PSD Associate Director, Rob Dermott, from our Customer Contact team
was recently asked to judge at the UK Customer Experience Awards 2017. This is
one of the most important events in the calendar for Customer Experience (CX)
professionals across the UK.
Rob was involved in judging
the finalists in the 'Best Contact Centre - Small' and 'Return on Customer
Experience' categories. Both categories included a mix of organisations from a
variety of sectors such as Power NI, East Sussex Highways, Bristan, Business
Stream, and Optivo.
The 'Return on Customer Experience' category -
The 'Best Contact
Centre - Small' category:
The Best Contact Centre - Small category
demonstrated the diversity of how to drive CX. Solutions ranged from ensuring
agents were empowered to make decisions, utilising technology to reduce call
volumes so that those with issues could get through to speak to someone, to
organisations who are passionate about driving customer retention through
improvements to NPS or other CX measures.
Optivo who won this category demonstrated real innovation
around customer contact channels by implementing a new online channel - 'My
Account' - which ensures that customers can 'Click & Connect', freeing up
agents to focus on more pressing requirements whilst customers can increasingly
Rob caught up with Chris
Roberts, CRM Manager - Homes & Counties, Optivo
regarding what it was like to enter and win:
How did you end
up entering the CS Awards 2017?
We're proud of the work we
do to help and encourage customers to get online. These awards gave us the
opportunity to celebrate this work and learn from others who deliver an amazing
What was your experience on the day
We really enjoyed the experience. The nerves kick in
a little when you're about to meet the judges but they settle when you get into
Congratulations on winning the category! How did
winning make you, your manager and your team feel?
a great feeling for the team on the day, we were all delighted! The win showed
how committed our new organisation is to delivering a brilliant customer
experience, every time.
Rob thoroughly enjoyed his role as chair for
each category and ensured that judges scored consistently. “This was the third
time that I have judged at the CX awards and it was great to get the Best
Contact Centre - Small category in particular as smaller contact centres are
often overlooked in favour of the big scale, big brand operations. There was a
real mix of clients represented and a great level of innovation in customer
experience strategies, something that smaller organisations may find easier to
“Being in the industry for so long also meant that there were
a number of industry professionals that I was able to catch up with to find out
how they were getting o.n with Customer Experience innovation. It is always a
pleasure to introduce professionals to like-minded individuals who may then go
on to share a practice.”
"Thank you to The UK Customer Experience Awards for hosting
such a collaborative and fun event."