2017 Engage awards
Celebrating Inspirational Customer & Employee Engagement Excellence
On a fantastic night of celebration attended by more than 400 guests Nationwide Building Society emerged as the most successful of hundreds of entrants into our inaugural Engage Awards – the only customer and employee engagement Awards programme – with two category wins.
The Engage Awards ceremony on Tuesday November 8 was held on the same day as our fifth flagship Customer Engagement Summit attended by more than 900 delegates – a new record attendance – capping what is now recognised as the most important single day in the UK’s customer and employee engagement calendar.
We are already looking forward to next year’s Engage Awards on Monday November 13th 2017, which are again being held on the same day as our 2017 Customer Engagement Summit.
Our second annual Engage Awards will be even bigger and better than this year with new soon to be announced categories and for which entries open on Monday December 5. So please start thinking about your entry NOW.
CONGRATULATIONS TO ALL OF OUR 2016 WINNERS!
2017 Entries Open In
Dates for your diary
entries open – monday 5th december 2016
Entries Submission Close – Monday 17th July 2017
Judges commence shortlisting – Monday 24th July 2017
Finalists announced – Friday 15th September
Awards Ceremony – 13th November 2017
View the 2016 Highlights
Re-live the evening
Congratulations to our 2016 Winners
2017 Award Categories
CUSTOMER ENGAGEMENT PROFESSIONAL OF THE YEAR
This Award will go to an individual who has proven to be a consistent role model for others to follow in the way they approach their customer engagement role and responsibilities. This individual is always prepared to go the extra mile when it comes to looking after the organisation’s customers and through making an example inspire those around him or her to improve.
EMPLOYEE ENGAGEMENT PROFESSIONAL OF THE YEAR
This Award will go to an individual who has proven to be a consistent role model for others to follow in the way they approach their employee engagement role and responsibilities. This individual is always prepared to go the extra mile when it comes to engaging people within the organisation and through making an example inspire those around him or her to improve.
BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT
This Award will go to the organisation that can best demonstrate how its use of technology has been instrumental in making advances in the fields of customer engagement. The implementation of this technology must be measurable, sustainable and have contributed to the performance and/or profitability of the organisation.
BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT
This Award will go to the organisation that can best demonstrate how its use of technology has been instrumental in making advances in the field of employee engagement. The implementation of this technology must be measurable, sustainable and have contributed to the performance and/or profitability of the organisation.
BEST USE OF SOCIAL MEDIA
This Award will go to the organisation that can best demonstrate how it has used social media strategies to help make advances in the fields of customer and/or employee engagement. The implementation of social media must be measurable, sustainable and have contributed to the performance and/or profitability of the organisation.
BEST USE OF INNOVATION IN CUSTOMER ENGAGEMENT
This Award will go to the organisation that can demonstrate how it has introduced innovation to make advances in the field of customer engagement. This innovation can take the form of new technology new working practices or anything else that has made a positive difference to the organisation and the way it operates.
BEST USE OF INNOVATION IN EMPLOYEE ENGAGEMENT
This Award will go to the organisation that can demonstrate how it has introduced innovation to make advances in the field of employee engagement. This innovation can take the form of new technology new working practices or anything else that has made a positive difference to the organisation and the way it operates.
BEST EMPLOYEE HEALTH AND WELLBEING STRATEGY
This Award will go to the organisation that has introduced an effective, sustainable and successful health and wellbeing strategy into the organisation for the benefit of its people and their working lives. The implementation must be measurable and have made a positive contribution to the performance/productivity of the organisation.
BEST EMPLOYEE REWARD AND RECOGNITION STRATEGY
This Award will go to the organisation that has introduced an effective, sustainable and successful reward and recognition strategy into the organisation for the benefit of its people and their working lives. The implementation must be measurable and have made a positive contribution to the performance/productivity of the organisation.
BEST USE OF Voice of the customer
This Award will go to the organisation that has introduced an effective, sustainable and successful VOC programme that has improved its understanding and insight of customer behaviour and needs and has used that programme to improve its customer experience offering. The implementation of the VOC programme must be measurable and have made a positive contribution to the overall customer experience offering.
BEST USE OF VOICE OF THE EMPLOYEE
This Award will go to the organisation that has introduced an effective, sustainable and successful VOE programme that has improved its understanding and insight of employee behaviour and needs and has used that programme to improve its employee experience offering. The implementation of the VOE programme must be measurable and have made a positive contribution to the overall employee experience offering.
BEST CUSTOMER ENGAGEMENT IN RETAIL
This Award will go to the retail organisation that can best demonstrate effective and successful implementation of customer engagement strategies for the overall benefit of the organisation and its customers. These strategies must be measurable and show a positive contribution to the performance and/or profitability of the organisation.
BEST CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES
This Award will go to the FS organisation that can best demonstrate effective and successful implementation of customer engagement strategies for the overall benefit of the organisation and its customers. These strategies must be measurable and show a positive contribution to the performance and/or profitability of the organisation.
Best Use of Training
This Award will go to the organisation that can best demonstrate how it has used training to help make advances in the field of customer and/or employee engagement. The training strategy or programme implementation must be measurable, sustainable and have made a positive contribution to the performance and/or productivity of the organisation
Meet the judges
Dr Nicola Millard
Dr. Melissa Hungerford
Prof Moira Clark
Jon Hendry Pickup
Colin has without question helped shape the whole Customer Experience industry. Under Colin’s leadership, his company, Beyond Philosophy have helped many of the world’s most prestigious organizations improve their Customer Experience. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months.
Colin is a renowned best-selling author and key note speaker. His books include:
1. Building Great Customer Experiences – Palgrave MacMillan, 2002
2. Revolutionize your Customer Experience – Palgrave MacMillan, 2004
3. The DNA of Customer Experience: How emotions drive value – Palgrave MacMillan, 2007
4. Customer Experience: Future trends & insights – Palgrave MacMillan, 2010
5. Unlocking the Hidden Customer Experience: Short stories of remarkable practices to ensure success
As director for Engage for Success, I have wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement. With a background in delivering strategic transformation programmes for a FTSE 100 company, I recognise the importance of values, good management practices, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day.
As Director of Customer Experience Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013. The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead. Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight.
Sean worked for Fidelity Worldwide Investment in February 2014, to shape and drive their customer centricity programme. In January of 2015 Sean joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he was responsible for the Customer Experience, Member Service and Customer Event teams. Sean is now Director of Customer Experience at BUPA.
Dr Nicola Millard
Dr Nicola Millard heads up Customer Insight & Futures in BT’s Global Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken).
Nicola has worked for BT for 25 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. She was involved with a number of BT “firsts”, including the first application of intelligent systems into BT’s call centres and BT’s initial experimentation with home working.
Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. Nicola has appeared on both the BBC (Radio and TV) and Channel 4 in the UK, as well as TV and radio in Australia, South Africa, Turkey and Dubai. She has done a TED talk about why people accept or reject technologies and is also a judge on a number of award panels.
When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of BT’s large global corporate clients including banks, travel companies and retailers, to name but a few
Mark Hillary is a British writer and blogger based in São Paulo, Brazil. His industry analysis and research focuses on forward-looking CX, technology, work, and globalisation. This year he has published two books, one focused on how C-level executives are using blogs and social media to interact with customers and one a complete re-write of all Shakespeare’s sonnets reduced to Twitter format. In the past decade he published another dozen books exploring business strategies. He is presently working on a new book focused on how content marketing with LinkedIn can dramatically improve customer relationships and lead to increased sales. An IT director in the City before writing professionally Mark has a pragmatic view on how technology is shaping executive decision-marking today and he is often asked to ghostwrite for several leading international CEOs, diplomats, and politicians. Mark has worked with the UN and several governments on outsourcing strategies in locations such as India, Bangladesh, and Nigeria and he is well-known as a live blogger of major events, including the 2010 UK general election for Reuters and 2012 London Olympic Games as an official storyteller. Today his media work can usually be found in the Huffington Post, LinkedIn, and on the Engage Customer blog.
Dr. Melissa Hungerford
Dr. Melissa K. Hungerford is VP, Global Talent Management and Inclusion for Avon Products, Inc. Melissa has over 18 years of experience and a proven track record in designing and leading end-to-end talent management strategies with a focus on strengthening the leadership pipeline, creating an engaged and high performance culture and offering learning and OD solutions to support the business strategy.
Melissa has worked across a wide range of industries including retail with The Home Depot, pharmaceuticals with Bristol-Myers Squibb, lighting with Philips and fast moving consumer goods with The Coca-Cola Company and most recently with Coca-Cola European Partners, the largest Coca-Cola bottler in the world. She is an American ex-pat with global work experience, having lived in Turkey, The Netherlands and the UK.
Early in her career, Melissa worked in management consulting with Personnel Decisions International (PDI) and across a diverse spectrum of counseling settings. She earned her Ph.D. in Psychology with a specialty in organization development from Georgia State University. Melissa resides in London with her husband and two children.
Prof Moira Clark
Moira is the Director of the Henley Centre for Customer Management (HCCM), a consortium of organisations who are passionate about improving their customer experience. Moira helps members achieve this by:
> Identifying challenging issues that are inhibiting business performance
> Planning a research programme and a series of workshops to address these issues
> Leading the research programme and undertaking specific research projects
> Sharing insight and thought-leadership developed over 25 years of working with a wide variety of
Moira consults for a number of leading UK and international companies and am a frequent keynote speaker at many public and in-company seminars and conferences around the world.
Major area of research and consulting is in Customer Management, Customer Retention and Internal Marketing. Moira works extensively in the area of culture and climate and the critical linkages between employee behaviour and business performance.
Jon Hendry Pickup
Jon is the CEO of Prezzo after spending six years as the Chief Operating Officer of Travelodge. Jon’s background is primarily in retail, having spent seven years before joining Travelodge with Tesco, the world’s third largest food and general goods retailer. His time at Tesco was international and varied, having joined the UK Operations Development team, Tesco’s internal consulting function, followed by time in China, California, and Central Europe. His final role was as Operations Director in Czech Republic and Slovakia.
Prior to completing an MBA at Warwick Business School, Jon worked for Aldi Stores Ltd in the UK for seven years. He held a variety of multi-site operating roles, finishing his time with Aldi as Finance and Administration Director.
Outside work, Jon’s interests include Tennis, cycling and Skiing, and occasional charity-driven challenges, although most of his free time appears to be consumed standing on rugby touchlines in a range of UK locations following his children, Oscar and Hugo.
Nicola Strong is fascinated in how we are human in digital spaces. Specifically, how different technologies can support, enhance or block authentic communication in our day-to-day working lives.
As a mash-up researcher and lateral futurist she has been exploring the use of Augmented Reality (AR) in customer service, learning how gamification and serious games can help leaders improve the way they lead, debated the use of intelligent robots for expanding the human job market and, of course, how to engage the collective intelligence (hive mind) of large groups of individuals through online tools or social media.
Nicola’s consultancy, Strong Enterprises, provides a range of courses and services informed by her research. She is most often asked to identify new and respectful ways to engage networks of remote learners and employees in blended learning environments.
Nicola Strong is a member of the British Computer Society, Association for Business Psychology and a member of the IFIP 9.5 the Working Group on Virtuality and Society. She has a BSc (Hons) in Information and Computing Systems and a MSc in Change Agent Skills and Strategies (CASS) at Surrey University.
Tracey is an entrepreneur and Technology driver. She has a first class master’s degree in Marketing, and is passionate about what technology can do for customers and businesses alike.
Tracey cut her teeth in technology, enabling Forte Hotels with their first generation web presence, as the head of Electronic marketing. She went on to run a creative tech Agency working in content, well before the mantra of ‘content is king’ was coined. She delivered content and digital strategies for the likes of loot.com, BskyB, Forte hotels, and BT.
She has launched two tech offerings for Royal Bank of Scotland, a B2B electronic Digital identity product, TrustAssured, and FastPay for NatWest. FastPay, was an online and mobile payment platform. These two offerings were undertaken well before, it was seen as key to engage customers with clever technology solutions, to drive brand value.
Tracey founded, built and sold a software business that provided award winning software to the creative industry, to better improve process and delivery for clients. Traffic LIVE had offices in London, Sydney and New York, and were the chosen workflow provider for WPP, Aegis and IPG, and supported iconic brands like McCann, Isobar, Wunderman, Y&R, and FITCH. The Secret to her success, in her own words is to ‘surprise and delight the customer with clever technology engagement’.
She has recently founded another software business, The Virtu Group, which focuses on Big-data metrics for Agencies. Scope the first product user’s data from over a million and a half projects and jobs to allow the agency to better estimates on costing and scopes of work. This process is currently done manually with tools like excel and email.
She is regularly a judge on Tech Accelerator programmes and has even been asked to run one. Tracey understands the challenges of technology and engaging customers and loves writing about herself in the third person.
Kim leads the customer operation for Connected Homes, Hive. Connected Homes are a start up technology business focused on bringing innovative products to the UK to enable people to be truly connected with their home. Most notably, the business is responsible for the design, development and deployment of Hive Active Heating. Kim oversees the customer experience, customer service, business readiness, change and engagement functions.
Connected Homes really spoke to Kim’s passion for delivering unique, innovative customer solutions whilst being able to adapt to customer needs dynamically and without lengthy change procedures.
All of Kim’s previous roles – within telecoms and financial services have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.
Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.
Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.
Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience.
Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path.
The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.
Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operations management, HR leadership and then as a senior professional in customer management strategy, operational delivery and leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a founding director of Ember, a business services group focused on service strategies across channels (digital, voice and retail) and performance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations to determine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations ranging from anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. He has authored management textbooks in customer management, and has had many thought leading papers published. Mike has also been an advisor to government departments, nationally and internationally, and has advised many UK and global brands including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA and Virgin. He also likes to escape and do dangerous things in the mountains occasionally. (But likes it better when he comes back!)
I joined The John Lewis Partnership in 1994, spending 15 years in Operations running the Supply Chain and Retail teams. In 2009, I then took up the Board role of Partners’ Counsellor, representing Partners’ interests as owners of the Business. I am now currently the Managing Director of Partnership Services, the John Lewis Partnership’s newest division supplying business services to the two trading divisions.
Prior to joining the Partnership, I worked with Bain & Company and Procter & Gamble. I am also Mutual Ambassador supporting the Cabinet Office and Chair 3BM, the employee trust for the first local authority mutual spin out.
Michael is currently Director of Workforce at the Walton Centre NHS Foundation Trust where he has worked since 2013. He is the Trust lead for HR, OD, Education, Communication and Fundraising. During this period, the organisation has achieved the Investors in People Gold Standard Award, Investors in People Health and Wellbeing Award and is currently within the HSJ Top Ten Best Places to Work.
Michael joined the NHS in 2009 following a successful career in local government and the third sector. This included implementing a service redesign programme within a local authority that delivered efficiency savings of £10 million over a 3 year period and designed workforce interventions at a regional level, across 10 local authorities. Throughout his career, he has placed a strong emphasis upon actively engaging with all levels of the workforce as a fundamental building block to delivering change.
Nupur has been with Tata Consultancy Services (TCS) for 19 years and in December 2005 she was appointed HR Director for UK & Ireland. In this role Nupur is responsible for the end to end HR function for over 11,000 employees from 39 nationalities.
Her areas of expertise include integrating teams in culturally diverse set-ups, driving operational excellence, retaining and developing talent and structuring compensation & benefits.
Her excellent people and change management skills have helped TCS grow substantially in the geography. Under her leadership, TCS UK & Ireland has achieved the ‘Investor in People’ certification and retained the Gold status for the second time and awarded Britain’s Top Employers for five consecutive years.
Nupur’s focus as HR Director extends beyond the work force to the community. TCS in the UK achieved the platinum plus standard for its performance in Business in the Community (BitC) Corporate Responsibility Index.
Prior to this role, Nupur was HR Head for TCS Mumbai with over 10,000 employees. She was responsible for driving performance oriented culture, establishing world class induction process, career and succession planning and employee engagement.
She has been with TCS since 1997 working in various strategic HR roles contributing to the growth of the company from few thousand to over 340 000+ employees across the globe.
Katherine Bassey is Organisational Development practitioner and Head of Staff Engagement and Innovation for UNISON. Specialising in leadership development, wellbeing and apprenticeships. Katherine is a qualified coach, non Executive Chair of Relate London South East and works closely with Engage for Success.
HOW THE JUDGES SCORE YOUR ENTRY
Provide clear evidence and well thought out understanding of the strategy and requirements
Demonstrate innovation, uniqueness and a forward thinking approach
How was the strategy executed and what made it work so well
Clearly demonstrate success with solid accountable evidence and ultimately why it should win
13 NOVEMBER 2017
WESTMINSTER BRIDGE PARK PLAZA, LONDON
200 WESTMINSTER BRIDGE ROAD,
LONDON, SE1 7UT
Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London.
Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station.
From King’s Cross & St. Pancras Railway Station (Eurostar) (approx 35 mins)
- Travel Westbound on the Piccadilly Line
- Change at Green Park Station for the southbound Jubilee Line service
- Depart at Waterloo and exit via the South Bank
- Walk up York Road to the roundabout
From London Heathrow Airport (approx 90 mins)
- Take the London Underground
- Take the Piccadilly Line towards Cockfosters Underground Station
- Change at Green Park Station for the southbound Jubilee Line service
- Depart at Westminster
- Walk Across Westminster Bridge, destination in front of you
From London Gatwick Airport (approx 90 mins)
- Take the Gatwick Express to London Victoria Railway Station
- Take the London Underground and travel eastbound via the Circle and District line
- Get off at Westminster
- Walk south across Westminster Bridge
- Cross the roundabout
- Walk Across Westminster Bridge, destination in front of you
From London Stansted Airport (approx 90 mins)
- Take the Gatwick Express to Victoria Station
- Change for the London Underground and take the District and Circle Line to Westminster
- Walk south across Westminster Bridge
- Cross the roundabout
- Park Plaza Westminster Bridge will be directly in front of you