Co-op Service Centre consolidated complaints handling across its Food and Funerals businesses, embedding consistent standards based around a clear and simple purpose: to “Put it right” when things go wrong.

They delivered a bespoke Resilience training programme leading to transformed outcomes for their most vulnerable customers.

Judge feedback: “Encouraging to see that they are stepping outside the box and looking at different ways to appease the customer instead of redress. The Heart training initiative, and how the agency listened to their teams to create a bespoke solution and the launch is impressive.”

ON INVITATION ONLY

Time: 14:00 BST
Topic: CX: Stories, Quiz and Networking

Agenda: 

• Opening
• CX trends
• Panel Discussion & Networking
  • Technology in CX
  • Employee Experience
  • Busineess Transformation
• CX Quiz
• Virtual networking

QASSS is leading the way in home improvement dispute resolution. In 2019, they began ‘Resolution Revolution’ and set themselves the tremendous task of resolving complaints in under a week, and in September 2019, they drove the average time down to just 2 days.

Judge’s Feedback: “The strategy was very bold, worthwhile and deployed very successfully, with some exceptional results. The resolution revolution idea was very clever and a great strapline for people to get behind. Impressive to see the continuous improvement, even during the year of implementation, and striving to deliver even higher levels of service even when the original goal had been beaten.”

Octopus Energy has proudly earned TOP TrustPilot ranking for energy suppliers with 5* ratings (by 92% of their customers), and recognition as the ONLY Which Recommended Energy Supplier for 2018 and 2019. Octopus Energy were double Winners at the UK Customer Experience Awards 2019.

Judge feedback: “A great opportunity to build an operation from scratch with a customer centric approach that has clearly made its mark in changing the industry norm.”

Solus are Aviva’s group of repair centres, rated #1 by customers, achieved through their innovative approach to customer-centric culture. Solus achieved the highest scores across finalists from all other categories at the UK Customer Experience Awards 2019 which made them Overall Winners.  swept the UK CX Awards taking home four awards

Judge Feedback: “Fabulous presentation delivered with passion and precision. Interesting journey showing real thought about customers via mapping.”

No matter the size or sector of your organisation, these Awards celebrate outstanding digital achievements. It’s a chance to celebrate and reward your team’s talent while raising your profile and attracting a new network of customers. We have a 97% event satisfaction rating, and 92% of our attendees would recommend to a friend or colleague – find out more about what makes this event so special!

This webinar reveals how did a Leader implement a winning idea in their organisation from start to winning.

Our Award Winner is disclosing the 9 winning steps they took to take the Gold Award to their team.

Find out how our Award Winner developed a strategy that impressed our Judges and earned well-deserved Gold Trophy.

Our Award Winner is sharing their planning strategies and impressive results that brought them the Gold Trophy at one of our Awards Programmes.

Building a Winning Culture for your Organisation may seem like a difficult task to achieve. Our Award Winner will help you understand how they managed to do that by implementing an initiative and winning the Gold Award.

Recognising your team for their achievements and supporting their professional development helps you build team morale. Our Award Winner will talk about how their team involvement helped them become a winning organisation to their competitors but, more importantly, to their team.

At our various Awards Programmes, we’ve heard outstanding stories of individuals and organisations reaching new heights of customer experience and business success.

Here, you will have the opportunity to hear inspirative story from Jessica Aldersley and Mel Harper from Comply Direct for whom this was truly winning year:

• Silver Winner at the UK Business Awards 2020 for the Wellbeing at Work category.
• Gold Winner at the UK Employee Experience Awards 2020 for Health and Wellbeing of its People category.
• Gold Winner at the International Business Excellence Awards 2020 for Best Place to Work category.
• Overall Winner at the International Business Excellence Awards 2020.

Use the opportunity to find out why this organisation wowed the judges and triumphed at our Awards.

Being innovative in your organisation opens your path to success. Our Award-winner is presenting their project that did exactly that.

How do you know when you have developed a leadership style that fits your organisation perfectly? Our Award Winner is revealing how they chose the right leaders that lead their organisation to success.