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PRESS RELEASE: CCA Excellence Awards Shortlist 2019

10/09/2019 PRESS RELEASE
CCA unveils the shortlist of finalist for 2019's Excellence Awards

 

PRESS RELEASE
CCA UNVEILS 2019 EXCELLENCE AWARDS SHORTLIST
 

CCA is delighted to unveil the companies and individuals who have been shortlisted in the prestigious CCA Excellence Awards 2019 programme. 

Winners will be presented with their awards at a glittering evening of celebration and recognition of customer service excellence on 13th November at the five-star Hilton Hotel in Glasgow.

CCA Chief Executive Anne Marie Forsyth said: 'Many congratulations to all of the shortlisted entrants who truly represent the best in customer service. Our judging progress is extremely rigorous and the awards are very hotly contested, so being shortlisted is a highly significant achievement. We look forward to welcoming everyone for a very special evening of celebration, at which their achievements will be publicly recognised and rewarded.'

The awards, which recognise world-class professional achievement in customer service, are judged by a panel of experts from a range of sectors and specialisms, with final deliberation by a fifty-strong peer judging committee chaired by Andrew Mends, Operations Director of GAVI Alliance, who has presided over this important task for the last eight years.

He said: 'The judges were once again hugely impressed by the high calibre of submissions this year in each category. It was exciting to see so many entries from major brand names entering the awards for the first time, and we are delighted that CCA's reputation as a global standard bearer in customer service continues to grow.'

 

Full details of the CCA Excellence Awards 2019 shortlist are detailed below. 
 

 

THE SHORTLIST:

 

BEST CX TRANSFORMATION - INHOUSE TECHNOLOGY SOLUTION

 

Concentrix
Coventry Building Society

Scottish Widows
Vizolution & HSBC

 

BEST CX TRANSFORMATION THROUGH TECHNOLOGY PARTNERSHIP

Sponsored by TTEC

The City of Edinburgh Council 
Sainsbury’s Argos - Verint Transversal

Vizolution & RBS
Vodafone UK – Nuance Project Team

Vodafone UK – TechSee Project Team

 

CONTACT CENTRES – GREAT PLACES TO WORK
Sponsored by Twilio

Capita M&S

The Co-operative Bank
Coventry Building Society
Legal & General

NHS Business Services Authority

Standard Life Assurance Ltd 
Scottish Widows

Student Loans Company

Teleperformance Portugal
Vodafone UK
Webhelp

 

CUSTOMER EXPERIENCE BRAND OF THE YEAR

Camelot UK Lotteries Ltd

JobAdder
Sainsbury’s Argos

TTEC
Vodafone UK

 

 

EXCELLENCE IN BUSINESS PROCESS OUTSOURCING COLLABORATION

Capita Customer Solutions – Bord Gais Energy Team 
Capita – The Pensions Regulator
Firstsource
Liberata UK Ltd

Lloyds Banking Group – Connect

Nationwide Building Society – TSYS Managed Services

Webhelp – Shop Direct

Webhelp – Sky

 

 

EXCELLENCE IN SKILLS, LEARNING & DEVELOPMENT

Camelot UK Lotteries Ltd 
Capita M&S 
Firstsource Solutions Ltd – Firstsource Academy 
Nationwide Building Society - Stand-Out Development Leadership Programme 
NHS Business Services Authority

Scottish Widows – Retirements Department

Team Knowhow, Dixons Carphone - Specialist Support Apprentice to Expert Programme

 

 

EXCELLENCE IN SOCIAL RESPONSIBILITY AND AWARENESS

The Co-operative Bank

Coventry Building Society
HMRC North East England 
 

 

INNOVATION IN CUSTOMER SERVICE
Sponsored by Concentrix

Atos
Equiniti
The Co-operative Bank

The Co-operative Bank – Customer Experience Team
Lloyds Banking Group – Voice ID

Nationwide Building Society

Vodafone UK  - Pega Project Team

 

 

INNOVATION IN LEADERSHIP

Craig Lynn – Capita

Sally McEvoy – The Co-operative Bank

Margaret Mullins – Coventry Building Society

Jo Shearer – Nationwide Building Society 
Iain Banks – TTEC 
 

 

MANAGER OF THE YEAR

Zita Rushford – HGS
Jim McCooe – Lloyds Banking Group 
Richard Haynes – Nationwide Building Society 
Laura Marsden – Nationwide Building Society

Mark Coy – Serco 
 

 

MOST EFFECTIVE USE OF SOCIAL MEDIA

Dell Technologies

Vodafone UK – VOXI Team
 

 

MOST EFFECTIVE VULNERABILITY STRATEGY

Irish Water
Liberata UK Ltd

Standard Life
Yorkshire Building Society 
 

 

RISING STAR AWARD

Lauren Butler – Barclays Wealth Management - WMCS Colleague & Client Engagment
Chris Spencer - Capita The Pensions Regulator
Josh Brier – The Co-operative Bank 
Jordan Eaves - Legal & General

Adam Button - Nationwide Building Society

Kieran Mcloughlin – Sainsbury’s Argos
Jonny Morris - Skipton Building Society

 

 

TEAM LEADER OF THE YEAR

Rachel Slater – The Co-operative Bank

Michelle Davies Clarke – Legal & General
Steven Algie – Lloyds Banking Group

Nick Smith – Nationwide Building Society

Monika Wood – Scottish Widows 
 

 

TEAM OF THE YEAR - PUBLIC SECTOR

The City of Edinburgh Council

DVLA
 

 

TEAM OF THE YEAR -TELCO, UTILITIES, RETAIL AND LEISURE

CalMac Ferries
Sky – Athena 
Team Knowhow/Dixons Carphone

Vodafone UK – Business Care Ops Readiness

Vodafone UK – Relentless Fix Team

 

 

TEAM OF THE YEAR - BPO & OUTSOURCING

Atos – Claims Team 
Capita Customer Solutions – VHI Team

Capita (Three UK) – The Social Media Team
Fexco – MBSO Software and Digital Creations Team
TTEC 
HGS – Complaints Team

Webhelp and Shop Direct – Complaints Team

 

DIRECTOR OF THE YEAR: TBA
Sponsored by HRC Recruitment

 

TEAM OF THE YEAR - FINANCIAL SERVICES
Barclays Wealth Management - WMCS
The Co-operative Bank - Mobile Migration Taskforce
Coventry Building Society - CFC and Scanning Operations
Lloyds Banking Group - Moments of Truth Team
Nationwide Building Society - MC&S Change & Insight Team
Nationwide Building Society - MC&S Culture & Environment Team
Scottish Widows - Scottish Widows Protect
Skipton Building Society - Digital Customer Service Team

 

 

 

Media contact:
Pauline Cochrane
T: + 44 141 564 9010
E: pauline.cochrane@cca-global.com

About CCA
CCA is the professional body for leading brands in customer experience, challenging and connecting public and private sector organisations to become world class. 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 for 2019 will support 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

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