One of the premier names in British communications, O2 (Telefonica), achieved two huge win at the 2018 UK Customer Experience Awards.

The brand won Gold in the Best Customer Centric Culture – Strategy/Project category, before going on to be named CX Team of the Year – Strategy/Project. The presentations by delegates centred on O2’s ‘Customer Led’ business strategy.

Objectives in the strategy that were successfully met included: reaching a set awareness and understanding level for ‘customer led’ and actioning accordingly; hitting a decrease in customer complaints; and achieving a drop in dissatisfied customers.

Explaining the initiative, a spokesperson said: “It reflects O2’s desire to not just ‘understand’ customers, but to be led by them. The Customer Experience team worked hard to first define and then embed this strategy into the very fabric of O2. Championed by the board, O2 employees used this strategy to overhaul a range of things for customers, from simpler billing support to more flexible tariffs.

“O2 now proudly boasts a market leading level of post pay customer loyalty amongst mobile network operators and dissatisfaction is at a seven year low. Incredible results!”

Meanwhile, in the Best Customer Centric Culture – Strategy/Project category, Business Stream was named Silver winners, while in the CX Team of the Year – Strategy/Project category, JT Group won Bronze.

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