In one of our previous blogs we spoke about Douwe getting the opurtunity to be a judge at the International Customer Experience Awards 2018. On the 20th of November Douwe had the opportunity to be a judge at the International customer experience awards 2018. He was selected to judge in two categories: ‘Client Relationship Management’ and ‘Best Customer Experience Strategy’ (Customer Centricity). Douwe took the opportunity to write about his experience of the day, you can read about his day in our blog:
“On the 20th of November 2018 I had the pleasant opportunity to be a judge at the International Customer Experience Awards. I was selected to judge in the categories ‘Client Relationship Management’ and ‘Best Customer Experience Strategy’ (Customer Centricity). All nominees presented their great Customer Experience showcases. Some of these cases were very innovative, since they used new ICT capabilities. Others showed a real cultural change of how they delivered Customer Experience to their customers.
As a judge I was anxious to see what the main reasons were for a competitive Customer Experience. In almost all of the cases the offering of convenience was one of the main drivers. Besides that, all nominees invested a lot of time listening to their customers and to learn from them. One of the biggest achievements we saw was the fact that the nominees succeeded in realizing a sustainable change in culture and customer approach.
In both of the categories for which I judged the award winners had been able to deliver the perfect mix of becoming a Customer Experience organization, with Customer Experience focused business processes and with the right (ICT) tools using the relevant customer data. And more and most important, they invested and continue to invest in the skill set and competences of the employees throughout all the levels.
It was very fascinating to see that across the world Customer Experience drivers are quite generic. It fits in every country and society, as an almost natural process. Customers all over the world expect a reward in convenience and the real attention they deserve. To succeed in Customer Experience, focus on the five pillars for sustainable change: your organization, the customer oriented business processes, customer focused tools, customer data and skills of your staff and partners.
Last but not least, I want to congratulate the organization with the success of the first Customer Experience Awards. It was a great experience to be a judge at this interesting event, I learned a lot, I got inspired and I found a lot of Customer Experience peers. I am looking forward to the International Customer Experience Awards for 2019.
You can find all award winning companies on the International Customer Experience Awards website. ”