Category: Events

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...

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...

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...

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...

What a Day for NewDay

Financial services specialists NewDay claimed the Overall Winner title at the 2018 UK Complaint Handling Awards thanks to a ground-breaking complaints model that was successfully adopted by staff and led to a whopping 20 percent reduction in handling times. The ‘NewDay...

No Complaints as Major Awards Event Celebrates Cream of UK Customer Service Staff

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,...

Ian Golding Takes on Chairman Role as UK Customer Experience Awards Launch for 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...

I Trained as a Dancer…How did I end up a Qualified CX Professional?

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...