The CX Factor

September 29, 201713min

It was a night that entrants will remember for a long time, and winners will never forget – the 2017 UK CX Awards brought the country’s premier companies with a true passion for their customers together at London’s Wembley Stadium.

The event saw almost 1,000 staff from a wide range of companies descend on the capital’s most iconic venue for a day of presentations before judging panels comprising 126 of the UK’s leading Customer Experience personalities

After giving it their all, entrants were evaluated and scores were counted ahead of a spectacular black-tie gala event, where the winners of each of the 33 categories were announced.

The categories covered a spectrum of disciplines, and sought to establish the very best in each one – from banking and investment services, to hospitality, leisure and travel.

To walk away with an award proves an organisation’s utmost dedication to customer care, and the winners cemented the fact their CX skills were second-to-none. Not for nothing are the awards known as the Oscars of the CX world.

Hosted by Awards International, the ceremony was compèred by Jeremy Nicholas, Director of Talking Toolbox – also known to millions of video game fans around the world as the voice of the FIFA football franchise.

Along with the silver and gold winners of each categories, the night also saw the crowning of the Overall Winner, which was presented to the highest scoring entrant of the day.

This year the prestigious title was presented to Capital One’s Principal Based Servicing team.

The financial corporation was also successful in the Team of the Year category, where it’s Fraud and Disputes squad were named victors.

Other big winners on the night were Scottish Water and Direct Line Insurance, who also claimed two awards each.

Speaking afterwards, CX judge Ian Golding praised all tbse who entered, and offered a special congratulations to the firms which took home trophies.

“This has been the biggest and best UK CX Awards in the history of the event, and the quality of competitors has truly blown us all away this year – they certainly didn’t make our jobs as judges easy!

All those who made it to the finals can hold their heads high and be proud of the fact they are offering CX excellence to their valued customer base. Those who won are truly the best at what they do, and their winning legacy will inspire countless colleagues to strive to offer the very best service possible.”

Awards International CEO Neil Skehel added:

“What a night it has been for all those involved. This event has brought the country’s best CX providers together in one place and so as well as being an amazing gathering to celebrate the winners and runners-up, it has once again proved to be among the very best networking opportunities there is.

Today has seen seeds of ideas sown, business relationships begun, and exciting times are ahead thanks to what has occurred here under the famous Wembley Arch. The 2017 CX Awards has been a roaring success, and as always, things can only get better from here!

Here’s to next year’s event, and I know the ball is already rolling on making it even better – if you can believe that is possible. But in the CX industry we know that anything is possible with enough passion and dedication.”

To see the full lists with the winner’s pictures please visit the  UK Customer Experience Awards website where you can also download the pictures.

Overall Winner

Capital One

Capital One Principle Based Servicing

 

Best financial services – banking and investment

Winner

Virgin Money plc

Connecting Colleagues and Customers…The Virgin Money Way

Silver Award Winner

Zopa Ltd

Zopa’s project to improve customer experience

 

Best financial services – insurance services

Winner

Direct Line Group

Direct Line Group – Best Insurance Services

 

Contact centre – large

Winner

Sky in partnership with FirstSource

Transforming Cardiff’s contact Centre’s Customer Experience

Silver Award Winner

BT

BT Dundee Connections

 

Contact centre – small

Winner

Optivo

Click & Connect

Silver award winner

East Sussex Highways

East Sussex Highways – Customer Centric Approach

 

Hospitality/ leisure and travel

Winner

Red Funnel in partnership with Brand Biology

Red Funnel

Silver award winner

London Midland in partnership with VCCP, Whoosh and icomera

London Midland Motion

 

International business

Winner

CPM Barcelona

Silver award winner

Fitness First

What happened next

 

Technology & telecoms

Winner

Finastra

Finastra: How we’re driving world-class B2B Customer Experience, Engagement & Advocacy

Silver award winner

Natterbox Limited

Best Cloud Telephony Solution for Customer Experience

 

Transport and logistics

Winner

Bidfood

Driving Change through service excellence

 

Utilities

Winner

Octopus Energy

Octopus Tracker

Silver award winner

Business Stream in partnership with Cap Gemini & Pathfinder

A new vision for Business Stream

 

Best customer experience training company

Winner

Brand Biology

 

Best customer experience training initiative

Winner

Direct Line Group in partnership with Blue Sky

CONNECT – A customer service transformation programme

Silver award winner

GAME in partnership with Growth Engineering

GAME Learning Zone by GAME and Growth Engineering

 

Business Change

Winner

Business Stream in partnership with Cap Gemini

Making the boat go faster

Silver Award Winner

Rank Group Plc

Transforming Rank Group Customer Service

 

Business transformation

Winner

BT

BT’s Customer Service Transformation Journey

Silver Award Winner

Direct Line Group in partnership with Blue Sky

CONNECT – A customer service transformation programme

 

Customer at the heart of everything (Employee training and development)

Winner

The Holly Private Hospital

Putting patients at the heart of everything we do

Silver award winner

Affinity Water

Customers in our heart and at the base of our foundations

 

Customer at the heart of everything (Financial Services)

Winner

Skipton Building Society – Bury Branch

‘Leading the way by putting the needs of those with Dementia first’

Silver award winner

Capital One

Capital One Principle Based Servicing

 

Customer at the heart of everything (Listening to the customer)

Silver award winner

Scottish Water

Placing the customer at the heart of everything we do

Winner

Barclays CI

Continuous Improvement Delegated Authorities

 

Customer Centric Culture (Employee driven transformation)

Winner

Capital One

Capital One Principle Based Servicing

Silver award winner

Waitrose in partnership with Maru/edr

Waitrose ‘Have Your Say’

 

Customer Centric Culture (Insight and feedback)

Winner

Business Stream

Putting Customers 1st

Silver award winner

MOO Inc.

Building customer centricity through cross-functional collaboration

 

Digital CX innovation

Winner

London Midland in partnership with VCCP, Whoosh and icomera

London Midland Motion

Silver award winner

BT

BT Consumer.com – digital transformation

 

Employee engagement (Learning/ development and engagement)

Winner

The Holly Private Hospital

The Holly Private Hospital: Transforming Employee Engagement with Project FIRST

Silver award winner

Direct Line Group

Direct Line Group – Best Employee Engagement

 

Employee engagement (Return on investment)

Silver award winner

Countrywide Conveyancing Services

Employee Engagement

Winner

StaySure

Staysure- Employee Engagement

 

Engaging customers online

Winner

FoundIt! on behalf of Amara

16% Sales Growth from Aligning Customer Experience to Shopper Intent

Silver award winner

EE in partnership with Metricell

Revolutionising the Coverage Checker for EE Customers

 

Insight & feedback

Winner

Business Stream

How customer feedback drives action

Silver award winner

Affinity Water

Customer engagement central to our BAU

 

Insight and feedback (financial services)

Winner

Direct Line Group

Best Insight and Feedback

Silver award winner

Barclays

Barclays Overseas Services: The Account Opening Transformation

 

New/improved product

Winner

Direct Line Group

Direct Line Group – New or Improved Product

Silver award winner

Lloyds Banking Group

PCA Digital Journey

 

Return on CX

Winner

BT

BT’s Customer Experience Insight Model

 

Use of social media

Winner

Scottish Water

Scottish Water Advertising. It’s Kind of a Big Deal.

 

CX professional woman of the year

Winner

Sparks Grove UK

Clare Flitton, CX Professional Woman of the Year

Silver award winner

Jaga Heating Products UK

Nora Conlon – Delivering Excellence in Customer Service

 

CX professional of the year

Winner

Firstsource Solutions UK Ltd

Kath Chivers – Transforming the Contact Centre Customer Experience

Silver award winner

Countrywide Conveyancing Services

Laura Matthews – Customer Experience Professional of the Year

 

CX team of the year (customer engagement)

Winner

Scottish Water

Scottish Water – Going the Extra Mile

Silver award winner

MOO Inc.

CX is owned by everyone

 

CX team of the year (financial services)

Silver award winner

VitalityHealth

VitalityHealth – The Use of Insight to Create a Unique Vitality Experience

Winner

Capital One

Capital One UK Fraud and Disputes team


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter