We Connect Archives ⋆ Awards International

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Marijana VitasMarijana VitasJuly 17, 20207min2010

ICXA ® is a worldwide CX movement, giving you the chance to meet and compete with companies from all over the world and our mission is to connect people and give them a chance to create good stories with Awards International world.

Ali Alkhazali, a Corporative Customer Experience Manager at Abu Dhabi Ports, is someone who attended the International Customer Experience Awards 2019 and took home three awards – Best Customer Experience Strategy Gold Award, Best Digital Strategy Silver Award and Digital Transformation Bronze Award. We wanted to hear what he thinks about this kind of an event:

“One of the best and biggest events I ever attended for customer experience, with diversities of industries from different countries around the words, although it wasn’t the first event I attend and take home awards, this was my first time to be the 1st one on the stage.”

What were the reactions in the company after such an amazing success? 

“Celebrate another success, share it with our customers in social media, and eager to invest more in improving customer experience.”

Do you think that there is a difference in the approach to Customer Experience in different cultures? 

“Yes indeed, setting the expectations is the key to customer satisfaction, as expectations are different from a culture to another, it will require a different approach.”

When it comes to networking, have you made a connection that made an impact on you, your colleagues or even your business? 

“New connections on a personal level.”

Having a positive mindset is always very important but especially now when maintaining a business can be challenging during this crisis. How do you cope with the situation, business-wise? What advice are you giving to your colleagues and to other businesses?

“This is a real evaluation of the level maturity level of business to deal with crises, and the amount of investment they had in technology to be able to work from home, we were able to move smoothly without any impact on our CX.”

What is Abu Dhabi Ports currently working on? Are there new projects in the near future?

“Many things and big projects that will make a difference to our customers.”

Ali will share his experience at our upcoming ICXA Networking Meeting on the 23rd of July and he’ll share his experience with all of the previous finalists, winners and judges. Ali, good luck and we wish to hear more winning stories from you!

International Customer Experience Awards are a full-day experience, and this year will be held fully online using the latest videoconferencing software.

  • From 9 am to 5 pm, finalists present their initiatives in front of independent judging panels: this is the Awards Finals. Each category will have its own “room”, administered by a member of the Awards International team, in which each of the category’s presentations will take place. Many of these are open to spectators, so you’ll have the opportunity to attend open presentations throughout the day and see dozens of examples of top customer experience.

We’re also organising a series of #CXTrendTalks™, in which leading CX specialists will discuss the latest developments in customer experience and give you useful, practical advice.

  • In the evening, we’ll enjoy the online Awards Ceremony, which will feature keynote speakers, a charity raffle, amazing entertainment and, of course, the announcement of the winners in each of the 16 categories. At the end of the ceremony, we’ll also find out the Overall Winner!

Throughout the day, you’ll have the chance to learn, connect – and win so nominate your initiative today: https://internationalcxaward.com/how-to-enter

 


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Emilija VacevEmilija VacevMay 4, 20209min3870

We met the QASSS Ltd team earlier in the year at the UK Complaint Handling Awards 2020. Their enthusiasm, will to thrive and learn at the same time left an impact on us as well as the Judges, as they took home two awards.

It’s no surprise to hear that QASS have been leading the way in supporting businesses in this time, providing them with all the necessary information regarding the current situation. Having started this year with two awards, they are now using their platform to help others and improve themselves as well. This whole process has made them stronger, proving that we need to stay connected and united in order to prevail.

QASSS Ltd specializes in alternative dispute resolution, working with companies where complaints have hit ‘deadlock’ and are then passed to QASSS to resolve and avoid the need for referral to an Ombudsman or court proceedings. QASSS specializes in the home improvement sector, with a heritage in consumer protection, being responsible for the following consumer protection schemes: Double Glazing and Conservatory Ombudsman Scheme (DGCOS), the HIES Consumer Code and the Home Improvement Consumer Protection Scheme (HICS). The company employs 28 people and is approved by the Chartered Trading Standards Institute (CTSI).

 

Ciarán Harking, managing director of the QASSS ltd spoke about their experience at the awards, how to help businesses at this uncertain time and their plans for the future.

‘Given it was our first UK Complaint Handling Awards experience, we found the whole experience to be brilliant. For us as a small company to be recognized alongside household names was not only a massive boost to everyone in the team, but it was also evidence that what we were doing was positive and making a difference for consumers and businesses alike.’

 

The UK Complaint Handling Awards was their first awards ceremony and it had a huge impact on the team.

 

‘They were very excited, and although it was our first awards ceremony, the competitive side kicked in and everyone wants to come back and win gold! So everyone was really happy, but most definitely have a hunger for more success.’

 

Our events are all about networking. We organise networking sessions to help our attendees meet fellow professionals and hopefully find new business opportunities.

 

‘Clearly, we have befriended the man behind the heroes and villains series in Don Hales. We have connected with a number of our judges, and as a result of the awards have started to follow a number of companies in attendance, such as Capita Remediation Services.’

 

The crisis that hit all of us a few months ago has had an enormous impact on business. The QASSS team is doing their best to meet their customer needs.

 

‘We felt it was important that we continued to operate as normally as we could, so that both businesses and consumers had an information point. Keeping them updated on how the pandemic was affecting the industry and what their options were. We have been providing specific information around government initiatives, cyber security and more recently, what companies should be thinking about in a post-lockdown world. We have also offered a free service to consumers where we will find them alternative home improvement companies to complete any work in their home, where their original trader has temporarily closed, leaving them in a position where their home is either unsafe or insecure. We recently invested in video capture technology which allows us to virtually inspect issues that consumers may have, and feed this information to companies such as insurers, finance lenders or contractors, who can then plan work accordingly based on the level of vulnerability within someone’s home.’

 

Maintaining a business is challenging at this time and people should have something to look forward to, now more than ever. Not losing a positive mindset is crucial but sometimes hard.

 

‘Every threat presents an opportunity and there is so much for businesses to learn from these challenging times. For our colleagues, it’s about looking forward to a much more digital, data driven, post lockdown world, where we can take on more business and produce even better results. The key to getting there is maintaining our consistent approach in being a trusted business support partner. Although it’s difficult now, we know there is an exciting future for us. For businesses we work with, the main focus now is cashflow. By now they will have stripped out a lot of cost, that upon reflection they really didn’t need in the first place. As a result, when they get through this difficult period, they are likely to have a lower cost base than what they did before. They will likely be much more digital and have a better focus on their people processes. They have had an opportunity to complete a lot of those housekeeping tasks they keep putting off, and finally, they almost have a chance to start again. They can reflect on life before the lockdown and what wasn’t working. They can then reflect on what successful measures they had to bring in during the lockdown, and bring those forwards.’

 

And, of course, we wanted to know their plans and what we can expect from QASSS Ltd in future.

 

‘Well if you remember at the awards we talked about our ADR Superheroes challenging industry dispute resolution times, and hitting new records for the industry. We believe we can go even faster, and we believe we can do so by introducing the latest cutting edge, digital technology.  So our clients will be seeing a lot more automation, media and of course data! All of this, in turn, should create even better customer experiences for those using our services.’

 

The next episode of the Winsight Webinar series is with QASSS Ltd – you can register here.

If you have a story to tell – CONTACT US! We would be more than happy to hear what you have to say and to share it with the rest of the Awards International world.


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Emilija VacevEmilija VacevApril 14, 20205min1750

Amanda is a Business Consultant with over 20 years’ experience in senior roles, leading teams of up to 1500 people to exceed key performance targets and deliver regulatory governance. She specialises in customer service and complaint handling transformation and has a proven track record for success and for putting the customer experience at the heart of change.


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Emilija VacevEmilija VacevApril 9, 20205min2450

Rob Ettridge is one of our long-standing judges whose experience and expertise add in to the whole Awards Experience. He is the co-founder at customer experience consultancy Red Lorry Yellow Lorry. The lorries help organisations improve customer experience through better communications. He’s managed customer engagement, cultural change and tone of voice communications projects for leading financial, retail, utilities and manufacturing clients.