Housing Providers Optivo are used to building homes, but building upon their already fantastic Customer Experience has cemented their status as one of the UK’s most customer-centric organisations in 2017.

The company clinched the Best Contact Centre (Small) Award at the UK CX Awards, beating off fierce competition from East Sussex Highways, Scottish Widows, and Power NI to do so.

Their ‘Click & Collect’ concept enhanced customer engagement in an innovative manner, and impressed judges enough to get them onto the Wembley stage to accept their much-deserved award.

The firm’s very own Director of Customer Experience, John Barr, told CXM about the strict CX guidelines followed by the firm’s dedicated staff.

“We want people to feel safe, secure and happy in their home from the day they move in,” he said.

“This includes doing what we say we’ll do, being clear about when we’ll do it, and listening to improve what we do.”

He added: “Our team work hard every day to find solutions and to deliver a positive customer experience. I’m delighted the judges agreed we make a difference.”

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