Thought leadership

Seventeen organisations have reached the prized shortlist for the Customer Contact Innovation Awards 2014. Showcasing fantastic achievements across a wide range of industry sectors, they all demonstrate real improvements for the organisation, their people and their customers.

The winners will be announced at Customer Strategy & Planning 2014 on April 29-30 at the Hilton Metropole in Brighton, where the finalists will all be speaking about how they achieved their outstanding results.

The full list of finalists is: Arise, Aviva Healthcare, Capital One, City Park Technology, Echo Managed Services, Experian, Home Retail Group, IFDS, InterCall, LV=, Neopost, Santander, Talk Talk, Three, UPC, Webhelp UK and Worldpay.

“That’s amazing…I am absolutely delighted”, exclaimed Kate Booth, Communications Manager at Echo Managed Services, a reaction representative of all the finalists.  “Brilliant. Verification that what we've been doing for the last 12 months has been worthwhile. Nice to be recognised" added Tom Cornelius, Head of Dealings and Registrations at IFDS.

“This year’s entries were of a brilliant quality, with a great breadth of topics, and especially strong in the key areas that our community is driving, such as Planning, Analytics, Quality and Customer Experience.  Each finalist submission has something tangible that members of our community could use to make a real change in their organisation,” enthused Steve Woosey, CEO of the Planning Forum.

25 judges were involved in the shortlisting and will now visit each centre to conduct an in-depth evaluation. Judging was a massive opportunity to “visit other businesses that are doing great things…a real chance for me to grow in my role”, explained Ally Gray, Head of Call Centre Architecture at Reponse and one of the judges. Emma Botfield, Head of Customer Services at BT who also judged last year, added “I enjoyed the whole experience of learning from other businesses, recognising the professionalism in the industry and being able to go back and challenge my own organisation.”

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