2018 Awards Finalists

Customer Experience Award

Virgin Media
Eric Mullane
SuperValu
Siobhan Hennessy
Bank of Ireland
Lisa Ryan
KBC Bank
Caroline Donnellan
AIB
Will Cronin

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Virgin Media

Eric Mullane

Virgin Media has demonstrated excellence and distinction in customer experience that has culminated in increased customer loyalty, staff engagement and business results. With the customer positioned very much at the centre, the strategy is encapsulated in ”Make Good things happen”, and the strategic priority to “Grow Customer Experience”. Customer feedback is paramount with the insights gained through the Voice of the Customer via NPS and the employee feedback initiative being used to shape better experiences and journeys. A Customer Council led by the CEO means that initiatives to improve CX can be agreed rapidly. Results have been very strong, with uplifts in NPS, first time resolution, and customer satisfaction.
Winner
SuperValu

Siobhan Hennessy

SuperValu’s approach to CX has been marked by its speed of delivery and the extent of its outcomes for the business. In a less than a year, SuperValu drove an inordinate increase in NPS which lifted revenue and with that, transformed the culture to become much more customer centric. This was achieved across six internal departments, 99 pronominally independently owned retail store owners, and covering a process that provided over 1000 deliveries per day from a stock choice of 35,000 items all being delivered within a two-hour slot all over the country. The actions arising from the insights, aided by the use of analytics, drove real changes for retailers and shoppers.
Finalist
Bank of Ireland

Lisa Ryan

As part of its customer centric strategy, Bank of Ireland has clearly defined customer segments for delivery of compelling propositions and overall experiences. The key Premier Banking initiative is focused on tailored support to customers with more complex financial needs. Intensive ethnographic studies were used to understand customer lifestyles, motivations and ambitions, unearthing imperatives that were needed to create resonance. A combination of improvements to existing service models and the creation of new propositions were introduced. Tracking has demonstrated the link between customer experience and commercial success, with targets in customer acquisition, retention and share of wallet being exceeded.
Finalist
KBC Bank

Caroline Donnellan

Consumers were articulating their desire for a real alternative to traditional banks and KBC took up the challenge. The bank knew it had to displace the norm and make it look irrelevant, and it embarked on a programme to put CX at the heart of the bank. A distribution model was created to deliver a physi-digital experience with accessibility for customers being the key component – 24/7 access contact and longer hub opening hours and an award winning app. CX was integrated into the brand platform - Experience the Bank of You, The culmination of these initiatives have led to increases in performance across customer sentiment, brand awareness and NPS.
Finalist
AIB

Will Cronin

AIB continues to make Customer First a strategic priority and it’s the north star putting the needs of customers at the heart of all activity. AIB has continually innovated the service offering to meet the ways in which customers interact on a daily basis, with a view to consistently delivering value. 2017 was a watershed year for AIB, with the IPO being a public validation of significant work done to repair the business. The Customer First strategy and initiatives were core to investor presentations. The culture within the organisation has continued to evolve through 2017 to be truly customer centric at all levels in AIB, with listening and responding to customers being a central activity.
Finalist