Outright winners of the first ever UK Digital Experience Awards were Shop Direct in partnership with Serco, who scooped three trophies including the Best Overall Digital Experience.
This was in addition to winning the Online Retail and Telecoms category and the Best Digital Team and ultimately scooped the top prize for Best Overall Digital Experience.
Shop Direct suggested the partnership’s web chat platform would be a great contender for an award so an entry form was downloaded, and the rest is history.
Diana Robertson, Serco’s Head of External Communications, said it meant a great amount to win the awards and collect them in front of an excited audience.
“It is a great recognition of how our partnership with Shop Direct is setting a new global benchmark for service excellence in digital retailing, but it is also a justly deserved reward for the 27 strong team in Cardiff who have worked so hard over the past 12 months to get to the position where they are now delivering one of the world’s most sophisticated web chat operations.
Tim Sunley, outsources services director at Shop Direct, added: “The most exciting thing about developing new digital services is finding the benefits that you didn’t envisage when you started; for example, we thought that customers would be looking for help primarily around larger purchases or technical items.
“So we were surprised by the level of take-up when we then trialled web chat across our fashion offer. Keeping the customer at the centre of the overall experience will remain at the heart of what we do as we work with Serco to continue to develop our services.”
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