The winners of the 2021 CX Elite Awards, presented by CX Network during the annual Experience Forum this week, have been announced.
Over 600 CX practitioners attended the ceremonies, which were held as part of the three-day virtual event.
Chanice Henry, editor-in-chief at CX Network took to the virtual stage to present the CX Elite Awards, celebrating the outstanding CX performances brands have shown over the last 12 months.
Henry said: “It was a real honor to celebrate a suite of brands dedicating themselves to enriching the lives of customers and being a force of good in society. Looking at the submissions for the 2021 CX Elite Awards, it is clear that all nominees have a lot to be proud of and are doing impressive things in order to do right by their customers.”
The winners of the 2021 CX Elite Awards are as follows:
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Best Customer Centric Culture - Winner: DSV Panalpina
DSV Panalpina was awarded Best Customer Centric Culture as a result of its continued excellence in changing and adapting corporate culture and behavior to become more customer centric. The company combined its CX and EX strategy to drive cultural change to achieve extraordinary CX throughout the whole organization, thinking about the customers’ needs at all times.
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Best Use of Insight and Analytics - Winner: NatWest
NatWest took home the award for Best Use of Insight and Analytics as it has continued to excel in using CX initiatives to act on customer feedback. By using customer feedback to uncover customer stories and unlock value in customer data to create more engaging, meaningful and relevant customer experiences, NatWest is committed to using insights to adapt and continually improve its customers experiences.
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Best CX Transformation - Winner: Allianz
Allianz won Best CX Transformation as it has overhauled its CX initiative to become customer-centric in its mindset. The company has defined a strategic agenda and has shown that customer experience is the top priority of all actions. The VOC program has shown that it is an essential tool to drive transformation within the organization.
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Best Response in Adapting to The Pandemic - Winner: Virgin Money
It has been a tough 12 months for all businesses, but despite this, Virgin Money has reacted to the pandemic like no other organization. The company was awarded Best Response in Adapting to the Pandemic as it has taken everything in its stride and put the customer at the heart of everything it does. Virgin Money’s Money on Your Mind (MOYM) initiative has been a huge success and has shown how a traditional survey model can be turned on its head and used in a unique and innovative way.
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Best CX Impact - Winner: Tesco
Tesco took home the award for Best CX Impact as it demonstrated ROI through its CX Initiatives to show value in its program and the impact its success has had on achieving business results. Tesco has shown commitment to focus on what matters most to its customers and really focus on its customers shopping experience at a granular level to analyze the whole journey and take action to resolve customer pain points.
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Best CX Innovation - Winner: MediaMarktSaturn
MediaMarktSaturn achieved the award for Best CX Innovation as the company recognized a need for change to better serve its customers through the implementation of an innovative customer experience initiative to create more relevant and inspiring customer experiences. They have demonstrated this through overcoming CX and HR silos and aligning CX initiatives with corporate leadership to drive employee engagement and create an innovative omni-channel listening approach which gives insights to drive continuous improvement.
First launched in 2019, the CX Elite Awards are designed to celebrate the achievements and successes of CX professionals who positively impact the customer experience.
Entry to the awards was open to all companies that were running a customer experience program. The submissions were reviewed by a committee of CX professionals from various industry sectors.