“Excellence in CX” Awards 2023 – That’s a Wrap!

Posted on December 20, 2023 at 12:02 am.

“Excellence in CX” Awards 2023 – That’s a Wrap!

Congratulations to our 2023 Winners

This is the second year of Deep-Insight “Excellence in CX” Awards.

These awards focus on companies that we have worked with in 2023 that have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for both their customers and their employees.

That makes us very proud!

Before we talk about the winners, let’s answer the following question:

What do we mean by ‘Excellence in CX’?

Deep-Insight is a small team of Customer Experience (CX) consultants who work extremely closely with our customers. The single question which drives us in each engagement is “will this programme inspire transformation in our client organisations?”.

Transformation does not need to be, and usually isn’t, a huge significant event in itself. When done well, transformation is a series of small, well thought through changes and improvements. Transformation is only worth it if it leads to growth, and it always does when it is inspired by the customer.

Also, we are not interested in vanity projects! We are focused on our core mission of Inspiring Transformation i.e. effective, growth-oriented use of Customer Experience (CX) and Employee Experience (EX).

This is what excellence in customer experience looks like and it is the foundation on which our customers build their CX and EX programmes.

AND THE 2023 WINNERS ARE…

open eir has been awarded Best CRQ Newcomer in the Deep-Insight Excellence in CX Awards for 2023. We are thrilled for them.

If you live in Ireland, you’ll know open eir. It’s the wholesale arm of Ireland’s largest telecommunications company. At some point you will have seen their vans on the streets, and their technicians out and about, installing fibre lines and connections into business premises and homes across Ireland.

This is a truly deserved award as it’s hard to believe that open eir’s very first Customer Relationship Quality (CRQ) assessment was launched to its customers as recently as October 2023.

Maeve O’Malley recently took on the role as Managing Director at open eir Wholesale and in recent weeks has been leading the charge with open eir’s response to its clients and partners.

Maeve has over 24 years of experience in the telecommunications industry and joined eir in 2013. According to Maeve:

“open eir is delighted to be working with Deep-Insight and are already finding huge value in the insights and input from the team as we continue our journey of transforming our customers’ and partners’ experience with us.”

Best CRQ Engagement

When we run a Customer Relationship Quality (CRQ) assessment at Deep-Insight, the average completion rate for our surveys is around 35%. If it is a first-time assessment, the average participation rate is lower – typically 30%. So that’s the figure we were expecting to achieve at Insight.

However, the senior leadership team at Insight had different plans. Jill Murray, Vice President Marketing EMEA at Insight led the programme. Adrian Gregory, President of EMEA, sponsored it. Together, they felt that 30% was a pretty low hurdle to achieve so they mobilised their regional and country managers, plus all of their account managers, to start a conversation with key clients across Europe. The message was simple: We want to be better partners for you, so we need your help to tell us what we’re good at, and where we need to improve.

Insight contacted 203 key individuals – key decision makers, influencers and operational contacts – from a selection of their strategic clients across Europe. 100 of the 203 responded – a whopping 49% engagement rate.

Jill Murray has this to say about receiving the award:

“Our unwavering commitment to our clients drives us to constantly improve our solutions and expertise in order to provide exceptional service. It is with great pride that we accept this award from Deep-Insight, a testament to the hard work and dedication of our teams in building strong client relationships and driving meaningful business outcomes.

As a leading Solutions Integrator, we are thrilled to continue supporting our clients on their digital journeys and enhancing the experience we deliver.”

Read more about Insight’s win here…

Best CRQ Score

DWF, a long-standing customer of ours, has been awarded Best CRQ Score in Deep-Insight’s “Excellence in CX” Awards this year.

We will always be the first to say that great Customer Experience should NOT be about scores only. It’s about much more than that. However, this year we want to recognise DWF for their amazing Customer Relationship Quality (CRQ) scores regardless as they have been consistently rewarded with glowing reviews from their clients as part of the CRQ programme.

With a CRQ score of 6.0 (as well as a Net Promoter Score of +62) we can call this a truly phenomenal set of scores. On top of this, DWF is notorious within Deep-Insight for struggling to get their clients to give any negative feedback at all – a true testament to how much their clients value their relationships with DWF!

Sir Nigel Knowles is CEO of DWF, having previously served as Chairman of the Group from September 2017 to May 2020. Sir Nigel Knowles shared:

“We are very proud of this award from Deep-Insight which reflects the exceptional client relationships we have been able to develop thanks to the hard work, dedication and excellence of our colleagues.

The valuable insights provided by Deep Insight are helping us to go even further, continuing to enhance the way we support our clients.”

Read more about DWF’s win here…

Focus on Employee Relationship Quality (ERQ)

Doing the right thing for customers means doing the right thing for your employees.

We award the “Best Focus on ERQ” prize to the company that shows the greatest interest in Employee Relationship Quality (ERQ), the sister methodology to CRQ.

Pelican Self Storage has been a client of ours for years, and it has been a privilege watching the Pelican management team take the views of its employees so seriously over that time.

Burkhart Franz is CEO of Pelican and has always been a huge advocate for his management team and all of his employees across Denmark, Sweden and Finland.

“Our twice-a-year employee satisfaction surveys, alternating the eNPS (employee Net Promoter Score) question and the more in-depth Employee Relationship Quality (ERQ) assessment are now in their 7^th year.

They have clearly made Pelican a more employee-focused organization. Over the years we have addressed many issues that had previously wiped the smiles off the faces of our collaborators, from slow internet connections and faulty printer set-ups to significant changes in management style, workplace scheduling and internal communication. As a result, we have very low employee churn in what are otherwise red hot labor markets; a premium service proposition; and the happiest customers in our industry.”

Read more about Pelican’s win here…

“Excellence in CX” Awards 2023

Posted on December 6, 2023 at 9:42 pm.

Written by John O'Connor

“Excellence in CX” Awards 2023

We have the privilege of partnering with some of the most amazing organisations in the world who are working hard to ensure that their customers’ (and employees’) voice drives strategy across all areas of their business.

We are excited to share some of the great CX work that we see daily while working with them.

At Deep-Insight we are not interested in vanity projects. We are proud to work with customers who align with our mission to ‘Inspire Transformation’ based on open and honest feedback from customers. That is what our Customer Relationship Quality (CRQ) framework and methodology is designed for and is what we are focusing on for these awards.

4 Award Categories in 2023

Last year we had four categories and made four awards.

This year we also have four categories but the awards are a little different. We are keeping the ‘Best CRQ Newcomer’ award but adding some different categories including one that will reward one of our clients for its focus on Employee Relationship Quality (ERQ) which is arguably as important as CRQ.

Best CRQ Newcomer

We award this prize to a company that has never deployed Customer Relationship Quality (CRQ) before but embraces the CRQ approach for the first time with gusto, takes the client feedback seriously, and truly commits to improvement.

Best CRQ Engagement

Engagement is all about convincing customers to give their feedback and working with you to help you make significant improvements. The winner is the company that does the best job at eliciting feedback from customers.

Best CRQ Score

We know that Customer Experience is not all about the score, but we feel it is still worth recognising the company that recorded the best Customer Relationship Quality (CRQ) score in 2023. Remember that customer centricity isn’t easy!

Best Focus on ERQ

Doing the right thing for customers means doing the right thing for your employees. We award this prize to the company that shows the greatest interest in Employee Relationship Quality (ERQ), the sister methodology to CRQ.

Next week we will announce the winners.

Let the Games Begin!

A Reminder of the 2022 Winners

Vreugdenhil Dairy Foods was awarded ‘Best Newcomer to CRQ’. This is a truly deserved award as Vreugdenhil embraced the CRQ process like they had been at this for years, and kept their momentum up all through the live survey and afterwards.

Six Degrees won the ‘Best Leadership Response to CRQ’ award. Everything in Customer Experience starts with leadership commitment and drive, and Six Degrees have this in spades.

invenioLSI was awarded ‘Best CRQ focus amid change’. This is a truly deserved award for an organisation that has seen exceptional growth and transformation over the previous 24 months.

BT Ireland won ‘Trailblazer in CRQ’ for its courage in leading the way in customer experience. They disrupted an already successful Customer Relationship Quality programme in order to re-focus the entire business on the basics – the value of growing customer relationships.

“Excellence in CX” Awards 2022 – That’s a Wrap!

Posted on December 16, 2022 at 10:15 am.

Written by Rose Murphy

“Excellence in CX” Awards 2022 – That’s a Wrap!

Congratulations to all the Winners

We cannot wait to send this year’s Deep-Insight “Excellence in CX” Awards to their forever home.

These awards focus on customers who have embraced our Customer Relationship Quality (CRQ) framework and methodology to make meaningful change for their customers.

That makes us very proud!

Before we talk about the winners, we’d like to take a moment to talk about the award itself.

So, first of all, who are we?

Deep-Insight is a small team of Customer Experience (CX) consultants who work extremely closely with our customers. The single question which drives us in each engagement is, ‘will this CX programme inspire transformation in our client organisations?’.

Transformation does not need to be, and usually isn’t, a huge significant event in itself. When done well, transformation is a series of small, well thought through changes and improvements.

Transformation is only worth it if it leads to growth, and it always does when it is inspired by the customer.

What do we mean by ‘Excellence in CX’?

Simply put – we are not interested in vanity projects! We do not care who got the highest scores or the best feedback.

We are completely focused on our core mission of Inspiring Transformation i.e. effective, growth-oriented use of CX.

This is what excellence in customer experience looks like and it is the foundation on which our customers grow their CX programmes.

Why award customers now?

This year we realised that we talk about our customers behind their back All The Time!! We are always telling each other about the great thing Customer A did to engage their organisation, or the great thing Customer B did when communicating back to customers.

That’s when we had our eureka moment – we can recognise the great work our customers do publicly, without it feeling counter to our core CX belief of ‘Value before Vanity’.

All of our customers do amazing work. They wouldn’t put up with us and our challenge mentality if they didn’t, so these awards are here to stay! (But I can’t promise we will stop talking about them behind their backs.)

AND THE WINNERS ARE

Best Newcomer to CRQ

Congratulations to everyone in Vreugdenhill Dairy Foods, and a special shout-out to Leonie, Erik, Jeroen, Gerben and Harry!

When we started working with Vreugdenhil Dairy Foods they were quite vocal about being relatively new to anything Customer Experience Feedback related. They then impressed us by embracing the process like they had been at this for years. They got stuck in from the word ‘go’ (and even before) and kept their momentum up all through the live survey and throughout the reporting stages. They dove deep into their results to ensure they had specific actions for each area of the business that they could follow up on.

“In Vreugdenhil Dairy Foods, customers are at the forefront and are top of mind in everything we do. It is important to Vreugdenhil that we understand how our customers value the relationship they have with us. The research done together with Deep-Insight has given us a clear picture on how to develop even stronger relationships with our customers, with the hopes of an even better outcome in 2024.”

Gerben van Schaik, Commercial Director, Vreugdenhil Dairy Foods

Best CRQ Focus Amid Change

Congratulations to everyone in invenioLSI, especially Arun Bala, Nader Tirandazi, Tatiana Pankrats, Caroline Silva, Paula Rowlinson, Sudheer Nadipalli.

invenioLSI has grown at a phenomenal pace which has included a successful merger to expand their presence in the North American market. Customer Focus has been at the heart of invenioLSI since the start yet preserving core values is difficult during expansion and change. Despite this, invenioLSI has successfully maintained exceptional Customer Focus.

Using the Customer Relationship Quality (CRQ) methodology has helped invenioLSI to stay close to their customers over the past three years allowing them to measure, understand and respond with action to their customers directly. Better still, their strength in customer focus continues to be recognised by their own customers

As invenioLSI drives change and transformation within their own customers, we are impressed that invenioLSI leads by example by putting their customer relationships at the forefront of what they do.

“invenioLSI is honored to receive the “Excellence in CX” Award from Deep-Insight. For the past 3 years invenioLSI and Deep-Insight have worked together to improve customer experience. Supporting efforts to improve customer relationship quality is something I believe is an essential part of running a company. Partnering with Deep-Insight has been a pleasure and an important part in our company’s mission to help our customers succeed.”

Nader Tirandazi, CEO, invenioLSI

Best Leadership Response to CRQ

Congratulations to everyone in SixDegrees, especially Chris Abbott, Kirsty Chapman and Tony Wells.

This is a truly deserved award, everything in Customer Experience starts with leadership commitment and drive and Six Degrees have this in spades.

Through working closely with Six Degrees we got to know a leadership team who are fearless in their ownership of every piece of customer feedback. They listen openly and without agenda and immediately review if their current strategies align with what their customers are telling them.

Most importantly Six Degrees’ leadership team supports their people and their teams. We have seen firsthand their dedication to their teams including, attendance & support at client feedback sessions and full transparency on strategic initiatives that will help their people to better support their customers. It is no surprise that Six Degrees have also been named in Newsweek’s list of the UK’s Top 100 Most Loved Workplaces for 2022.

“On behalf of the Six Degrees Leadership Team, we’re thrilled to be recognised for this award. This year’s survey is the first of three annual CRQ surveys Six Degrees are conducting as we work with our clients to continuously improve the relationship quality and client experience. We recognise that the whole organisation needs to own Six Degrees’ response if we’re going to be successful in delivering on the promises we have made to our clients. So, we are actively planning to bring our teams, as well as our clients, on the ‘Close the Loop’ journey in the New Year and throughout the programme.”

Kirsty Chapman, Director of Customer Success, Six Degrees Group

Trailblazer in CRQ

Congratulations to everyone in BT Ireland, especially to especially to Alan Shanley, Barry O’Shea, Deirdre Tyrell, Mary McDonagh, Conor Devlin, & Aisling McLaughlin.

BT Ireland has been on a long and successful CRQ journey, each year carefully listening and responding to their customers. Their customers truly value their relationship with BT Ireland, and they have seen tangible benefits from the BT Ireland CRQ programme.

BT Ireland do not want to stand still in this area – they are hungry to be market leaders in CX and are taking significant steps and risks to ensure their customers at the heart of everything they do.

BT Ireland used our ‘CRQ Healthcheck’ to inspire a change programme to disrupt how they measure and manage their Customer Experience to re-focus the entire business on the basics – the value of growing customer relationships. Their pioneering efforts are paying off leading to them winning suite of CX honours, most recently on the European stage.

“I’m immensely proud to lead a customer-focused organisation, and I’m very thankful to everyone in BT Ireland for their commitment to winning, developing and retaining customer accounts. Our customer experience culture is a differentiator for us as a business, as our customers have told us in our annual Deep Insight report, and it continues to set us apart.”

Shay Walsh, Managing Director, BT Ireland