Following hot on the heels of our debut on the Deloitte Fast 50 list, we, alongside O2, picked up the Best CX Transformation Through Technology Partnership award at the CCA Excellence Awards in Glasgow last week.
Utilising Vizolution’s vScreen technology, O2 transformed its Renewals and Retention journeys by allowing customers and agents to share, display, exchange, complete, verify data and documents remotely as if they were face to face.
The project has been successful across all targets, including a 47% improvement in compliance, a 31% reduction in drop-outs and a 27% improvement in customer satisfaction.
“It’s incredibly rewarding to receive the Best CX Transformation Through Technology Partnership at this prestigious award ceremony. This award recognises all our hard work to improve our customer interactions and make processes effortless. Vizolution’s technology has helped us transform both our business operations and customer experience,” said Lesley Heaney, Head of Customer Service Commercial and Complaints at O2.
The CCA Excellence Awards highlight the achievements of individuals and companies throughout the customer service and contact centre profession and is the only peer-judged awards programme in the industry. Over 600 senior customer executives from leading public and private sector brands gathered at this year’s event to celebrate and recognise achievements in service excellence.
Bill Safran, CEO of Vizolution said: “Our market-leading customer experience technology is truly transformative, for both business operations and customer experience, so to receive awards that recognise the hard work that we do, and the value we bring to our customers, is very satisfying,”
Mark Gait, Director of Customer Service at O2, said: “I was really impressed with the collaborative approach Vizolution took to understand our requirements and our business. Feedback from our customers has been very positive, with many stating the joining process is even easier and more intuitive.”
Vizolution’s innovative technology helps enterprises streamline their complex journeys into effortless experiences by replicating the qualities of face-to-face interactions in their remote channels.