Paul AinsworthPaul AinsworthFebruary 19, 2020
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Global digital solutions provider Civica has been revealed as a Gold sponsor for the upcoming 2020 UK Complaint Handling Awards.

Civica provides a wide range of solutions for the public sector and regulated private sector markets around the world. In the UK and Ireland, the company serves sectors including local and regional government, education, and social housing among others, delivering sustained growth through the development of innovative and cloud-based technology to improve customer outcomes.

Civica joins partners including Worksmart, Resolver, and Huntswood for the UK Complaint Handling Awards, which will take place in London’s park Plaza Hotel on March 5.

The Awards celebrate the very best in customer complaint handling and call centre strategies, and finalists will present in front of an expert panel of judges before the winners of the 15 categories – and the day’s Overall Winner – are announced.

Categories this year include Best Use of Customer Insight & FeedbackMost Improved Complaint Handling, and Complaint Handling Professional of the Year.

Michael Hill is Lead Consultant for Civica Digital, and Chairman of the Awards.

“We’re thrilled to be sponsoring this year’s Awards,” he said.

“It’s an informative and engaging day, and a great opportunity to learn best practice from peers and see first-hand how others are making a difference around complaints management.”

CEO of event hosts Awards International, Neil Skehel, said: “It’s an honour to welcome Civica as a partner for the UK Complaint Handling Awards. Their innovative technology solutions make them a global leader, and their influence will benefit all finalists as they compete for success in London.”

Click here for a full list of 2020 UK Complaint Handling Awards finalists.

 


Paul AinsworthPaul AinsworthFebruary 18, 2020
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Britain’s most employee-centric firms are preparing to present in London this May, following the announcement of finalists for the 2020 UK Employee Experience Awards.

Aspen Healthcare, Sky Betting & Gaming, University of Lincoln, and Harrods are just some of the names that will compete across 15 categories at the finals event, which takes place in London’s Park Plaza Riverbank on May 14.

Categories include Best Company to Work For (both SME and Large), Employee Training and Development,  Health & Wellbeing of its People, and HR Professional of the Year, while all category winners will also compete for the day’s Overall Winner title.

Judges on the day will feature a host of CEOs, Customer Experience Managers/Directors, and HR experts to scrutinise presentations and decide who takes Gold and Silver awards back to their workplace.

The booking deadline for seats at the event is April 24, but a special Early Bird Discount offer is available until March 27.

The event is hosted by Awards International, holders of the Gold Trust Mark for their events, which is granted by the Independent Awards Standards Council.

Awards International CEO Neil Skehel said: “Each year we welcome the organisations most-dedicated to Employee Experience to London, where we learn of the exciting and innovative initiatives that are continuing to change how we work. It’s an honour to host these inspirational firms, and I would like to offer a huge congratulations to all of our shortlisted finalists.”

Click here to see a full list of 2020 finalists for the UK Employee Experience Awards.


Paul AinsworthPaul AinsworthNovember 27, 2019
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The finalists for the 2020 UK Complaint Handling Awards have been revealed, with high street and household names among the brands vying for success at the upcoming gala ceremony.

The fourth year for the awards, the final of which will take place at London’s Park Plaza Hotel on March 5, is set to be the biggest yet, with finalists including The Co-op, Aldi, Npower, Yorkshire Water, Capita, and BT among firms competing across 15 categories.

Well-handled: 2020 will be the fourth year the UK Complaint Handling Awards 

This year, categories include Best Complaint Handling Team of the Year, Most Improved Complaint Handling, and Zero to Hero – Transforming Customer Relations.

The finalist with the highest score from the categories will leave with the highly coveted Overall Winner title.

Click here for a full list of 2020 finalists.

The expert judging panel for 2020 is continuing to take shape, and places are still available to join. Potential judges have until December 24 to take advantage of a special Early Bird discount on the judging package.

The event is hosted by Awards International and supported by partners Worksmart, Resolver, Huntswood, Cranfield School of Management, Professor Malcolm McDonald, and children’s charity Barnardo’s.

Awards International; CEO Neil Skehel said: “2019 saw an incredibly high standard set by UK Complaint Handling Awards finalists, yet we are confident that with the calibre of entries we will see that bar raised further in 2020.

“We cannot wait to hear what innovative complaint handling initiatives will be shown in March, and I would like to congratulate all finalists on making the shortlist, and wish them good luck.”


Paul AinsworthPaul AinsworthNovember 26, 2019
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The winners of the 2019 International Customer Experience Awards have celebrated victory following the gala Final ceremony in Amsterdam.

The second year of the awards event saw contenders from across the globe descend on the Dutch capital, with the Dubai Health Authority being crowned the day’s Overall Winners thanks to their high scoring entry which also landed them Gold in the Best Use of Mobile category.

Meanwhile, UK winners accepting awards at the ceremony, which was hosted by Awards International, included Aspen Healthcare, whose Holly Private Hospital claimed Gold in the Best CX Strategy/Project category, while Aspen also secured the top spot in the Customer-Centric Culture – Transformation category.

World-class: The Aspen Healthcare team collect the trophy for Best CX Strategy/Project

Other British winners included Milton Keynes’ Centre M:K mall, winner of the Customer-Centric Culture category, and swimming lesson specialist Swimtime.

Hailing from further afield, global winners included pan-African great lakes region banking group KCB, which won for Best Digital Strategy, CX Leadership, and CX Team; and Telkom Indonesia, which topped the Customer Experience Team – Transformation / Solution category.

Click here for a full list of winners.

Speaking after the event, CEO of Awards International Neil Skehel said: “Congratulations to all of our winners, and to all finalists who travelled to join us in Amsterdam for what has become one of the most important dates in the global CX calendar.

“The standard of entries for this, the second year of the awards, has been absolutely fantastic, and we look forward to seeing more exciting customer-centric initiatives in 2020 a


Paul AinsworthPaul AinsworthNovember 19, 2019
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Resourcing and consultancy specialists Huntswood has been revealed as a sponsor for the 2020 UK Complaint Handling Awards.

The company, which has featured in prestigious lists including the Sunday Times Top 100 Small Companies to Work For and The Sunday Times Profit Track 100 and Fast Track 100, are experts on the complaints journey and will join finalists next March at London’s Park Plaza Hotel.

Huntswood joins fellow event sponsors Resolver, Worksmart, Cranfield School of Management, Professor Malcolm McDonald, and Barnardos in helping to bring the annual Awards International-hosted event to life and celebrating the stars of complaint handling in the UK.

Describing Hunstwood’s approach, a company spokesperson said: “We help firms govern, transform and operate their businesses to drive better outcomes. When our clients need support, it almost always involves customer considerations, it is often multi-channel and always requires an approach that is compliant with regulation.

 “In our engagement with clients we are, above all else, collaborative and always at the forefront in the development of innovative, tailored and transformative solutions. These typically combine people, processes and technology to drive better customer, commercial, and regulatory outcomes.”

Welcoming Huntswood to the sponsor team, Awards International CEO Neil Skehel said: “It’s an honour to have Huntswood join the awards as a sponsor for 2020. This is a company that has its finger on the pulse of customers, and has gifted the UK business landscape with valuable insight through its Complaints Outlook research in 2016 and 2019.

“They are no strangers to winning awards themselves, and will no-doubt inspire our finalists as they compete in their respective categories.”

The full list of finalists for the 2020 UK Complaint Handling Awards will be revealed later this month.


Tom FairbainTom FairbainNovember 8, 2019
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This week, the Customer Experience Magazine team attended the launch of FourZeroTwo, a revolutionary new product from the Future Shaping Company. 

Four Two Zero hopes to disrupt the publishing industry by introducing a new rights management and payment system. In short, it allows users to pay for content as they use it. 

Instead of paying for a costly year-long subscription, or being bombarded with ads when the content is ‘free’, this product looks to meet users halfway and give them another way of accessing online material. 

Future thinker: FourTwoZero MD Richard Copland

As Richard Copland, co-founder and Managing Director, explained: “For 25 years, people have thought the internet is free. Now the technology is at a point where publishers can really monetise their content. The infrastructure has now matured, and that makes this solution possible.”

The name FourZeroTwo is a nod to the 402 error code from the early days of the web, which referred to micropayments but was considered too difficult to implement. FourZeroTwo positions itself as the solution to this longstanding problem. 

Other eye-catching product features include dynamic pricing for single articles, commission for writers based on the number of purchases, refunds if the customer is dissatisfied with the content, and smart contracts to ensure the refund system is not abused. 

At the launch, we also heard from Richard Bloss from ProfoMedia, who described FourZeroTwo as “the future of publishing”

Ultimately, he said: “It all comes down to the simplicity of the payment.”

For Neil Skehel, CEO of Awards International and President of Customer Experience Magazine, its significance is its potential to restore the importance of “authoritative content”.

At its most radical, FourTwoZero represents a fundamental change for online business models. Richard Copland compared this shift to the introduction of online payments in 1994, something once considered “cosmically painful” but now utterly commonplace.

Perhaps Four Zero Two is the next stage in this evolution – taking control from the advertisers and giving it back to publishers and writers.

Watch this space, it could be very exciting indeed. 


Paul AinsworthPaul AinsworthOctober 11, 2019
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London’s home of champions Wembley Stadium lit up with the stars of CX as the 2019 UK Customer Experience Awards took place at the iconic venue.

Hundreds of guests arrived at the event as finalists presented details of the country’s most innovative CX strategies in front of an expert judging panel before results were announced at a glittering evening gala ceremony.

The most important CX title in Britain today, the UK Customer Experience Overall Winner award was claimed by Aviva’s Solus Accident Repair Centres, which earlier in the evening won the Customer Centric Culture Gold award.

No accident: Solus Accident Repair won the 2019 Overall Award

The Solus team were also presented with Silver awards in the Customers at the Heart of Everything and CX Professional of the Year categories, with the firm’s National Customer Experience Manager, DeAnna Avis, earning the latter title.

Meanwhile, 2019’s CX Professional of the Year title was awarded to Jo Mayes of Business Stream. Her outstanding work this year secured her the highly coveted Gold award, and she said afterwards: “It was an amazing night and I am delighted to have won. A huge thank you to the Business Stream team for their hard work and belief in me.”

Business Stream’s dream team also secured Gold in the B2B Customer Experience category and Bronze in Utilities.

Team of the Year was awarded to CPM International, while Team of the Year – Programme went to Game Digital PLC. The Team of the Year – Customer Centricity title was presented to Capital One UK.

Other big winners on the night included estate agents Knight Frank, which took home an incredible four Gold category titles, and Direct Line Group, which landed three Golds to add to the firm’s trophy cabinet.

Setting the standard: 2019 UK CX Professional of the Year, Jo Mayes of Business Stream

Guests partied late into the night after the ceremony, deftly presented by CX consultant, awards chairman, and author Ian Golding, while attendees were also treated to a live performance from the legendary Heather Small, a star possessed with one of the most powerful and recognisable voices in the British music industry.

CEO of hosts Awards International, Neil Skehel, said: “This has been an incredible year for Customer Experience in the UK, and this event celebrates those who continue to make it the key brand differentiator for modern consumers.

“The teamwork on display during the presentations and the infectious enthusiasm of the finalists is inspiring, and it’s safe to say CX in the UK is in safe hands with the organisations represented at this, our flagship event.

“Congratulations to all who made it to the finals, and of course a special congratulations to our winners, who will be setting the trend for others to follow as we head into 2020.”

Awards International also thanked the partners and sponsors who helped make the tenth anniversary of the UK Customer Experience Awards a memorable occasion: The Customer Experience Professionals Association, Genesys, Kantar, Elite Business, Barnardo’s, and Customer Experience Magazine.

For a full list of 2019 winners, click here.


Paul AinsworthPaul AinsworthOctober 8, 2019
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Online complaints resolution specialists Resolver has been revealed as a sponsor for the 2020 UK Complaint Handling Awards.

The free independent service is the go-to for customers to connect with businesses around the world and successfully resolve issues. The firm joins fellow partners Worksmart, The Malcolm McDowell Academy, Cranfield School of Management, and children’s charity Barnardo’s for the awards final which takes place on March 5 at the Park Plaza Riverbank in London

The daytime event, hosted by Awards International, will see finalists from across the UK compete in 16 categories, including Best Use of Customer Insight & Feedback, Customer Retention Strategy, and Complaint Handling Professional of the Year.

Organisations have until October 18 to take advantage of an Early Bird Discount Offer, before the final entry deadline of November 14.

The finalists for 2020 will be revealed on November 26.

Resolver CEO and Founder James Walker said: “Resolver captures the lost voice of dis-engaged consumers and diffuses friction between them and the business to create better outcomes for all. We achieve this by informing consumers of their rights and managing their expectations to help achieve a smooth resolution.

“With over 5 million complaint cases and counting, Resolver Group’s business brand, Egeria Insights, are able to use this unique data to support businesses to improve their complaint handling processes through the intelligent application of natural language processing, industry benchmarking and predictive technology.”

Speaking of the partnership with the 2020 UK Customer Experience Awards, he added: “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: “As any of the millions of 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.”


Paul AinsworthPaul AinsworthSeptember 3, 2019
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Financial services compliance solutions firm Worksmart has joined the 2020 UK Complaint Handling Awards as a sponsor for the event, which will take place in London next year.

The firm, which has been supporting Britain’s leading financial service businesses through the challenges of regulatory compliance for over two decades, is bringing its considerable influence to the awards final next spring, where companies will compete in 15 categories, including Best use of Insight & Customer Feedback and Complaint Handling Professional of the Year.

Worksmart is the firm behind cutting-edge complaints software Caresmart, which has revolutionised complaint tracking and resolving for organisations keen to protect their reputation with both customers and regulatory bodies. It joins fellow partners Cranfield School of Management and Professor Malcolm McDonald in backing the awards, which are once again also sponsored by children’s charity Barardo’s.

2020 will be the fourth year of the event, hosted by Awards International, and finalists will descend on the Park Plaza Riverbank on March 5 to present details of complaint handling initiatives before a panel of leading experts including representatives of award-winning firms such as Capita.

Entries remain open for the awards, and hopefuls have until October 18 to take advantage of an Early Bird discount offer. The final entry deadline is on November 14, with shortlisted finalists set to be announced on November 26.

Julie Pardy, Director of Regulation & Market Engagement at Worksmart, said: “We’re delighted to be a sponsor at the UK Complaint Handling Awards, as it promotes best practice in complaint handling. Our complaints product, Caresmart, helps companies resolve complaints compliantly and in a way which ensures the best possible chance of retaining the relationship with the customer for the future. As such, sponsoring these awards is the right thing to do.”


CXM Editorial TeamCXM Editorial TeamSeptember 2, 2019
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Customer Experience Magazine is giving away three tickets to this month’s Winning With Complaint Handling Conference, which is taking place in central London.

This not-to-be-missed one-day event on September 25 will bring together Gold winners from the annual UK Complaint Handling Awards for a series of panel discussions that will help you improve your brand’s complaint handling techniques and strategies, and offers insight into how to bring your level of customer service to an award-winning standard.

Brought to you by Awards International, the event will be chaired by CEO Neil Skehel, who will be joined by the one-and-only Daniel Ord, founder and Director of OmniTouch International, to oversee the day’s activities, which include discussions from award winning brands including Capita, Three UK, HSBC, and more.

Held at the Park Plaza riverbank, the conference will offer unparalleled networking opportunities to help boost your complaint handling power.

Neil Skehel explains: “This isn’t just another conference – you are an integral part of this event and your priorities will shape what we discuss. It promises to be an educational and inspirational experience for everyone involved.”

For your chance to win, follow these simple steps before the closing date of this Friday September 6:

1. Follow Customer Experience Magazine on LinkedIn
2. Like the contest post
3. Complete and submit the Contest Entry Form below


Paul AinsworthPaul AinsworthJuly 30, 2019
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One of the most inspiring winners at the 2019 UK Digital Experience Awards is planning a return to next year’s event as they continue to provide businesses with innovative digital engines for customers to use.

Multinational firm Torry Harris Integration Solutions (THIS) – headquartered in New Jersey USA and with a UK base in Bristol – won Gold in the Not for Profit & Charity (Including Public Services) category.

The team also secured Silver for Best Digital Change & Transformation in partnership with energy provider Pure Planet. The ceremony, hosted by Awards International, took place in London’s Park Plaza Riverbank earlier this month.

The Gold award was presented for digital platform initiative HomeJini, which is powered by Torry Harris’ digital marketplace solution DigitMarket. It democratises digital by harnessing the power of the platform economy to connect the semi-skilled labour pool in India to employment opportunities.

THIS is it: The Torry Harris Integration Solutions team accept their Gold award at the 2019 UK Digital Experience Awards

Meanwhile, the Silver gong was awarded for THIS’ partnership with Pure Planet, which saw the tech firm build a digital ecosystem through implementing and supporting a comprehensive API portfolio. The app for Pure Planet – the UK’s first app-based energy supplier that supplies 100 percent renewable electricity, and 100 percent carbon offset gas – allows customers to track their energy use and receive bills on their smartphone.

Following the firm’s double win, THIS Vice President – Strategic Initiatives, Shuba Sridhar, said: “We are thrilled that our digital marketplace product DigitMarket™ received the recognition it deserves. We are looking to come back next year with a more innovative and impactful story of a Torry Harris-powered digital engine making a massive difference to the customer’s business. Thank you Awards International for organising such a fair and transparent scoring process and a top panel of independent judges.”


Paul AinsworthPaul AinsworthJuly 19, 2019
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At this month’s UK Digital Experience Awards, the day’s biggest success story involved an online platform behind a swimming revolution taking place across Britain.

Swimtime is the largest independent swim school in the UK, and since its foundation in 1998 has helped thousands of young people take the plunge and learn to enjoy one of the healthiest activities around. The need for Swimtime was highlighted in a 2017 report by the Water Safety Review Group, which found that one-in-three children leave primary school unable to complete a length of a pool.

In a bid to boost the number of competent young swimmers, the Swimcloud platform was introduced by Swimtime, making it easier for customers to book and manage their lessons.

The innovative technology was the basis of the firm’s presentation at the UK Digital Experience Awards at London’s Park Plaza Riverbank, and judges awarded them the highest score in the Transport, Leisure and Tourism category.

That score also turned out to be the highest of the day, leading to Swimtime being named Overall Winner.

Water result: The UK Digital Experience Awards won by Swimtime

Theo Millward, Managing Director of Swimtime, said: “Our Swimcloud platform is truly groundbreaking, delivering a world-class Digital Experience to our customers and swimmers, helping us teach some 20,000 learners every week. We are the first in our sector to deploy such advanced technology including machine learning.

“To see the implementation and our results be recognised against such an outstanding field of major companies – many with vast budgets – was a true honour and something neither I or my team will forget in a hurry.”

H2 wow: The Swimtime team accept their Transport, Leisure and Tourism trophy

He added: “When the Overall Winner of the event was announced, hearing our name read out is something we’ll never forget! It was a very special day for us, and we enjoyed celebrating our victory with a well earned gin and tonic. Thank you to hosts Awards International for organising the event, and we look forward to entering next year to defend our crown.”


Paul AinsworthPaul AinsworthJuly 19, 2019
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The finalist line-up for the 2019 UK Business Awards has been unveiled, with a host of firms preparing to compete in  London for a title this November.

Hosted by Awards International, which brings events including the UK Customer Experience Awards to the capital each year, the UK Business Awards is a celebration of excellence and innovation in British business, with 18 categories that will see firms present before an expert judging panel in a bid to win.

Among those shortlisted as finalists are Manchester United FC, EDAM Group, HSBC UK, Virgin Trains, and many more. For a full list of shortlisted finalists, click here.

Categories for 2019 include Disruptive Business Model, Team of the Year, Entrepreneur of the Year, and the Well Being at Work Award.

Known as ‘The Dons’ in honour of Awards International Chairman Don Hales, the even is celebrating its fourth anniversary in 2019, and the ceremony on November 8 at the Park Plaza Riverbank is set to be the biggest to date.

All the biz: The UK Business Awards is celebrating its fourth year

Those keen to attend can take advantage of an Early Bird Discount offer until September 27

Awards International CEO Neil Skehel said: “We are all about celebrating and rewarding business excellence, and the UK Business Awards have become one of the country’s premier platforms to do just that.

“This will be the fourth year of The Dons, and will be the most significant to date, with a wide range of categories across B2B and B2C disciplines. As ever, the event itself will be a fantastic opportunity to network with business peers and share best practise, as well as celebrate our category champions, and I cannot wait to welcome our finalists and guests to London. A huge congratulations to all those shortlisted.”

 

 


Paul AinsworthPaul AinsworthJuly 16, 2019
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The victors of the 2019 UK Digital Experience Awards have celebrated success in London, with swimming school Swimtime making waves by being crowned as the day’s Overall Winner.

The event at London’s Park plaza Riverbank saw firms from across Britain present before an expert panel of judges, offering insight into the digital journeys customers make when connecting with their favourite brands. The very best across 23 categories were identified, with organisations competing to claim titles including Best Digital Change & Transformation, Best Digital Marketing Campaign/Project, and Best Mobile Strategy.

Swimtime, which helps over 15,000 children learn to swim at over 300 venues across the UK, made a huge splash in the Transport/Leisure/Tourism category, beating tech firm rivals Valtech and car rental brand Sixt to claim the Gold award.

Their entry focussed on the innovative SwimCloud digital platform, which manages every conceivable stage of the customer journey from booking to delivery, managing payments, lesson planning, and much more.

Victory lap: The Swimtime team accept the 2019 Overall Winner award

That category entry secured the Overall Winner title later in the day, and a spokesperson for the firm said: “Our team and franchisees across the Swimtime family are delighted that the work and investment that has gone into SwimCloud, is not only paying off internally but being recognised as revolutionary in such a competitive award.”

The day was jam-packed with other significant wins for household name brands, including HCL Technologies UK in partnership with Manchester United. Together they secured Gold in the Best Digital Change & Transformation – Project/Platform category after showing judges how they are delivering a unified fan experience, combining subsystems, fan touchpoints, and revenue streams.

Best App was won by BT for its innovative My BT app, while Sky in partnership with Journey Further won Gold for Best PPC Strategy.

Appy days: The BT delegation receive the Gold Award for Best App

Click here for a full list of the day’s winners.

The event was hosted by Awards international, and along with the UK Customer Experience Awards, the UK Employee Experience Awards, and the UK Complaint Handling Awards, proudly holds a Gold Standard Awards Trust mark from the Independent Awards Standards Council (IASC).

CEO of UX design piuoneers Usability 24/7, Paul Blunden chaired the awards, steering the development of the event towards its most impactful year to date, and he will return in the coming years to ensure the event continues to explore and reward the very best digital experiences offered by brands.

Congratulating the day’s winners, Awards International CEO Neil Skehel said: “These awards highlight the most innovative Digital Experiences customers will come across in the UK today, and show just how vital a trusted digital journey is for today’s tech-savvy consumers.

“Well done to all who attended to present before our judges, and a special congratulations to all of the category winners, who truly deserve their success. We look forward to further exciting DX developments from our winning brands in the coming months and years, and hope to see many return to compete at next year’s UK Digital Experience Awards.”

 

 


Paul AinsworthPaul AinsworthJuly 11, 2019
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The finalists in the 2019 UK Customer Experience Awards have been announced, with some of the UK’s best-known brands preparing to compete for glory in London’s Wembley Stadium this autumn.

The gala event – which this year is marking ten years of celebrating the very best CX in Britain – will take place on October 10, when finalists will make presentations before an expert panel of judges in a bid to secure one of 24 category titles that reflect every aspect of customer centricity.

Shortlisted category finalists include O2, Prudential, Direct Line Group, Aldi, Capita, Sky, Game, and many more. Click here for a full list of 2019 finalists.

New categories for 2019 include Employee Experience, Employees at the Heart of Everything, Hospitality & Leisure, Retail, and Professional Services, and the awards will be presented during an evening black tie dinner ceremony.

The finals, which are chaired once again by international CX consultant and author Ian Golding, is also one of the UK’s best CX networking opportunities, with hundreds gathering at the iconic venue to support colleagues and celebrate what makes the UK a beacon of customer-centricity in a rapidly changing business landscape.

The UK Customer Experience Awards is accredited with the prestigious Gold Awards Trust Mark from the Independent Awards Standards Council, and as always is proud to be partnered with Cranfield School of Management, Barnardo’s, and the Customer Experience Professionals Association.

Also partnering the Awards for 2019 are data consultancy Kantar, and Customer Experience tech giant Genesys.

Reach for the stars: The UK Customer Experience Awards is Britain’s biggest celebration of customer centricity

Awards International CEO Neil Skehel said: “Congratulations to all of our finalists, and I look forward to welcoming them to the home of champions, Wembley Stadium, later this year for the biggest UK Customer Experience Awards to date.

“The event has grown exponentially to become the biggest CX event of its kind in the world, and we are incredibly proud to be marking its tenth anniversary. Customer Experience is now a brand’s most defining characteristic, and it is impossible to overestimate its importance to the economy. These awards play such an important role in not only celebrating achievements, but also setting the standard for organisations to follow if they are to be successful in this new era where the customer really is at the heart of everything.”

 

 


Paul AinsworthPaul AinsworthJuly 1, 2019
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Entries are now open for the 2020 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems.

2020 will be he fourth year the awards ceremony will be held in the heart of London, and March 5 will see finalists descend on the Park Plaza Riverbank venue to present before an expert panel of judges from across various sectors.

Some of the most recognisable brands in utilities, finance, and more were represented at the 2019 finals earlier this year, and now organisations have the chance to join the winners in the Hall of Fame by entering before the deadline of November 14. Those who enter before October 8, meanwhile, can take advantage of a special Early Bird discount, that can save up to £100 off the standard entry price.

There are 15 categories to choose from for 2020, encompassing both industry and discipline-specific areas. They incorporate both B2B and B2C initiatives, and include categories specifically for SMEs, so that all types of organisation have the chance to earn recognition.

New categories include Zero to Hero – Transforming Customer Relations, while as always, the day will see one Overall Winner crowned from the category champions.

Celebrating success: Firstsource Solutions was named Overall Winner at the 2019 UKCHA finals in March

Event host Awards International has been accredited with the Gold Standard in the Awards Trust Mark Scheme from the Independent Awards Standards Council, meeting all 18 criteria to qualify for the highest trust mark possible.

Awards International CEO, Neil Skehel, said: “We are thrilled to launch the 2020 UK Complaint Handling Awards, and are excited to see the initiatives put forward by organisations, big and small, from right across the UK.

“This annual event has become one of the most relevant dates in the business calendar for companies that are revolutionising how they interact with customers and implement resolution strategies.

“The best companies don’t shy away from complaints – they use them to strengthen their reputation and retain a loyal customer. Joining the awards this year means you can showcase your amazing initiatives whilst rewarding your team’s dedication.

“As with events such as the upcoming UK Customer Experience Awards and UK Digital Experience Awards, the UKCHAs will also be a prime networking opportunity, promoting excellence and best practice sharing, by gathering hundreds of leading business professionals together under one roof.”

Click here for further details on how to enter for 2020.

Meanwhile, for those keen to glean insights from previous winners, the Winning With Complaint Handling conference is taking place in London on September 25. This unique one-day event will offer practical techniques on transforming complaints into improved products and services, and provide guidance on creating customer loyalty through outstanding complaint handling strategies.

Click here for details on applying to attend, and for a special discount offer.


CXM Editorial TeamCXM Editorial TeamJune 24, 2019
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Global CX and call centre tech leader Genesys has been revealed as the Gold Sponsor for the 2019 UK Customer Experience Awards.

Taking place in London’s Wembley Stadium on October 10, the awards celebrate the country’s best CX strategies, transformations, and innovations, and there are now just days left before the entry deadline.

The new partnership with Genesys – creators of the world’s most trusted Customer Experience platforms – will elevate this year’s ceremony to new heights as it marks its tenth anniversary.

More than 11,000 companies in over 100 countries trust Genesys to help them connect effortlessly with consumers across any channel, be it voice, text, web chat, or social. The company offers both cloud and on-premises solutions that enable businesses to deliver the hyper-personalised experiences today’s always-on consumers demand, while producing targeted business outcomes such as increased revenue, lead conversion, and customer satisfaction.

“Sponsoring the UK Customer Experience Awards is a natural fit for us,” said Senior Director at Genesys, Brendan Dykes, who will be among the judges scrutinising entries at this year’s event.

“We are laser-focused on helping brands create lasting relationships with their customers. This is a tremendous opportunity to shine a light on the businesses that are setting new standards for delivering exceptional customer experiences in innovative ways. We are thrilled to serve as a Gold sponsor and help celebrate their successes.”

Meanwhile, Neil Skehel, CEO of event hosts Awards International, said: “Genesys is a prestigious global organisation and commands great respect in the industry. Having them involved further goes to show that anyone who’s anyone in Customer Experience will be at our awards.”

Click here to learn more about the 2019 UK Customer Experience Awards.


Paul AinsworthPaul AinsworthJune 19, 2019
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3min1332

The entry deadline is fast approaching for the 2019 UK Customer Experience Awards, which this year is marking ten years of celebrating the very best CX in Britain.

The gala event will take place on October 10 at London’s Wembley Stadium, where finalists representing some of the best-known brands in the country will gather to make presentations before an expert panel of judges, hoping to secure one of 24 category titles that reflect every aspect of customer centricity.

New categories for 2019 include Employee Experience, Employees at the Heart of Everything, Hospitality & Leisure, Retail, and Professional Services, and the awards will be presented during an evening black tie dinner ceremony.

Organisations have until June 28 to submit an entry, and further details can be found here.

Applications are now being taken from potential judges to join the line-up, and you can click here to find out more about becoming a UKCXA judge.

The finals, which are chaired once again by international CX consultant and author Ian Golding, is also one of the UK’s best CX networking opportunities, with hundreds gathering at the iconic venue to support colleagues and celebrate what makes the UK a beacon of customer-centricity in a rapidly changing business landscape.

The UK Customer Experience Awards is accredited with the prestigious Gold Awards Trust Mark from the Independent Awards Standards Council, and as always is proud to be partnered with Cranfield School of Management, Barnardo’s, and the Customer Experience Professionals Association.

Reach for the stars: The UK Customer Experience Awards is Britain’s biggest celebration of customer centricity

Awards International CEO Neil Skehel said: “The UK Customer Experience Awards has grown exponentially to become the biggest CX event of its kind in the world, and we are incredibly proud to be marking its tenth anniversary. Customer Experience is now a brand’s most defining characteristic, and it is impossible to overestimate its importance to the economy. These awards play such an important role in not only celebrating achievements, but also setting the standard for organisations to follow if they are to be successful in this new era where the customer really is at the heart of everything.”

 

 


Paul AinsworthPaul AinsworthJune 17, 2019
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4min2064

The most exciting gathering of award winners and experts in the field of complaint handling will take place London this autumn at a brand new conference, and now is your chance to join them for a special  discount price.

The Winning With Complaint Handling conference is hosted by Awards International, and will feature six insightful panel discussions from UK firms which have wowed judges at the annual UK Complaint Handling Awards.

Taking place on September 25 at the Park Plaza Riverbank in the heart of London, this unique one-day event will offer practical techniques on transforming complaints into improved products and services, and provide guidance on creating customer loyalty through outstanding complaint handling strategies.

Industry insight: Winners of the UK Complaint Handling Awards will discuss strategies for success
Attendees will be able to interact in real time with each panel using the Slido app, to put questions to panelists and vote on issues as speakers discuss the need to adopt dynamic, technological solutions instead of traditional approaches.
As with all Awards International events, the conference will be an excellent networking opportunity, as guests will include representatives from a wide range of sectors. A full line-up for the conference will be revealed in the coming weeks.
Meanwhile, joining Awards International CEO Neil Skehel as Co-Chair of the conference will be Daniel Ord, Founder and Director of OmniTouch International, and one of the world’s leading authorities on contact centre excellence. Daniel also leads CXM’s Contact Centres Masterclass.
Co-Chair: Contact centre expert Daniel Ord will welcome guests to Winning With Complaint Handling
“I’m thrilled to be welcoming attendees to London later this year for what will be one of the best opportunities to learn the skills and strategies of award-winning firms,” Daniel said.
“Our panel discussions will feature valuable insight into what the very best brands are providing customers when it comes to complaint handling.”
Neil Skehel added: “This isn’t just another conference; you will be an integral part of this event and your priorities will shape what we discuss. It promises to be an educational and inspirational experience for everyone involved.”
Tickets for Winning With Complaint Handling are now available, while those who book before midnight on July 19 can enjoy a special Early Bird Discount, saving them £100 on the full price. Click here for further details.

Paul AinsworthPaul AinsworthJune 4, 2019
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2min929
The International Customer Experience Awards is returning to Amsterdam this year, and potential entrants have just a few days left to take advantage of a special Early Bird Discount offer. A total of 19 categories are open for submissions, with one Overall Winner title reserved for the entrant scoring the highest result from judges overseeing presentations on the day. The event – hosted by Awards International UAE & Netherlands – takes place on November 21, with the deadline for entries on August 7. However, an Early Bird Discount offer is available until June 12, allowing entrants to save €100 on their entry fee. Click here for further details of this amazing offer. Awards International MD Mark Hamill said: “This unique daytime event, enables businesses from across the globe to compete for the ultimate accolade in the world of Customer Experience. Participating in the Awards is not just about competing and celebrating best practice – these Awards offer a unique opportunity to network with other key players from across the world and to hear what others are doing to solve problems within their country or particular sector.”



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