Championing Customer Service Excellence: European Contact Centre & Customer Service Awards and Irish Awards

“Championing Customer Service Excellence: Nights of Celebration at the European Contact Centre & Customer Service Awards & Irish Awards” 

Last week marked a spectacular celebration of excellence at the European Contact Centre & Customer Service Awards, and I was fortunate to be part of the festivities for the first time.  

The event was nothing short of a dazzling spectacle, with carnival dancers, acrobatics and captivating ‘Day of the Dead’ figures gracing the stage. The charismatic Fiona Bruce, a renowned journalist, led the evening, and a surprise appearance by ‘The Fizz’ added an extra layer of excitement. 

Genesys is a proud sponsor of the event, which recognises innovation and excellence across the industry. It was an honour for me to present the Award for Greatest Environment, Social and Governance Impact, a category close to both my heart and Genesys values of sustainability, diversity and empathy. The finalists and winners in that category truly embody those values we care about. 

This event was a showcase for the passion and dedication shown by our customers and industry partners to transforming customer experiences and contact centre operations and achieving outstanding results.  

Meeting these customers, partners, colleagues and friends from all across Europe was the highlight of the evening. 

A heartfelt congratulations to all the companies shortlisted and the deserving winners. It filled me with pride to see so many Genesys customers in this prestigious list.  

European Contact Centre & Customer Service Awards  

Congratulations to the list of winning Genesys customers!

Best Contact Strategy  

• GOLD – Severn Trent 

• SILVER – Openreach   
• BRONZE – Benenden Health  

Most Effective Strategic Transformation Programme 

• GOLD – IG Group 

Most Effective Application of Technology (CX)

• GOLD – Northumbrian Water

• BRONZE – NatWest Group

Most Effective Management of Peak Demand

• GOLD – Sage

• BRONZE – PureGym

Best Approach to Diversity, Equity, Inclusion & Belonging (DEIB) 

• GOLD – OVO Energy

Best Supporting Team 

• SILVER – Atom Bank

Best Customer Centric Culture 

• SILVER – Bupa

Best Customer Service Team (Large)

• SILVER – CPM International

Best Customer Experience (Small Team) 

• SILVER – Belfius

Best Business Development Team

• SILVER – Domestic & General

Best Employee Experience (Large)

• SILVER – Domestic & General

A sincere thank you to all the Genesys Customers for their unwavering commitment to transforming the industry. We eagerly anticipate the continued growth we will achieve together.

Find out more about all the winners on the night.

But the celebration didn’t end there.

Genesys also raised our glasses last week, this time at the CCMA Irish Customer Contact & Shared Services Awards 2023 where the festivities and recognition continue as we applaud the remarkable achievements in customer experience.

Best Use of Digital Channels – CarTrawler

Best Use of Technology – EIR

Best Use of Technology Project – Bank of Ireland

As we now look forward to 2024, let us carry forward the spirit of excellence and collaboration, propelling us towards a future of continued innovation and shared success in the realm of customer experience.

Cheers to the journey ahead! Cheers to our customers and partners – the industry’s true stars!