Winners and Finalists

"I am proud to present the winners of the UK Customer Experience Awards 2018. For the first time, we held the finals during the day and enjoyed a black tie evening event.  Congratulations to all our finalists and winners.

 See you again next year!”

 Neil Skehel, CEO Awards International

 

Hope we see you next year! Register your interest here for CXA 2019

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Sector Specific

Best Business change & transformation - Customer focus GOLD WINNER Solus Accident Repair Centres (Aviva)

Solus are Aviva’s group of repair centres. They do not operate like traditional bodyshops, instead, they’ve undergone customer-centric transformation. Solus are rated #1 by customers, achieved through their innovative approach to operating processes, brand, culture and leadership. Customers are saying: “Great service… again! Carlsberg do not do repairs but if they did they would model it on Solus”, “This is how companies should be run. I wish every company in the UK were run this way!”

SILVER WINNER Involvement Packaging

BRONZE WINNER AkzoNobel

FINALISTS AkzoNobel Intuit QuickBooks (UK) Involvement Packaging Ltd Lowell Solus Accident Repair Centres (Aviva) TTEC Barclays Business Stream in partnership with Capgemini
Transforming the customer experience GOLD WINNER Paymentsense

Fuelled by strong financial growth and positive customer feedback, Paymentsense has invested heavily in embedding customer experience within the company culture over the last 18 months. As a result, our customer strategy has evolved into a multidimensional model that accurately takes account of customer needs, company strategy and customer lifetime value (LTV). This has underpinned the Paymentsense growth strategy and delivered the following financial performance over the past 12 months: - Revenue grew 18% to £73m - Net profit grew 11% to £17m - Customer growth of 19% to 69,000

SILVER WINNER SearchFlow

BRONZE WINNER Firstsource in Partnership with Lloyds Banking Group

FINALISTS Affinity Water Firstsource in partnership with Lloyds Banking Group Certsure Paymentsense SearchFlow The Insurance Emporium Vodafone UK
Best Contact centre large GOLD WINNER EE

We’ve successfully onshored all EE contact centres, so 100% of calls are now answered in the UK and Ireland. And for our Welsh-speaking customers, we can also offer the option to speak with a Welsh language agent. To build on this personal offering, we’ve also changed the culture of our contact centres. For example, we’re launching new augmented reality (AR) tools, EE Remote Support and Virtual Support, so agents can provide tailored remote customer support.

SILVER WINNER Webhelp UK

BRONZE WINNER Barclays Global Service Centre

FINALISTS Addison Lee 60K Barclays Global Service Centre EE Webhelp UK Emovis Operation Leeds Ltd
Best Contact centre small - Customer Satisfaction GOLD WINNER SearchFlow

Annually, SearchFlow runs over one million conveyancing searches for 2,500+ clients. As a result of technology & people process improvements, led by a new customer experience manager, email queries are responded to on average within 90 minutes; over 50% faster than the same period last year. 98% of calls are answered within 8 seconds; SearchFlow consistently meets a minimum 3-hour SLA with real-time SLA updates now visible to the team. In the last quarter, no SLAs were exceeded.

SILVER WINNER XLN Business Services

BRONZE WINNER Bristan Group

FINALISTS Birchwood Price Tools Bristan Group Ella's Kitchen Intuit QuickBooks (UK) SearchFlow Scottish Widows Ltd XLN Business Services
Best Contact centre small - Project GOLD WINNER Cross Country Trains

CrossCountry’s Customer Relations Transformation Project has delivered a broad range of innovative developments that have transformed its complaint handling function, including manpower management systems, a multi-skilled workforce, the integration of systems and processes and the enhancement of communications channels. In this way, the team have delivered significant developments to the customer experience, including an 86% reduction in average response times for complaints and a 97% reduction in average response times for delay claims.

SILVER WINNER NHS Property Services

BRONZE WINNER Webhelp UK

FINALISTS Cross Country PiggyBank Fresenius Kabi Ltd & Calea UK Ltd NHS Property Services Scottish Widows Ltd Webhelp UK
Best Customer centric culture - Customer Focus GOLD WINNER BT Enterprise, Customer Service in partnership with Bluesky Performance Improvement

BT Enterprise looked to transform Customer experience and drive value through their service teams. Great Conversations, a leader-led climate and culture transformation programme was developed for their service centres with support from Blue Sky. Medallia and Accenture then provided the Customer feedback and Insight solution to bring the training to life and support the embedding.

SILVER WINNER Lloyds Banking Group

BRONZE WINNER Fresenius Kabi Ltd & Calea UK Ltd

FINALISTS BT Enterprise, Customer Service in partnership with Bluesky Performance Improvement eve Sleep PLC Fresenius Kabi Ltd & Calea UK Ltd Homes in Sedgemoor Intuit QuickBooks (UK) Jewellery Quarter Bullion Lloyds Banking Group
Best Customer centric culture - Customer Satisfaction GOLD WINNER SolarPlants

SILVER WINNER The Holly Private Hospital

BRONZE WINNER Littlefish (UK) Ltd

Finalists The Holly Private Hospital Littlefish (UK) Ltd QEII Centre Solar Plants Tata Communications 60K Addison Lee
Best Customer centric culture - Strategy/Project GOLD WINNER 02 (Telefonica)

Against a backdrop of economic uncertainty and increasing competition, O2 stands laser-focused on one thing: the customer. O2 is committed to ensuring a significant proportion of the UK population has an exceptional customer experience. Rising to the occasion, O2’s launched and embedded a revolutionary “Customer Led” business strategy. The result: O2 has maintained its market leading position for post pay customer loyalty amongst mobile network operators. An achievement to be proud of.

SILVER WINNER Business Stream

BRONZE WINNER BT Corporate

Finalists British Gypsum BT Corporate Code Students OTD Ltd Scottish Widows Ltd O2 (Telefonica) YorkTest Laboratories Business Stream
Best customer experience training - Programme/Project GOLD WINNER Edam Group Ltd

SILVER WINNER RBS

BRONZE WINNER Vodafone UK

Finalists Accelerator Solutions in partnership with The Gym Group Brand Biology Saint Gobain Construction Product EDAM Group Limited Teleperformance in partnership with Barclaycard Performance In People RBS Vodafone UK
Best customer experience training - Transformation for success GOLD WINNER BT Enterprise, Customer Service in partnership with Bluesky Performance Improvement

BT Enterprise looked to transform Customer experience and drive value through their service teams. Great Conversations, a leader-led climate and culture transformation programme was developed for their service centres with support from Blue Sky. Medallia and Accenture then provided the Customer feedback and Insight solution to bring the training to life and support the embedding.

SILVER WINNER Capital One

BRONZE WINNER Homes in Sedgemoor

Finalists Black Horse BT Enterprise, Customer Service in partnership with Bluesky Performance Improvement Capital One Homes in Sedgemoor HSBC UK JT Group Scottish Widows Ltd
Best Customers at the heart of everything - Best programme GOLD WINNER Aspen Healthcare ltd

Avoidable errors in healthcare cause more deaths than breast cancer...and AIDS...and road traffic accidents... added together! STEP-up-to-Safety is a innovativeand highly impactful five stage organisational patient safety and culture change programme. STEP-Up aims to help every member of our staff - clinical and non-clinical) understand their role in patient safety and has helped us embed a patient safety culture throughout all Aspen’s hospitals and clinics, significantly improving our patient safety.

SILVER WINNER Vodafone UK

BRONZE WINNER Zen Internet

Finalists Aspen Healthcare Limited Big Yellow Self Storage in partnership with InMoment Intuit QuickBooks (UK) SAGE SOFTWARE TTEC Vodafone UK Zen Internet
Best Customers at the heart of everything - Customer Satisfaction GOLD WINNER XLN Business Services

SILVER WINNER Clothes2Order

BRONZE WINNER Beagle Street

Finalists Beagle Street Clothes2Order DST Octopus Energy OneSource Virtual XLN Business Services Addison Lee eve Sleep PLC
Best Customers at the heart of everything - Project / Solution GOLD WINNER Skipton Building Society

In 2017 Skipton Building Society launched Skipton Link, a safe and secure video appointment service that enables customers to interact with colleagues at a time and location convenient to them, including from the comfort of their own homes. What sets Skipton apart is being able to offer savings, mortgages and investment advice with a document sharing capability direct from the customers home to any of our branches or head office with a first class service

SILVER WINNER Fresenius Kabi ltd and Calea UK ltd

BRONZE WINNER Close Brothers Retail Finance

Finalists 60K Close Brother Retail Finance Consumer Intelligence in partnership with Go Compare Fresenius Kabi Ltd & Calea UK Ltd Teleperformance in partnership with Barclays Corporate Skipton Building Society Something Big Ltd.
Best Customers at the heart of everything - Strategy GOLD WINNER Value Retail plc

With “Experience Is Everything” as one of the 5 Guiding Principles, the Guest Experience Team at Bicester Village embarked on reviewing all the key Guest Touchpoints in order to identify key drivers of Guest Satisfaction while also identifying opportunities to provide innovative solutions not just to make the journey seamless, but also to provide genuine surprise & delight moments. This has resulted in the Bicester Village proudly demonstrating it is the World’s Best Shopping Destination.

SILVER WINNER Ella's Kitchen

BRONZE WINNER Code Students

Finalists Code Students Daisy SMB Ella's Kitchen Emovis Operation Leeds Ltd Loco2 Utility Warehouse Value Retail plc
Best Customers at the heart of everything - Transformation for success GOLD WINNER Homes in Sedgemoor

Homes in Sedgemoor really are all about the people- our customers, our colleagues and our partners. We are all one team focused on delivering incredible services and achieving the best possible outcomes. For customers to love an organisation, the colleagues that work there must also love it; engaged, motivated individuals deliver better services. Homes in Sedgemoor have focused on culture in order to deliver that something special for our customers: an outstanding customer experience!

SILVER WINNER Involvement Packaging Ltd

BRONZE WINNER Paymentsense

Finalists Barclays Homes in Sedgemoor Involvement Packaging Ltd Lowell Paymentsense Scottish Widows Ltd Solus Accident Repair Centres (Aviva)
Best Employee engagement - Programme or Transformation GOLD WINNER Firstsource

What started life, two years ago, as a programme to reduce attrition in Firstsource’s UK contact centres has fast become the outsourcer’s most impressive employee engagement initiative. Focusing heavily on L&D – with projects including the delivery of bespoke e-learning content, huge improvements to Firstsource’s already ground-breaking university degree programme, and a brand-new mental health ‘toolkit’ – the outsourcer is now enjoying record employee engagement, at 92.13%. NPS for its biggest customer has meantime increased by nearly two-thirds.

SILVER WINNER CPM International with Airbnb

BRONZE WINNER Royal Automobile Club

Finalists CPM International with Airbnb Emovis Operation Leeds Ltd ENGIE UK Shared Service Centre Firstsource Royal Automobile Club Capital One Barclays
Best Employee engagement - The Voice of Employees GOLD WINNER Bristan Group

Bristan Group firmly believe that its success lies in its people. The business aims to be the ‘friendly experts’ which its installer, merchant, retailer and consumer customers can turn to for advice and support. By engaging employees through multiple strategies, the Group’s growth and development is driven by its highly motivated staff. This has been recognised by multiple accolades, including repeated placement in The Sunday Times 100 Best Companies to Work For.

SILVER WINNER EE

BRONZE WINNER BT Enterprise, Customer Service in partnership with Bluesky Performance Improvement

Finalists Bristan Group BT Enterprise, Customer Service in partnership with Bluesky Performance Improvement EE Revolution Bars in partnership with InMoment Mears Group TTEC
Best Engaging the customer online GOLD WINNER Rated People in Partnership with Perkbox

Improving the customer experience with a spectrum of simplification and digital initiatives enabling more time to spend with our customers.

SILVER WINNER Refinitiv (former Thomson Reuters) in partnership with Clarasys

BRONZE WINNER Affinity Water

Finalists Affinity Water Code Students Anglian Water Services EE FoundIt! in partnership with Ironmongery Direct Intuit QuickBooks (UK) Rated People in partnership with Perkbox Lloyds Banking Group Refinitiv (former Thomson Reuters) in partnership with Clarasys
Best financial services - banking & investment GOLD WINNER Skipton Building Society

In June 2017, we launched the UKs first Cash LISA and have been able to help over 100,000 customers (aged 18 to 39) with the aim of saving a deposit towards achieving their dreams of buying their first home. The product offers a 25% bonus enabling each customer to gain up to £32,000 tax free over the products’ lifetime. To date, we are proud to remain the UKs only Cash LISA provider.

SILVER WINNER Trussle

BRONZE WINNER HSBC UK

Finalists Divido Financial Services Ltd Jewellery Quarter Bullion Trussle HSBC UK Skipton Building Society
Best financial services - Insurance GOLD WINNER Vitality Health

Our recent partnership with Apple Watch has strengthened our unique approach to making our members healthier and happier. By engaging with our partners, members are committing to making healthier choices and the healthier they get, the more affordable this technology becomes.

Finalists Shepherds Friendly Society VitalityHealth
Best Health & wellbeing GOLD WINNER Aspen Healthcare ltd

Avoidable errors in healthcare cause more deaths than breast cancer...and AIDS...and road traffic accidents... added together! STEP-up-to-Safety is a innovativeand highly impactful five stage organisational patient safety and culture change programme.STEP-Up aims to help every member of our staff - clinical and non-clinical) understand their role in patient safety and has helped us embed a patient safety culture throughout all Aspen’s hospitals and clinics, significantly improving our patient safety.

Finalists Aspen Healthcare Limited VitalityHealth YorkTest Laboratories
Best International business GOLD WINNER Refinitiv (former Thomson Reuters) in partnership with Clarasys

My Account is a single online authentication space which consolidates 67 portals into one. Providing our c.1 million global users with a transformed user experience, it is easy and convenient to use thanks to an intuitive new layout which takes its inspiration from the best B2B and B2C designs on the market, advanced personalisation and improved self-serve and support features.

SILVER WINNER Barclays

Finalists Barclays CPM International (New Tech Division) - Airbnb Refinitiv (former Thomson Reuters) in partnership with Clarasys
Best New improved product or service GOLD WINNER Skipton Building Society

In June 2017, we launched the UKs first Cash LISA and have been able to help over 100,000 customers (aged 18 to 39) with the aim of saving a deposit towards achieving their dreams of buying their first home. The product offers a 25% bonus enabling each customer to gain up to £32,000 tax free over the products’ lifetime. To date, we are proud to remain the UKs only Cash LISA provider.

SILVER WINNER EE

BRONZE WINNER Concentrix

Finalists Barclays Concentrix TTEC Connect Managed Services Local Heroes - a British Gas Innovation (Centrica) Skipton Building Society Emovis Operation Leeds Ltd DST
Best Technology & telecoms GOLD WINNER EE

Following a series of customer interviews and research on how EE customers use mobile data, we validated a customer need to share data allowance with others. In November 2017, we launched Data Gifting, a My EE self-service proposition, allowing account holders with >1 subscription to move data between them if one is running low or out of data. How? Simply open the My EE app, select who to gift the data from/to, select amount and tap “Gift”.

SILVER WINNER Octopus Energy

BRONZE WINNER Vodafone UK

Finalists EE Firstsource in partnership with NOW TV Octopus Energy Vodafone UK SAGE SOFTWARE
Best Transport & logistics GOLD WINNER Cross Country Trains

CrossCountry’s Customer Relations Transformation Project has delivered a broad range of innovative developments that have transformed its complaint handling function, including manpower management systems, a multi-skilled workforce, the integration of systems and processes and the enhancement of communications channels. In this way, the team have delivered significant developments to the customer experience, including an 86% reduction in average response times for complaints and a 97% reduction in average response times for delay claims.

SILVER WINNER Maru/edr in partnership with Yodel

Finalists Cross Country Teleperformance in partnership with National Rail Enquiries Maru/edr in partnership with Yodel Southeastern Railway
Best Use of insight & feedback - Best Solution or Programme GOLD WINNER BT Consumer

Our innovative solution has enabled both customer service teams and central teams (e.g. product management) to revolutionise how they use customer insight and feedback to deliver improvements to customer experience. The solution is unique as it combines the use of analytics and algorithms to target specific calls and provides full functionality to listen to and assess the call, track coaching actions, and raise business issues to fix. The solution has enabled BT Consumer to significantly improve customer experience and reduce industry complaints to record low levels.

SILVER WINNER FeeFo Holdings Ltd

BRONZE WINNER O2 (Telefonica)

Finalists BGL Group - Insurance Distribution and Outsourcing BT Consumer Code Students FeeFo Holdings Ltd. OTD Ltd O2 (Telefonica) TTEC Vodafone UK
Best Use of insight & feedback - The Voice of the Customer GOLD WINNER Affinity Water

Project Revolution is transforming the customer experience, both internal and external, changing the ways we work, moving from a predominantly paper and telephone based customer experience, to a multi-channel one. Using rich customer contact data to evaluate which customer journeys were driving the most telephone or letter based contact, we created a simple hit list of the journeys we want to target and have already begun to deliver improvements and increased satisfaction.

SILVER WINNER Midcounties Cooperating in partnership with InMoment

BRONZE WINNER BT Enterprise, Customer Service in partnership with Bluesky Performance Improvement

Finalists 1st Central Insurance Management Affinity Water BT Enterprise, Customer Service in partnership with Bluesky Performance Improvement Bupa Global in partnership with Confirmit EDAM Group Limited Midcounties Cooperative in partnership with InMoment Intuit QuickBooks (UK) VitalityHealth
Best Utilities GOLD WINNER Business Stream

Our vision is to provide a market leading customer experience in an increasingly competitive market. Over the past 18 months we have developed a clear Customer First strategy delivering innovative, customer centric solutions to improve the experience we can give to our customers. We've created and launched first in market robotics, our first customer app and digital service capability and developed our operating model to enable our people to take full ownership of our customer experience.

SILVER WINNER XLN Business Services

BRONZE WINNER Solar Plants

Finalists Anglian Water Services Octopus Energy Solar Plants XLN Business Services Utility Warehouse Business Stream

PEOPLE SPECIFIC

CX professional of the year GOLD WINNER AKzoNobel - Alison Lawrie

Ali Lawrie began journey to transform how AkzoNobel Decorative Paints UK operate to truly put the customer at the heart of the business. She developed a clear CX strategy, and built a programme to understand the customer experience delivered, supported by an employee engagement programme and improvement roadmap to improve the CX. This has completely changed the way the business operates and has seen many improvements delivering fantastic results for both the customer and the business.

Finalists AkzoNobel Involvement Packaging Ltd - Stuart Rolfe Scottish Widows Ltd
CX professional woman of the year GOLD WINNER Cross Country Trains - Emma Donnelly

Through the Customer Relations Transformation Project, CrossCountry's Head of Customer Relations, Emma Donnelly, has delivered a broad range of innovative developments that have transformed the complaint handling function, including manpower management systems, integration of systems and processes and enhancement of communications channels. In this way, she has driven significant developments to the customer experience, including an 86% reduction in average response times for complaints and a 97% reduction in average response times for delay claims.

Finalists Cross Country Holiday Extras Lowell
CX team of the year - Customer Centricity GOLD WINNER BT Consumer

The BT Group Planning team was recently formed by bringing together contact planning, delivery and infrastructure, as well as reporting and analysis teams from BT and EE, to create a best of all worlds team with the capability to transform customer experience. Through sharing skills, knowledge, tools and practices the team have collaborated and innovated to deliver a number of projects which have accelerated BT Consumer customer experience strategy improving Net Promoter Score, reducing industry complaints to record low levels and improving operational effectiveness in the process.

SILVER WINNER Value Retail Plc

BRONZE WINNER Close Brothers Retail Finance

Finalists Close Brother Retail Finance Lloyds Banking Group BT Consumer Lloyds Banking Group Addison Lee
CX team of the year - Strategy/Transformation GOLD WINNER O2 Telefonica

Against a backdrop of economic uncertainty and competition, O2 wanted to go further for customers. O2’s Customer Experience team (CX) needed to find out what customers cared about, and overhaul the business to exceed their expectations. The team used ground-breaking insights and collaborated across the company to embed a “Customer Led” strategy. The result: O2 has maintained its market leading position for post pay customer loyalty amongst mobile network operators.

SILVER WINNER BT Corporate

BRONZE WINNER JT Group

Finalists Cross Country JT Group Lowell O2 (Telefonica) BT Corporate Business Stream

OVERALL WINNER



WINNER Aspen Healthcare ltd

Avoidable errors in healthcare cause more deaths than breast cancer...and AIDS...and road traffic accidents... added together! STEP-up-to-Safety is a innovativeand highly impactful five stage organisational patient safety and culture change programme. STEP-Up aims to help every member of our staff - clinical and non-clinical) understand their role in patient safety and has helped us embed a patient safety culture throughout all Aspen’s hospitals and clinics, significantly improving our patient safety.