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CX Impact Awards celebrate Irish industry’s top performers

The awards ceremony was held in Croke Park, Dublin, on Thursday, November 7th

The recent Irish CX Impact Awards 2019, hosted in Croke Park, gathered leading CX professionals from the most admired companies operating in Ireland. Awards were handed out across 16 different categories recognising the professionals, teams and organsations that deliver CX as a core business strategy to drive improved performance.

The Department of Foreign Affairs and Trade received two awards on the night, Fiona Penollar, director of the Passport Service, commented on their success; “We are delighted to gain recognition of the success of the improved customer experience which the Passport Service is delivering to Irish citizens in its busiest year so far. Both of these awards are a great achievement as the Passport Service was in competition with many deserving entries.”

Gas Networks Ireland were awarded the CX Impact in Utilities award, customer experience manager, Marie Lyster said; “The CX Impact Awards 2019 is a wonderful event to recognise great CX. We’re delighted to win the CX Impact in Utilities award. It recognised the efforts of all employees, and business partners of Gas Networks Ireland put into delivering for our customers and has left us motivated to do even better in 2020.”

Kuehne + Nagel Ireland won the CX Impact in Transport award, Alison Moore, customer experience manager, told us about how receiving the award has effected them; “Kuehne+Nagel were honoured to receive the CX Impact in Transport award as we have worked hard at delivering an excellent customer experience. It has given us a great boost to continue to thrive in CX by focussing on exceeding our customers’ expectations and giving an exceptional experience, every time to every customer.”

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AIB left as CX Champion 2019 and were awarded the CX Impact in Financial Services award and the Best Use of Data Analytics in CX, head of customer experience, Paul Allen, commented on the night; “To receive three awards on the night was a fantastic achievement and to be recognised as the CX Champion 2019 has not only given everyone in AIB working to deliver better banking experience further validation for everything we achieved this year but a push to do more.”

An independent panel of recognised expert judges, both domestic and international, drawn from academia, business and broader related sectors determined each winner of the night, judging co-ordinator, Agnieszka Anna Jozwiak, customer experience consulting & advisory, CXPA Ireland, spoke on the judging process and the awards night; “Having established strong ground with the CX Impact Award last year, it was great to see so many leading customer experience (CX) initiatives be rewarded in 2019. CX programs are gaining strength and this year’s recipients demonstrate Ireland’s commitment to exceptional service. As a judge coordinator, I was delighted to be able to attract global experts onto our panel, allowing Irish CX programs to take their place on the international stage. This is a great testament to practitioners in the field. CXPA Ireland is proud to partner with this fantastic initiative and we are looking forward to further promote CX Industry.”

The awards were sponsored by Idiro Analytics, CEO, Aidan Connolly said; “As Ireland’s pioneering customer analytics consultancy, our expertise lies in building transformative customer experience strategies, driven by advanced analytics. We are committed to providing support to the CX community in Ireland and to lead the way in instilling a customer-centric culture across the Irish business community. To be able to support the Irish CX Impact Awards, which is dedicated to showcasing excellence in CX, was a great honour for us and we would like to congratulate all of the night’s winners for their fantastic achievements.”

Full judging panel:

  • Agnieska Anna Jozwiak, CX&UX consulting, CXPA
  • Diane Magers, chief experience officer, Experience Catalysts
  • Deirdre Wafer, EMEA & LATAM marketing insights manager, Linkedin
  • Gerard O'Neill, chairman, Amárach Research
  • Pat Watt, director of sales & marketing, McKesson Ireland
  • Lorraine Walsh, director of customer experience, Laya Healthcare
  • Joanne Boyle, head of customer experience, AXA Insurance
  • John Carroll, Jameson Brand Homes
  • Ann Marie O'Donnell, global customer strategy director, Actavo
  • Stuart Russell, customer experience manager, Permanent tsb
  • Susan McNulty, CX transformation consultant
  • Kari Mickelson, global customer experience lead, MoneyGram International
  • Lisa Nance, senior vice president, manager, client experience, Texas Capital Bank
  • Mark Slatin, senior vice president and director of client experience, Sandy Spring Bank
  • Gabe Smith, CCXP content manager, CXPA

To read about other BusinessRiver events,

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The full list of winners is available below.

1. CX Champion 2019

Winner: AIB

2. CX Leader 2019

Winner: Jan Richards

Winner: The Customer Service Hub Team, Passport Service, Department of Foreign Affairs and Trade

Shortlisted companies:

AIB

KBC

Platinum Services at Dublin Airport

SSE Airtricity Home Energy Credit Control Team

The Customer Service Hub Team, Passport Service - Department of Foreign Affairs and Trade

4. CX Impact in Pharmacy/Health

Winner: Meaghers Pharmacy Group

Shortlisted companies:

Meaghers Pharmacy Group

RCSI

5. CX Impact in Retail

Winner: Eason

Shortlisted companies:

Circle K Ireland

Eason

Marqette

Paddy Power Betfair

6.CX Impact in Speciality 

Winner: Actavo

Shortlisted companies:

Actavo

Ardmac

RCSI

Solus

7. CX Impact in Transport

Winner: Kuehne + Nagel

Shortlisted companies:

Iarnród Éireann Irish Rail

Kuehne + Nagel

Travelmaster

8. CX Impact in Entertainment & Leisure

Winner: Paddy Power Betfair

Shortlisted companies:

Abbey Theatre

Cannonball Ireland

Grooveyard

Killruddery

Paddy Power Betfair

Winner: AIB

Shortlisted companies:

AIB

Fexco trustMinder

Ifac

RSA Ireland & 123.ie

Standard Life Adviser Dashboard

10. CX Impact in Professional Services

Winner: Fenero

Shortlisted companies:

Ardmac

Fenero

KC Services Ireland

11. CX Impact in Insurance

Winner: RSA Ireland & 123.ie

Shortlisted companies:

AXA Ireland

RSA Ireland & 123.ie

12. CX Impact in Telecoms

Winner: Spearline

Shortlisted companies:

Enet

Spearline

Winner: Gas Networks Ireland

Shortlisted companies:

Gas Networks Ireland

Solus

SSE Airtricity

14. CX Impact in Business IT & Technology

Winner: Version 1

Shortlisted companies:

Cora Systems

Standard Life Claims Pipeline

Version 1

15. CX Impact in Digital

Winner: The Passport Service - Department of Foreign Affairs and Trade

Shortlisted companies:

Ardmac

Core Optimisation

ProfileTree

The Passport Service - Department of Foreign Affairs and Trade

Travelmaster

Version 1

16. Best Use of Data Analytics in CX

Winner: AIB

Shortlisted companies:

AIB

Idiro Analytics