The recent Irish CX Impact Awards 2019, hosted in Croke Park, gathered leading CX professionals from the most admired companies operating in Ireland. Awards were handed out across 16 different categories recognising the professionals, teams and organsations that deliver CX as a core business strategy to drive improved performance.
The Department of Foreign Affairs and Trade received two awards on the night, Fiona Penollar, director of the Passport Service, commented on their success; “We are delighted to gain recognition of the success of the improved customer experience which the Passport Service is delivering to Irish citizens in its busiest year so far. Both of these awards are a great achievement as the Passport Service was in competition with many deserving entries.”
Gas Networks Ireland were awarded the CX Impact in Utilities award, customer experience manager, Marie Lyster said; “The CX Impact Awards 2019 is a wonderful event to recognise great CX. We’re delighted to win the CX Impact in Utilities award. It recognised the efforts of all employees, and business partners of Gas Networks Ireland put into delivering for our customers and has left us motivated to do even better in 2020.”
Kuehne + Nagel Ireland won the CX Impact in Transport award, Alison Moore, customer experience manager, told us about how receiving the award has effected them; “Kuehne+Nagel were honoured to receive the CX Impact in Transport award as we have worked hard at delivering an excellent customer experience. It has given us a great boost to continue to thrive in CX by focussing on exceeding our customers’ expectations and giving an exceptional experience, every time to every customer.”
AIB left as CX Champion 2019 and were awarded the CX Impact in Financial Services award and the Best Use of Data Analytics in CX, head of customer experience, Paul Allen, commented on the night; “To receive three awards on the night was a fantastic achievement and to be recognised as the CX Champion 2019 has not only given everyone in AIB working to deliver better banking experience further validation for everything we achieved this year but a push to do more.”
An independent panel of recognised expert judges, both domestic and international, drawn from academia, business and broader related sectors determined each winner of the night, judging co-ordinator, Agnieszka Anna Jozwiak, customer experience consulting & advisory, CXPA Ireland, spoke on the judging process and the awards night; “Having established strong ground with the CX Impact Award last year, it was great to see so many leading customer experience (CX) initiatives be rewarded in 2019. CX programs are gaining strength and this year’s recipients demonstrate Ireland’s commitment to exceptional service. As a judge coordinator, I was delighted to be able to attract global experts onto our panel, allowing Irish CX programs to take their place on the international stage. This is a great testament to practitioners in the field. CXPA Ireland is proud to partner with this fantastic initiative and we are looking forward to further promote CX Industry.”
The awards were sponsored by Idiro Analytics, CEO, Aidan Connolly said; “As Ireland’s pioneering customer analytics consultancy, our expertise lies in building transformative customer experience strategies, driven by advanced analytics. We are committed to providing support to the CX community in Ireland and to lead the way in instilling a customer-centric culture across the Irish business community. To be able to support the Irish CX Impact Awards, which is dedicated to showcasing excellence in CX, was a great honour for us and we would like to congratulate all of the night’s winners for their fantastic achievements.”
Full judging panel:
- Agnieska Anna Jozwiak, CX&UX consulting, CXPA
- Diane Magers, chief experience officer, Experience Catalysts
- Deirdre Wafer, EMEA & LATAM marketing insights manager, Linkedin
- Gerard O'Neill, chairman, Amárach Research
- Pat Watt, director of sales & marketing, McKesson Ireland
- Lorraine Walsh, director of customer experience, Laya Healthcare
- Joanne Boyle, head of customer experience, AXA Insurance
- John Carroll, Jameson Brand Homes
- Ann Marie O'Donnell, global customer strategy director, Actavo
- Stuart Russell, customer experience manager, Permanent tsb
- Susan McNulty, CX transformation consultant
- Kari Mickelson, global customer experience lead, MoneyGram International
- Lisa Nance, senior vice president, manager, client experience, Texas Capital Bank
- Mark Slatin, senior vice president and director of client experience, Sandy Spring Bank
- Gabe Smith, CCXP content manager, CXPA
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The full list of winners is available below.
1. CX Champion 2019
Winner: AIB
2. CX Leader 2019
Winner: Jan Richards
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Winner: The Customer Service Hub Team, Passport Service, Department of Foreign Affairs and Trade
Shortlisted companies:
AIB
KBC
Platinum Services at Dublin Airport
SSE Airtricity Home Energy Credit Control Team
The Customer Service Hub Team, Passport Service - Department of Foreign Affairs and Trade
4. CX Impact in Pharmacy/Health
Winner: Meaghers Pharmacy Group
Shortlisted companies:
Meaghers Pharmacy Group
RCSI
5. CX Impact in Retail
Winner: Eason
Shortlisted companies:
Circle K Ireland
Eason
Marqette
Paddy Power Betfair
6.CX Impact in Speciality
Winner: Actavo
Shortlisted companies:
Actavo
Ardmac
RCSI
Solus
7. CX Impact in Transport
Winner: Kuehne + Nagel
Shortlisted companies:
Iarnród Éireann Irish Rail
Kuehne + Nagel
Travelmaster
8. CX Impact in Entertainment & Leisure
Winner: Paddy Power Betfair
Shortlisted companies:
Abbey Theatre
Cannonball Ireland
Grooveyard
Killruddery
Paddy Power Betfair
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Winner: AIB
Shortlisted companies:
AIB
Fexco trustMinder
Ifac
RSA Ireland & 123.ie
Standard Life Adviser Dashboard
10. CX Impact in Professional Services
Winner: Fenero
Shortlisted companies:
Ardmac
Fenero
KC Services Ireland
11. CX Impact in Insurance
Winner: RSA Ireland & 123.ie
Shortlisted companies:
AXA Ireland
RSA Ireland & 123.ie
12. CX Impact in Telecoms
Winner: Spearline
Shortlisted companies:
Enet
Spearline
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Winner: Gas Networks Ireland
Shortlisted companies:
Gas Networks Ireland
Solus
SSE Airtricity
14. CX Impact in Business IT & Technology
Winner: Version 1
Shortlisted companies:
Cora Systems
Standard Life Claims Pipeline
Version 1
15. CX Impact in Digital
Winner: The Passport Service - Department of Foreign Affairs and Trade
Shortlisted companies:
Ardmac
Core Optimisation
ProfileTree
The Passport Service - Department of Foreign Affairs and Trade
Travelmaster
Version 1
16. Best Use of Data Analytics in CX
Winner: AIB
Shortlisted companies:
AIB
Idiro Analytics
