Eleven Finalists Compete In 2017 Customer Contact Innovation Awards

Eleven organisations have been shortlisted to win the 2017 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 25th at the close of the annual Customer Strategy & Planning conference organised by The Forum.

The Award Finalists for 2017 offer great examples of transforming customer experience in contact centre operations, as well as in the wider organisation – from digital transformation or better conversations to operational focus and engagement in the back office or among field engineers. There are great role models for Planning, Insight, Quality, Customer Experience and Continuous Improvement teams – as well as operations teams at all levels.

“This year’s innovations have something for everyone, because they demonstrate how successful teams can transform the experience of both customers and colleagues, while at the same time making some very real cost or revenue benefits to the business”, explains Paul Smedley, Founder and Chair, The Forum. “All professionals will learn a huge amount from their conference presentations and the member site visits.”

The full list of finalists are:

• Choice architecture drives better conversations at Aegon
• Transforming service delivery by field engineers at BT Research & Innovation
• Focus on the quality of service at the Financial Conduct Authority (FCA)
• Assisted customer journeys at HSBC Business Banking
• Operational engagement and focus in the back office at IFDS
• People build success with continuous improvement at L&G
• Outsourcing & digital transformation at Shop Direct
• Segmentation: creating a culture of experts at Sky Betting & Gaming
• Insight, resourcing & operational transformation across Europe at Staples
• The visual, multi-channel, real-time dashboard at Three Ireland
• Contact Centre Transformation at Thomson and the TUI group

14 external judges are involved in the judging process, many of whom are previous award winners or finalists themselves, in addition to senior specialists and managers at The Forum. They will now visit each centre during January and February for an in-depth evaluation.

Initial feedback includes: “Very good interesting case studies. I’m interested in seeing best practice, interested in seeing something I can learn from”, Ian Gibson, Director of Shared Services, Ingeus.

“Some of the stories become wider and broader as we go through them and the variety in achievements is great”, Tracey Johnson, Planning Lead, RSA.

“The diligence we go through to ensure nominees are worthy of the award is excellent”, Adrian Hawes, Director, Select Planning.