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WINSIGHT WEBINARS RECORDINGS

We’ve had some amazing winners over the years. At our various Awards, we’ve heard outstanding stories of individuals and organisations reaching new heights of customer experience and business success.

Now we’re sharing that winning inspiration with our Winsight Webinars series. These feature organisations that have wowed the judges and triumphed at our Awards in the past, and give you the chance to ask your questions and find out what they did so well.

Take a look at the recording of our past Winsight Webinars below.

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Customer Centric Culture

Awards: UK Customer Experience Awards 2019

Presenter: DeAnna Avis, National Customer Experience Lead & Vicki Starrs, Service of Tomorrow Consultant from - Solus Accident Repair Centres

Host: Yvette Wise, Director - Capita

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.”
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Resolver Vulnerable Situations

Awards: UK Complaint Handling Awards 2020

Presenter: Sophie Collis, Operations Manager - Co-op

Host: Helen Pettifer, Director - Helen Pettifer Training

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.”
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Best Complaint Handling

Awards: UK Complaint Handling Awards

Presenter: Ciarán Harkin, Managing Director @ QA Scheme Support Services Ltd (QASSS)

Host: Basia Szumska-Hare Business Development Director @ Capita Customer Management

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."
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Best Customer Experience Strategy

Awards: Awards International

Presenter: Ali Alkhazali, Corporate Customer Experience Manager @ Abu Dhabi Ports

Host: Edwin Best, CRM and customer experience expert | Founder and owner @ The Best CRM & CX

At our International CX Awards, we’ve heard the outstanding story from Abu Dhabi Ports, the organisation who transformed the customer service level.
Judge's Feedback: Very good presentation with clearly defined vision and mission, and sensible stages of the process. Valuable customer journey mapping and I liked the focus on taking ownership of elements that are outside Abu Dhabi Ports control. I loved the fact that all senses were utilized in the customer experience vision, particularly sound, smell. Good to have the involvement of top management. organisations reaching new heights of customer experience and business success.Use the opportunity to find out why Abu Dhabi Ports wowed the judges and triumphed at our Awards.
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Well Being at Work

Awards: Awards International

Presenter: Mel Harper, Marketing Manager & Jessica Aldersley, HR & Operations Director @ Comply Direct Ltd

Host: Kerry Gidziewicz, Executive Search Consultant @ Douglas Jackson

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.  
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Online Customer Experience/Utilities

Awards: UK Customer Experience Awards 2019

Presenter: Ailsa Roworth-Kear, Head of Marketing @ Octopus Energy

Host: Simon Rustom, Managing Director @ Customer Consulting Limited

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.”
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