Paul AinsworthPaul AinsworthFebruary 23, 2018


One of the most significant events in the UK’s customer service calendar has taken place in London, with winners and runners-up celebrating success at the 2018 UK Complaint Handling Awards.

Hosted by Awards International at London’s Park Plaza Riverbank, the event, which returned to the capital for its second year, saw some of the best-known brands in Britain compete in over 20 categories relating to complaint handling, including Contact Centre, Delivery & Logistics, and Complaint Team of the Year.

Over 350 attendees descended on the venue, where teams presented before expert panels featuring almost 60 judges who work at the very heart of customer service culture for firms including Capita, RBS, and Barclay’s, to name but a few.

Following the morning’s presentations – many of which were open for other competitors and visitors to view – the judges consulted before scoring and deciding the Silver and Gold winners in each category, along with the day’s Overall Winner.

The victors were announced during a gala luncheon, with cheers and tears of joy on the menu for winners as months – and in some cases years – of detailed customer service strategy planning paid off with peer recognition.

Among the big winners of the day was the Virgin Money reps, who took home an amazing five awards, including Overall Best Team, and financial services firm NewDay, which was named Overall Winner after wowing judges in the Managing Your People category.

Speaking after the presentations, judge Mandy Holford, who is Director of Customer Services at Echo-U, said:

“The standard of entries was incredibly high, and the feedback I have received from fellow judges is the same – they were impressed across the board at what was presented today. Well done to all who entered, and special congratulations to the deserving winners.”

Awards International CEO Neil Skehel said afterwards:

“What a day it has been for the winners, and indeed all of the finalists at this, the second-ever UK Customer Experience Awards. We have been privileged to be among the cream of the UK customer service talent today, and the judges were absolutely blown away by the high standard of the presentations.

I would like to thank all of the judges and finalists who attended – and with it being a daytime event it was great to see so many representatives of the companies able to attend and share in the success. I would also like to offer a huge thanks to our awards partners Resolver, iCasework, Henley Business School, Customer Experience Magazine, and Barnardo’s for helping make this landmark event among the most important in the UK’s business calendar.”


Paul AinsworthPaul AinsworthFebruary 20, 2018


The UK Customer Experience Awards has a new Chairman at the helm of the event for 2018: international CX expert Ian Golding.

The non-executive editor at CXM will aim to ensure the awards event, which is now open for entries, has a clearly articulated role in promoting CX best practise both in the UK and further afield.

Hosted by Awards International, the event will return to London’s Wembley Stadium on October 11, and will see finalists compete across a wide range of categories, including Best Financial Services, and Best Customer Experience Training. For a full list of categories, click here.

Ian leads the highly successful Customer Experience Masterclasses, and has judged at previous UK CX Awards. Speaking of his new role as Chairman, Ian said:

“Since I first entered the awards with my team in 2010, the annual celebration of achievement in the field of Customer Experience has become a firm fixture in my calendar. During the seven years I have been involved to date, the value I have got from participating as a finalist, winner, and judge is genuinely immeasurable.

The opportunity to stand shoulder-to-shoulder with peers from all industries; companies of all shapes and sizes; professionals from all over the UK; passionate people who believe in the same things as me; has played a part in developing my love for the profession that Customer Experience has become.

The awards are now one of the biggest gathering of CX case studies anywhere in the world, making them an unmissable opportunity to further develop knowledge, desire, and inspiration. The fact that many of the finalists presentation are ‘open’ – meaning anyone attending the awards can sit in and listen to them – means that attendees will be able to develop their CX specialism. Being asked to chair the awards is one of the most significant honours of my career to date – I eagerly look forward to welcoming all the finalists and judges to what promises to be the most spectacular awards ceremony ever.”

Paul AinsworthPaul AinsworthFebruary 7, 2018


Online complaint tool Resolver has become a partner of the 2018 UK Complaint Handling Awards, which takes place later this month.

The daytime event, hosted by Awards International, is being held in London’s Park Plaza Riverbank hotel on Thursday February 22, and will see finalists from across the UK compete in 19 categories.

This year, the categories include Best Contact Centre, Most Improved Complaint Handling, and Best Banking & Investment. From these winners, an Overall Winner will be selected by the judges.

Finalists presenting at the event include household name brands keen to earn recognition for their efforts in the ever-more competitive field of complaint handling. These include Virgin Money, Thomas Cook, EE, Thames Water, Co-Op, and many more.

Presentations from the finalists will be judged via a robust and transparent process, with valuable feedback provided afterwards.

The judging panel features a host of industry experts, including Lauren Hutchinson, Director of Lemon Tree Business Consulting; David Lewis, Head of Customer Relations at Barclays; and Tracey Roberts, Business Development Director at Capita.

Joining Customer Experience Magazine in partnering the awards is Resolver, which since its conception in 2014 has grown to become the premier online complaint portal in the UK, offering a seamless complaints journey for over a million consumers, dealing with everything from flight delays to issues over private parking tickets.

Speaking about the exciting new partnership, Resolver CEO and Founder James Walker said:

“In the future, successful firms will be defined by how well they treat their customers. Increasingly, businesses across the spectrum are realising the importance of listening to what the people who use their services are saying and learning and evolving in response.
That’s why I’m thrilled to be working in partnership with Awards International to recognise these awesome businesses that are getting in right. And I’m looking forward to celebrating the winners of the future.”

Awards International CEO Neil Skehel said:

“We are delighted to welcome Resolver on board as our partner for the 2018 UK Complaint Handling Awards. As any one of the million-plus consumers who used Resolver to successfully lodge a complaint – either directly to a firm or through an ombudsman – will tell you, their service makes the entire process as quick as possible.
No longer are people being put off complaining because of a long, laborious process. Thanks to Resolver, the consumer is more powerful than they have ever been before, and the onus is now on businesses to prove they are able to handle complaints more effectively than ever before. These awards will celebrate those who are doing just that, and I would like to congratulate all those who have reached the finals.”

Paul AinsworthPaul AinsworthFebruary 6, 2018


Worldwide digital marketing agency ThinkEngine has been announced as official partners of the 2018 UK Digital Experience Awards.

ThinkEngine has offices in London and Dubai, and helps clients grow their digital marketing through services such as digital strategy, social media, pay-per-click, SEO, and email.

They join fellow partners Barnardo’s, Cranfield School of Management, and Customer Experience Magazine for the awards.

Hosted by Awards International, the event take place on July 12 in London at the Hilton Hotel, Wembley, and will see entrants compete across 23 categories, which include Leisure & Tourism, Fintech, and Best use of AR or VR.

Presentations will take place in the morning, with the winners revealed in a gala luncheon. From the winners of the 23 categories, an Overall Winner will be chosen and awarded for their unique commitment to Digital Experience.

The awards celebrate and recognise the best Customer Experience through digital means in the UK, and each entrant will present their case to a panel of expert judges. This year the judging panel includes Gordon Rimmer, Head of Solutions Marketing at Connect Managed Services; Abhishek Verma, Senior Digital Director at Infosys Ltd; and Paul Blunden, Founder and CEO of Usability 24/7.

In the coming weeks and months, many more judges will be revealed, who will scrutinise each entry before agreeing the winner of each category.

Speaking of their involvement with the awards, ThinkEngine Founder and Managing Director Ben Michaelis (pictured), said:

“We are delighted that Awards International have become one of our Global Partners. The UK Digital Experience Awards showcase innovation and excellence that businesses and organisations show to their customers and users.
The audience synergy between the UK Digital Experience Awards and ThinkEngine are very similar, and we see this as a long-term strategic partnership to benefit both brands. We are extremely excited to start working alongside the Awards International team. The UKDXAs are highly respected and entrants show a fierce level of competitiveness in their presentations, and we are looking forward to seeing the talent on display.”


Welcoming the new partners on board, CEO of Awards International, Neil Skehel, said:

“ThinkEngine are experts in the field of Digital Marketing, and it is fantastic to have them with us as partners to help make the 2018 UK Digital Experience Awards the biggest and best to date.”

For more information on entering the awards, click here.

Kate BirtlesKate BirtlesFebruary 1, 2018


I am not usually one for looking back and reflecting, as there is too much to be had from life, with plenty on my horizon.

However, having recently studied for – and passed – my CCXP exam, I have paused to think about how I got here. The mix of individuals attending the CX Masterclass made me realise that our profession attracts so many different people from so many backgrounds and career choices.

I am now Director of CX for a certification body, but this was not my original career plan and my journey here has not been a traditional one.

To start with, I didn’t go to university – I went to a performing arts school and trained as a dancer. The main thing I learned, and still carry with me to this day from working in theatre, is that hard work and positivity is the key to success. Life as a dancer is hard graft and at times very harsh from an emotional perspective, even though I did have a ball.

Since leaving the professional theatre world I have worked in customer service with many different focuses, including retail, financial, projects, and customer contact. I have been very privileged in my career to have worked with some amazing people who truly believed in me and what I could achieve.

My business career started in credit management, where I quickly understood the importance of building relationships both inside and outside the organisation; my success in the role was dependent on good customer understanding.

Every role I have ever had – from operational leadership to project management – has always been about people.

I only had the realisation about two years ago that what I have been interested in and dipping my toe into was so much more than just customer service and developing people; my thirst for knowledge and prolific reading led me to research Customer Experience.

The proposition of sitting an exam in CX was rather daunting as my work up until I attended the training course was from my gut and what I felt was the right thing to do, rather than from a structured ‘profession’ approach.

However, the first training course with Ian Golding sparked so many ideas – ones which I had previously only tinkered at the edges of. It put everything into place for me.

There are clearly areas where I am stronger than others, and the help, guidance, and extra resources provided by Ian during that first session gave me the confidence to continue my learning.

I chose to take the exam after the CX Masterclass. The exam itself was far longer and more challenging than I had imagined. However, now I have the qualification I am so excited to be entering 2018 with access to a wealth of knowledge and support through the CCXP which will help me to deliver my customers a much more consistent and improved experience.

Paul AinsworthPaul AinsworthJanuary 29, 2018


The World Employee Experience Institute (WEEI) has announced an exciting new relationship with Awards International Ltd to become official partners for the 2018 Employee Experience Awards.

The pioneering organisation, which is led by one of the world’s leading employee engagement influencers, Ben Whitter, has revealed the new relationship ahead of this year’s gala awards event, which takes place on May 17 at London’s Park Plaza Riverbank.

WEEI’s influence helps propel the awards to the forefront of the UK’s employee experience movement, which is developing alongside customer experience as a key priority for businesses and organisations across the world.

The Institute is at the forefront of a global movement to redefine the position of employees within their places of work, with a purpose to “support, guide and develop professionals and organisations to deliver human-centred, authentic and compelling experiences, which elevate business results”.

At the forefront of this vision is WEEI Founder and CEO Ben Whitter (pictured above), who last year was officially named as a top HR influencer. Known in the industry as ‘Mr Employee Experience’, he is currently leading an international mission to revamp the relationship businesses have with their staff by heading the Employee Experience World Tour.

Through this he has established employee experience conferences in Europe, Australia, the Middle East, and Asia, and his expertise and that of the Institute will bring the UK Employee Experience Awards to a new position of influence when judging UK firms that have developed end expanded experiences within their organisations for their staff.

Speaking of the new relationship, Ben Whitter said:

“This is an exciting, broad, and meaningful partnership, which brings together two of the pioneers within the employee experience movement worldwide. Together, we have an opportunity to further develop, support, and celebrate the very best employee experiences; experiences that underpin and deliver sustainable, highly engaged, and profitable organisations.
This is, most certainly, the era of employee experience. We look forward to working with Neil Skehel and the team to advance our shared purpose in the UK and beyond.”

Welcoming the Institute on board for this year’s awards, Neil Skehel, the CEO of Awards International said:

“This is a truly significant stage in the history of our awards and will see an organisation that has changed the meaning of what employee experience is join with our event to the benefit of both entrants and judges. The work the WEEI does in terms of redefining the nature of employment cannot be understated, and we are honored to have the skills and insight of Ben and his colleagues with us on the journey to promote and celebrate the best of employee experience in the UK.”

Paul AinsworthPaul AinsworthJanuary 23, 2018


The firm behind the Customer Experience Awards, Awards International, has joined forces with online complaints platform Resolver  to announce an exciting new partnership which aims to promote effective complaint handling in the UK.

Awards International also host the upcoming UK Complaint Handling Awards, which take place on February 22 with live finalists presentations in the morning, followed by a gala lunch and award ceremony in the afternoon.

Resolver, meanwhile, was created to provide a highly effective free tool that enables consumers to raise and resolve issues. With a goal to help make complaining to companies quick and easy, Resolver guides its users throughout the complaints process allowing them to keep track of their complaint and store all relevant information securely in one place.

The new partnership aims to bring more awareness and transparency to complaint handling through the Resolver tool, while working to celebrate high-quality customer service initiatives via the UK Complaint Handling Awards.

Neil Skehel, CEO of Awards International, said:

“We are delighted to join with Resolver as a leading expert in complaint management to promote and reward the many diligent teams of contact centre staff through the upcoming UK Complaint Handling Awards 2018. This partnership will not only give companies the recognition they deserve for managing customer complaints effectively, but enhances the great work Resolver does in providing a straightforward customer service process.”

James Walker, founder of Resolver, added:

“Being part of the UK Complaint Handling Awards with Awards International is totally awesome. When I created Resolver three years ago, I wanted to help businesses be better – not just through answering individual complaints, but by giving them the opportunity to learn from what their customers were saying. 1.5 million cases later, we’re seeing businesses from across the full spectrum of industries making a real commitment to their customers – and being part of the Complaint Handling Awards gives us a fantastic opportunity to recognise and celebrate those who go the extra distance.”

Di MayzeDi MayzeDecember 20, 2017


UK Digital Experience Awards judge Di Mayze offers exclusive insight into entering awards and preparing and delivering the best presentation possible, to help your company get the most out of their experience…

I’m not an awards expert but I’ve been both an entrant (winner and loser), as well as a judge. Having recently judged the 2017 UK Digital Experience Awards, I am keen to share helpful tips to future potential entrants to get the best out of their overall experience.

For some, making presentations before a judging panel can at first appear challenging, but it’s also a fantastic opportunity to confront and analyse what makes your organisation great, and the winner you believe it can be.

Of course, each category can only have one overall winner, and I’ve rounded up some of their habits and strategies, which you can adopt for your next entry – from deciding which awards to enter, to snapping the judges out of their boredom slump.

To enter or not to enter?

The UK alone has more than 3,000 annual business awards. How do you know which ones are worthy of your time and budget?

  • Judge the judges: The calibre of the judging panel is a good indication of the credibility of the awards. There should be a good mix of independent industry experts and business representatives that are not associated with the sponsors.
  • Sponsor legacy: If there’s a pattern of sponsors winning all the awards in previous years, you should question the credibility.
  • Awards legacy: How many years have the awards been around and how much clout do they have in your industry? The UK Digital Experience Awards is only in its second year but, in my opinion, is already among the most well-run and transparent industry awards. I didn’t know any of the other judges in my category; I independently scored the written entries and submitted my scores online.

On judging day, the judges were not allowed to confer and submitted their own scores in a sealed envelope to be counted and collated. Until that envelope was opened, we had no idea who the winner was. No fixing here!

  • What’s the catch?: It’s not uncommon to pay to enter for an award but if you also have to pay for a table at the awards dinner in order to be considered, then take your money elsewhere. Paying for a seat at the awards ceremony should not be a prerequisite for winning.

Writing a winning entry

You only have one chance to impress the judges – don’t waste it. Here’s how you can catch their attention:

  • Plan ahead. In an ideal world, you’d know which awards you want to enter for the year and start the entry process early. You’d appoint a professional awards team who have great ROI stats, beautiful visuals, and have time to write a high-quality entry.
  • Tell a story. A good story is hard to resist. Take the judges on a journey with a beginning, a middle, and an end, complete with twists and turns along the way. Judges will remember that experience when it comes to scoring.
  • Keep it simple. No acronyms, please. Also, if you’re going to mention a platform, be sure to explain what it is and how it works.
  • Be original. Don’t let your entry become a copy-and-paste jobs from the company’s website. Judges don’t want to know what your business does. They want to know what business problem you set out to solve, how you solved it, and what the results were.
  • Include results. If you don’t show results, it’s not likely that you’ll win. The judges are not there to nick your ideas and steal your customers, so share your success. If you can’t, include a reference from a happy client to add credibility to your entry.

Making it through to the next round

You’ve been invited to do a presentation – now what?

  • Prepare. It’s amazing how much you can fit into a 15-minute presentation when you prepare for it. One recent team had four speakers and two videos and it didn’t feel rushed at all. Rehearse your presentation and stick to your time allocation – running over is not a good sign because you leave little time for the judges to prepare for the next presentation, and to score yours.
  • Be low maintenance. Set up quickly – you can’t afford to waste time fiddling with cables and technology. Also, don’t try to make conversation with the judges unless you have loads of time; they have a scoring sheet and “ability to do pleasantries” probably isn’t on there.
  • Repeat and augment. Rehash what was in your written entry to help judges recall your firm. Then, make it interesting with dynamic content. One of the best teams that I judged used virtual reality headsets to bring their content to life.
  • Include your team. If there’s one thing worse than a badly-written entry, it’s watching a CEO take charge of the presentation while the rest of the team stand around like spare parts. Not cool. Everyone who was involved in the project should have a role in the presentation.
  • Give a nod to your client. This is for agencies. Remember that these results are as much about your client as they are about you.

Winning an award for work well done should be an exciting and proud moment for your team – finally, someone other than your mum has recognised your hard work! Yes, you have to be in it to win it, but being shortlisted requires a lot more thought and effort than just entering and hoping for the best.

Mark JonesMark JonesDecember 15, 2017


Mark Jones is the CEO and Founder of Giant iTab, and has been on the judging panel of the UK Digital Experience Awards for the last four years.

In this role, he has seen some of the most progressive innovations in the industry, and in an exclusive article for CXM he offers insight into what he thinks makes a great Digital Experience…


In my opinion innovation in Digital Experience industries should be seamless – almost unnoticeable until further reflection is called for.

Outside of the world of Customer Experience, think of recent innovations that have morphed effortlessly into our lifestyle. The majority have done so by combining things we already know, with something else we know: wheels on suitcases, music search and playback added to phones…these are easily adoptable because they are intuitive.

Innovation within the experience industry is much the same. As a business owner whose products straddle the worlds of ‘digital’ and ‘experience’, I’ve seen experience creators use digital to augment the experience, or virtually transfer them out of it.

I’ve seen innovation get in the way of experience, as much as enhance it. The ones that work, like with all innovations, work because they are almost unnoticeable.

In my mind, the word intuitive cannot be underused. I see customers as people that are entering our worlds or our businesses without pre-training or preparation; if this is the case, we need to be empathetic and make this experience easy first and enlightening second.

To do this takes intuitive behaviours, from being presented in the right language, to having a degree of familiarity to it. What we ask them to do should be easy to pick up and use; if it doesn’t it’s a barrier, not an experience.

Intuitive digital technology is not easy to create, believe me, I know! It’s the classic iceberg analogy: the 90 percent under the surface creates the 10 percent that the customer actually engages with.

But the 90 percent is incredibly complex. It takes time, effort, thought, expertise, and investment. In my mind, the entries that combine these skills to create something ‘remarkably simple’ are those that gravitate toward awards glory.

Creating simplicity is a real skill, especially in the world of tech. All too often we get carried away with the coding, the building, the skill we employ to make the thing we make do what it is supposed to do.

We get so caught up in our own ‘genius’ that we lose track of the customer; our product becomes more about ‘us’ than ‘them’.

At this point it may be great tech, but it’s not great Customer Experience technology.

On a recent BBC programme on Britain’s best inventions, there were the classic examples: mobile phones, world-wide web, and the like.

But there were also some surprising ones, such as concrete, and the chosen ‘winner’, antibiotics. For me, these are the innovations that deserve recognition; they have been completely original, yet so easily infiltrated into our society that we barely notice them at all.

Yet, the science, innovation, complexity, and work that it takes in creating these two seismic inventions is almost baffling.

The same is true of the very best Digital Experience innovation. Myself and my group of fellow judges have, over many years, garnered enough knowledge to understand just how much work ‘simplicity’ takes. We see the lovely chassis on top, but understand there is complexity under the hood.

Every year we are seeing stronger and stronger entries in the UK Digital Experience Awards and across the board the technology and digital know-how is unparalleled.

But it is the simple solutions that are the most noticeable, and the ones that get myself and the other judges animated.

If Customer Experience is anything, it’s an empathetic process and these are the businesses and individuals who, no matter how smart they are, always remember to put the customer at the heart of the experience.


Peter MillerPeter MillerDecember 14, 2017


Since privatisation, a few large suppliers have dominated the UK’s energy market. 

Their reliance on legacy systems and traditional Customer Experience methods – gargantuan call centres which pass you around from siloed team to siloed team, complex bureaucracy, and bloated out-of-date technology – left customers feeling exhausted by the prospect of having to get in touch.

TrustPilot ratings bottomed out through a perceived lack of customer care.

Octopus Energy was set up to be different. We’re a digital business that supplies energy – run by a team of e-commerce and Customer Experience specialists who saw what technology could do in other industries, and were convinced those gains could be made in energy.  Perhaps the dominant market players were just too unwieldy or unwilling to evolve.

We started by building our own technology – creating a global-leading billing and CRM platform to totally revolutionise how we could service our customers. This platform gives us three big advantages: we are flexible, meaning we can change almost any aspect of what we do with minimal effort; we can innovate, embedding new features and enhancements quickly; and perhaps most importantly, we are efficient and can pass on those efficiency savings to customers.

Our efficient, tech-led business model allows us to service customers brilliantly, but with a small team. Each energy specialist handles many more customers than the industry standard – with a fast, friendly, and personal service.

They’re measured on customer happiness, not response times or volume, and, critically, are trained to answer all customer queries first time – we don’t pass the customer around to get to the right person.

And if we do get something wrong (we’re not claiming we’re perfect), we get instantaneous feedback; every customer who contacts us is then emailed and asked to vote on how they’re feeling after that contact, giving us a happy, indifferent, or sad face.

All sad faces are fed back into the team for review and action. What’s more, every single customer who signs up with us is given our CEO’s direct email address and encouraged to get in touch. And he replies to every single one.

Call wait times average around 90 seconds. Our emails and social media responses average around four hours. Customer satisfaction, or CHI (Customer Happiness Index), is 85 percent (over the last 11,000 responses). We consistently lead TrustPilot rankings with a score of 9.7, while the Big Six languish between 0.3 (ScottishPower) and 5.0 (British Gas).

All this while saving customers £675,945,127 – over half a billion pounds – against Big Six standard variable tariffs (figure based on usage estimates provided by customers when signing up).

Switching is a breeze with just three steps – our fastest sign-up being a nifty 31 seconds. Customers get monthly meter reading reminders by email, which they can return without logging in. They can even scan and send a reading with their smartphone.

Critically, we’ve made the site and app accessible to everyone, no matter their circumstances. Using Home Office guidance we’ve made our website and app even easier to use for those with visual impairment, dyslexia, or motor difficulties, or for screen reader users and those on the autism spectrum. Customers can also choose white or black email backgrounds to improve readability.

But perhaps our biggest technological achievement is Octopus Tracker – the UK’s first variable tariff to track the wholesale price daily, with a fully transparent breakdown of energy charges (including our margin).

Most variable tariffs are painfully slow to reflect wholesale changes. They also contain a hedging “premium” to insure against rises, and are often overpriced to subsidise customer acquisition on cheaper fixed deals.

Tracker solves these problems by changing daily according to publicly available data – giving customers a verifiably fair, transparent, and truly variable tariff.

Our passion for customers knows no bounds. Over the last year we’ve exposed “tease and squeeze” pricing through our work with the BBC’s Money Box program, consulted with Ofgem to request instantaneous switching, backed the government’s proposals for a relative price cap, and released the UK’s fairest and most transparent energy tariff (Octopus Tracker).

Our CEO and founder has appeared on BBC News, Sky News, Radio 4, Radio 5, Parliament TV, Ofgem events, and our work has appeared in national newspapers such as The Guardian, The Times, The Financial Times, and The Sun.

All of our work improving customers lives is underpinned by our mission to bring greener energy to all. Backed by the UK’s largest investor in solar farms, we’ve contracted seven solar farms and six anaerobic digestion sites to ensure our green tariff customers get 100 percent renewable energy 24-7.

Our sites generate so much renewable energy that last year we supplied non-green customers with over 68.9 percent renewable generation, too (that’s the carbon reduction equivalent of planting 140 trees for every customer).

A great first step towards the UK’s sustainability targets, and our own vision for a low-carbon, customer-centric future for energy in the UK.

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