Enter CX Impact in Utilities - B2C

This award recognises your achievements in measuring and managing Customer Experience excellence over the past 12 months in the Utilities (water, gas, electricity) sector that delivers better outcomes for your customers and ultimately your own business or organisation.

Entry is by a five A4 page submission. The judges will be looking for clear information that is backed up by facts and pays particular attention to the criteria listed below:

a. What was your challenge?
(Define your CX challenge/’s and or objectives. How did you identify these via research, insights, customer and staff feedback etc.)

b. What did you do, how did you approach it, and who did what?
(Explain your strategy to above challenges, the approach you took, who was involved from what departments and over what time period. Consider the approach to your CX culture change within. Cover the customer journey from welcome, getting to know you and win back. What impact did it have on advocacy? Share any activities directed at internal management and staff training and immersion. How did you embed staff for the future? How did the organisation engage as a whole?).

c. What was the impact?
(How did you measure the impact, what did you learn and what were the specific impacts on customers, staff and the business as a whole).

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