Winners of the UK Customer Experience Awards 2013 were announced during a gala luncheon in London yesterday.

Now in their fourth year, the UK Customer Experience Awards celebrate and promote excellence in customer experience across a broad spectrum of industries.
Top names vying for prestigious awards included Virgin Media, Barclays, BT Group, DPD UK, LV=, Scottish Water and Disney Store.

During the morning finalists in each of the 25 categories presented their entries to independent judges at The Grand Connaught Rooms. Winners were then announced during a sit-down meal for 700, which was compered by comedian and author Dominic Holland. Guests included actress Lesley Sharp who stars in ITV’s detective drama Scott and Bailey.

Overall winner of the UK Customer Experience Awards 2013 is KC, a Yorkshire-based broadband business. And Team of the Year – Loving the Customer went to British Gas.

Individuals were also rewarded with Fiona Templeton of Scottish Water named UK Customer Experience Professional Woman of the Year and Gareth Byrne from Pearson/Edexcel as Professional of the Year.

The Customer Experience Awards are partnered by the Cranfield Customer Management Forum (CCMF), a business network run by the Cranfield University School of Management Centre for Strategic Marketing and Sales. A Lifetime Achievement Award was presented to Cranfield University’s Professor Malcolm McDonald, an internationally-renowned marketing specialist during the ceremony.

Neil Skehel, Managing Director of Awards International, said the interest in the Awards and the standard of entries for 2013 has exceeded all expectations.

“We are delighted with the quality of entries for the UK Customer Experience Awards and today gave us a chance to celebrate with the finalists and winners,” said Neil.

The Awards are supported by Customer Experience Magazine, which will feature the winners and their stories.

To find out more please go to http://www.uk-ce-awards.co.uk

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Winners of the UK Customer Experience Awards 2013

OVERALL WINNER

– KC

LIFETIME ACHIEVEMENT AWARD –

Professor Malcolm McDonald

DISCIPLINE SPECIFIC CATEGORY WINNERS

BRAND & CRM –

Hungry Horse, Greene King

BUSINESS CHANGE & TRANSFORMATION –

Findel Education

DIGITAL –

Clothes2Order

EMPLOYEE ENGAGEMENT – FINANCIAL SERVICES –

Capital One Europe (plc)

EMPLOYEE ENGAGEMENT – LOVING THE CUSTOMER

Virgin Media

INSIGHT & FEEDBACK – IT, SYSTEMS & TELECOMS

Virgin Media

INSIGHT & FEEDBACK – LOVING THE CUSTOMER

Avios Group (AGL) Limited

NEW PRODUCT, PRODUCT IMPROVEMENT

Arrow XL

SOCIAL MEDIA – SPONSORED BY LV=

Currency Index

INDUSTRY CATEGORY WINNERS

CONTACT CENTRE – LARGE

Lebara Mobile

CONTACT CENTRE – RETAIL

Bristan Group

CONTACT CENTRE – SERVICE

AmicusHorizon

AUTOMOTIVE & TRANSPORT CATEGORY – SPONSORED BY LV=

DPD UK

FINANCIAL SERVICES – BANKING & INVESTMENT

World First

HOSPITALITY, LEISURE, RETAIL & TOURISM

Levy Restaurants

INDUSTRIAL

Bristan Group

INSURANCE SERVICES

LV= Life

IT&TELECOMS

KC

NOT FOR PROFIT & PUBLIC SECTOR

Motability Operations

PROFESSIONAL SERVICES

Business Environment

SME – SPONSORED BY SAGE

Smith & Morris Retail Ltd

INDIVIDUAL & TEAM CATEGORIES

PROFESSIONAL OF THE YEAR

Gareth Byrne – Pearson/Edexcel

PROFESSIONAL WOMAN OF THE YEAR

Fiona Templeton – Scottish Water

CUSTOMER EXPERIENCE TEAM OF THE YEAR – LOVING THE CUSTOMER

British Gas

CUSTOMER EXPERIENCE TEAM OF THE YEAR – FINANCIAL SERVICES

Nationwide Society (South Barking Team)

CUSTOMER EXPERIENCE TEAM OF THE YEAR – IT, SYSTEMS & TELECOMS

Three UK

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LIFETIME ACHIEVEMENT AWARD

Emeritus Professor Malcolm McDonald, an internationally renowned marketing specialist, was presented with the Lifetime Achievement Award yesterday at the UK Customer Experience Awards 2013.

Malcolm has written more than 40 books and is a graduate in English Language and Literature from Oxford University, in Business Studies from Bradford University Management Centre, has a PhD from Cranfield University, a DLitt from Bradford University and a DSc from the Plekhanov University of Economics in Moscow.

Until 2003 he was Professor of Marketing and Deputy Director of Cranfield School of Management, with special responsibility for E-Business. Malcolm has a wealth of industrial experience, working as Marketing and Sales Director of Canada Dry, and as Chairman of Brand Finance plc for seven years. He spends much of his time working with the operating boards of many of the world’s biggest companies on every continent.

Malcolm was presented with the prestigious award by Cranfield colleague Professor Leo Murray at the gala luncheon at The Grand Connaught Rooms in London.

Receiving the Lifetime Achievement award Malcolm said: “Cranfield has a rich heritage in helping organisations, big and small, to create shareholder value by creating customer value.

“In all my 75 years I have never known a company go bankrupt because of poor products. They fail because of a lack of customers. 80% of all corporate value resides in intangible assets, which don’t appear on balance sheets, yet it is these assets, principally customer relationships, which create customer value.

“The UK Customer Experience Awards is a fabulous initiative that recognises the main driver of corporate profitability and I am extremely proud to have been given this prestigious award.”

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