The world’s best brands toil day and night to foster effective CX programmes. From the executives who pull long hours to refine the customer journey process, to the customer service representatives who leap over mountains to find better solutions for customers, these essential people in the CX workforce push hard to execute their brand promise day-in and day-out. That’s why we created the C.A.R.E Awards. These awards are given to industry-leading clients that are: Customer-centric, Action oriented, Results obsessed,
and Employee led.
The C.A.R.E. Awards feature five categories; each one highlights a key element of ResponseTek’s technology and core beliefs:
The “Listen” Award: Awarded to a champion organisation who takes customer feedback seriously, constantly refining the process to increase feedback engagement on all levels. It is based on the largest year over year (YoY) improvement in customer engagement levels, as defined by response rates,
The “Learn” Award: Awarded to a vanguard organisation who nurtures the relationships between customers and employees—one where employees learn from customer data and use this knowledge to create impactful solutions. It is based on the largest YoY lift in the percentage of their employees directly and transparently connected to and learning from the customer voice.
The “Act” Award: Awarded to a luminary organisation that takes initiative and enables employees to act on what customers have said, creating effective resolutions and turnarounds. It is based on the largest YoY improvement in the activity and engagement levels of employees with their VoC programmes.
The “Engage” Award: Awarded to a groundbreaking organisation determined to close the loop with customers thereby addressing and resolving their concerns, while ensuring consistent followthrough along the way.
Overall Best in Class Programme: Awarded to three exceptional organisations, in order of Gold, Silver and Bronze, who blaze the trail for cutting-edge solutions and results from their VoC programmes. Engaging customers, employees and management, they have excelled at building a comprehensive Voice of Customer system that increases their YoY customer experience KPIs.
We are proud to announce this year’s winners, who pioneer customer experiences that are ahead of the curve, thoughtful and effective. Chosen from a roster of more than 100 international clients across North America, Europe, Asia, the Middle East and Africa, they listen, learn, act and engage all facets and members of their CX workforce – leading them through a new frontier of customer empowerment.
AIMIA (Listen winner): is a marketing and loyalty company based in Montreal, Quebec, Canada. AIMIA manages various loyalty programs and provides loyalty strategy, program development and management services.
Zain KSA (Learn winner): is a telecommunications company in the Kingdom of Saudi Arabia operating as part of the ZAIN group.
Ooredoo Tunisia (Act winner): is a telecommunications company based in Tunisia. Ooredoo Tunisia is part of the Ooredoo Group. With over 7.5M subscribers, it is the largest operator in Tunisia.
Zain Bahrain (Gold winner): is a telecommunications company operating as part of the ZAIN group. They have over 900K subscribers in the Kingdom of Bahrain.
DTAG: Crnogorski Telekom (Silver & Act winners): is the leading telecommunications operator based in Podgorica, Montenegro. It is the largest telecommunications company in Montenegro.
OCBC Bank (Bronze winner): Oversea-Chinese Banking Corporation Limited is a financial services organization based in Singapore.
Our roster of past winners cover an extensive breadth of industries across the globe. Selected from more than 100 qualifying clients across North America, Europe, Asia, the Middle East and Africa, they are navigating new customer experience waters with dedication, passion and innovation.
BCAA (Listen winner): is an industry-leading insurance provider offering home, auto, travel and roadside assistance insurance with over 800k members and headquartered in Burnaby, British Columbia, Canada.
T-Mobile Austria (Listen winner): is the second largest mobile provider in Austria and part of the T-Mobile group of companies.
ANZ (Learn & Gold winners): Australia and New Zealand Banking Group Limited is the fourth largest bank by market capitalization in Australia.
Three UK (Act winner): is a telecommunications and internet service provider operating in the United Kingdom as a subsidiary of Hutchison Whampoa with over 9M customers.
Desjardins (Engage winner): is the largest association of credit unions in North America with over 7M members and clients. They are headquartered in Quebec, Canada.
This year’s GOLD winner for Overall Best in Class Program, Zain Bahrain, established itself as a veritable force in the global customer experience landscape. Zain’s large-scale, multi-channel customer experience programme successfully performed across many operating companies showing ingenuity, consistent customer care, and exceptional use of VoC technology and methodologies. Passionate about their “customer-first” culture, this pioneering brand has achieved an NPS increase far above the industry average – across all their contact centres and retail channels – making them the stand out GOLD winner for 2016.