And the winners are...
Hundreds of senior customer executives from leading public and private sector brands gathered yesterday at the first inperson CCA Awards ceremony for over 2 years, to celebrate and recognise achievements in customer service excellence.
The renowned event was back true to form showcasing excellence, building standards and spotlighting innovation and success.
CCA Chief Executive Anne Marie Forsyth said: "It's been a challenging two years for us all. Many difficult situations have been faced, ways of working disrupted, and customers needing support more than ever.
Lots of lessons have been learned and it is a real privilege to learn of the approaches taken to safeguard excellent practices, supporting customers and employees through a signficant period of uncertainty.
The event is a milestone as we rightly take time to recognise how far we have all come. Huge congratulations to all the shortlisted entrants and winners who truly represent the best in customer service."
Chairman of the Judging Panel Andrew Mends, Director of Operations for GAVI Alliance said: “In such unprecedented times, this year’s winners should be exceptionally proud because it was by far the most competitive field ever. Our panel of 20+ judges had a very difficult task due to the quality of submissions being so high. We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service.”
A huge thank you to our lead sponsors Poly, and category sponsors EXL and Twilio for their support in recognising innovation and excellence across the market.
CCA GLOBAL STANDARD© AWARDS
CCA Global Standard© is firmly established as industry’s recognised accreditation programme, demonstrating professional commitment to customer service excellence. Many organisations make a long-term commitment to continuously improving customer experience by adopting CCA Global Standard© as a fundamental part of their core operating model.
The winners of CCA Global Standard© Awards are….
Organisations that have consistently achieved CCA Global Standard© accreditation for 15+ years.
Chelmer Housing Partnership
Coventry Building Society
FCA (Financial Conduct Authority)
Organisations that have consistently achieved CCA Global Standard© accreditation for 10+ years.
One Vision Housing
Organisations that have consistently achieved CCA Global Standard© accreditation for 5+ years.
Agilisys (Kent County Council)
The Spotlight Awards are new for 2022. There are many amazing examples of brilliance, teamwork, ambition, commitment and dedication within your organisations that deserve to be recognised. We put them in the Spotlight to celebrate their brilliance!
Anna Jablonska, Sky
Ryan McColl, Sky
Molly Storm, NHS Business Services Authority
Gemma Barry, Coventry Building Society
Martin Capie, Caledonian MacBrayne
Nicola Lawson, KCOM
Vicki Hansford, KCOM
Yvonne Harris, Irish Water
Jason Leach, Barclays
Student Loans Company Operations Directorate Team
EXCELLENCE AWARDS 2022
These awards are aimed at recognising the achievements of an organisation across a number of specific business areas. The programme also supports recognition of colleagues and teams who excel in their roles. These awards are supported by an independent panel of judges from across the CCA network.
DIRECTOR OF THE YEAR - WINNERS
Dave Poulton, Legal & General
Antonio Shabbir, ASOS
Kelly Young, Lloyds Banking Group
CX BRAND OF THE YEAR – sponsored by EXL
Contact Centres – Great Places to Work
Legal & General
Skipton Building Society
Innovation in Customer Service – sponsored by Twilio
Best CX Transformation – Inhouse Technology Solution
Nationwide Building Society
Excellence in Skills, Learning & Development
Capital One UK
Energy Saving Trust & Home Energy Scotland
(FCA) Financial Conduct Authority
NHS Business Services Authority
HIGHLY COMMENDED: Energy Saving Trust & Home Energy Scotland
Excellence in Business Process Outsourcing Collaboration
RAC/Renault Group (UK)
Webhelp & Vodafone
WINNER: RAC/Renault Group (UK)
Most Effective Vulnerability Strategy
WINNER: Phoenix Group
Outstanding Flexible Working Programme
Legal & General
Rising Star Award
Sue Blake, DVLA
Dean Cambridge, Currys
Ciaran Earls, Scottish Widows
Brent Engelbrecht, Currys
Joshua Hodge, Legal & General
Ritika Khare, Barclays
William Voss, NHS Business Services Authority
Samantha Rodriguez, Ulster Bank
Nathan Thomas, DVLA
BRONZE WINNER: Ritika Khare, Barclays
SILVER WINNER: Dean Cambridge, Currys
GOLD WINNER: Ciaran Earls, Scottish Widows
Team Leader of the Year
Lauren Alexander, Legal & General
Anup Bhel, NatWest Group
Scott Cuthbertson, Scottish Widows
Jessica Davies, DVLA
Sridhar Janakiraman, Barclays
James Jefferson, Assurant
Stacey Parnaby, NHS Business Services Authority
Leanne Sealey, Barclays
Fay Williams, Assurant
BRONZE WINNER: Anup Bhel, NatWest Group
SILVER WINNER: Lauren Alexander, Legal & General
GOLD WINNER: Jessica Davies, DVLA
Manager of the Year
Abhimanyu Bakshi, Barclays
Victoria Evans, DVLA
Lewis Harris, Currys
Caitlin Neary, Dorchester Collection
Rebecca Read, NatWest Group
Karley Shenton, Assurant
Hayley Smith, Legal & General Individual Retirements
BRONZE WINNER: Victoria Evans, DVLA
SILVER WINNER: Caitlin Neary, Dorchester Collection
GOLD WINNER: Abhimanyu Bakshi, Barclays
Team of the Year
Currys – Customers for Life
KCOM – The Strategic Transformation Team
Legal & General (Retirements) – Bereavement Team
NatWest Group – Own:It
Webhelp – The Operational Support Team
BRONZE WINNER: Currys – Customers for Life
SILVER WINNER: Webhelp – The Operational Support Team
GOLD WINNER: NatWest Group – Own:It
T: + 44 141 564 9010
CCA Global is the heart of the customer service and CX community; a community that is designed to be collaborative by default, sharing knowledge and inspiring curious minds to deliver customer service excellence. CCA's community of customer service and CX leaders meet regularly to challenge norms, discuss best practice, and critically, produce new thinking on future customer service strategies for brands in public and private sectors, large and small.
With more than 20 years’ experience, we are firmly recognised as the trusted reference for research, analysis and expertise. Our work with operators, BPO & shared service providers and vendors ensures we retain our position as the definitive source within our market-place.
Most people within our network are actively considering the best model to deliver a better customer experience and to drive more profitability from customer interactions. Our agenda supports this challenge providing our customers with the information and data they need to make informed decisions around the future of their business.For further information visit www.cca-global.com