Every year, during the Global Exchange, Usabilla organizes, this time together with Accenture, an Award Session to recognize and celebrate the most innovative and customer-centric organizations that work with a Voice of Customer solution.
After a thorough examination, two nominees per category were selected.
For the Most Innovative Implementation, the nominees were DHL and Sandvik.
For the Most Customer-Centric Organization Award, the nominees were FedEx (also called TNT) and Centraal Beheer.
After presenting the nominees and their case, Usabilla invited participants to vote through their own survey system, live during the event with a QR-code. Right after that, the winners were announced live at the event taking place in Amsterdam.
Usabilla is pleased to now formally announce the winners!
DHL Named Most Innovative Implementation
DHL was chosen for the Most Innovative Implementation thanks to their out-of-the-box way of implementing Usabilla. In this short video DHL presents their submission.
They’ve incorporated Usabilla on the handhelds of their delivery teams to gauge their opinion on the usability/UX of different applications that are installed on those handhelds. This is a unique use of the Usabilla platform that connects the offline delivery space with digital. Not only does this enable a direct communication line between couriers and the operational teams behind them, but also it gets packages even faster to their destination.
In Nicole Rem’s own words, Manager Operations Systems at DHL: “We contacted Usabilla and together we created this new product that’s a website but with the look and feel of an application. You can find it on every single courier device and it enables them to share their thoughts and ideas on the spot every day, day in and day out. So for me, it feels like I’m in the car with every courier on a daily basis because I get feedback from everybody throughout the country.”
Centraal Beheer Named Most Customer-Centric Organisation
This year’s award for Most Customer-Centric Company goes to Centraal Beheer (Achmea), in this short video you can view their submission.
The Dutch insurance company makes the bold statement that excellent CX is as important as revenue. This philosophy is in practice in all layers of the organization and is even reflected in the mission statement. Improving CX is part of everyone’s daily job and it is taken into account all the way from product design (MVP) to customer support and service.
As Thomas van den Berg, UX & CRO Specialist at Centraal Beheer puts it: “We made sure that the online feedback that we gather is delivered directly to the teams responsible for the optimization that means those teams are in contact with the emotions of our customers and they can act on it. Next to the online feedback that we gather through Usabilla, we also gather feedback from our other channels, for example from our usability lab, to make sure that our omnichannel experience is excellent.”
Global Exchange 2019 Awards
Usabilla looks forward to meeting and welcoming the CX professionals at next year’s edition of the Global Exchange, in the meantime Usabilla is grateful and proud to have presented all the nominees!
You can view all the nominee’s submission in their short introduction video’s:
Most Innovative Implementation: DHL and Sandvik
Most Customer-Centric Organization: FedEx and Centraal Beheer Achmea
Usabilla empowers brands like KLM, Tommy Hilfiger, and Toyota to become truly customer-centric by improving digital experiences on websites, apps and emails. Enterprises acquire the ultimate solution to capture the voice of their customers, collect quantitative along with qualitative data, and turn insights into actions that drive success.