JT is a finalist in two categories of this year’s UK Customer Experience Awards, the biggest ‘CX’ event of its kind in the world. Now in its ninth year, the UK Customer Experience Awards recognise those inspiring organisations who are delivering an outstanding customer experience. JT has been shortlisted in the ‘Best International Business’and ‘CX Team of the Year’ categories.
JT’s submissions focus on how it introduced new, far-reaching and innovative Customer Experience standards and training to focus on ‘delighting’ customers. JT began a journey in 2015 to improve customers experience as part of a strategy to transform the business from an on-island telecoms provider to a world-class communications brand, pioneering digital technology supported by first-class customer experience. This was implemented throughout the organisation by a specially trained, committed and focused team and led to a positive increase in levels of customer, client and employee satisfaction and engagement.
Tamara O’Brien, JT’s Head of Customer Experience, said: “JT has invested a lot of time and energy into improving our customer experience, and hearing the news we are finalist in two major categories at Britain’s top CX awards against some global operators and brands is testament to the hard work of a very dedicated CX team who represent first and foremost the Voice of our Customers.The most important validation, however, is from our customers themselves, who consistently tell us that JT staff are polite, knowledgeable and helpful. Customer experience is a journey not a destination, while we are pleased with the progress we are making, keep our customers’ needs right at the heart of our business and ensuring we as a team represent their voice, is central to our strategy of continuous improvement.”
The other shortlisted organisations in the Best International Business Category are: Medallia in partnership with Generali, Barclays, CPM International (New Tech Division), Airbnb and Thomson Reuters. In the CX Team of the Year category, JT is alongside: Cross Country, Lowell, O2 Telefonica and BT Corporate.
The winners will be announced at an awards ceremony on 11 October at Wembley Stadium.