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