The winners of the CX Elite Awards, presented by CX Network during InMoment's XI Forum, have been announced. The CX Elite Awards annually celebrate the outstanding CX performances of brands.
Over 200 CX practitioners attended the ceremony, which took place during the three-day virtual event. The awards were presented by CX Network in collaboration with a panel of CX experts from a range of industries.
Stephan Thun, managing director and president of InMoment, said: "We are thrilled that our clients Sky, Trumpf and Unicredit have won CX Awards. All of the winners have impressive results from their CX programs and are absolutely doing the right thing for their clients and for their businesses. A real win-win situation."
Below we present the winners of the CX Elite Awards.
Best CX Impact - UniCredit
UniCredit was awarded the Best CX Impact award in recognition of its CX program which was rolled out internationally and across all areas of the business. The initative both set and achieved clear objectives, and is positioned to continue achieving measurable success for the business.
The global approach to CX helped standardize the measurement and management of customer satisfaction, while also giving markets the freedom to respond to local circumstances.
Best CX Insights and Analytics - TRUMPF
TRUMPF received the award for Best CX Insights and Analytics for its Net Promoter Score (NPS)+ program. This saw TRUMPF use customer feedback as well as numerous other data and signals such as social media data, operational data and financial metrics to generate and make better decisions with improved insights and analytics.
Due to this, TRUMPF was able to pinpoint increased cross-selling and upselling opportunities. The company was also able to identify and intervene with customers who are willing to churn at an early stage.
Best Customer Centric Culture - Winner: Sky Deutschland
Sky Deutschland won Best Customer Centric Culture this year due to its initiative to introduce a new cross-site CX solution for internal and external customer service. This CX solution accelerated the building of a customer-centric culture across the entire business. This resulted in improved customer understanding and personalized and faster resolution of complaints.