2020 UKCSEA WINNERS ANNOUNCED!

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The UK Customer Service Excellence Awards will return for its third year to Café de Paris, London, to celebrate customer service success in the insurance and broker markets.

 

Launched in 2018, in association with Modern Insurance Magazine, this unique event focuses on purely customer service in the insurance industry, benchmarking success, innovation and positive business change for the customer.

 

With new trends on the horizon and more changes on the way, there are now more options than ever when it comes to choosing insurance, and customers want firm assurance that the company they choose puts the customer first and at the heart of their product offering. The Customer Service Excellence Awards offers you the opportunity to achieve a seal of approval and make your company the preferred customer choice. This accreditation rewards your hard work and ongoing attention to detail, proudly positioning your company as a leader within the market and gives you the opportunity to tell the world you are the best! The award categories have been designed to allow you to showcase all areas of customer service, whether that’s your call centre, your claims staff, your charitable work, how you go the extra mile in all aspects of customer service as well as many more customer-centric categories, there is something for everyone! The judging panel is made up of some of the UK’s leading customer service experts who demand very high expectations – meaning this is a very prestigious accolade to win. So, if you feel your business and your staff deserve recognition for championing customer service excellence, then be sure to nominate for free and get your tickets for one of the most exciting events of the year.

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CATEGories

BEST
CUSTOMER
ENGAGEMENT

■ Demonstrate customer engagement through various platforms, including social media, apps

and mobile devices to enhance the customer journey

■ Demonstrate a successful brand strategy, examples including the use of analytics to identify

target groups, connecting with customers through social media, employing traditional

marketing mediums

■ Must be able to demonstrate continued customer engagement rather than isolated instances

■ Examples of an integrated campaign to improve market reach, assessed by empirical

evidence as well as creativity

BEST
CUSTOMER
RETENTION
AND
LOYALTY

■ Assessed on evidence of customer care initiatives that positively influence

the customer journey and encourage retention and repeat business

■ While customer loyalty must be evidenced, it is not necessary

this comes from a specific customer loyalty programme

■ Judges will look for new and innovative methods or channels of customer

retention, with evidence on how such developments have improved retention

BEST USE OF CUSTOMER
FEEDBACK

■ Utilisation of customer feedback to improve service offering for customers

■ Demonstrate staff engagement with customer feedback procedures

■ Evidence of effect of successful utilisation of customer feedback on customer retention

INVESTMENT IN COMPANY CULTURE

■ Demonstrate engagement with staff at all levels within the company and the impact of this on efficiency and customer service – how does this transpire itself through your contact centre and reach your customers 

■ Creating a positive company culture that encourages progress and development through training opportunities

■ Exceptional motivation of staff through inclusion, progression and equal opportunity initiatives

■ Demonstrate a top-down approach to exceptional customer service, with examples of role model behaviour in leadership positions that embeds itself throughout the business

BEST USE OF CUSTOMER SERVICE TECHNOLOGY

■ Demonstrate an improved customer journey through the use of technology

■ Examples include engagement through social media, alternative media platforms, and interaction through mobile technology

■ Can include integration of back-end systems that may not directly interact with customers, but nonetheless improve the customer experience/journey

■ Evidence that implementation of new technology has improved efficiency, quality or accuracy

of service

BEST CUSTOMER SERVICE PRODUCT -BUSINESS

■ A product that has positively impacted an area of company culture or increased efficiency

■ Innovation through new methods of service delivery

■ Evidence of successful integration of product into existing processes and systems

■ Successfully identified and addressed a market gap or customer need

■ How the product is measured and how those results are utilised

■ Successfully identified and addressed a market gap or customer need

■ Product emphasises customer care, and improves systems previously in place

■ Demonstrate success of product performance in regards to the customer journey

■ Simplifies or improves customer interactions

■ Ease of access/use to the customer

■ Contributes to consistency of customer care

BEST CUSTOMER SERVICE PRODUCT-
CUSTOMER
OUTSTANDING
CUSTOMER
JOURNEY

■ Exceptional customer care throughout the entire customer journey, from enquiry through to conclusion of business

■ Improved customer service through development of supply chains and partnerships

■ Customer-centric mindset evidenced across the business with a clear strategic vision

■ Demonstrate added-value for customers across available products and services

■ How businesses have responded to changing customer needs and expectations

ABOVE
AND
BEYOND

■ Can include examples of isolated major or extraordinary issue resolution

■ Demonstrate examples when customer expectations have been exceeded

■ Innovation and outside the box thinking in addressing customer needs or issues

■ Provide an innovative contribution towards the transformation of their sector with a long

lasting effect

■ Judges will look for exceptional examples of going the extra mile for the customer

■ Has the individual/team/business made an impact beyond their immediate team/business

department

FIGHT AGAINST FRAUD

■ Demonstrate an effective and innovative approach to combatting issues of fraud

■ Evidence a significant positive influence on the industry fraud challenge

■ Effective deployment of technology or methodology that successfully combats issues of fraud

BEST NEW BUSINESS INTIATIVE

■ Demonstrate how a new business or business initiative has had a significant impact on the customer

■ Identification of a market gap or customer need that the business initiative has successfully addressed

■ Examples may include integration of new technologies to improve the customer journey, use of new platforms to facilitate customer interactions, or innovative new products available to customers

GIVING IT BACK TO CHARITY

■ A business or campaign that can evidence significant success in fundraising endeavours

■ Demonstrate an innovative approach to fundraising to great success

■ Encouragement of teamwork and staff engagement to drive fundraising efforts

■ Demonstrate influence of fundraising on supported charities or the community

 
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SPONSORS

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After party kindly brought to you by

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Wine kindly brought to you by

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MODERN INSURANCE MAGAZINE

Rachael Pearson 

01765 600909

rachael.pearson@charltongrant.co.uk

EVENT & NOMINATION ENQUIRIES

Ellie Geldart

01765 694163

ellie@charltongrant.co.uk

 

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