Winners and Finalists 2019

We are proud to present the winners of the International Customer Experience Awards 2019.
The day consisted of the live entry presentations in the morning followed by the superb gala lunch and highly anticipated awards ceremony. Congratulations to all our finalists and winners.

See you again next year!

Neil Skehel, CEO Awards International

Best Customer Experience Strategy

Gold Winner

Abu Dhabi Ports

Silver Winner

Mouwasat Medical Services Co.

Bronze Winner

The Real Estate Development Fund

Finalists

The Real Estate Development Fund Fastly Abu Dhabi Ports G Adventures UXBERT Labs Mouwasat Medical Services Co.

Headquartered in Abu Dhabi, the capital of the United Arab Emirates, Abu Dhabi Ports is a company that owns, manages and operates 11 ports and terminals in the UAE and Guinea. Since its establishment in 2006, Abu Dhabi Ports has been completely aligned with the economic plans and directives of Abu Dhabi Governments 2030 Economic Vision, by playing a pivotal role in the growth of the emirate, contributing 3.6% of Abu Dhabis non-oil GDP growt. Our Vision To be the preferred provider of world-class integrated ports and industrial zone services.

Best Customer Experience Strategy - CX and Beyond

Gold Winner

Telkom Indonesia

Silver Winner

TUI Benelux

Bronze Winner

Northern Gas Networks

Finalists

TUI Benelux Telkom Indonesia Dubai Electricity and Water Authority Northern Gas Networks The Bicester Village Shopping Collection Diversey Turkish Airlines

Telkom Indonesia (Telkom) is a State-Owned Enterprise engaged in the field of Information and Communication Technology (ICT) services and networks in Indonesia. Service portfolios are grouped into three: Digital Connectivity, Digital Platform and Digital Services with approximately $9B revenue, 200 million subscribers, 42 subsidiaries and 25K employees. In transforming to become a digital telco, Telkom implemented a customer-oriented business and operational strategy towards an agile company that adapts to the fast-changing industry. Telkom also aims to increase efficiency and effectiveness in creating a high quality customer experience.

Best Customer Experience Strategy - Programme / Project

Gold Winner

The Holly Private Hospital: Aspen Healthcare

Silver Winner

Caterpillar

Bronze Winner

E.ON

Finalists

Oman Telecommunications Company The Holly Private Hospital: Aspen Healthcare E.ON Samsung Electronics Turkey ambuzzador GmbH in partnership with Austrian Airlines AG eNett International Caterpillar Metro Turkey

Renowned for delivering outstanding healthcare, The Holly Private Hospital (part of Aspen\r\nHealthcare) is one of the UKs leading private hospitals, providing services to 10,000 patients each month. Our mission is to provide first-class independent healthcare for the local community in a safe, comfortable and welcoming environment; one in which we would be happy to treat our\r\nown families. Our professional and expert team has extensive experience in delivering exceptional healthcare and we are renowned for our high standards of care and friendly atmosphere with 99% of patients saying they would recommend us to family and friends.

Customer-Centric Culture

Gold Winner

Centre MK

Silver Winner

AIB

Bronze Winner

Platinum Services @ Dublin Airport

Finalists

Assist Digital Centre MK AIB Dubai Electricity and Water Authority Kramp Platinum Services @ Dublin Airport

Centre MK is a regional shopping centre located in Milton Keynes, Buckinghamshire, England which is about 50 miles north-west of London. The shopping centre is a grade II listed building which opened in 1979. At Centre MK, we want to provide you, our Guests, with an enjoyable and relaxed shopping environment that offers a complete day out for everyone under one roof. We pride ourselves on offering our Guests a vast mix of the most loved high street shops and restaurants whilst continuously investing in our centres' unique events space, which acts as a central hub for a variety of free activities each month.

Customer-Centric Culture - Transformation

Gold Winner

Aspen Healthcare

Silver Winner

Northern Gas Networks

Bronze Winner

Swisscard AECS GmbH

Finalists

Aspen Healthcare Česká spořitelna Northern Gas Networks HP Inc. Vita Student Swisscard AECS GmbH The Bicester Village Shopping Collection

Aspen Healthcare is the proud operator of eight award-winning private healthcare facilities across the UK, including four hospitals, two specialist cancer centres and three day-surgery hospitals and has over 1,400 employees. We are renowned for the highest standards of patient care, commitment to excellence and outstanding patient safety record. Aspen Healthcare's mission is to: provide first-class independent healthcare in a safe, comfortable and welcoming environment, one in which we would be happy to treat our own families.

Business Change or Transformation

Gold Winner

Northern Gas Networks

Silver Winner

Dubai Electricity and Water Authority

Bronze Winner

Sky (Retail)

Finalists

Sky (Retail) Pochta Bank Dubai Electricity and Water Authority Northern Gas Networks Spearline

NGN safely and reliably delivers gas to over 2.7 million homes and businesses across the North East, northern Cumbria and much of Yorkshire. We are leading the way the most cost-efficient business of the UK's eight gas distribution networks. We deliver an exceptional service to our customers, as well as a host of social and economic benefits to our region. We employ around 2000 colleagues, who provide a range of services, from attending gas emergencies, to upgrading the underground infrastructure, and helping our customers most in need.

Business Change or Transformation - Customer Experience

Gold Winner

Actavo

Silver Winner

Dell Technologies

Bronze Winner

Telkom Indonesia

Finalists

E.ON Worldline tado° GmbH in partnership with Q experience Telkom Indonesia Actavo The Bicester Village Shopping Collection Dell Technologies SVA Social Security Service for Entrepreneurs in Austria

Actavo is an outsourcing engineering solutions business, operating in 100 locations globally employing a workforce of 5000 staff. Our In-Home Solutions division is trusted to install, repair and maintain services to 1.5 million homes annually. Our highly-skilled In-Home team delivers end-to-end project management services for the world's leading digital TV, fibre, home energy, water and telecoms companies. As an extension of our clients' brands, our team understand the importance of delivering the highest level of customer experience, which has resulted in long-lasting client relationships.

Customer Insight & Feedback

Gold Winner

iSupplyEnergy

Silver Winner

Dubai Electricity and Water Authority

Bronze Winner

PostNL

Finalists

iSupplyEnergy Turkish Airlines Oman Telecommunications Company Airbnb & Voxpopme KCB Group Enerjisa Česká spořitelna Dubai Electricity and Water Authority PostNL

iSupplyEnergy is a UK based energy supplier to the domestic market. It is part of Vattenfall, which is owned by the Swedish state and is one of Europe's largest energy companies. iSupplyEnergy has a mature operating capability and is an established brand in the UK's energy supply market. It's focussed on securing and retaining loyal customers by supplying green energy at an affordable price and delivering high-quality, customer-centric service levels. iSupplyEnergy is a licenced supplier of electricity and gas, managing 190,000 UK customer accounts and employing 250 staff. It was founded in Bournemouth, England in 2012 and was acquired by Vattenfall in 2017.

Best Measurement in Customer Experience

Gold Winner

AIB

Silver Winner

PostNL

Bronze Winner

KCB Group

Finalists

Turkish Airlines AIB KCB Group Dubai Electricity and Water Authority Shell The Real Estate Development Fund PostNL ambuzzador

AIB is a financial services group operating predominantly in the Republic of Ireland. Providing a comprehensive range of services to retail, business and corporate customers. Leading retail banking franchise in Ireland with over 2.7m personal and SME customers with one of the largest databases in Ireland complete with customer accounts and transactional data. Leading provider of financial services to personal and SME customers with a full suite of services, including daily banking, consumer credit, wealth management, savings and investments. Largest physical distribution network in Ireland with 295 locations, multiple contact centres and providing full online and mobile banking funct

Customer Complaints

Gold Winner

Dell Technologies

Silver Winner

Umniah

Finalists

Dubai Electricity and Water Authority Umniah Oxford Dell Technologies

Incorporated in 1996, Dell India has been among the fastest growing technology companies in the country. An engine for Dell's global growth, Dell India is a strategic component of Dell's transformation into a true IT solutions partner and a trusted IT advisor focused on end-to-end offerings. Dell has invested significantly in building end-to-end solutions and delivery capabilities - sales & marketing, manufacturing hub, Dell Services, R&D Centre, Customer Contact Centers, Dell IT, Global Analytics and Global Financial Services besides setting up a distribution network of commercial and retail channel and a service network that spans over 650 locations across India.

Employee Empowerment

Gold Winner

Aspen Healthcare

Silver Winner

Oxford

Bronze Winner

National Bank of Fujairah

Finalists

Aspen Healthcare Metro Turkey Worldline National Bank of Fujairah ambuzzdor GmbH, 360° communications Gmbh in partnership with OMV Deutschland GmbH eNett International Oxford

Aspen Healthcare is the proud operator of eight award winning private healthcare facilities across the UK, including four hospitals, two specialist cancer centres and three day surgery hospitals and has over 1,400 employees. We are renowned for the highest standards of patient care, commitment to excellence and outstanding patient safety record. Aspen Healthcare's mission is to: provide first-class independent healthcare in a safe, comfortable and welcoming environment, one in which we would be happy to treat our own families.

Contact Centre

Gold Winner

HP Inc.

Finalists

Oman Telecommunications Company Abu Dhabi Digital Authority in partnership with Teleperformance D.I.B.S Dubai Electricity and Water Authority HP Inc.

HP Inc is a provider of products, technologies, software, solutions & services to individual consumers, small- and medium-sized businesses and large enterprises. We are the leading printing and personal systems technology company in the world. Care Center (CC)- Bangalore operates as the remote support team supporting the global customer across all regions 24x7 supporting 80 countries, 7.4 M contacts, 83 M Web sessions from the customers & partners generating a revenue of $6 M annually. We have achieved all the above with our drive to deliver the best in class customer loyalty index >64. We engineer experiences that amaze every one of our customers with a rallying cry No Customer Left Behind

Digital Transformation

Gold Winner

Swimtime

Silver Winner

Shell

Bronze Winner

Abu Dhabi Ports

Finalists

Turkish Airlines Dubai Health Authority Swimtime DASA Diagnósticos das Américas Abu Dhabi Ports Shell Umniah

Swimtime founded in 1998, is the UK's largest independent provider of swimming lessons teaching around 20,000 children to swim every week in hundreds of venues. Swimtime provides swimming lessons via a network of franchisees and hundreds of teachers, in every corner of the UK, to a wide range of consumer needs from babies to adults in their 80s. In 2016, Swimtime was purchased by the current owner Theo Millward who identified huge scope for customer experience innovation to improve the quality of lessons, the experience and most importantly empower the next generation to be more active, healthier, and socially engaged with one another.

Best Digital Strategy

Gold Winner

KCB Group

Silver Winner

Abu Dhabi Ports

Bronze Winner

Sberbank

Finalists

Huemen Design KCB Group ContactEngine in partnership with Verizon Wireless Abu Dhabi Ports Sberbank Shell

KCB Bank Group Limited, is a regional financial services holding company based in the African Great Lakes region. The Group's headquarters are in Nairobi, Kenya, with its subsidiaries being KCB Bank Kenya Limited, KCB Bank Burundi Limited, KCB Bank Rwanda Limited, KCB Bank South Sudan Limited, KCB Bank Tanzania Limited, KCB Bank Uganda Limited, KCB Capital and KCB Insurance Agency. Our Customer's promise is simplifying your world to enable your progress. The Customer Experiences vision is to make each Customer interaction a delightful and memorable experience.

Most Effective Customer Experience in Social Media

Gold Winner

HP Inc.

Finalists

KCB Group HP Inc. Dell Technologies

HP Inc is a provider of products, technologies, software, solutions & services to individual consumers, small- and medium-sized businesses and large enterprises. We are the leading printing and personal systems technology company in the world. Care Center (CC)- Bangalore operates as the remote support team supporting the global customer across all regions 24x7 supporting 80 countries, 7.4 M contacts, 83 M Web sessions from the customers & partners generating a revenue of $6 M annually. We have achieved all the above with our drive to deliver the best in class customer loyalty index >64. We engineer experiences that amaze every one of our customers.

Best Use of Mobile

Gold Winner

Dubai Health Authority

Silver Winner

Telefónica Germany GmbH & Co. OHG

Bronze Winner

Tatra banka, a.s.

Finalists

Dubai Health Authority Tatra banka, a.s. Sberbank Sberbank Sberbank Sberbank Telefónica Germany GmbH & Co. OHG

The Dubai Health Authority (DHA) was created, in June 2007, by Law 13 issued by Vice President and Prime Minister of the UAE, Ruler of Dubai, to include strategic oversight of the health sector in Dubai and enhance private sector engagement.\r\nIn May 2018,Duabi government issued Law No. (6) The new Law further enables DHA to achieve its objectives including regulating medical\r\nIn addition to overseeing the health sector for the Emirate of Dubai, the DHA also focuses on providing services through DHA healthcare facilities including Latifa, Dubai, Rashid and Hatta Hospitals, its 12 primary healthcare centers, 17 medical fitness centers and its 6 specialty centers.

Customer Experience Leadership

Gold Winner

KCB Group - Job Njiru

Silver Winner

The Bicester Village Shopping Collection - Marco Nijhof

Bronze Winner

Metro Turkey - Melih Özgül

Finalists

Metro Turkey Abu Dhabi Digital Authority in partnership with Teleperformance D.I.B.S KCB Group The Bicester Village Shopping Collection JT Oman Telecommunications Company

KCB Bank Group Limited, is a regional financial services holding company based in the African Great Lakes region. The Group's headquarters are in Nairobi, Kenya, with its subsidiaries being KCB Bank Kenya Limited, KCB Bank Burundi Limited, KCB Bank Rwanda Limited, KCB Bank South Sudan Limited, KCB Bank Tanzania Limited, KCB Bank Uganda Limited, KCB Capital and KCB Insurance Agency. Our Customer's promise is Simplifying your world to enable your progress. The Customer Experiences vision is to make each Customer interaction a delightful and memorable experience.

Customer Experience Team

Gold Winner

KCB Group

Silver Winner

Platinum Services @ Dublin Airport

Bronze Winner

Unitymedia – A Vodafone Company

Finalists

KCB Group Unitymedia – A Vodafone Company Caterpillar Platinum Services @ Dublin Airport Kira Systems

KCB Bank Group Limited, is a regional financial services holding company based in the African Great Lakes region. The Group's headquarters are in Nairobi, Kenya, with its subsidiaries being KCB Bank Kenya Limited, KCB Bank Burundi Limited, KCB Bank Rwanda Limited, KCB Bank South Sudan Limited, KCB Bank Tanzania Limited, KCB Bank Uganda Limited, KCB Capital and KCB Insurance Agency. Our Customer's promise is Simplifying your world to enable your progress. The Customer Experiences vision is to make each Customer interaction a delightful and memorable experience.

Customer Experience Team - Transformation / Solution

Gold Winner

Telkom Indonesia

Silver Winner

innogy SE

Bronze Winner

tado° GmbH in partnership with Q experience

Finalists

Shell tado° GmbH in partnership with Q experience Telkom Indonesia Vita Student innogy SE

Telkom Indonesia (Telkom) is a State-Owned Enterprise engaged in the field of Information and Communication Technology (ICT) services and networks in Indonesia. Service portfolios are grouped into three: Digital Connectivity, Digital Platform and Digital Services with approximately $9B revenue, 200 million subscribers, 42 subsidiaries and 25K employees. In transforming to become a digital telco, Telkom implemented a customer-oriented business and operational strategy towards an agile company that adapts to the fast-changing industry. Telkom also aims to increase efficiency and effectiveness in creating a high quality customer experience.

Overall Winner

Gold Winner

Dubai Health Authority