Winners And Finalists

"I am proud to present the winners of the UK Customer Experience Awards 2017. For the first time, we held the finals during the day and enjoyed a black tie evening event.  Congratulations to all our finalists and winners.

 See you again next year!”

 Neil Skehel, CEO Awards International

Sector Specific

Best financial services - banking & investment
Winner

Virgin Money plc

Connecting Colleagues and Customers…The Virgin Money Way

We’re on a mission to make our customers love us. Through a series of innovative initiatives – we’re doing exactly that.

Silver
  • Zopa Ltd
  • Zopa’s project to improve customer experience
Finalists
  • Firstsource Solutions UK Ltd
  • IQ Option Ltd.
Best financial services - insurance services
Winner

Direct Line Group

Direct Line Group – Best Insurance Services

An integrated approach to align the organisation top to bottom and engage our people behind the Customer Mission.

Finalists
  • Qualtrics in partnership Allianz Global Corporate & Specialty
  • VitalityHealth
Contact centre - large
Winner

Sky in partnership with FirstSource

Transforming Cardiff’s contact Centre’s Customer Experience

Partners Sky and Firstsource embarked on a four-year transformation journey which saw their Cardiff contact centre place the customer at the heart of their strategy.

Silver
  • BT
  • BT Dundee Connections
Finalists
  • 60K International Contact centres
  • Barclays Bank PLC
  • Express Gifts Ltd. in partnership with ResponseTek Networks Corp.
  • Intelenet Global Services in partnership with Barclays
  • Samsung UK
  • Mindpearl
  • Talk Talk
Contact centre - small
Winner

Optivo

Click & Connect

Click & Connect at Optivo makes it easy for customers to engage in new, efficient, convenient and cost-effective ways.

Silver
  • East Sussex Highways
  • East Sussex Highways – Customer Centric Approach
Finalists
  • Bristan Group
  • Business Stream in partnership with Cap Gemini
  • ISN Software UK Ltd
  • Power NI
  • Scottish Widows
Hospitality, leisure and travel
Winner

Red Funnel in partnership with Brand Biology

Red Funnel

By empowering all employees to ‘think like a customer’, Red Funnel improved their NPS, increased customer compliments and reduced complaints.

Silver
  • London Midland in partnership with VCCP, Whoosh and icomera London Midland Motion
Finalists
  • Fitness First
  • Mindpearl and Kiwi.com
  • Mitchells and Butlers with Maru/edr
  • ROL Cruise
  • Webhelp
International business
Winner

CPM Barcelona

A world-class multi-lingual Social Media Team serving the world’s greatest engineering company and a truly iconic, award winning British brand.

Silver
  • Fitness First
Finalists
  • PPL
  • Mindpearl
  • Qualtrics in partnership with Allianz Global Corporate & Speciality
  • Qualtrics in partnership with Belron
Technology & telecoms
Winner

Finastra

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

Finastra: A Global fintech leader driving world-class B2B Customer Experience, Engagement & Advocacy

Silver
  • SilverNatterbox Limited
  • Best Cloud Telephony Solution for Customer Experience
Finalists
  • Chess Limited
  • Finastra
  • Natterbox Limited
  • Talk Talk
  • XLN
Transport & logistics
Winner

Bidfood

Driving Change through service excellence

Bidfood is serious about service and step-changing the customer experience. Ourinnovative service excellence approach has transformed our customer offer.

Finalists
  • Hiab Limited
  • JustPark
Utilities
Winner

Octopus Energy

Octopus Tracker

Octopus Tracker: the UK’s fairest and most transparent energy tariff.

Silver
  • Business Stream in partnership with Cap Gemini & Pathfinder
  • A new vision for Business Stream
Finalists
  • Affinity Water
  • CNG Ltd
  • Scottish Water
  • Spark
  • Webhelp
  • Love Energy Savings

Discipline Specific

Best customer experience training company
Winner

Brand Biology

Brand Biology’s unique approach empowers employees to provide exceptional customer experience, delivering immediate, measurable and sustainable improvements.

Finalists
  • PwC's Academy
Best customer experience training initiative
Winner

Direct Line Group in partnership with Blue Sky

CONNECT – A customer service transformation programme

DLG looked to make insurance easier, and better value, for customers. ‘Connect’ was created, with Blue Sky, to deliver this.

Silver
  • GAME in partnership with Growth Engineering
  • GAME Learning Zone by GAME and Growth Engineering
Finalists
  • Gamelearn on behalf of Phone House
  • Kaplan International
  • The Guinness Partnership
  • The Mears Group Plc
Business change
Winner

Business Stream in partnership with Cap Gemini

Making the boat go faster

How our Digital Customer Experience Programme (DCX) is turning the tide for our customers

Silver
  • Rank Group Plc
  • Transforming Rank Group Customer Service
Finalists
  • Affinity Water
  • Countrywide Conveyancing Services
  • Hiab Limited
  • Mindpearl, MindTribes and Santa Fe Wridgeways
  • PPL
  • Scottish Water
Business transformation
Winner

BT

BT’s Customer Service Transformation Journey

An update on BT Consumer’s progress in transforming its customer service

Silver
  • Direct Line Group in partnership with Blue Sky
  • CONNECT – A customer service transformation programme
Finalists
  • Barclaycard
  • Bidfood
  • Connect Managed Services with Northumbrian Water Group
  • Clarify Solutions
  • Fitness First
  • PwC’s Academy
  • Lloyds Banking Group
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

Skipton Building Society – Bury Branch – ‘Leading the way by putting the needs of those with Dementia first

Silver
  • Capital One
  • Capital One Principle Based Servicing
Finalists
  • Kingsbridge Contractor Insurance
  • VitalityHealth
Customer at the heart of everything (employee training and development)
Winner

The Holly Private Hospital

Putting patients at the heart of everything we do

Our customers are the foundation of our business. Developing collaborative relationships with them is central to achieving our vision.

Silver
  • Affinity Water
  • Customers in our heart and at the base of our foundations
Finalists
  • 60K International Contact centres
  • Baxi customer Support
  • Edam Group
  • Pension Protection Fund (PPF)
  • Signifo Ltd - trading as webexpenses
  • The Mears Group Plc
  • XLN
Customer at the heart of everything (listening to the customer)
Winner

Barclays CI

Continuous Improvement Delegated Authorities

Revolutionary new process created for the identification, review and instant set-up of new Delegated Authority arrangements for Barclays customers.

Silver
  • Scottish Water
  • Placing the customer at the heart of everything we dos
Finalists
  • Wolseley in partnership with B2B International
  • Business Stream in partnership with Pathfinder
  • Home Energy Scotland in partnership with Energy Saving Trust (EST)
Customer at the heart of everything (use of technology)
Winner

The Share Centre

Adapting our digital experience led by customer insight.

Closing the gap between promise and reality to create an experience led by our customers.

Silver
  • UKCloud
  • UKCloud Ideas – get involved and shape our roadmap
Finalists
  • Eviivo
  • Love Energy Savings
  • Qualtrics in partnership with Belron
  • Rank Digital Plc
  • Xero UK Limited
  • Rank Group Plc
Customer centric culture (employee driven transformation)
Winner

Capital One

Capital One Principle Based Servicing

Through Principle Based Servicing Capital One has empowered its frontline to transform the customer experience -doubling its NPS score in one year.

Silver
  • Waitrose in partnership with Maru/edr
  • Waitrose 'Have Your Say'
Finalists
  • EdPlace
  • Elite Telecom PLC
  • Finastra
  • GAME in partnership with Growth Engineering
  • Power NI
  • PPL
  • Trentbarton
Customer centric culture (insight and feedback)
Winner

Business Stream

Putting Customers 1st

Putting customers first'– How our customer focused strategy is changing Business Stream for the better.

Silver
  • MOO Inc.
  • Building customer centricity through cross-functional collaboration
Finalists
  • M&C Saatchi PR on behalf of iD Mobile UK
  • Primark
  • Qualtrics in partnership with Allianz Global Corporate & Specialty
  • Scottish Water
  • XLN
Digital CX innovation
Winner

London Midland in partnership with VCCP, Whoosh and icomera

London Midland Motion

A world-first app-free on-board Wi-Fi and entertainment service and communication programme, leveraging simple consumer insights to enhance customer experience

Silver
  • BT
  • BT Consumer.com – digital transformation
Finalists
  • Business Stream in partnership with Cap Gemini
  • EE in partnership with Metricell
  • Jacada
  • MOO
  • Nomensa on behalf of Virgin Media Business
  • Rank Group Plc
  • Xero UK Limited
Employee engagement (learning, development and engagement)
Winner

The Holly Private Hospital

The Holly Private Hospital: Transforming Employee Engagement with Project FIRST

Renowned for our high standards of nursing care and friendly atmosphere, The Holly Private Hospital is one of the South East's leading private hospitals.

Silver
  • Direct Line Group
  • Direct Line Group - Best Employee Engagement
Finalists
  • Adept Vehicle Management
  • Brand and deliver Ltd
  • Intelenet Global Services in partnership with Barclays
  • Molson Coors in partnership with The Global Group
  • My Home Move
Employee engagement (return on investment)
Winner

StaySure

Staysure- Employee Engagement

Investment in our people through our ‘Stepping Stones’. Engaging ownership of personal development– contributing to performance improvements and customer satisfaction.

Silver
  • Countrywide Conveyancing Services
  • Employee Engagement
Finalists
  • Bristan Group
  • Canon in partnership with the SAVO Group
  • Countrywide Conveyancing Services
  • Recruitment Juice in partnership with Growth Engineering
  • Sparks Grove on behalf of Dixons Carphone
  • StaySure
Engaging customer online
Winner

FoundIt! on behalf of Amara

16% Sales Growth from Aligning Customer Experience to Shopper Intent

FoundIt! A big data platform that optimizes landing pages for shopper intent, to reduce bounce rates, increase engagement, and conversions.

Silver
  • EE in partnership with Metricell
  • Revolutionising the Coverage Checker for EE Customers
Finalists
  • 60K International Contact centres
  • Firstsource in partnership with NOW TV
Insight and feedback
Winner

Business Stream

How customer feedback drives action

Listening and responding to customers’ needs

Silver
  • Affinity Water
  • Customer engagement central to our BAU
Finalists
  • Business Stream
  • Central England Co-operative
  • FeeFo Holdings Ltd
  • Fitness First
  • Kindred Group
  • Swisscom (Switzerland) Ltd
Insight and feedback (financial services)
Winner

Direct Line Group

Best Insight and Feedback

An integrated approach to align the organisation top to bottom and engage our people behind the Customer Mission.

Silver
  • Barclays
  • Barclays Overseas Services: The Account Opening Transformation
Finalists
  • RBS
  • StaySure
New/improved product
Winner

Direct Line Group

Direct Line Group - New or Improved Product

Delivering ‘High Performance’ insurance by overhauling business processes and delivering customer led propositions that have shaken up the insurance industry.

Silver
  • Lloyds Banking Group
  • PCA Digital Journey
Finalists
  • BT
  • Direct Line Group
  • Select Property Group
  • XLN
Return on CX
Winner

Kindred Group

Silver
  • BT
Finalists
  • Kindred Group
  • BT
Use of social media
Winner

Scottish Water

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

Passionate about providing an innovative and leading service by connecting and enriching customer relationships through their channel of choice.

Finalists
  • Brand and deliver Ltd
  • YPO

PEOPLE SPECIFIC

CX professional of the year
Winner

Firstsource Solutions UK Ltd

Kath Chivers - Transforming the Contact Centre Customer Experience

Committed to delivering superior customer service, Cardiff-based Kath Chivers works to raise customer service standards across the UK contact-centre industry.

Silver
  • Countrywide Conveyancing Services
  • Laura Matthews – Customer Experience Professional of the Year
Finalists
  • Mindpearl
  • Sixty K (60K)
  • Xero UK Limited
CX professional woman of the year
Winner

Sparks Grove UK

Clare Flitton, CX Professional Woman of the Year

Clare is pioneering efforts to bring private sector learning and insights into government, improving the experience of UK Citizens.

Silver
  • Jaga Heating Products UK
  • Nora Conlon - Delivering Excellence in Customer Service
Finalists
  • Qualtrics in partnership with Global Corporate & Speciality
  • Sixty K (60K)
CX team of the year (customer engagement)
Winner

Scottish Water

Scottish Water - Going the Extra Mile

Pan Scotland multi-disciplinary team delivering exceptional customer service for 5 million customers across Scotland, even when things may go wrong.

Silver
  • MOO Inc.
  • CX is owned by everyone
Finalists
  • Affinity Water
  • Trentbarton
  • XLN
  • 60K International Contact centres
CX team of the year - (financial services)
Winner

Capital One

Capital One UK Fraud and Disputes team

The Capital One U.K. Fraud and Disputes team has implemented an ambitious customer advocacy programme which has doubled its NPS score.

Silver
  • VitalityHealth
  • VitalityHealth – The Use of Insight to Create a Unique Vitality Experience
Finalists
  • Barclays
  • Scottish Widows
  • The Central Region Team – Skipton Building Society

OVERALL WINNER



Winner

Capital One

Capital One Principle Based Servicing

Through Principle Based Servicing Capital One has empowered its frontline to transform the customer experience -doubling its NPS score in one year.