Sending our biggest congratulations to our brilliant client Openreach who recently cleaned up at the prestigious European Customer Experience awards 2022, beating fierce competition to win gold in the ‘Customer Experience in the Crisis’ category and bronze in ‘Customers at the Heart of Everything’ category. The awards champion CX innovations that have enabled businesses to survive and thrive, honouring the creativity, dedication, and teamwork of CX professionals.
On the awards, Chris Herbert, Director of Customer Service at Openreach, said
‘It's rewarding to know that the hard work put in by our people has been recognised by a respected international organisation, and that we have more satisfied customers, fewer escalations, and a better network. At Openreach, we’re more focussed than ever on delivering great service to customers, so they can benefit from everything our network supports and ultimately stay with us. That’s why we’re always looking at how to make their experience even better through new technologies, partners and ways of working. ContactEngine is a great example of that, as it’s helped us to put the end customer in control of their appointments and get their service working faster, sometimes without even needing an engineer visit. That means it’s helping us to reduce wasted visits and make savings whilst keeping customers happy. With over 2.5 million conversations already started via ContactEngine we look forward to the next chapter’