4 Leaders of Customer Experience
October 11, 2017
Today we announced our winners of the Clarabridge Customer Experience Awards for the Europe, Middle East and Africa (EMEA) region! Spanning a variety of industries, the winners have all demonstrated innovation, leadership and measurable results with their customer experience programmes:
CXC Luminary Award: Honours an organisation that has made a corporate shift to elevate customer experience to a top-tier business strategy.
- Wargaming: Wargaming consistently receives a lot of player feedback, but manually analysing the survey data was proving inefficient and subjective. By automating the analysis process, Wargaming is able to more effectively listen to, analyse and act on player feedback. Importantly, the team is able to understand what specifically drives player sentiment scores, and makes product and process changes as a result. Customer experience forms a fundamental role in the player journey and Wargaming is committed to consistently innovating and elevating the services it offers its players.
CXC Innovation Award: Recognises an organisation whose customer experience programme demonstrates out-of-the-box thinking and/or innovative concepts.
- Vodafone UK: Vodafone UK is currently on an organisational-wide journey to transform its customer experience programme, with specific emphasis on its social engagement. Since embarking on this journey, Vodafone UK has seen dramatic improvements to its social customer service programmes: Twitter and Facebook response times have reduced from 4 days to under 30 minutes, customer sentiment has consistently improved, and the company has drastically expanded its social presence, making itself more available to even more customers.
CXC Revvie Award: Recognises a company with proven return on investment and bottom line revenue impact.
- Greene King: Greene King has put the Voice of the Customer at the heart of all business decision making. By actively listening and analysing customer feedback from multiple sources, including TripAdvisor, customer surveys and social media, Greene King has been able to act on its customers’ preferences, ensuring customer loyalty. The team has been able to drive product innovation, including new menu offerings that quickly became a top 10 bestseller for the brand, and offer updated training programmes based on direct customer feedback.
CXC Diamond Award: Honours a company whose CX programme is multi-faceted and shines brightly within the organisation. Its CX programme demonstrates vision, strategy, execution and results.
- NMBS/SNCB (Belgium Rail): A Clarabridge customer for the past 4 years, NMBS Belgium Rail has transformed its social media management programme. NMBS now responds to social comments and queries within minutes, providing fast, reliable and effective social customer care. NMBS actively listens to customer feedback, launching new creative product lines and partnerships, such as travel offers during school holidays or festival seasons, and showcasing local musical talent at its stations. Customer care is at the core of the organisation and NMBS is constantly innovating to provide the best experience for its customers.
To learn how you can follow the examples of these leaders, and build your own customer experience programme, have a read of our eBook: Building a Customer Experience Focused Organization