positive impact this has had on their customer experience and their organisation.

  • BT
  • Business Stream in partnership with Cap Gemini
  • EE in partnership with Metricell
  • Jacada
  • MOO
  • Nomensa on behalf of Virgin Media Business
  • Rank Group Plc
  • London Midland - in partnership with VCCP, Whoosh and icomera
  • Xero UK Limited
Employee engagement (learning, development and engagement)

Through the implementation of inspirational learning and development programs these organisations have delivered highly engaged teams. All of who have gone on to deliver amazing customer experiences.

  • Adept Vehicle Management
  • Brand and deliver Ltd
  • Direct Line Group
  • Intelenet Global Services in partnership with Barclays
  • Molson Coors in partnership with The Global Group
  • My Home Move
  • The Holly Private Hospital
Employee engagement (return on investment)

Employee engagement programs that have resulted in a significant return on investment.

  • Bristan Group
  • Canon in partnership with the SAVO Group
  • Countrywide Conveyancing Services
  • Recruitment Juice in partnership with Growth Engineering
  • Sparks Grove on behalf of Dixons Carphone
  • StaySure
Engaging customers online

Delivery of a great customer experience through online media. They will present strong results on how online media has dynamically improved their customer experience and/or profitability of their organisation.

  • 60K International Contact centres
  • EE in partnership with Metricell
  • Firstsource in partnership with NOW TV
  • FoundIt! on behalf of Amara
Insight & feedback

An organisation that uses customer insight and feedback in an innovative way to gain competitive advantage. They will have a successful strategy that led to the improvement in customer satisfaction and performance.

  • Affinity Water
  • Business Stream
  • Central England Co-operative
  • FeeFo Holdings Ltd
  • Fitness First
  • Kindred Group
  • Swisscom (Switzerland) Ltd
Insight & feedback (financial services)

Financial services organisations, who through the use of insight and feedback have developed game changing CX strategies

  • Barclays
  • Direct Line Group
  • RBS
  • StaySure
New / improved product

Demonstrating the positive impact of the addition of a new product or development of an old can have on your organisations customer experience and profitability.

  • Barclays
  • BT
  • Direct Line Group
  • Lloyds Banking Group
  • Select Property Group
  • XLN
Return on CX

Presentation on how your business developed a structure and mechanism to capture CX data, enabling the analysis and interpretation of results and identifying customer insights and performance trends. 

  • BT
  • Kindred Group
Use of social media sponsored by

Demonstrate how the use of social media strategies has helped develop the experience of customers and/or employees. The implementation of social media must have strong results on how it has contributed to the performance of the organisation.

  • Brand and deliver Ltd
  • Scottish Water
  • YPO
CX professional woman of the year

An individual who has identified and responded to an opportunity that has resulted in significant impact on customer experience and as a result, the organisation.

  • Jaga Heating Products UK
  • Qualtrics in partnership with Global Corporate & Speciality
  • Sixty K (60K)
  • Sparks Grove UK
CX professional of the year

An individual who is personally behind the delivery of an exceptional customer experience. The individual will present their commitment to delivering this outstanding experience through their involvementwithin this initiative. 

  • Countrywide Conveyancing Services
  • Firstsource Solutions UK Ltd
  • Mindpearl
  • Sixty K (60K)
  • Xero UK Limited
CX team of the year (customer engagement)

Through the delivery of world-class customer engagement, the teams in category have delivered an exceptional contribution to their organisations customer experience.

  • Affinity Water
  • MOO
  • Scottish Water
  • Trentbarton
  • XLN
  • 60K International Contact centres
CX team of the year (financial services)

Through the commitment, application, passion and focus these teams have delivered something special within the financial services organisations.

  • Barclays
  • Capital One
  • Scottish Widows
  • The Central Region Team – Skipton Building Society
  • VitalityHealth

Overall winner sponsored by

The highest scoring sector or discipline entry, (when the written and presentation scores are added together), will be declared the overall winner.

If you have any questions about entering the Awards,
please contact our friendly Awards team who will be
delighted to assist you. Please call Fiona Bentley on
020 7193 2009 or email: fiona@awardsinternational.eu

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