EE is one of the biggest names in UK communications, and is now one of the premier names in British Customer Experience, with the brand winning no less than four titles at the 2018 UK Customer Experience Awards.
A team of the company’s representatives secured two Gold wins and two Silver successes at the Wembley Stadium event, following presentations to judges that included outlining how EE went from having the industry’s most Ofcom complaints in 2015, to one of the fewest this year.
This radical transformation is down to a complete overhaul of Customer Experience, with a huge emphasis on making interactions with customers “personal”. Initiatives included the onshoring of all EE contact centres so that 100 percent of calls are answered in the UK and Ireland, and the implementation of new technologies such as Remote Support (‘FaceTime for TechSupport’).
An EE spokesperson explained: “Our goal is to deliver truly personal interactions to our customers, and ultimately become