CrossCountry is on the right track to becoming the UK’s premier train operator for customers’ needs, and their recent success at the 2018 UK Customer Experience Awards highlights their inspirational journey.

The intercity and long-distance operators dispatched a team of staff to present at Wembley Arena, where not only did they earn two Gold category awards, their Head of Customer Relations, Emma Donnelly, was named CX Professional Woman of the Year.

CrossCountry’s focus in presenting was on the firm’s Customer Relations Transformation Project, which has delivered a broad range of innovative developments that have transformed its complaint handling function, including manpower management systems, a multi-skilled workforce, the integration of systems and processes, and the enhancement of communications channels.

“In this way, the team have delivered significant developments to the Customer Experience, including an 86 percent reduction in average response times for complaints and a 97 percent reduction in average response times for delay claims,” Emma explained.

Under Emma’s leadership, the project’s success was enough for judges to agree CrossCountry deserved Gold in both the Best Contact Centre Small – Project and Best Transport & Logistics categories.

Meanwhile, NHS Property Services was named Silver winner in the Best Contact Centre Small – Project category, with Webhelp UK taking Bronze. From the other Best Transport & Logistics finalists, Maru/edr in partnership with Yodel won the Silver title.



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