News : ResponseTek Announces Global Winners of Inaugural 2015 Customer Experience Awards
London, UK, May 17, 2016 -- ResponseTek announced the inaugural ResponseTek C.A.R.E. Awards to recognise clients that are best in class in the execution of their Voice of Customer programme. The C.A.R.E. Awards recognise companies that are customer-centric, action oriented, results obsessed, and employee led. Essentially, the awards recognise clients who care so much about customer feedback that they have made it central to their business transformation.
Global winners were selected from more than 100 qualifying clients across North America, Europe, Asia, Middle East and Africa. In order to qualify, the Voice of Customer programme must be operating at scale and across multiple customer contact channels such as retail/branch, contact centre, field operations, or digital properties.
There are five main category winners for the C.A.R.E. Awards, each highlighting a key element of ResponseTek's proprietary CEM Methodology:
The "Listen" Award – T-Mobile Austria for highest mobile/SMS survey response rates; British Columbia Automobile Association (BCAA) for highest email survey response rates.
The "Learn" Award – ANZ Bank (Australia) for largest percentage of employee base directly connected to a VoC programme.
The "Act" Award – Three UK for having the most active employee base within their programme.
The "Engage" Award – Desjardins (Canada) for achieving the highest success rate in their two-way (closed loop) customer engagement activities.
Overall Best in Class Programme – ANZ Bank for the most improvement during 2015, and dedication to transforming their business based on the Voice of the Customer.
"We are proud to announce a group of global winners that have demonstrated real business improvements as a result of their focus on customer experience," said Syed Hasan, CEO of ResponseTek. "These companies are true leaders in the era of modern, outcome-based CEM in which brands not only listen to customer feedback in real-time, but share insights across the entire organisation, and then transform the business with follow up actions."
Posted by Veronica Silva Cusi, news correspondent
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ResponseTek allows quality-driven Fortune 500 firms to increase revenues and profits by dramatically reducing customer turnover. The company’s Customer Experience Management (CEM) solutions enable organizations to continually improve the quality of their customer service by delivering up-to-the-minute, front-line customer experience information to their key decision-makers. ResponseTek can help them act on problem areas in their business immediately - creating more satisfied, loyal and more profitable customers.
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