The inaugural Irish CX Impact Awards were held last November, bringing together leading Irish and multinational organisations that have placed the measurement and management of customer experience at the centre of their business planning.
Tech-driven solutions of recent years have created the tools to measure every stage of customer experience (CX) and use the resulting data to inform decision-making. There are both challenges and opportunities within this ever-evolving CX environment as more detailed feedback drives innovation and evolution of the channels through which businesses engage with their customers. Irish businesses are rising to meet the challenges, as evidenced by these new awards which honoured a range of different areas of CX, including the retail, digital and financial services sector, and more.
Announcing the 2019 programme, which will take place on October 16th at Croke Park, Tom Bortolozzo, from the organisers said: “From the response to the inaugural awards it is clear that the Irish CX community welcomed this new forum where their work could be reviewed and benchmarked by their peers. Over 30 organisations supported the event, and based on feedback we expect the 2019 programme to grow significantly.”
After two wins on the big night, customer strategy director for Actavo, Ann-Marie O’Donnell, said: “We are honoured to have been selected as CX Champion of the Year 2018. Customer experience is a differentiator for Actavo in our service delivery and drives everything we do. This award recognises that commitment. What makes the achievement all the more rewarding is that the judges for the CX Impact Awards were drawn from our peers and their regard for our work really matters. The award will spur on Actavo to work even harder to deliver world-class customer experience to our markets.”
Another winner included Musgrave, who took home awards for CX Team of the Year and CX Impact in Supermarket/Grocer. CX manager Charlotte Buckley said: “Musgrave are delighted to accept these awards as recognition of the relentless focus and investment that SuperValu make in improving consumers' experience. It is also in acknowledgement of the hard work and focus put in by our dedicated store owners and staff on giving shoppers the best experience in the Irish market.”
The Department of Foreign Affairs and Trade were proud winners of the CX Impact in Digital and the Tánaiste and Minister for Foreign Affairs and Trade, Simon Coveney said: “The receipt of the Impact in Digital Award is a significant achievement for the Passport Service and the Department of Foreign Affairs and Trade, demonstrating the ability of staff and what is capable in terms of public sector innovation.”
The Irish CX Impact Awards were supported by patrons The CX Company. “The CXIA Awards are the Oscars of the Irish CX industry. It was an honour to take the role as patron of the inaugural event. The Awards bring together leading brands, both large and small, and the most passionate CX practitioners across the country. The judging process takes best practice from some of the most respected awards programmes globally and applies them brilliantly. All companies that made it as a finalist should be immensely proud of the work that they are doing to show their love and commitment to their customers,” said Michael Killeen, chairman of The CX Company.
Another organisation who made the night possible is CXPA.org, the global non-profit organisation dedicated to the advancement and cultivation of the customer experience profession. Agnieszka Anna Jozwiak, CX&UX consultant and CXPA Ireland board member said: “I'd like to take an opportunity to thank everyone involved for making the launch awards so memorable. CXPA is very proud to be the professional partner to the Customer Experience Impact Awards and to invest in validating the CX profession as well as CX community in Ireland. For me, personally, it was a great honour to sit amongst esteemed judges who share one vision of making Dublin a centre of excellence for the CX industry. After all, it's all about having an impact.”
The Irish CX Impact Awards are run by Business River. The full winners' list is available below, and to read about other Business River events visit their news hub.
Customer Experience Framework
Outstanding Contribution to CX
CX Team of the Year
Winner: Musgrave CX Team
CX Impact in Supermarket/Grocer
Winner: Musgrave Online Shopping
CX Impact in Retail
CX Impact in Food/Drink/Restaurant
Winner: Jameson Distillery Bow St.
CX Impact in Auto/Fuel
Winner: Circle K Ireland
CX Impact in Specialty
Winner: Customer Experience Framework, Actavo
CX Impact in Entertainment & Leisure
Winner: Vagabond Tours
CX Impact in Financial Services
Winner: Irish Life Financial Services
CX Impact in Insurance
CX Impact in Telecoms
Winner: Virgin Media
CX Impact in Utilities
Winner: SSE Airtricity
CX Impact in Business IT & Technology
Winner: Version 1
CX Impact in Digital
Winner: Online Passport Renewal Service, Department of Foreign Affairs and Trade