Archives

United Utilities: The Pro-Active Approach to Customer Satisfaction

Uniting complaints teams from across their various departments has led to huge improvements for United Utilities, whose achievement has been celebrated at the 2018 UK Complaint Handling Awards. The UK’s largest listed water company, United Utilities was unhappy with how complaints...

CrossCountry: Making a Rail Difference for Passengers

Identifying problems with customer complaints and allowing improved communication through digital means such as a mobile app has led to major success for train firm CrossCountry at the 2018 UK Complaint Handling Awards. The company, which operates the UK’s longest direct...

CX Strategies for a Digital-First World

In recent years, there’s been a significant shift in the software industry – applications moving from on-premise deployments to be managed and hosted in the cloud. The implications of this move have caused significant reverberations in the way software organisations operate,...

H2-WOW: Water Result for Severn Trent

A project by Midlands utility firm Severn Trent Water to reduce complaints has caused a big splash at the 2018 UK Complaint Handling Awards. The company told judges at the recent event in London about their Customer Journey Improvement initiative, which...

Giffgaff/Firstsource: Gamechangers in Complaint Handling

An overhaul of how complaints are dealt with has earned mobile provider Giffgaff a UK Complaint Handling Award along with the firm’s outsourced contact centre provider Firstsource. The companies were finalists in the Best Personal Entertainment & Telecoms category, where they...

Thomas Cook: Complaint Handling now ‘Embedded in DNA’ of Firm

Thomas Cook are used to taking customers on journeys to holiday destinations across the globe, so when the firm embarked on a “transformation journey to deliver a Centre of Excellence for complaint handling”, they knew exactly how to go about...

HSBC: Turning a ‘Terrible’ Mortgage System into an Award-Winning Customer Journey

HSBC is one of the most reliable names in UK banking, and with two new UK Complaint Handling Awards in their trophy cabinet, the high street fixture is on its way to a very successful 2018. The bank won Gold in...

Journey Mapping: The Route to Succesful Commerce

Generic marketing campaigns and the traditional ways of targeting consumers in a catch-all manner are no longer relevant. Personalisation is now driving marketing and advertising strategies. The new 790-square-metre screen (bigger than a full-sized tennis court) being installed at Piccadilly...

Co-Op’s Contact Centre Success Earns Further Awards

It’s been another great start to the year for one of the stalwarts of British retail, The Co-Op, which won two titles at the 2018 UK Complaint Handling Awards. Following Co-Op Food winning the Dispute Resolution Professional title at the 2017...

Virgin Mega-Score

Virgin Money tell customers they are “building a better kind of bank”, and that claim has been given hefty clout thanks to an amazing day of recognition at the 2018 UK Complaint Handling Awards. The firm won a spectacular five awards...