That’s what made the Irish CX Impact Awards 2023, now in its fifth year, a stellar event. More than 230 customer experience experts cheered on the 18 winners at the Crowne Plaza Hotel, Santry, Dublin in November at a gala evening hosted by comedian and author Colm O’Regan.
It was a big night for Bank of Ireland. Not only did the bank win the CX Impact in Financial Services award, it was crowned CX Champion, the most prestigious award of all.
Osna O’Connor, head of customer propositions at Bank of Ireland, was delighted to take the top spot. “Winning CX Champion of the Year has instilled immense pride in our colleagues at Bank of Ireland. It is a testament to the cultural shift within Bank of Ireland and is exemplified by the creation of customer experience focused roles within the organisation,” she said.
It wasn’t just the private sector that got the plaudits. There have been huge steps forward in public services too. The CX Impact in Government & Public Sector went to Gas Networks Ireland, and its customer care manager, Bernard Mooney, was named CX Leader 2023.
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Marie Lyster, customer experience manager at Gas Networks Ireland, said: “Customers are at the centre of everything that we do. We’re thrilled to win two CX Awards this year. It’s a wonderful recognition for the team and our partners, placing us at the heart of Ireland’s energy future. Special congratulations to our friend and colleague, Bernard.”
Electricity provider ESB Networks also won two awards, not only scooping the award for Best Use of Customer Insights to Improve CX but also the CX Team of the Year.
Dervla O’Flaherty, head of customer experience and service at ESB Networks, said: “We’re continuously striving to develop new and innovative ways to deliver an excellent customer experience, reflecting our purpose to put our customers at the heart of everything we do. The CX Awards are a great platform to celebrate and acknowledge the impactful customer-focused activities being driven by businesses across all industries in Ireland this year. So, we’re delighted to be recognised as the Irish CX Team of the Year and to also win a second award for Best Use of Customer Insights to Improve CX.”
Winner of the CX Impact in Transport, Logistics & Delivery award was Aer Lingus. Marc Giles, head of customer experience at Aer Lingus, said: “At Aer Lingus, we pride ourselves on delivering a trusted and reliable customer experience each and every time. We are delighted to receive this CX impact award which recognises the service, effort and commitment of all our teams, both on the ground and in the air. Well done to all the winners and thank you to the judges for selecting Aer Lingus.”
Awards nights are not just about the winners. Clodagh Vance, COO at financial audit management platform provider Circit, said: “We were delighted to be shortlisted for the CX Awards 2023. We are passionate about providing best in class support to our customers, and pride ourselves as being trusted partners to the largest audit firms in the country.”
James Lee, KylemoreCars’ marketing manager at car dealership KylemoreCars, said: To be recognised by CX for our impact in retail is a major achievement for our business in such a competitive market. Their awards ceremony was levels above others we’ve attended! Well done to the CX team!”
Jenny McCoy, head of customer experience at the Irish Management Institute, was one of the judges who had the daunting task of whittling down more than 70 entries from 39 companies to just 18 winners.
She said: “The submissions this year were of a very high calibre. What stood out was the iterative process of truly listening to, and understanding, customers, acting on their needs and embedding new processes, journeys or offerings to exceed customers’ needs. It was enlightening to hear the stories of challenges that these Irish brands have faced in the past year. In each case there was a relentless focus on delivering innovative and creative solutions for customers in the face of business challenges. The submissions were fantastic showcases of what Irish brands are doing to deliver for their customers, they were a pleasure to review.”
With the CX Impact Awards growing so rapidly in their five years, all eyes are on next year’s event putting customers at the heart of everything businesses do.
The awards were judged by a distinguished panel of CX experts and drawn from across the profession.
Full list of judges:
· Agnieszka Jozwiak, (judging co-ordinator), customer experience consulting & advisory, CXPA Ireland
· Tatiana Brudiu, QA manager, EIR
· Charlotte Buckley, CX manager, Musgrave
· Ronika Chakrabarti, associate professor in marketing, Trinity Business School
· Rachael Corcoran, director, digital engagement lead, EPAM Systems
· Tim Farmer, managing director, W5
· Sarah Maddock, customer and contract service delivery manager, Transport Infrastructure Ireland
· Tara Martin, vice president - customer success, RentalMatics
· Terri McCarthy, independent consultant, The Experience Edge
· Jenny McCoy, head of customer experience, Irish Management Institute
· Ifah Sivak, director of operations and strategy, SumUp
· Maria Svejdar, head of marketing, communications and customer experience (CX), GS1 Ireland
Full list of winners:
CX champion
Winner: Bank of Ireland
CX leader 2023
Recipient: Bernard Mooney, Gas Networks Ireland
CX team of the year
Winner: ESB Networks
CX rising star of the year
Winner: April Durnin - AIB
CX impact in food/drink
Winner: Diageo Ireland
CX impact in retail
Winner: Shaws Department Stores
CX impact in tourism & hospitality
Winner: Trinity Brand Commercial Services
CX impact in transport, logistics & delivery
Winner: Aer Lingus
CX impact in utilities & services
Winner: Calor
CX Impact in government & public sector
Winner: Gas Networks Ireland
CX impact in pharmacy/health
Winner: Leckey
CX impact in financial services
Winner: Bank of Ireland
CX impact in professional services
Winner: Fragomen Ireland
Best use of customer insights to improve CX
Winner: ESB Networks
Digital impact in CX
Winner: Kara Connect
Best use of technology
Winner: Comfort Keepers Homecare Ireland
Best customer loyalty & reward programme
Winner: Electric Ireland Rewards Programme
Best innovation in CX
Winner: Oakview Early Years Services
